Telax Administrator Portal Table of Contents A. Getting Started... 2 B. Home... 2 C. Executive Dashboard... 3 E. Configuration... 5 1. General Page... 5 2. Working Hours... 5 3. Contact List:... 6 4. Queues:... 6 5. Skillset... 7 6. Offices :... 8 7. Agents:... 8 8. Activities... 10 9. Bulletins:... 11 10. IVR:... 12 11. Prompt Files:... 12 12. Phonebook:... 13 13. Classifications:... 13 F. Monitoring... 14 G. Reports:... 14 H. Recordings:... 15 P a g e 1 15
A. Getting Started To navigate to the Telax Admin Portal Sign In page: Copy and paste the following URL into the browser of your choice: https://<accountid>.mycontactcenter.net/portal/clientsignin.aspx 1. Replace <accountid> in the URL with your client Account ID Ex: Regina is the account ID for Service Regina Hence the URL will be https://regina.mycontactcenter.net/portal/clientsignin.aspx 2. Provide username and password and click on sign in 3. The Admin Portal Sign In page opens B. Home 1. Upon signing into the Admin Portal, you are presented with the Home page. The Home page displays Announcements and Current Network Status (section displays any upcoming maintenance that will be occurring to the system) 2. Your user name is displayed on the top right corner of the page. 3. If you encounter any issues with the Admin Portal, you can contact Support by clicking the link, located at the top of the page. 4. To contact support via telephone, dial the phone number 1.888.808.3529 5. You can collapse the vertical pane by clicking on the icon on the top list. You can see navigation on the left side of the page and top. 6. The left pane elements are configurational elements that can be used by Managers, coordinators and etc. to manage day to day contact center needs like assigning skillsets, running reports, adding a bulletins and etc. P a g e 2 15
C. Executive Dashboard The dashboard allows you to monitor real-time Contact center statistics, call queues, service levels, agent performance and much more. 1. The Call Center Metrics measures the answer rate at which calls are being answered, the average wait time, maximum wait time, current wait time, and average handling time of calls before and after they are connected to an Agent. 2. The Service Level measures the percentage of incoming calls answered by Agents within the Acceptable Waiting Time (AWT) set on the Queues screen 3. Call volume: This is a graphical illustration of when average, minimum and maximum call volumes occur each day for the selected queue 4. Agent Activity measures agent activity in 30 minute intervals 5. Call Classification measures the top 10 calls received so far 6. Call Distribution: This is a graphical illustration of which queues the calls have been distributed for the current day. P a g e 3 15
D. Metrics Dashboard 1. The Metrics Dashboard displays numeric metrics and alerts allowing you to see the health of the call center at a quick glance 2. Current metrics totals represent what is occurring in the selected queue or team at the current time (i.e. now) whereas Daily metrics totals are cumulative representations for what is occurring in the selected queue or team throughout the duration of the day 3. The Occupancy Rate measures what % of time an agent or team is spending in the queue. 4. The Dashboard Settings allow you to change the threshold alert settings for the dashboard. Click the Thresholds tab to change the threshold alert settings for the dashboard P a g e 4 15
E. Configuration Unlike the old portal here multiple submenus are collapsed and added under Configuration menu. You can expand them by clicking on this arrow. 1. General Page This page is used to define global settings that affect the behavior of your contact center operations including caller ID, voicemail, time zone, music on Hold. 2. Working Hours This page is used to set the hours of operation and holidays for your contact center. The Standard Working Hours page is divided into two tabs: Working Hours and Holidays P a g e 5 15
Working hours can be updated by direct changing the time in Opening and Closing time boxes and click on update. To add a holiday, click on holiday tab on the top and click on Add Holiday. A new entry will be created, update the date and description of the holiday. To edit a holiday, click on edit button for the holiday that needs to be changed and update the date. Note If you want to implement queues with Customizable hours, those settings are configured on IVR Page under Advance settings. 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. 3. Contact List: The Contact List page is a simple directory only viewable by users with access to this specific screen 4. Queues: Queues are designed to hold customer requests in sequence until a contact center agent can attend them. A queue can also be used for skills-based routing to automatic distribution of incoming requests to most suitable representative. Each queue is comprised of Name, Type (if it is voice or email), priority (allows you to prioritize the order in which the requests will be distributed), Acceptable waiting time (When this time expires, the CCA display will change the font color of that queue from green to orange), Maximum P a g e 6 15
Waiting Time (what is too long for a request to wait in queue. when this time expires, monitoring screen will change the font color of that queue to red as a visual alert) Manage hours: this section is not applicable when using working hours schedules Manage Alerts: Set up an alert for different situations. Like we have set up for queue unattended send an email to service Regina. 5. Skillset Skillset is a saved configuration of one or more queues that can be assigned to an entire team all at once The Skillsets section, located on the right side of the page, displays a list of all your existing skillsets The skillset whose name is highlighted in blue, and is displayed in the Selected Skillset field, determines the settings shown on the right side of the page To create a new skillset, Click Add. A highlighted entry named New skillset is added to the list of Skillsets. The Priority Setting is used to designate a team that is more specialized in a particular skill Use the dropdown menu to raise the priority of a skill and apply that skillset to the team; this ensures requests for that skill are delivered to a more specialized agent if one is available P a g e 7 15
