ADMINISTRATOR PORTAL MANUAL

ADMINISTRATOR PORTAL MANUAL

TABLE OF CONTENTS SIGNING IN... 5 HOME SCREEN... 6 GENERAL SETTINGS... 7 WORKING HOURS TAB... 9 HOLIDAYS TAB... 11 Shortened hours for the Holidays... 12 Holiday Message... 12 CONTACT LIST... 13 THE BENEFITS OF USING A QUEUE... 14 CREATING A QUEUE... 14 ALERT Settings... 17 SKILLSET SETTINGS... 18 Delete... 20 OFFICE SETTINGS... 21 Delete... 23 TEAMS & AGENTS... 24 TEAM CONFIGURATION... 25 General Information tab... 26 Identification... 26 Caller ID (dial out)... 26 Default General Settings... 27 Default In-call Status Timeouts... 27 Security tab... 28 Default Role:... 29 Default Permissions:... 29 Skillsets tab... 31 Members tab... 31 Chat tab... 32 AGENT CONFIGURATION... 33 Add Agent... 33 Import Agent... 33 General Information tab... 36 Page 2 of 92

TABLE OF CONTENTS Identification... 37 General Settings... 38 In-call Status Timeouts... 38 External Chat... 39 Comments... 39 Security tab... 40 Change password:... 41 Role:... 41 Permissions:... 41 Individual Skills tab... 43 Find... 44 Clone... 44 Delete... 44 Viewing activities... 45 Per Team View... 46 Per Queue View... 46 All View... 46 ADDING ACTIVITIES... 48 Edit an Existing Activity... 47 Delete an Activity... 47 SCENARIOS USING BULLETINS... 50 IVRs... 53 Prompt files... 55 ADDING PHONEBOOK ENTRIES... 58 Add a Contact... 58 Edit an Existing Entry... 59 Delete an Entry... 59 Export Phonebook... 60 Import Contacts... 60 Clear the Phonebook... 61 MONITOR ACCESS... 73 Visibility... 73 Page 3 of 92

TABLE OF CONTENTS READING THE MONITOR... 73 Daily Global Statistics panel... 75 Daily IVR Statistics panel... 76 Daily Queue Statistics panel... 77 Current Queues Status panel... 78 Current Agent Status panel... 79 Current Agent Status panel buttons... 80 Log Off... 80 Log Telagent On... 80 Switch to Telagent... 80 Send a Message... 81 Live Monitoring... 81 Other Features... 82 Pause... 82 Options... 82 Filtering... 83 GENERATING A REPORT... 84 General tab... 84 Queues tab... 84 Agents tab... 84 Call Tracking tab... 84 Billing tab... 84 Audit Trail... 88 SEARCH FOR A RECORDING... 89 SEARCH PARAMETERS... 91 Page 4 of 92

ADMINISTRATOR PORTAL GETTING STARTED This document explains how to sign into the Administrator Portal and navigate through its pages. Bold type represents screen names and items within the administrator portal. Document Name: Administrator Portal Getting Started Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: October 7, 2014 The Administrator Portal (known simply as the Admin Portal ) is the administrative portion of the Call Center solution. Optimized for Internet Explorer, the browser-based interface will work with most current web browsers and internet-enabled devices like smartphones and tablet PCs. SIGNING IN Enter the following URL in your browser s address bar: https://admin.hcc.elnk.us. You will need your Account ID, User name, and Password. Administrator login credentials will be provided by your service provider. After successfully signing in, you will arrive to the Home screen. Page 5 of 92

GETTING STARTED HOME SCREEN The Home screen will always display the current network status. The following is a list of available screens within the Administrator Portal. The screens that are visible to each user will depend on the permissions granted. General Set global or system-wide settings (p.4) Working Set the hours of operation and holidays (p.6) Hours Contact List Create a directory of contacts (p.10) Queues Configure settings related to queues (p.11) Skillsets Create skillsets (p.15) Offices Add locations (p.18) Agents Create and configure user accounts (p.21) Activities Add customized activities (p.39) Bulletins Manage bulletins (p.42) IVRs Define advanced settings (p.45) Phonebook Manage phonebook directory (p.47) Classifications Configure disposition selections (p.51) Monitoring Monitor queues and agents (p.62) Reports Generate reports (p.73) Recordings Search for recordings (p.77) Page 6 of 92

ADMINISTRATOR PORTAL GENERAL This document explains how to use the General page within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal General Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 The General Screen is used to define global settings that affect the behavior of your contact center operations including time zone, caller ID, voicemail, and reports. GENERAL SETTINGS Open the General screen within the Admin Portal to define your contact center s system-wide settings; these can be adjusted at any time. Page 7 of 92

GENERAL SETTINGS Organization Name: - Enter the name of your company or organization as it should be reflected in the page headers of several reports. Mailing Address: - Enter the mailing address of your company or organization as it should be reflected in the page headers of several reports. Time Zone: - The time zone shown here is used to calibrate your hours of operation and to calculate and generate report metrics. The Call Center Agent application (CCA) time and the Admin Portal time is always determined by the local machine s clock. To select the correct time zone for your contact center, please use the click here link. Calling Name/Number: - This is used for caller ID information when a representative places an outbound call (the name and number that will be seen on the receiving end s call display). From the Calling Name/Number drop down menu, select a caller ID from the list. If a caller ID is not listed, contact support to request an addition. Support will review the request and perform the necessary actions to ensure the new Calling Name/Number shows up in the drop down. Nick name for chatting: - Enter a nickname here if all agents responding to online chat requests should appear with the same name. You may also define a unique nickname for reach individual on the Agents page. Default voicemail box: - Enter an email address or addresses that will receive captured voicemails. Multiple email addresses should be separated by a comma (,) or semicolon (;). Voicemails are recorded and sent out as attachments within an email. For every voicemail captured, one email will be sent with one WAV file attached. WAV files are recognized by most audio players. This setting is applicable if your IVR design has AFTER HOURS or HOLIDAY messaging before a caller can select a specific queue. Voicemails associated to a specific queue will be sent to the voicemail box configured for that queue. See Queues for information on configuring voicemail for each queue. Verify in-call status when processing direct transfers to extensions Place a checkmark here to force the system to verify the in-call status of a user when processing direct transfers to extensions. When enabled, if a user is on break direct transfers to their extensions will be automatically declined. Note: Always click (update) in the upper right corner to save your changes. Page 8 of 92

ADMINISTRATOR PORTAL WORKING HOURS This document explains how to use the Working Hours screen within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Working Hours Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 The Working Hours screen is used to set the hours of operation and holidays for your contact center. These system-wide settings can be changed at any time. If queues have been implemented with their own customizable hours, those settings are configured on the IVRs page under advanced settings. The Working Hours screen is divided into two tabs: Working Hours and Holidays. WORKING HOURS TAB Here you can set the working hours for your contact center. This will determine when callers are able to get through. Calls that are waiting in queue when the contact center closes will not be dropped. Only calls received after closing time will be sent to the call flow implemented for after hours. Page 9 of 92

WORKING HOURS The example on the previous page shows a facility that is open Monday to Friday from 8 a.m. to 4:30 p.m. (08:00 to 16:30) and closed for weekends and holidays. Operation Status To set or change the hours of operation you must first define the operation status for each day. Use the drop down menu to select Open or Closed. Note that even a holiday can be set to open with customized hours. Then set the hours of operation for each open day. Opening Time To set the opening time for each day click in the field for the day under the Opening Time column. Enter time in 24-hour format (hh:mm). Closing Time To set the closing time for each day click in the field for the day under the Closing Time column. Enter time in 24-hour format (hh:mm). Comments Use this field to store any additional information. Only users with access to the Working Hours screen will see these comments. The example above shows a contact center that operates 24/7/365. To create this configuration set the Operation Status to Open for each day and then enter 00:00 in the Opening Time field and 23:59 in the Closing Time field. Note: Always click Update in the upper right corner to save your changes. Page 10 of 92

HOLIDAYS HOLIDAYS TAB Here you can set the holidays for your contact center. These are days that your contact center will be closed or have shortened hours. The holidays added here determine when a caller is sent to the call flow implemented for holidays. National Holidays for use this drop down menu if your contact center operates both in the United States and Canada. Each country can have its own specified holidays. This feature must be requested and build into the design of your IVR otherwise it will not be available. You can request to enable this feature by contacting your service provider. To set a holiday for your contact center, click Add Holiday. A new row will be displayed with editable fields. To enter the new holiday, enter the date of the holiday and a description. Once the information is entered, click Update, located to the left of the row. If Update is not clicked the information will not be saved. You may add as many holidays as are required however only for the current year. Page 11 of 92

HOLIDAYS Existing entries for holidays can be adjusted by clicking Edit, located to the left of the row. Holidays can also be removed by clicking Delete. Shortened hours for the Holidays Your contact center can remain partially open for a holiday. For example, if your contact center is open for a half-day starting on the morning of Christmas Eve (Dec.24th) and is closed all day for Christmas Day (Dec. 25th), you can add both dates on the Holidays tab. Prior to the half-day, use the Working Hours tab to set holidays to Open and specify the shortened hours. At the end of the half-day, set holidays to Closed for the following day. Holiday Message Typically the call flow implemented for after hours will send a caller to a pre-recorded holiday message (usually prompt #114). The holiday prompt can be recorded as a generic message that will play for all holidays, or as a customized message that is rerecorded prior to each holiday. To listen or to re-record your existing holiday message, please look up the prompt number and use the dial-in recording studio. The holiday system check takes precedence over other system checks; bulletins and after hours messages will not play during a specified holiday. Page 12 of 92

