incloud Third Party Monitoring

Transcription

1 incloud Third Party Monitoring

2 Title incontact Third Party Monitoring Revision Copyright 2011 incontact, Inc About incontact incontact, Inc. provides the market leading on-demand contact center platform, incontact, to over 750 contact centers across the globe. With its roots in telecommunications and network infrastructure, incontact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The incontact platform has grown from a powerful ACD with skills-based routing, CTI, and IVR with speech recognition, to include an innovative online hiring solution, an elearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the incontact platform is delivered through a Software-as-a-Service (SaaS) model, incontact customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about incontact, visit Contributors Tim Harris, Wes Chipman, Mark Rasi-Koskinen, Philip van Dijk Page 2

3 Table of Contents incloud Third Party Monitoring... 4 How to Add a New Project... 6 The Project Tab... 9 The Project Skills Tab The User Groups Tab The Skill To User Group Assignments Tab The User Tab Page 3

4 incloud Third Party Monitoring incloud applications increase the extensibility of the incontact suite. This is the foundation for the overarching incloud initiative that enables partners to design, build, deploy, and sell their software offerings that are connected to the incontact suite. The incloud Third Party Monitoring can best be described as an outsourcer that handles calls for multiple vendors who might be in competition with one another. It extracts logic from a script and puts it into a user interface that a user who is not familiar with scripting can easily understand and be able to make changes and modifications. The incloud Third Party Monitoring segments the calls and adds value. NOTE: Extensive scripting, setup, and implementation must be done by incontact before the Third Party Monitoring application will work at a call center. Once this scripting and setup has been performed by incontact, the user can login to the application. To begin, go to the incontact Online and log in using your user name and password. Go over under the Applications menu and select Third Party Monitoring from the list of incloud applications. The Third Party Monitoring window will appear on screen: Page 4

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6 How to Add a New Project To add a new project, click on the Add New Project button: Think of a Project as a client or vendor for whom you have an account. So in this example, we are going to add a new client: Union Consulting, Inc. Project Name field: This is where you will add the new client or vendor name. Create Project button: Click this button to create this new project. Cancel button: Click this button to cancel this new project without saving your changes. To begin, click the Create Project button. This window creates a new project and allows the user to edit the project by clicking on one of the tabs up near the top of the window. Project tab: This tab is where you can edit the Project Name and Status of the project. Page 6

7 Project Skills tab: This is where you will edit project skills. For example, a user can move project skills so that there is absolutely no way that anyone can hear a skill that is not meant to be heard. User Groups tab: This tab will allow the user to log several different user groups under one project (i.e. Executive Team, Quality Monitors, Call Center Manager, etc.). This tab gives the user the ability to group up teams of people on the vendor side. Each group can have a different set of permissions associated with them. Skill To User Group Assignments tab: It s possible that you may not want this group to listen to escalation calls. Or, you may want them to only listen to escalation calls because that is where your best people are located. This is where you will assign your user groups to skills. Page 7

8 Users tab: This is where you will add users. Let s go through each of these tabs in detail now. Page 8

9 The Project Tab This tab is where you can edit the Project Name and Status of the project. Click on the Edit button to access the editing screen. Save button: Click the Save button to save all changes to the project name and status. Discard Changes button: Click this button to cancel without saving any changes. Project Name field: Edit project name in this field. Status radio buttons: Edit project status with these radio buttons. Page 9

10 The Project Skills Tab This is where you will edit project skills. For example, a user can move project skills so that there is absolutely no way that anyone can hear a skill that is not meant to be heard. Click on the Editing Project Skills button to access the Skills Available to Assign window. Page 10

11 In this window the user can move project skills into the Project Skills column so that there is absolutely no way anyone can hear a skill that is not meant to be heard. To do so, just click on the double arrows to the right of the skill and it will move into the Project Skills column. You can add as many skills as necessary. Remove the skills from the Project Skills column by clicking on the double arrows to the left of the skills. Page 11