6. Offices : Add offices to identify different locations for your contact center operations 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. A highlighted entry named New office is added to the list of offices and assign agents to that office. 7. Agents: The Agents page allows you to create user accounts for your contact center representatives and administrators. Add Agent: New agents can be added by either clicking on Add Agent on the top or by cloning an existing user so the same settings can be replicated to new agents. First choose a team the agent will belong to. Highlight the team name or any agent within the team. Click Add Agent. A highlighted entry named New Agent is added to the team. The initial settings for this agent are determined by the team's default settings. P a g e 8 15
Clone Agent: The Clone feature allows you to quickly create an agent by duplicating an existing agent with similar settings as shown in above picture. To clone: 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. Give the cloned agent a unique username, full name, email address, and password. Security: Click on the Security tab to 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 A password must be assigned to an agent before they are able to sign into the CCA 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. A user can be given one of the following four roles: Agent, Team Leader, Office Manager, or Call Centre Manager. P a g e 9 15
Permissions allow you to manage the individual components and Admin Portal screens that your team will have access to. To assign permissions to a user: Place checkmarks next to the permissions you wish to grant to the user. Click Update. Delete an Agent: Highlight the agent or team you wish to remove. Click Delete You can also force the agents to available status by clicking on this check box. 8. Activities Activities created will allow agents to track time spent on different recurring tasks and everyday events. Adding Activity: Click Add Activity An Add Activity dialog box appears with blank fields ready to be populated. In the Activity field, enter the name of the activity as it should appear in the CCA. From the Availability dropdown menu, specify whether the activity will render the agent Busy or Available to take a phone call. Click OK to save your changes. P a g e 10 15
9. Bulletins: Bulletins provide a method to temporarily announce important information to your callers. Events such as Outages, High call volumes or any announcements can be set up as bulletin. We can select an option to determine its call flow. Bulletins page shows the names of the bulletin, and the status (active or inactive) Also settings can be changed like forcing the call to leave a voice mail, terminate the call or transfer call to a different number by clicking on options. Bulletins can be activated by selecting either the IVRs tab or the Queues tab. P a g e 11 15
Activating Bulletins from the Queues Page 1) Navigate to the Queues page. 2) Locate the queue you wish to activate the bulletin for. 3) From the Active Bulletin drop-down menu, select the appropriate bulletin from the list. 4) Click Update, located in the upper right corner, to save your changes. Activating Bulletins from the IVR Page 1) Navigate to the IVRs screen. 2) Locate the IVR you wish to activate the bulletin for. 3) From the Active Bulletin drop down menu, select the appropriate bulletin from the list. 4) Click Update, located in the upper right corner, to save your changes. 10. IVR: The IVRs page can be used activate a bulletin for an IVR or configure any customized settings as callbacks, call forwarding during after hours, and hours of operation for individual queues. For each IVR listed, you can change the IVR name simply by typing over the existing name Settings allows you to configure items specific to your IVR(s) such as hours of operation for individual queues, call forwarding, and callback s 11. Prompt Files: 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. P a g e 12 15
12. Phonebook: Phonebook screen is used to manage the phonebook directory that your Agents 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. 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 13. Classifications: 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 subject or sub-subject. The Subjects tab is used to create Main Subjects, Sub-subjects, and Sub-subject Details. Add a Subject: Click on Add besides Main subjects Provide the Subject name under Description Check the boxes as applicable P a g e 13 15
Add Sub-Subject : To add Sub-subject, select the Subject under which it needs to be added This will list the sub-subjects in the bottom. Click on Add 14. The post call survey allows your customers to provide feedback regarding your contact center. F. Monitoring Monitoring page displays caller metrics for the day and identifies what is currently happening with your queues and any agents signed into the CCA Application. 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 G. Reports: 1. General tab: IVR Overall - Summary of IVR activity. 2. Queues tab: Statistics of queue activity per day, month or year 3. Agents tab: specific agent activity per day, month, or Year 4. Call tracking tab: details for every call handled by the IVR along with Classification Information if available. 5. Billing tab: Daily Concurrent Sessions Peak highest number of concurrent sessions. 6. Custom Tab: There are different custom created reports. 7. Audit Trail page allows you to view a user's activity in the Admin Portal during a selected timeframe. P a g e 14 15
To schedule a report: Click Schedule, located in the left Navigation Pane, to open the Report Scheduler page. The report scheduler allows you to schedule a timeframe when you want your reports to run. To schedule a report: Click Add Scheduled Report. H. Recordings: Used to search for call recordings (audio), emails and chats if applicable made or received through the CCA application. The page will open with different parameters that can be entered for your search. Only the first 100 matches will be displayed hence it is better to keep your search criteria as narrow as possible Call Type - Select the type of phone call being searched Processed between: enter a date range using the following format: mm/dd/yyyy. If you would like to search between selected time range use following format mm/dd/yyyy HH (24 hour format ex: 01/24/2017 15:00) You can further refine your search by providing customer name or number, subject, sub-subject and etc. P a g e 15 15