ADMINISTRATOR PORTAL CONTACT LIST This document explains how use the Contact List screen within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Contact List Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 The Contact List screen is a simple directory only viewable by users with access to this specific screen. It is offered as an alternative contact manager. CONTACT LIST Open the Contact List screen to see a list of existing contacts. You may choose to edit an existing contact or create a new contact. To create an entry for a contact click Add Contact. A new row will be displayed with editable fields. Enter the appropriate information in each field (Contact Name, Contact Type, Tel. Office, Tel. Mobile, Email) and click Update, located to the left of the row. If Update is not clicked, the information entered will not be saved. The drop down menu under Contact Type is static, however new entries can be added by contacting your service provider. Page 13 of 92

ADMINISTRATOR PORTAL QUEUES This document explains how to configure settings on the Queues screen within Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Queues Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 Queues are designed to hold customer requests in sequence until a contact center representative can attend to them. Three different types of queues are available through which customers can reach your contact center; voice, chat, and email. Your representatives can receive and respond to the incoming requests, one at a time, using the Call Center Agent (CCA) application. In this document, request and customer request refer to a person who is calling, emailing, or initiating a chat with your contact center. THE BENEFITS OF USING A QUEUE Queues provide a way to organize and differentiate incoming customer requests. This is helpful for contact center representatives and managers to track, prioritize, and ensure efficient delivery of customer service. Queues can also guarantee that each request is effectively handled by the most qualified representative available. This is achieved by assigning queues only to representatives who are trained in each specific area. For this reason, a queue can also be called a skill and the term skills-based routing refers to the automatic distribution of incoming requests to the most suitable representative. Another major benefit with using queues is the added reporting capabilities which can provide insight into customer needs and calling behaviors. These metrics can assist in the better allocation of resource and management of your contact center. CREATING A QUEUE To add and implement a queue please consult with your service provider. Page 14 of 92

QUEUE SETTINGS Open the Queues screen where all your existing queues and settings will be displayed. Name the name of the queue as will be reflected on the Call Center Agent (CCA) display, the Monitoring screen, and any queue related reports. Type identifies the type of queue: Voice, Chat, or Email. Priority allows you to prioritize the order in which incoming requests will be distributed. When queues are all set to the same priority, incoming requests will be distributed to your representatives in the sequence they arrive. When a queue is set to a higher priority, incoming requests in that queue will take precedence over requests already waiting in any queues of lower priority. Note: It is not recommended to give a higher priority to a queue with consistently high volumes of callers as this may put lower priority queues at risk of becoming neglected. Acceptable Waiting Time (AWT) designates the acceptable amount of time for a request to wait in queue. When this time expires, the CCA display will change the font color of that queue from green to orange as a visual alert for the agent. Enter time in 24-hour format (hh:mm:ss). Times for email queues can be written as (d.hh:mm:ss) where d = days. This variable is also used to calculate service level metrics found in queue productivity reports, see formula: Note: Always click Update in the upper right corner to save your changes. Page 15 of 92

QUEUE SETTINGS Maximum Waiting Time designates what is too long for a request to wait in queue. When this time expires, both the CCA display and the Monitoring screen will change the font color of that queue to red as a visual alert. Enter time in 24-hour format (hh:mm:ss). Times for email queues can be written as (d.hh:mm:ss) where d = days. The variable is also used to trigger dequeuing function if Dequeue Enabled is set to Yes. Dequeue Enabled enables or disables the dequeuing function configured for that queue. When set to no a caller in queue is able to hold indefinitely. When set to yes, a caller will be removed from queue when the Maximum Waiting Time is reached. Note: Dequeuing options should be discussed and implemented prior to enabling this feature. Standard dequeuing options include forcing the caller to either voicemail, callbacks, transfer to an outsourcer, or listen to a recording. The default dequeuing procedure will send the caller to voicemail. Active Bulletin use the drop down menu to activate a bulletin you have previously created. Please see the Bulletins guide for more information on recording and configuring bulletins. Mailbox voicemails left by callers will be sent to any email addresses entered in this field. For every voicemail captured, one email is sent with one WAV audio file attached. Note: When entering multiple email addresses, separate by using a semicolon (;) or comma (,) with no spaces as shown: example1@domain.com;example2@domain.com. Alerts opens the Queue Alerts window; see next page. Note: Always click Update in the upper right corner to save your changes. Page 16 of 92

QUEUE ALERTS ALERT SETTINGS Alerts are a great way to maintain a watchful eye on each queue from anywhere you can access your email. A notification will be sent when any of the three alerts have been enabled and the conditions for the queue have been met: Alert if queue becomes unattended where unattended means no agents are signed in during open hours of operation. Alert if wait time reaches where wait time refers to how long a request has been waiting in the queue. Enter a time in the following format (hh:mm:ss). Alert if number of items in queue reaches where number of items refers to the number of pending callers, chats, or emails that are waiting for service. Email notifications will be sent to the email addresses entered here. Comments a place to share any notes for other administrators to see; comments are not included in the email notification. Place a checkmark beside the alert(s) you wish to enable and click OK. Note: When an alert is enabled and its condition has been met, the system will send an alert approximately once a minute. Values for alerts should be set according to conditions that do not occur frequently so the alert is not constantly being emailed. Page 17 of 92

ADMINISTRATOR PORTAL SKILLSETS This document explains how to use the Skillsets screen within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Skillsets Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 A skillset is a saved configuration of one or more queues that can be assigned to an entire team all at once, otherwise skills must be assigned to each agent individually. Applying a skillset to a team ensures that every representative on that team will be required to handle the selected skills specified by the skillset. SKILLSET SETTINGS The Skillsets screen is divided into three sections: Skillsets, Selected Skillset, and Selected Properties. The first section labeled Skillsets will display a list of all your existing skillsets in the order in which they were created. The skillset whose name is highlighted in blue will determine the settings shown below. If skillsets have not been added or configured, Default Skillset will be the only entry listed with no skills selected. You may rename or configure Default Skillset or you may create a new skillset. To create a new skillset, click Add. Page 18 of 92

SKILLSETS You will see a highlighted entry named New skillset added to the list of skillsets. When a skillset is highlighted, you can use the settings below to configure the skillset. Selected Skillset: - Use this field to rename the skillset. Skillset Properties: - To add skills, place a checkmark next to any skills you wish to include in the skillset. The Priority setting can be used to designate a team that is more specialized in a particular skill. Use the drop down menu to raise the priority of a skill and apply that skillset to the team. This will ensure requests for that skill will be delivered to a more specialized agent if one is available. Otherwise when priorities are all equal, the agent who has been available the longest will receive the request. These settings will not alter the priorities configured on the Queues page. Apply changes to active sessions after updating: - Place a checkmark here before clicking Update in order to apply your changes to any agents that are currently signed in with the CCA. To save your changes click Update. The skillset can now be assigned to a team by using the Skillsets tab on the Agents page (see Agents). Page 19 of 92

SKILLSETS Delete Use this button to remove a skillset from the list of skillsets. A skillset can only be deleted when it is not assigned to any teams on the Agents screen. Highlight the skillset you wish to remove and click Delete. A confirmation window will open. Click OK to confirm the delete. If the skillset has successfully been removed, the entry will be removed from the list of skillsets. If you attempt to delete a skillset that is still assigned to a team, the following error will show at the top of the page: Open the Agents screen and check the Skillsets tab for each team that is listed. If you see a checkmark next to the skillset, remove the checkmark and click Update. Once the skillset is no longer assigned to any teams, the skillset may be deleted. Page 20 of 92

ADMINISTRATOR PORTAL OFFICES This document explains how to use the Offices screen within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Offices Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 Add offices to identify different locations for your contact center operations. All offices can have managers designated. A user who is designated the role of office manager will gain visibility within the Admin Portal of every member that belongs to their office. Users are created and roles are chosen on the Agents page. OFFICE SETTINGS The Offices screen is divided into three sections: Offices, Selected Office, and Office Members. The first section labeled Offices will display a list of all your existing offices in the order in which they were created. The office whose name is highlighted in blue will determine the settings shown below. All users must belong to an office, if offices have not been added or configured, the default location of Main Office will be listed with all users as its members. To create a new office, click Add. Page 21 of 92

OFFICES You will see a highlighted entry named New office added to the list of offices. When an office is highlighted, you can use the settings below to configure the office. Selected Office: - Use this field to rename the office. Office Members: - Use this section to add members to the office. To add members, place checkmark next to the names of any users you wish to re-assign to the new location. To save your changes click Update. Your new office is now configured and will be listed as an available location on the Agents screen (see Agents). Page 22 of 92

OFFICES Delete Use this button to remove an office from the list of offices. An office can only be deleted when all members within it have been removed or re-assigned to other offices. Highlight the office you wish to remove and click Delete. A confirmation window will open. Click OK to confirm the delete. If the office has successfully been removed, the entry will be removed from the list of offices. If you attempt to delete an office that still has members assigned, the following error will show at the top of the page: When you first highlight the office you wish to remove, if you see checkmarks next to any names under the Office Members section, you will need to re-assign those members to other offices. To re-assign members you must first highlight the office that members should be re-assigned to, then place a checkmark next to the members that need re-assigning and click Update. Now once again highlight the office you wish to remove. If there are no checkmarks next to any names, the office may be deleted. Page 23 of 92