12 Once finished, click the Done button. Page 12

13 This will list all the skills that have been attached to this particular project. Page 13

14 The User Groups Tab This tab will allow the user to log several different user groups under one project (i.e. Executive Team, Quality Monitors, Call Center Manager, etc.). This tab gives the user the ability to group up teams of people on the vendor side. Each group can have a different set of permissions associated with them. To begin, click on the Add User Group button. This will bring up the Create User Group window. This window is where you will create a user group. Group Name field: Enter the name of the new group in this field. Notification? radio buttons: Use these radio buttons to determine if someone would like to receive notifications whenever a user from this group starts monitoring a call. Page 14

15 Notification To Address field: If you select Yes on the Notification, you will need to enter an address here in this field. Log All Monitored Calls? radio buttons: Use these radio buttons if you would like to log all the monitored calls. For example, if someone calls in and says, I was listening to a call at 11:00am this morning and it was great! Give that agent a raise! Then you can go back and find which call that was via the call log. Logged Calls? radio buttons: Use these radio buttons to send the call log to someone. Logged Call to Address field: If you select Yes on the Logged Calls, you will need to enter an address here in this field. Allow Users To Log Calls? radio buttons: These radio buttons allow the users (inside this user group) who is dialed in to monitor a call to log this call. If the Yes radio button is selected, then this option will appear on the dial-in. When the user dials in they will enter their PIN and then they will be asked Do you want to log calls? Allow Users to Have Logged Calls ed To Them? radio buttons: These radio buttons allow the users (inside this user group) who have logged calls to have this log ed to them. If the Yes radio button is selected, then this option will appear on the dial-in. When the user dials in they will enter their PIN and then they will be asked Do you want to have logged calls ed to you? Now click on the Create User Group button up near the top of this window, or click the Cancel button to cancel out of this window without saving any changes. Page 15

16 By clicking the Create User Group button, the application will bring up a list of all the groups that have been created. Select the group from the list and double-click on it. This will bring up the group. Now, you may want to use an agent exception if, for example, there is a user to whom you don t want this particular group to listen. Let s say there is an employee who is going to be terminated and you don t want that employee being recorded to potentially reflect poorly on this group. If this is the case, click on the Agent Exceptions button down near the bottom of this tab and set up agent exceptions. Page 16

17 Click on the drop down list here on this window and select an agent exception. Then click the + button to add this agent exception. Page 17

18 Utilize the Back To User Group button to return to the user group. Click on the Remove button to remove a given agent exception. Page 18

19 The Skill To User Group Assignments Tab It s possible that you may not want this group to listen to escalation calls. Or, you may want them to only listen to escalation calls because that is where your best people are located. This is where you will assign your user groups to skills. NOTE: This list of skills on this tab is from the Project Skills tab that we set up earlier. Select the skills you would like to assign to your user group by clicking on the appropriate checkboxes. Page 19

20 The User Tab This tab is where you will add users. Click on the Add User button to access the User window. User Group drop down field: Select a user group from this drop down list. PIN field: This PIN number must be unique so that when the user dials in the application knows who it is. Each PIN will be assigned to a specific user. This is how the application will identify the user and know what permissions they have, what skills they can listen to, which agents they can or cannot listen to, etc. NOTE: Do not assign PIN numbers sequentially. Make them as random as possible. If someone accidentally enters 26 rather than 27 and all of a sudden they have the ability to listen to a whole different set of phone calls, there might be liability issues. Best business practice is to make some of the PIN numbers longer than others and make sure they are not sequential. First Name field: Enter the user s first name in this field. Page 20

21 Last Name field: Enter the user s last name in this field. Title field: Enter the user s title in this field. field: Enter the user s address in this field. Once you are finished entering the appropriate information in these fields, click on the Save button to save this user, or click on the Cancel button to close out without saving your changes. NOTE: If a PIN is already in use, the user will see the following error appear on screen: Click the < < Back To Project link to return to the original window. And you re finished. You can add as many projects as you would like by following the steps outlined above. Page 21