ELAX ADMINISTRATOR PORTAL AGENTS This document explains how to use the Agents screen within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Agents Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 The Agents screen allows you to create user accounts for your contact center representatives and administrators. Every user account can be given access to sign into the Call Center Agent (CCA) application or Admin Portal. TEAMS & AGENTS User accounts are referred to as agents and must be created within teams. Every agent created will have his or her own configurable profile. Team profiles make it possible to group and configure multiple agents at once. When you open the Agents screen all of your existing agents will be displayed and listed within their corresponding teams in the column to the left. The agent or team whose name is highlighted on the left will determine which settings are currently in view on the right. To view team settings for a particular team, click once on the team name. To view agent settings for a particular agent, click once on the agent s name. Team and agent settings can be adjusted at any time. To create new agents you must first create a team and define settings that will be applied to every agent you create or add onto that team. After the team settings have been defined, you may add agents, assign usernames and passwords, and customize each agent s settings on an individual basis. Team Configuration Agent Configuration Other Features Page 24 of 92

TEAM CONFIGURATION TEAM CONFIGURATION Every account begins with the Default Team and a System Administrator user account. The default team is configured with full administrator access. It is recommended that a new team is created and configured with access appropriate for your contact center representatives. To create a new team, click Add Team. You will see a highlighted entry named New team added to the column on the left. When a team is highlighted, the following five tabs will be displayed on the right: General Information, Security, Skillsets, Members, and Chat. Page 25 of 92

TEAM CONFIGURATION General Information tab On the General Information tab you may configure settings related to Identification, Caller ID, Default General Settings, and Default In-call Status Timeouts. Settings labeled default will be applied to new agents when they are created. These settings can later be adjusted for each agent on an individual basis. Identification Name: - Enter a name to identify the team as it will be seen throughout the CCA and admin portal. Caller ID (dial out) An optional team setting, by selecting a name and number from the drop down menu, representatives may choose this entry for their Caller ID information when dialing out (the name and number that will be seen on the receiving end s call display). If Not Specified is selected, the system-wide setting will be used on the General page of the admin portal. If a Caller ID is not listed, contact support to request an addition. Support will review the request and perform the necessary actions to ensure the new Calling Name/Number shows up in the drop down By selecting a name and number here, representatives are choosing this entry as their caller ID information when dialing out (the name and number that will be seen on the receiving end s call display). If left blank, the system-wide setting will be used on the General page of the admin portal. Page 26 of 92

TEAM CONFIGURATION Default General Settings Location: - Required only if multiple offices have been created; use the dropdown menu to select an office for the team. Please see Offices for more information. Supervisor: - This setting is only used in conjunction with Classifications (Flagging Reasons) or the WorkForce management add-on. Please see corresponding documentation to use this feature. Initial in-call status: - This setting controls which agent status the CCA launches into when a user signs in. Use the dropdown menu to choose one of the following: Not Ready, Available, Accept Internal Calls, Busy On Break, or Busy Other. Default In-call Status Timeouts Status timeouts define thresholds or what is considered an acceptable amount of time for an agent to remain in each status. When a timeout threshold is reached, the time in the agent s CCA will turn red as a visual alert. The agent s name will also turn red on the Monitoring screen of the Admin Portal. Enter times in 24-hour format (hh:mm:ss). Not Ready occurs either when the CCA is launched or a dial-out is cancelled Wrap-up occurs after completing a call, email, or chat Other occurs when an agent selects a custom activity from the CCA Other status list On-Call occurs when an agent is on an inbound or outbound call On-Break occurs when an agent selects the Busy On Break status Force to Available after timeout condition when in Not Ready, or Wrap-up Place a checkmark here to force the CCA to automatically change the agent s status to Available when the threshold is reached for Not Ready or Wrap-Up. Note: Always click Update in the upper right corner to save your changes. This will apply each team setting to all the agents within the team (excluding security settings). Page 27 of 92

TEAM CONFIGURATION Security tab Click on the Security tab to configure settings related to Default Role and Default Permissions. Page 28 of 92

TEAM CONFIGURATION Default Role: A team can be given one of the following four default roles: Agent, Team Leader, Office Manager, or Call Centre Manager. These roles form a hierarchy and determine a user s scope and visibility of other users throughout pages of the Admin Portal. Users of peer level or above are hidden in configuration pages, Monitoring, Recordings, and Reports. For example a user with the Agent role who is given access to the Monitoring screen will only see him or herself being monitored. Team Leaders will see all Agents within their team but no other Team Leaders or above. Office Mangers will see all users within their location except for Call Centre Managers who can see everyone in all locations except for other Call Center Mangers. Use the drop down to choose the default role for the team. The default role chosen here will be applied to new agents when they are created. Roles can later be adjusted for each agent on an individual basis. Default Permissions: Permissions allow you to manage the individual components and Admin Portal screens that your team will have access to. Place checkmarks next to the permissions you wish to grant to the team and click Update. Some permissions require a role to Team Leader or above or they will appear grayed out. The default permissions specified for the team will be applied to new agents when they are created. Permissions can later be adjusted for each agent on an individual basis. Please see the next page for a list of all permissions and the specific access that is being granted with each permission. Note: Always click Update in the upper right corner to save your changes. This will apply each team setting to allow the agents within the team (excluding security settings). Page 29 of 92

TEAM CONFIGURATION Permissions List: Access Call Centre Agent access to sign into CCA Access Call Centre Monitor access to Monitoring screen in Admin Portal Access Administration Site access to sign into Admin Portal Access recordings exposes the Recordings search screens in Admin Portal Access admin training material exposes Call Centre Administrator tab on Training screen (admin portal) Change general settings exposes General screen within Admin Portal (configuration tool) Update phonebook exposes Phonebook screen within Admin Portal (configuration tool) Change queue options and settings exposes Queues screen within Admin Portal (configuration tool) Change offices, teams, and agents exposes Agents screen within Admin Portal (configuration tool) Change IVR options and settings exposes IVR page within Admin Portal (configuration tool) Change post call surveys* exposes Post Call Survey screen within Admin Portal (configuration tool) Update prompt files* exposes Prompt Files screen within Admin Portal (configuration tool) Change classification options exposes Classifications screen within Admin Portal (configuration tool) Change authorized extensions* exposes Auth. Extensions screen within Admin Portal (configuration tool) Schedule telagents* exposes Scheduled Telagents screen within Admin Portal (configuration tool) Change chat templates* exposes Chat Canned Messages screen within Admin Portal (configuration tool) Change email service* exposes inbound Emails screen within Admin Portal (configuration tool) Access drop zone* access to knowledge base or other custom upload functions Change own password allows agent to change own password with CCA Change password for other agents allows Admin Portal user to change password for other agents Access reports exposes the Reports pages in Admin Portal Access IT training material exposes Technical Documents tab on Training screen (admin portal) Change working hours exposes Working Hours screen within Admin Portal (configuration tool) Update contact list exposes Contact List screen within Admin Portal (configuration tool) Change skillsets exposes Skillsets screen within Admin Portal (configuration tool) Change activities exposes Activities screen within Admin Portal (configuration tool) Change bulletins exposes Bulletins screen within Admin Portal (configuration tool) Change hosted DIDs* exposes Hosted DIDs screen within Admin Portal (configuration tool) Change additional caller ids* exposes Special Caller IDs screen within Admin Portal (configuration tool) Change blacklist* exposes Black list screen within Admin Portal (configuration tool) Schedule dialouts* exposes Scheduled Dialouts screen within Admin Portal (configuration tool) Change chat screen-pop* exposes Chat screen-pop screen within Admin Portal (configuration tool) Change SWAT service* exposes SWAT Service screen within Admin Portal (configuration tool) *Custom add-on Page 30 of 92

TEAM CONFIGURATION Skillsets tab If skillsets have been configured, here you may place a checkmark next to the skillsets you wish to assign to the entire team and click Update. If skillsets are not configured, you may assign skills to each agent individually on the Individual Skills tab. Please see Skillsets for more information on creating skillsets. Apply changes to active sessions after updating: - Place a checkmark here before clicking Update in order to apply your changes to any agents that are currently signed in with the CCA. Members tab Use the Members tab to pull agents over from other teams. A list of all agents will be displayed, names that are grayed out are already members of the team currently highlighted. Place a checkmark next to any names you wish to bring over and click Update. Note: When an agent is moved from one team to another, the agent will inherit all default settings from the new team with the exception of Security Roles and Permissions, those settings will remain unchanged. Page 31 of 92

TEAM CONFIGURATION Chat tab Max Concurrent Chat Sessions: - Defines the default number of customer chat windows an agent can have open all at the same time. Use the drop down to select a value between 1 and 10 and click Update. The value chosen here will be applied to new agents when they are created. This value can later be adjusted for each agent on an individual basis. Note: Always click Update, located in the upper right corner to save your changes. This will apply each team setting to all the agents within the team (excluding security settings). Page 32 of 92

AGENT CONFIGURATION AGENT CONFIGURATION New agents can be added to the Admin Portal by either using the Add Agent button or the Import Agent button. The Add Agent button, allows you to manually add one new agent to the Admin Portal at a time whereas the Import Agent button allows you to import multiple agents into the system at the same time. Add Agent To create a new agent using the Add Agent button, first choose a team the agent will belong to. Highlight the team name or any agent within the team and click Add Agent. You will see a highlighted entry named New Agent added to the team. The initial settings for this agent are determined by the team s default settings. When an agent is highlighted the following three tabs will be displayed on the right: General Information, Security, and Individual Skills. See screenshot located under General Information tab). Import Agent The Import Agent button allows you to add multiple agents to the Admin Portal at one time by importing a CSV file containing agent names and their personal information. To create a CSV file simply open Microsoft Excel, enter the required agent information (see Import Agents dialog box screen for formatting and content requirements), click Page 33 of 92

AGENT CONFIGURATION Save As, and select Save as type: CSV (Comma delimited). When complete, your file will look like this: To import agent list: First choose a team the agent will belong to. Highlight the team name and click Import Agent. ` Page 34 of 92

AGENT CONFIGURATION The Import Agents dialogue box opens. Click Choose File. Locate your CSV file containing your list of agents and click Open. Note: Only CSV files can be imported into the Admin Portal. Ensure your list of agents has been saved in the CSV format before importing. Click the chevron button in the Import Agents dialog box to view file format and content requirements for your list. If any of the required items are missing your file will not be imported. Page 35 of 92

AGENT CONFIGURATION The file name appears in the dialogue box. Click OK. The file is imported into the Admin Portal. All new agents are now listed under the selected team. When an agent is highlighted the following three tabs will be displayed on the right: General Information, Security, and Individual Skills. See screenshot located under General Information tab). General Information tab On the General information tab you may configure settings related to Identification, General Settings, In-call Status Timeouts, and Chat. Page 36 of 92

AGENT CONFIGURATION Identification User Name: - Enter a unique username that the agent will use to sign into the CCA or Admin Portal. Usernames are not case sensitive and have a sixteen character limit. First Name: / Last Name: - Enter the agent s full name as it will be displayed throughout the CCA and Admin Portal. Email: - Enter an email address so that the user can reset their own password via email by clicking on the Forgot Password link available when signing in. Page 37 of 92

AGENT CONFIGURATION General Settings Location: - Required only if multiple offices have been created; use the drop down to select an office for the agent. Please see Offices for more information. Virtual Ext: - When an extension is entered here, an entry for the agent will be created in the CCA phonebook (directory mode) only while the agent is signed in. The phonebook (logged agents mode) will do this even when this value is blank. Supervisor: - This setting is only used in conjunction with Classifications (Flagging Reasons) or the WorkForce Management add-on. Please see corresponding documentation to use this feature. Initial in-call status: - This setting controls which agent status the CCA launches into when a user signs in. Use the drop down menu to choose one of the following: Not Ready, Available, Accept Internal Calls, Busy On Break, or Busy Other. Enable integrated mail client within the CCA This setting is only used in conjunction with the supplied PBX functionality. In-call Status Timeouts Status timeouts define thresholds or what is considered an acceptable amount of time for an agent to remain in each status. When a timeout threshold is reached, the timer in the agent s CCA will turn red as a visual alert. The agent s name will also turn red on the Monitoring screen of the Admin Portal. Enter times in 24-hour format (hh:mm:ss). Not Ready occurs either when the CCA is launched or a dial-out is cancelled Wrap-up occurs after completing a call, email, or chat Other occurs when an agent selects a custom activity from the CCA Other status list On-Call occurs when an agent is on an inbound or outbound call On-Break occurs when an agent selects the Busy On Break status Page 38 of 92

AGENT CONFIGURATION Force to Available after timeout condition when in Not Ready, or Wrap-up Place a checkmark here to force the CCA to automatically change the agent s status to available when the threshold is reached for Not Ready or Wrap-Up. External Chat Nickname: - Enter a name for the agent as it should appear in customer chat windows. If left blank, the global nickname for chat defined on the General screen will be used. Max. Concurrent Sessions: - Defines the number of customer chat windows an agent can have open all at the same time. Use the drop down to select a value between 1 and 10. Comments This field can be used to store any additional information about the agent that may be helpful in the future. Only administrators and users with access to the Agents screen will see these comments. Note: Always click Update, located in the upper right corner to save your changes. Page 39 of 92

AGENT CONFIGURATION Security tab Click on the Security tab to assign a password and to adjust settings related to the user s Role and Permissions inherited from the team s default settings. Page 40 of 92

AGENT CONFIGURATION Change password: A password must be assigned to an agent before they are able to sign into the CCA or Admin Portal. There are no limitations or complexity requirements. To assign a new password to an agent, enter the new password in both the New Password and Confirm Password fields and click Change Password. Be sure to keep a record of the password so you can share it with the agent. Role: A user can be given one of the following four roles: Agent, Team Leader, Office Manager, or Call Centre Manager. These roles form a hierarchy and determine a user s scope and visibility of other users throughout screens of the Admin Portal. Users of peer level or above are hidden in Configuration screens, Monitoring, Recordings, and Reports. For example a user with the Agent role who is given access to the Monitoring screen will only see him-or herself being monitored. Team Leaders will see all agents within their team but no other Team Leaders or above. Office Mangers will see all Agents and Team Leaders within their location but no other Office Mangers or above. Call Centre Managers see everyone except other Call Centre Managers. Use the drop down to choose the role for the user. This user is a supervisor This setting is only used in conjunction with Classifications (Flagging Reasons) or the WorkForce Management add-on. Please see corresponding documentation. Permissions: Permissions allow you to manage the individual components and Admin Portal screens that your team will have access to. Place checkmarks next to the permissions you wish to grant to the user and click Update. Some permissions require a role of Team Leader or above or they will appear grayed out. Please see the next page for a list of all permissions and the specific access that is being granted with each permission. Note: Always click Update, located in the upper right corner to save your changes. Page 41 of 92

AGENT CONFIGURATION Permissions List: Access Call Centre Agent access to sign into CCA Access Call Centre Monitor access to Monitoring screen in Admin Portal Access Administration Site access to sign into Admin Portal Access recordings exposes the Recordings search screens in Admin Portal Access admin training material exposes Call Centre Administrator tab on Training screen (Admin Portal) Change general settings exposes General screen within Admin Portal (configuration tool) Update phonebook exposes Phonebook screen within Admin Portal (configuration tool) Change queue options and settings exposes Queues screen within Admin Portal (configuration tool) Change offices, teams, and agents exposes Agents screen within Admin Portal (configuration tool) Change IVR options and settings exposes IVR screen within Admin Portal (configuration tool) Change post call surveys* - exposes Post Call Survey screen within Admin Portal (configuration tool) Update prompt files* - exposes Prompt Files screen within Admin Portal (configuration tool) Change classification options exposes Classifications screen within Admin Portal (configuration tool) Change authorized extensions* - exposes Auth. Extensions screen within Admin Portal (configuration tool) Schedule telagents* - exposes Scheduled Telagents screen within Admin Portal (configuration tool) Change chat templates* - exposes Chat Canned Messages screen within Admin Portal (configuration tool) Change email service* - exposes inbound Emails screen within Admin Portal (configuration tool) Access drop zone* - access to knowledge base or other custom upload functions *Custom add-on Change own password allows agent to change own password with CCA Change password for other agents allows Admin Portal user to change password for other agents Access reports exposes the Reports screens in admin portal Access IT training material exposes Technical Documents tab on Training screen (admin portal) Change working hours exposes Working Hours screen within Admin Portal (configuration tool) Update contact list exposes Contact List screen within Admin Portal (configuration tool) Change skillsets exposes Skillsets screen within Admin Portal (configuration tool) Change activities exposes Activities screen within Admin Portal (configuration tool) Change bulletins exposes Bulletins screen within Admin Portal (configuration tool) Change hosted DIDs* - exposes Hosted DIDs screen within Admin Portal (configuration tool) Change additional caller IDs* - exposes Special Caller IDs screen within Admin Portal (configuration tool) Change blacklist* - exposes Black list screen within Admin Portal (configuration tool) Schedule dialouts* - exposes Scheduled Dialouts screen within Admin Portal (configuration tool) Change chat screen-pop* - exposes Chat screen-pop screen within admin portal (configuration tool) Change SWAT service* - exposes SWAT Service screen within Admin Portal (configuration tool) Page 42 of 92

AGENT CONFIGURATION Individual Skills tab On this tab you may assign a queue or multiple queues that the agent will be required to handle when they sign into the CCA. If a skillset has been activated for the agent s team it will not be visible on this tab. The skills belonging to that skillset will already be assigned to the agent and cannot be removed. You may however add any additional skills if applicable. To see if any skillsets are activated, check the team s settings on the Skillsets tab. Place a checkmark next to the skills you wish to assign to the agent and then click Update. The Priority setting can be used to designate an agent that is more specialized in a particular skill. Use the drop down menu to raise the priority of a skill for an agent. This will ensure requests for that skill will be delivered to the more specialized agent if the agent is available. Otherwise when priorities are all equal, the agent who has been available the longest will receive the request. Apply changes to active sessions after updating Place a checkmark here before clicking Update in order to apply changes to the agent if they are currently signed in with the CCA. Page 43 of 92

OTHER FEATURES Find The Find Agent feature allows you to search for agents within the Agents screen. Enter the first or last name of the agent you are searching for and click Find. This will locate and highlight the first entry that matches your search. Clone The Clone feature allows you to quickly create an agent by duplicating an existing agent with similar settings. Highlight the agent you wish to duplicate and click Clone. A new agent named Cloned User will be added to the team with identical general settings and skills. You may then give the cloned agent a unique username, full name, email address, and password. Delete Use this button to remove an agent or team from your list. A team can only be deleted when all agents within it have been deleted or relocated to other teams. Highlight the agent or team you wish to remove and click Delete. Page 44 of 92

ADMINISTRATOR PORTAL ACTIVITIES This document explains how to use the Activities page within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Activities Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 Add activities to the Call Center Agent (CCA) application to allow your representatives to track time spent on different projects, recurring tasks, and everyday events. Reports generated from the data gathered on each activity can assist in the better allocation of resources and management of your contact center. VIEWING ACTIVITIES Open the Activities screen to see a list of existing activities for your contact center. View activities Per Team, Per Queue, or view All activities at once, by selecting the correct View Activities option at the top of the screen. Page 45 of 92

ACTIVITIES Per Team View When Per Team view is selected, users can add/remove activities to/from various teams. From the Team drop down menu, select a Team. The Activities for the selected team appear. Edit team activities by selecting and unchecking the check boxes. Click Update to save your changes. Per Queue View When Per Queue is selected, users can add/remove activities to/from various queues. From the Queue drop down menu, select a Queue. The Activities for the selected queue appear. Edit queue activities by selecting and unchecking the check boxes. Click Update to save your changes. All View When All is selected, the user can add, read, update, and/or delete activities. The Applies to all Teams and Applies to all Queues columns allow the user to determine which activity applies to all queues teams or queues reducing the amount of times Page 46 of 92

ACTIVITIES required to add or remove queues to and from teams and queues and ensuring activities applied to teams and/or queues were created after the activity. Edit an Existing Activity To change the settings for a particular activity click Edit, located to the left of the activity you wish to change. Once you have made your changes click Update, located to the left of the activity. Delete an Activity To remove an activity, click Delete, located to the left of the entry you wish to remove. Page 47 of 92

ACTIVITIES ADDING ACTIVITIES You may choose to edit an existing activity or create a new activity. To create a new activity, click Add Activity. An Add Activity dialog box appears with blank fields ready to be populated. Activity Enter the name of the activity here as it should appear in the CCA. Availability Use the drop down menu to specify whether the activity will render the agent Busy or Available to take a phone call. None the activity is considered as a Busy status; incoming requests will not be delivered to the representative. Available activity can be interrupted, incoming requests may be delivered to the representative. Accept Internal Calls activity can be interrupted, but only by an internal teammate. To save your changes click OK, to discard changes click Cancel. Page 48 of 92

ACTIVITIES Each activity added will be listed in the CCA agent Status dropdown menu as one of the Other statuses. Page 49 of 92

ADMINISTRATOR PORTAL BULLETINS This document explains how to configure settings on the Bulletins page within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Bulletins provide a method to temporarily announce important information to your callers. Events such as service outages, office closures, and special promotions are all examples of when bulletins can be useful. One of the major benefits of this feature is the ability to safeguard your contact center service levels during an incident or emergency by deflecting excessive incoming calls. Document Name: Administrator Portal Bulletins Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 SCENARIOS USING BULLETINS Scenario 1: An Internet Service Provider (ISP) becomes aware of a service outage. They quickly record and activate a bulletin for their Tech Support queue to inform callers they are already working to fix the problem. When the service is restored, the ISP deactivates the bulletin. In this scenario the bulletin was activated for the Tech Support queue only. Callers who entered any other queue did not hear the bulletin play. Callers entering the Tech Support queue heard the bulletin and were able to hang up without having to wait to speak to a representative. This made it easier for customers calling with other issues to reach an agent and receive help. Scenario 2: An office closes due to an extreme weather alert. A bulletin is recorded and activated at the IVR level, informing all callers of the closure, and only giving them the option to leave a voicemail. In this scenario the bulletin was used to stop traffic to the entire IVR and all its queues. Callers had the option to leave a message knowing their call would be returned when the office re-opened. Scenario 3: A building is about to conduct a routine fire drill. The contact center in the building activates their pre-recorded bulletin which asks callers to call back in one hour. The bulletin is set to terminate the call after the message plays. In this scenario the bulletin was pre-recorded and available for use at any time. Having forced the call to end instead of giving the option to leave a message ensured their contact center agents would not return to a backlog of voicemails. Page 50 of 92

CREATING BULLETINS Navigate to the Bulletins screen where all your existing bulletins or placeholders for bulletins will be displayed with three columns: Code, Description, and Options. Code the prompt file number for the corresponding bulletin (typically prompts 901-910). Bulletin prompts are recorded in the same manner as the other prompts in your IVR. For instructions on recording prompts, please refer to the Prompt Recording Guide. Description use this field to describe a bulletin you ve just recorded. The description should clearly identify the message contained within the bulletin. Options the three options available for each bulletin determine what happens to the call flow after the bulletin has played for a caller. None After the bulletin plays, the caller can continue through the regular call flow (they can remain on the line to speak to an agent). Force to voicemail After the bulletin plays, the caller is sent to a voicemail box and given the option to leave a message. End call After the bulletin plays, the call is terminated. To create a bulletin: record an available bulletin prompt, enter a corresponding description, and select an option to determine its call flow. Note: Always click Update, located in the upper right corner, to save your changes. Page 51 of 92

ACTIVATING BULLETINS After creating and configuring a bulletin, it is stored and ready to be activated at any time. There are two places in the call flow where a bulletin can be applied: either for an individual queue, or for an entire IVR. To activate a bulletin at the queue level, navigate to the Queues screen and located the queue you wish to activate the bulletin for. Use the drop-down menu under the Active Bulletin column and select the appropriate bulletin from the list. To activate a bulletin for an entire IVR, navigate to the IVRs screen and locate the IVR you wish to activate the bulletin for. Use the Active Bulletin drop down menu to select the appropriate bulletin from the list. To disable a bulletin, locate the entry with the activated bulletin and choose None from the Active Bulletin drop down menu. Note: Always click Update, located in the upper right corner, to save your changes. Page 52 of 92

ADMINISTRATOR PORTAL IVRs This document explains how to use the IVRs page within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal IVRs Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 The IVRs screen can be used to rename an IVR, to activate a bulletin for an IVR, or to configure any customized settings implemented in your IVR such as callbacks, call forwarding during after hours, and hours of operation for individual queues. IVRS Open the IVRs screen within the Admin Portal to see the list of IVRs for your contact center. IVR Name For each IVR listed, you can change the IVR name simply by typing over the existing name. This change will be reflected in the Call Center Agent (CCA), the Admin Portal, and all reports with the IVR name as a field. Active Bulletin This setting allows you to activate a bulletin for an entire IVR. Use the drop down to select a bulletin from the list of available bulletins. Please see Bulletins for more information on creating bulletins. Page 53 of 92

IVRs Notes This field can be used to store any additional information about the IVR such as the phone number associated with it. Only users with access to the IVRs screen will see these notes. Note: Always click Update, located in the upper right corner, to save your changes. Advanced Settings allows you to configure items specific to your IVR(s) such as hours of operation for individual queues, call forwarding, and callbacks if any of these settings are applicable. Settings are created on a client-by-client basis and will only be visible if the functionality is required. Click on the Advanced Settings link to open a screen with your specific configuration items. Page 54 of 92

ADMINISTRATOR PORTAL Prompt Files This document explains how to use the Prompt Files page within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Admin Portal Prompt Files Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: March 30, 2015 The Prompt Files screen is used to manage your IVR prompt files. From this screen you can listen to prompt files, create new versions of your prompt file, restore previous versions of your prompt file, and edit an existing IVR prompt file. Note: Before IVR prompts can be managed they must be registered by your Service Provider. If prompts are not registered the prompt files will not be displayed on the Prompt Files screen. PROMPT FILES Open the Prompt Files screen within the Admin Portal to see the list of all IVR prompt files for your contact center. IVR This drop down menu lists all available IVRs. Select an IVR from the drop down list to display the prompt files associated with the IVR. Language This drop down menu lists all language folders available for the selected IVR. If only one language is available, the ANY folder will only be available. If multiple languages are available, the ANY folder along with a folder for each language will be available. Note: Each language folder contains its own set of prompts. For example, if you have an English and French folder that contain the 003 prompt file, the 003 prompt file in the English folder is different than the 003 prompt file in the French folder. This means when you are updating a prompt with the same ID number, in this case 003, you must update the prompt in both folders otherwise if you only update the English 003 prompt file, the French 003 prompt file will not be updated and you will have inconsistencies with the prompts in your IVR. Page 55 of 92

PROMPT FILES Prompts This column displays the Prompt ID number. Description This column provides a description of the prompt if one has been provided when the prompt file was created. Version This column indicates which version of the prompt is currently being used for the selected IVR. Listen allows you to listen to the prompt file recording. Click Listen to download the prompt file to your computer and listen to the recorded message. Create New Version allows you to upload a new prompt file. If you are using a generic prompt file across all your IVRs, the prompt file will change in the selected IVR as well as all other IVRs using the same prompt file. Example: Prompt 003 in IVR A English is the same prompt in IVR B English. Updating one will update the other. To avoid changing similar prompts in all IVRs, assign a new set of prompt IDs to each IVR (e.g. IVR A 2400 series prompts, IVR B 3400 series prompts, etc.). Ensure the file you are uploading is not too large. A 3 minute upload timeout exists, if the file is not uploaded within those 3 minutes you will receive an error indicating your prompt file is not uploaded. Note: The recorded prompt must be a WAV file. Also, ensure the prompt file is recorded in monophonic not stereophonic as it will be played and listened to over the telephone, which is a monaural system and is unable to play stereo recordings. Click Create New Version, a dialog box opens. Click Browse and locate the prompt file you want to upload to the selected IVR. In the Comments section, enter any comments for the selected prompt file. Once the prompt file is selected, click OK. The prompt file is now assigned to the selected IVR. Note: All old versions of the prompt file are never deleted. The Version column in the Prompt Files table indicates how many versions of the prompt are available. You can restore previous versions of a prompt file at any time. Page 56 of 92

Prompt Files Restore Version allows you to revert to a previous version of the prompt file. Click Restore Version, a dialog box opens. Select the prompt file version you want to revert to. Each version indicates the date and time the prompt was created. Click Listen to download the selected recording to your computer and listen to ensure it is the prompt you want. Click OK. The prompt file for the selected IVR is updated. Note: If the prompt version selected has not been recorded, when listened to the file will say prompt not recorded and nothing will be played back. Edit allows you to edit the selected prompt file. Click Edit, a dialog box opens. Click in the Prompt field to list all Prompt IDs for the selected IVR and select the new Promt ID that you would like assign to the IVR. Delete allows you to delete the selected prompt file. Click Delete to delete the file. Note: If a prompt is deleted, it will no longer play in the IVR. Page 57 of 92

ADMINISTRATOR PORTAL PHONEBOOK This document explains how to use the Phonebook page within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Phonebook Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 Use the Phonebook screen to manage the phonebook directory that your contact center representatives will have access to when signed into the Call Center Agent (CCA) application. Entries should be added for contacts that will frequently be dialed or transferred to. This is the only page where the directory can be modified. ADDING PHONEBOOK ENTRIES Open the Phonebook screen to see a list of existing phonebook entries. You may choose to edit an existing entry or add new entries. You can populate the phonebook either by adding individual entries or by using the import feature to import your contacts form another source. Add a Contact To create a new contact for your phonebook, click Add Entry. You will see a highlighted entry added with blank fields ready to be populated. Page 58 of 92

PHONEBOOK Ext. Enter an extension for the contact if applicable, the extension is not dialed by the CCA. (optional) Direct This will be the number dialed by the CCA, this field is mandatory. Enter a phone number for the contact (minimum of ten digits). It is not necessary to precede long distance phone numbers with a 1. Full Name Enter the contact s First Name in the first field and Last Name in the second field. Title Enter a position or title for the contact. (optional) Mailbox Enter an email address for the contact. (optional) Location Enter a location for the contact. (optional) Comments Enter a comment for the contact. (optional) To save you changes click Update, located to the left of the row. If you attempt to save an entry without a ten-digit phone number in the Direct column you will receive the following error: DID stands for Direct Inward Dial, please ensure at least ten digits are entered for the phone number in the Direct column. Edit an Existing Entry To update contact information for a particular entry click Edit, located to the left of the entry you wish to update. Once you have made your changes click Update, located to the left of the entry. Delete an Entry To remove a contact, click Delete, located to the left of the entry you wish to remove. Page 59 of 92

PHONEBOOK Export Phonebook To export or create a backup of all of your current phonebook contacts, click Export and you will be prompted to open or save a phonebook.csv file. CSV files can be opened by most spreadsheet programs and some contact managers. Import Contacts To import contacts form another contact manager, you must prepare a CSV file with the following columns in the order listed: First Name, Last Name, Email Address, Extension, Phone Number, Location, Title, and Comments. Columns may be left blank if no information is available however name and phone number are required to make the CCA phonebook functional. To ensure your CSV file is formatted properly, you may export the current phonebook (even if there are no entries populated) and use a spreadsheet program to copy and paste contact information into the appropriate columns. Make sure to re-save your file in CSV format. When your CSV file is ready, click Import and the Import Phonebook window will open. Page 60 of 92

PHONEBOOK Click Browse to locate your saved CSV file. If your CSV file contains column headers, place a mark in the checkbox so that column headers are not imported and then click OK. If the import is successful, your contacts will be added to the phonebook. Note: Imported contacts will be added to your current phonebook, to avoid duplication of contacts you must clear the phonebook before your e-import. Clear the Phonebook To remove all contacts from the phonebook click Clear. A confirmation window will open. It is recommended that you first export and create a backup of your phonebook before removing all contacts. Click OK to confirm. All contacts will be removed; the phonebook is now empty. Page 61 of 92

ADMINISTRATOR PORTAL CLASSIFICATIONS This document explains how to use the Classifications page within Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Classifications Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 Classifications can be enabled for any one or all of the following events: Incoming Calls, Outgoing Calls, and Emails. When enabled your agents have the ability to select specific disposition information for each event handled. Reports can later be run to summarize this data to gain customer insight and to determine what actions your staff is taking. This feature also provides your agents the ability to flag an event to their supervisor who is immediately notified by email, information of the even that just took place. Call Center Agent Opening classify window during a call Page 62 of 92

CLASSIFICATIONS OVERVIEW Call Center Agent Classify window The selections that will be available within each drop down field in the Classify window are configured within the Admin Portal. You can enable only the fields you need and set each of them to mandatory or optional. The agent then has to make the appropriate selections from the options you provide. The different fields you can enable are as follows: Client Type used to identify the type of customer and patron in contact. Claim No., Account No., Provider No. used to enter specific customer information. Main Subject, Sub-subject, Sub-subject Detail used to identify the reason for contact. Resolution used to identify what action the agent took to resolve the event. Flagging Reason used to specify the reason for emailing the supervisor the event details. Notes used to enter any additional information. This field cannot be disabled. Page 63 of 92

CLASSIFICATIONS GENERAL Open the Classifications screen and you will see five tabs displayed: General, Client Types, Subjects, Resolutions, and Flagging Reasons. The General tab is where the feature can be turned on or off for each type of event: Incoming Calls, Outgoing Calls, Emails, and Chats. The Disposition Mode on the left determines the behavior of the Classify window: Disabled the agent is not able to classify the event. The feature is turned off. Optional (no warning message) the Classify window will not open automatically. The agent can skip classifying the event and they will not receive a warning message. Optional (show warning message) the Classify window will automatically open. The agent can skip classifying the event though they will receive one warning message. Mandatory the Classify window will automatically open and the agent must classify the event before moving on to the next event. The Options on the right can make Client Type, Main Subject and Resolution fields mandatory. To save your selections click Update, located in the top right corner of the page. Note: If a field is set to mandatory, agents must make a selection in that field before submitting the classification data however unless the disposition is set to mandatory, the agent will be able to cancel the Classify window and not submit any data at all. Note: When mandatory, the Classify window opens automatically at the end of an event. The agent can also open or revisit the window at any point during the event by clicking the Classify button. Page 64 of 92

CLASSIFICATIONS CALLER TYPES The Client Types tab is where you can define the list of client types agents will select from when classifying the event. Examples you could use are Existing Customer, Prospective Customer, Partner, any type that is applicable to your company. For each type added you can then define further requirements such as notes or reference fields. To create a new Caller Type click Add. The Add Client Type window will popup, allowing you to name and configure the Client Type. Description The description field is used to specify the name of the Caller Type. With this example, the agent will be able to choose Existing Customer from the drop down field. Requires Notes This checkbox determines if an agent must enter information in the notes field before submitting the classification data. There is no character minimum for notes. Page 65 of 92

CLASSIFICATIONS CALLER TYPES Claim No, Account No, Provider No: - Three Reference fields can be used to enter information such as customer account numbers, case or ticket numbers, or any other relevant information specific to your company. Each field can be set to disabled, optional, or required. Applies to These checkboxes determine which events you wish to apply this client type to. To edit Client Types, click on the name of the Client Type you wish to edit, and the Edit Client Type window will popup. This window looks almost identical to the Add Client Type window. Hint: To quickly create duplicate Client Types, click Clone to the right of the Client Type you wish to duplicate and a new Client Type with the identical settings will be created. The name of the new type will also be identical except for an asterisk added to the front of the name. To edit the name, click on it to open the Edit Client Type window. The Client Type information is summarized on the main page of the Client Types tab. Page 66 of 92

CLASSIFICATIONS SUBJECTS The Subjects tab is used to create Main Subjects, Sub-subjects, and Sub-subject Details. The more levels you add the more detailed your reporting will be. Sub-subjects are created under a Main Subject so that they are available for selection only after an agent has selected the relevant Main Subject. For example you might use Technical Support as one of your Main Subjects and Internet Connectivity, Hardware, and Software as your Sub-subjects. You can then further categorize your Sub-subjects with Sub-subject Details. To create a new Subject, click Add at the top right of the page. The second Add button is used to create sub-subjects, which will be covered later in this document. Once you click Add, the Add Main Subject window will appear. Page 67 of 92

CLASSIFICATIONS SUBJECTS Description The description field is used to specify the name of the Main Subject. With this example, the agent will be able to choose Technical Support from the drop down field. Requires Notes This checkbox determines if an agent must enter information in the notes field before submitting the classification data. There is no character minimum for notes. Requires sub-subject selection This checkbox determines if an agent must enter a Sub-subject before submitting the classification data. Applies to These checkboxes determine which events you wish to apply this Main Subject to. Click OK to save your configuration. To create a Sub-subject, highlight the Main Subject you want the Sub-subject to appear under and click the second Add button. Description The Description field is used to specify the name of the Sub-subject. With this example, the agent will be able to choose Internet Connectivity from the drop down field. Page 68 of 92

CLASSIFICATIONS SUBJECTS Requires Notes This checkbox determines if an agent must enter information in the notes field before submitting the classification data. There is no character minimum for notes. Requires detail selection This checkbox determines if an agent must enter a Subsubject detail before submitting the classification data. Applies to These checkboxes determine which events you wish to apply this Subsubject to. A third Add button will now be available which can be used to add Sub-subject Details. Note: You will only see the Sub-subjects and the Sub-subject Details of the currently highlighted Main Subject. Page 69 of 92

CLASSIFICATIONS RESOLUTIONS Resolutions indicate what action the agent took to resolve the event. The Resolutions tab is used to define the list of resolutions your agents will select from when classifying the event. Click Add and the Add Resolution window will popup. Description The description field is used to specify the name of the Resolution. With this example, the agent will be able to choose Case Closed from the drop down field. Requires Notes This checkbox determines if an agent must enter information in the notes field before submitting the classification data. There is no character minimum for notes. Applies to These checkboxes determine which events you wish to apply this Resolution to. Page 70 of 92

CLASSIFICATIONS FLAGGING REASONS When filling out the Classify window, an agent can flag an event for the attention of their supervisor who will immediately be emailed information about the event along with any notes entered. The Flagging Reasons tab is used to define the list of flagging reasons that agents will select from. Click Add to create a Flagging Reason. When configuration is complete, the flagging reason and other fields can then be selected from the drop down fields by the agent. Page 71 of 92

CLASSIFICATIONS FLAGGING REASONS In order for the flagging feature to operate, each agent must be assigned a supervisor but first you must declare who the supervisors are. To give a user supervisor status, navigate to the Agents screen within the administrator portal. Locate and highlight the user you wish to make a supervisor by clicking on their name. Then click on the Security tab and select This user is a supervisor checkbox. Once you have given supervisor status to a user, click Update and you will be able to select that supervisor from the drop down for each agent within the General Information tab. Note: Be sure to populate the supervisors email address or they will not be notified of any flagged events. Page 72 of 92

ADMINISTRATOR PORTAL MONITORING This document explains how to use the Monitoring screen within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Monitoring Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 The Monitoring screen displays caller metrics for the day and identifies what is currently happening with your queues and any representatives signed into the Call Center Agent (CCA) application. A few executive functions can also be carried out from this page such as enabling the stand-alone Telagent feature or initiating live monitoring of a call in progress. MONITOR ACCESS Permission to access the monitor can be granted to a user on the Agents screen (see Agents). Any user can be granted access to the Monitoring screen provided they have access to the Admin Portal. This can be given without exposing other pages within the Admin Portal that the user should not have access to. The monitor can also be accessed using devices like smartphones and tablet PCs. Visibility The Role assigned to the user will determine the user s visibility of other users. Users of peer level or above are hidden, for example a user with the Agent role who is given access to the Monitoring screen will only see him- or herself being monitored. Team Leaders will see all Agents within their team but no other Team Leaders or above. Office Managers will see all users within their location except for Call Centre Managers. Call Centre Managers can see everyone in all locations except for other Call Centre Managers. READING THE MONITOR The Monitoring screen is divided into five separate panels: Daily Global Statistics, Daily IVR Statistics, Daily Queue Statistics, Current Queues Status, and Current Agent Status. Daily panels will show cumulative statistics for the day and Current panels will show you a real-time view of what is currently happening. See screenshot on next page. Page 73 of 92

MONITORING Use the double arrows to the left of each panel name to collapse or expand the panel. Use to collapse the panel and to expand the panel. Page 74 of 92

MONITORING Daily Global Statistics panel This panel displays the following metrics for all of your IVRs combined: Rd. (Received) total number of dials into your IVR phone number(s). Qd. (Queued) total number of calls queued An. (Answered) total number of calls answered Ab. (Abandoned) total number of calls abandoned (not answered) VM. (Voicemail) total number of calls answered by voicemail An. Rate (Answer Rate) percentage of calls answered Ab. Rate (Abandoned Rate) percentage of calls abandoned (not answered) Service Level percentage of calls answered within the Acceptable Waiting Time (AWT) set no the Queues screen. Calls abandoned after the acceptable waiting time will also impact the service level, see formula: Wait Time time callers have waited in queue (does not include hold time) Min. minimum wait time Max. maximum wait time Avg. average wait time Talk Time time callers have spent speaking with a representative (including any time put on hold). Min. minimum talk time Max. maximum talk time Avg. average talk time Page 75 of 92

MONITORING Daily IVR Statistics panel This panel will list all your IVRs and can be sorted by clicking any of the underlined column headings. The following metrics are displayed for each IVR: Qd. (Queued) total number of calls queued An. (Answered) total number of calls answered Ab. (Abandoned) total number of calls abandoned (not answered) VM. (Voicemail) total number of calls answered by voicemail An. Rate (Answer Rate) percentage of calls answered Ab. Rate (Abandoned Rate) percentage of calls abandoned (not answered) Service Level percentage of calls answered within the Acceptable Waiting Time (AWT) set no the Queues screen. Calls abandoned after the acceptable waiting time will also impact the service level, see formula: Wait Time time callers have waited in queue (does not include hold time) Min. minimum wait time Max. maximum wait time Avg. average wait time Talk Time time callers have spent speaking with a representative (including any time put on hold). Min. minimum talk time Max. maximum talk time Avg. average talk time Page 76 of 92

MONITORING Daily Queue Statistics panel This panel will list all queues within IVRs and can be sorted by clicking any of the underlined column headings. The following metrics are displayed for each queue: Qd. (Queued) total number of calls queued An. (Answered) total number of calls answered Ab. (Abandoned) total number of calls abandoned (not answered) VM. (Voicemail) total number of calls answered by voicemail An. Rate (Answer Rate) percentage of calls answered Ab. Rate (Abandoned Rate) percentage of calls abandoned (not answered) Service Level percentage of calls answered within the Acceptable Waiting Time (AWT) set no the Queues screen. Calls abandoned after the acceptable waiting time will also impact the service level, see formula: Wait Time time callers have waited in queue (does not include hold time) Min. minimum wait time Max. maximum wait time Avg. average wait time Talk Time time callers have spent speaking with a representative (including any time put on hold). Min. minimum talk time Max. maximum talk time Avg. average talk time Page 77 of 92

MONITORING Current Queues Status panel This panel will list your queues and display hat is currently happening with each queue. The list runs across the screen and can be sorted by any of the underlined column headings. When a queue is red in color, a caller in the queue has waited longer than the allotted Maximum Waiting Time set on the Queues screen. The following metrics are displayed for each queue listed: Calls number of calls currently waiting in the queue Agents number of agents currently signed into the queue. Wait waiting time of the caller who has been waiting in the queue the longest. When there are calls waiting click on the number of calls (see screenshot above) to open a screen which provides information about each call waiting in that particular queue (see screenshot below). You will see a list of callers in order of who has been waiting the longest: Name the caller s name, if not available the number will be repeated. Number the caller s number if available. Wait Time the length of time the caller has been waiting in the queue. Queue Name use the dropdown menu to move the caller to another queue. Item Priority use the dropdown to move a caller s position in the queue. Click Update to save any changes. Use the Queue drop down menu above to change views and see calls waiting in other queues or all your queues at once. Click Refresh to update the screen. Page 78 of 92

MONITORING Current Agent Status panel This panel will list all agents currently signed into the CCA and display a short summary at the bottom of the list. The list can be sorted by any of the underlined column headings. When an agent name is red in color the agent has been in the current status longer than the timeout threshold set for that status on the Agents screen. The following information is displayed for each agent listed: Agent the agent s full name. Team the name of team the agent belongs to. Phone Ext the direct extension the agent used to sign into the CCA. Status the agent s current on-call or activity status. Duration the length of time the agent has been in the current status. Incl. Calls An. total number of incoming calls answered. Inc. Calls Miss. total number of incoming calls missed (not answered). Inc. Calls Trans. total number of incoming calls transferred out to third parties. Out. Calls total number of outgoing calls completed successfully. Log. On total time logged on. Not Set total time spent in the Not Ready agent status. Avail total time spent in the Available agent status. Time Management On Inc. Calls total time spent on incoming calls. Time Management On Out. Calls total time spent on outgoing calls. Wrap-up total time spent in the Busy Wrapping Up agent status. Break total time spent in the Busy On Break agent status. Other Total time spent in any of the Other agent statuses Start Date date and time the agent first logged on for the day or current session. Page 79 of 92

MONITORING Current Agent Status panel buttons Log Off Allows you to log agents out of the CCA. Select the checkbox to the left of any agents you wish to log out and click Log Off. A confirmation window will open. Log Telagent On The Telagent feature allows a user to receive queued calls without signing into the CCA. To log a user on as a Telagent click Log Telagent On. Use the User Name drop down menu to select the user and enter the number where they can be reached in the Phone Ext field and then click OK. Switch to Telagent This button can be used as a disaster recovery mechanism. If any agents are suddenly experiencing an internet outage, they can quickly be switched to stand-alone Telagents. Select the checkbox to the left of any agents you wish to switch and click Switch to Telagent. This will immediately switch your agents to Telagents; a confirmation window will not open. If you are affected by the same outage and cannot find an internet connection or smartphone, please call support or have your agents switched remotely. When your service has been restored your agents can sign into the CCA to resume operations normally. Page 80 of 92

MONITORING Send a Message To send a one-way message, place a checkmark to the left of any Agents you wish to send your message to and click Text Message. A Message window will open. Enter your text in the message field and click OK. Live Monitoring To listen to a live call you must place a single checkmark to the left of the Agent you wish to listen to and click Live Monitoring. This will only work if the agent is already on a call in progress. A window will open; enter the number of the phone you wish to use to listen in on the call. You will receive a phone call where you will hear the conversation but neither the agent nor the customer will hear you. If coaching is available, enabling the feature will allow you to whisper or speak to your agent privately, unbeknownst to the caller. You can also provide the agent with assistance by speaking directly to the caller while the agent is still on the call; this is referred to as barging in on the call. Once you have barged in on the call the caller will be able to hear you speak. To barge in on a call dial 00#. You can also take control of the call by disconnecting the agent from the call; this is referred to as kicking the agent off the call. To kick the agent off the call dial 01#. Queue Monitoring When an agent is on a call, the agent status will read On Call. Place your mouse over the On Call status to see from which queue the call was answered. Page 81 of 92

MONITORING Other Features Pause Click Pause to stop the monitor from refreshing the page. When paused you can click Resume to continue refreshing the page. Options Options allow you to change how often the page is refreshed, when a service level should change color, and which panels or columns are displayed. Enter new values and/or make your selections and click OK. Page 82 of 92

MONITORING Filtering To apply a filter to the Monitoring screen, click Filtering and a window will open: The filter only applies to Current panels, when enabled the visibility of the Monitoring screen will be limited only to items being filtered. You may filter on the agent s name, team, extension, or status. You may also filter the queues by queue name. Enter a value in any of the fields and click OK. You will know a filter is being applied when the Filtering button is red. Click Filtering once more to remove the applied filters and return the Monitoring screen to original visibility. Page 83 of 92

ADMINISTRATOR PORTAL REPORTS This document explains how to use the Reports pages within the Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Reports Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 The Reports screen is where you can generate information on the performance of your contact centre such as statistics for your IVRs, queues, and representatives. GENERATING A REPORT Open the Reports screen and the following five tabs will be displayed: General, queues, Agents, Call Tracking, and Billing. Every account will begin with the following ten standard executable reports among the five tabs: General tab IVR Overall summary of IVR activity. After-hours Calls details for calls received outside of regular office hours. Unanswered calls details for abandoned calls. Queues tab Daily Queue Productivity daily statistics of queue activity. Agents tab Daily Agent Activity specific agent activity per day. Call Tracking tab Call Tracking with grouping details for every call handled by the IVR/DNIS along with Classification Information if available. Billing tab Daily Concurrent Sessions Peak highest number of concurrent sessions. Dialout Billing billing information for calls placed outbound. Inbound Billing billing information for calls received inbound. Every report can be conducted for a user-specified time period. Page 84 of 92

REPORTS Click on a link for a report and a page will open where parameters can be entered for generating the report. Each report will have its own set of parameters. The Daily Queue Productivity report will be used as an example in this document. For more information on other reports, please contact your service provider. Enter a date range in the From: and To: fields. Times can optionally be added to your date range. Use the following format: mm/dd/yyyy hh:mm:ss. Specify which queue or queues you wish to generate the report for. Next to each queue listed, you may place a checkmark or use the Clear All and Select All buttons to the right for quicker selecting. To see queues in the list that are no longer active, place a checkmark in the box labeled Include non-active queues found on the right side. Optionally place a checkmark in the box labeled Send To: and enter any email addresses to the right to send a copy of the PDF report you re about to generate. Once you have finished entering all the parameters, click Execute Report. Page 85 of 92

REPORTS Once you have executed a report, the My Reports screen will open. Located under Reports, the My Reports screen resembles a print spooler, showing which reports have been queued to be generated, and which are ready for display. When the status indicates that the report is Ready, you may click on the report name found to open the generated report. For convenience and easy retrieval, generated reports will stay in the My Reports screen for a period of seven days. If the report that you have generated is no longer listed, you may run the repot again with the same parameters. Statistical data for your contact center is kept for a period of five years. To remove a report from the list, click Delete, located on the right. After clicking on a report name, a new page will open and display the report. You will also have the option to download the report for your personal storage in a variety of formats. Please see screenshot on next page. Page 86 of 92

REPORT SAMPLE Use the gray navigation bar to move between pages or adjust the zoom level. Change Parameters Click to go back and enter new parameters for the report. Export to PDF Click to export and save the report in PDF format. Export to Excel Click to export and save the report in MS Excel format. Export Data Click to export the raw data of the report (no formatting). For more information on available reports and understanding reports, contact your service provider. Page 87 of 92

REPORTS Audit Trail The Audit trail search feature allows you to search and view a list of actions performed in the Admin Portal between specified dates. You can view an entire audit trail for every action that has been performed within the Admin Portal, or you can choose to view audit trails for a specific user. To view an audit trail: In the left Navigation pane, click Audit Trail located under Reports. In the From: Field type the start date from which you want the audit trail to begin. In the To: field, type the end date from which you want the audit trail to end. In the User: field, type the name of the agent whose audit trail you d like to view. You can leave this field blank if you want to view a complete audit rail of all actions performed, across multiple users, for the dates selected. Click View. The Audit trail list appears on the bottom portion of the screen; the list will include the following information: Event Date, Username, and Event Description. See screenshot on following page. Page 88 of 92

ADMINISTRATOR PORTAL RECORDINGS This document explains how to use the Recordings pages within Administrator Portal. Bold type represents screen names and items within the Administrator Portal. Document Name: Administrator Portal Recordings Document Type: Procedure Document Division: Support Document Version: 4.0 Document Date: January 11, 2013 The screens under the Recordings heading are used to search for call recordings or chats made or received through the Call Center Agent (CCA) application. Your recordings will be kept for the period of time indicated on the General page. To disable recordings, please contact your service provider. SEARCH FOR A RECORDING Recordings can be searched for the following categories: Inbound, Direct Transfers, Outbound, and Chats. Inbound Search for recordings captured from incoming calls. Direct Transfers Search for recordings captured from calls that were transferred by the agent. Outbound Search for recordings captured from outgoing calls. Chats Search through chat logs captured from customer/internal chats. To begin searching for recorded calls or chats, click on the appropriate category. The selected page will open with parameters that can be entered for your search. Every search for recordings can be conducted with a user-specified time period. See screenshot on next page. Page 89 of 92

RECORDINGS Parameters are optional and help narrow your search. Only the first one hundred matches will be displayed, please make your search criteria as specific as possible. For an explanation of each parameter please see the next page. Page 90 of 92

RECORDINGS SEARCH PARAMETERS The following parameters apply to all search categories: From: / To: - enter a date range using the following format: mm/dd/yyyy. Client Type; / claim No: / Account No: / Provider No: / Main Subject: / Sub-subject: / Sub-subject details: / Resolution: / Notes: - values that may have been entered in Classifications by the agent. With the exception of Direct Transfers, you can specify which agents you wish to include in your search. Next to each agent listed, you may place a checkmark or use the Clear All and Select All buttons to the right for quicker selecting. To see agents in the list that are no longer active, place checkmark in the box labeled Include non-active agents found on the right side. The following parameters apply to searches of inbound calls: Calling Number: - the phone number of the caller (from caller ID). Calling Name: - the name of the caller (from caller ID). Number Dialed (DNIS): - the IVR number the caller dialed. The following parameters apply to searches of direct transfers: Calling Number: - the phone number of the caller (from caller ID). Calling Name: - the name of the caller (from caller ID). Number Dialed: - the phone number that the agent transferred to. The following parameters apply to searches of outbound calls: Number Dialed: - the phone number that the agent dialed out to. The following parameters apply to searches of chats: Keywords: - a word or phrase that may have been typed in the chat. You may enter partial string for a word or number, do not use wildcards. The logic used to conduct searches with multiple parameters is the Boolean AND gate. Once you have finished entering any parameters, click Search. Page 91 of 92

RECORDINGS After clicking Search the results of the search will be displayed for review in chronological order: The results will display the date, duration, caller ID, queue name, agent name, phone extension of the agent, and any classification fields if available. To listen to a recording or read a chat log, click on the date/time link to the left of the record. This will download the file to your hard drive. Recordings are saved in MP3 format, chat logs are saved as TXT files. MP3 files can be played by most common audio players. TXT files can be opened by most common word processors. You may keep these downloaded files for your records or for sharing with other members of your organization. Page 92 of 92