V-Portal - Version 4.1 - User Guide (rev d)
V-POR
TAL - VERSION 4.1
V-PORT
USER GUIDE
VPI • 160 Camino Ruiz, Camarillo, CA 93012-6700
(Voice) 800-200-5430 • 805-389-5200 • (Fax) 805-389-5202
www.vpi-corp.com
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V-Portal - Version 4.1 - User Guide (rev d)
Contents
Overview -------------------------------------------------------------------------------------------------------------------------------------------------------- 4
Personalization and Customization -------------------------------------------------------------------------------------------------------------- 4
Layout ----------------------------------------------------------------------------------------------------------------------------------------------------- 4
Secure Login -------------------------------------------------------------------------------------------------------------------------------------------------- 5
My VPI ----------------------------------------------------------------------------------------------------------------------------------------------------------- 6
Create Mode --------------------------------------------------------------------------------------------------------------------------------------------- 7
WebPartZones ------------------------------------------------------------------------------------------------------------------------------------------ 7
Design Mode -------------------------------------------------------------------------------------------------------------------------------------------- 8
Interactions --------------------------------------------------------------------------------------------------------------------------------------------------- 10
My Searches Designer ------------------------------------------------------------------------------------------------------------------------------ 10
Building a Search ------------------------------------------------------------------------------------------------------------------------------- 11
Advanced Criteria ------------------------------------------------------------------------------------------------------------------------- 11
Save My Search ---------------------------------------------------------------------------------------------------------------------------------- 13
Search and Playback -------------------------------------------------------------------------------------------------------------------------------- 15
Set Criteria ---------------------------------------------------------------------------------------------------------------------------------------- 16
Search Results ---------------------------------------------------------------------------------------------------------------------------------- 16
Search Results - Field Descriptions ........................................................................................................................... 17
Play a Call ----------------------------------------------------------------------------------------------------------------------------------------- 20
Save Call ------------------------------------------------------------------------------------------------------------------------------------------ 22
Email a Call -------------------------------------------------------------------------------------------------------------------------------------- 23
Send as an attachment or as a link ..................................................................................................................... 24
Address Book ------------------------------------------------------------------------------------------------------------------------------ 24
Prior Recipients Addresses ------------------------------------------------------------------------------------------------------------ 25
Assign Perishable PIN ------------------------------------------------------------------------------------------------------------------------ 26
Flag and Comment ----------------------------------------------------------------------------------------------------------------------------- 27
Search Preferences/Use GMT Offset .......................................................................................................................... 28
Evaluate Call ------------------------------------------------------------------------------------------------------------------------------------------- 29
Live Monitoring ----------------------------------------------------------------------------------------------------------------------------------------- 30
Channel/Agents/Monitor Server ------------------------------------------------------------------------------------------------------------- 30
Create Channel and/or Agent Monitoring Groups ....................................................................................................... 30
Edit/Delete Channel and/or Agent Monitoring Groups ................................................................................................ 31
Evaluations --------------------------------------------------------------------------------------------------------------------------------------------------- 33
Evaluator ------------------------------------------------------------------------------------------------------------------------------------------------ 33
Agent Selector ----------------------------------------------------------------------------------------------------------------------------------- 33
Evaluation Form --------------------------------------------------------------------------------------------------------------------------------- 34
Performing the Evaluation -------------------------------------------------------------------------------------------------------------------- 35
Completing/Finalizing Evaluation ---------------------------------------------------------------------------------------------------------- 37
Evaluation Reviewer --------------------------------------------------------------------------------------------------------------------------------- 39
Viewing Sessions ------------------------------------------------------------------------------------------------------------------------------ 41
Completing/Finalizing Evaluations --------------------------------------------------------------------------------------------------------- 43
Evaluation Designer --------------------------------------------------------------------------------------------------------------------------------- 45
Create/Edit a Form ----------------------------------------------------------------------------------------------------------------------------- 46
Form Name/Description ---------------------------------------------------------------------------------------------------------------- 46
Form Scoring Model ---------------------------------------------------------------------------------------------------------------------- 46
Protection Level --------------------------------------------------------------------------------------------------------------------------- 46
Add Pages ---------------------------------------------------------------------------------------------------------------------------------- 46
Form Page Designer -------------------------------------------------------------------------------------------------------------------------- 47
Copy Existing Page(s) ------------------------------------------------------------------------------------------------------------------- 47
Create a New Page ---------------------------------------------------------------------------------------------------------------------- 47
Editing a Page ----------------------------------------------------------------------------------------------------------------------------- 47
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TOC
V-Portal - Version 4.1 - User Guide (rev d)
Creating a Question ---------------------------------------------------------------------------------------------------------------------- 48
Copy an Existing Question ------------------------------------------------------------------------------------------------------------- 48
Create a New Question ----------------------------------------------------------------------------------------------------------------- 49
Question and Help Text ----------------------------------------------------------------------------------------------------------------- 49
Select a Skill for this Question 49
Continue to Answer Information ........................................................................................................................... 50
Choosing an Answer type -------------------------------------------------------------------------------------------------------------- 50
Text Edit -------------------------------------------------------------------------------------------------------------------------- 53
Multi-line Text Edit ------------------------------------------------------------------------------------------------------------- 53
Numeric ------------------------------------------------------------------------------------------------------------------------- 54
Numeric Edit ------------------------------------------------------------------------------------------------------------------- 54
Editing a Question ------------------------------------------------------------------------------------------------------------------------ 55
Evaluation Manager ---------------------------------------------------------------------------------------------------------------------------------- 57
Form Status Management - Change Form Status................................................................................................ 57
Form Element Suppression - Hide/Expose Forms................................................................................ 59
Form Element Suppression - Hide/Expose Pages................................................................................ 61
Form Element Suppression - Hide/Expose Questions.......................................................................... 63
Finalize Evaluations - Outstanding Evaluations .................................................................................................. 65
Skills Management ---------------------------------------------------------------------------------------------------------------------- 67
Activ! Reports ------------------------------------------------------------------------------------------------------------------------------------------------- 68
Reports Designer ------------------------------------------------------------------------------------------------------------------------------------- 68
Report Creation --------------------------------------------------------------------------------------------------------------------------------- 70
Current Report Criteria ------------------------------------------------------------------------------------------------------------------------ 70
Template ------------------------------------------------------------------------------------------------------------------------------------------ 70
Included Data ------------------------------------------------------------------------------------------------------------------------------------ 71
Report Name/Description -------------------------------------------------------------------------------------------------------------------- 71
Group/Agent -------------------------------------------------------------------------------------------------------------------------------------- 71
Form ------------------------------------------------------------------------------------------------------------------------------------------------ 72
Skill ------------------------------------------------------------------------------------------------------------------------------------------------- 73
Start Time/End Time/Time Frame/Number of Periods Preceding .............................................................................. 73
Report Viewer ----------------------------------------------------------------------------------------------------------------------------------------- 74
Action Menu Items in Unlock Mode -------------------------------------------------------------------------------------------------------- 74
Report Viewer—Drilldown Capabilities -------------------------------------------------------------------------------------------------- 75
QM Agentivity Dashboard --------------------------------------------------------------------------------------------------------------------------------- 76
Starting QM Agentivity Dashboard ---------------------------------------------------------------------------------------------------------------- 76
Refreshing, Hiding, and Exiting QM Dashboard ................................................................................................................ 77
Configuration ------------------------------------------------------------------------------------------------------------------------------------------------- 78
Users and Groups ------------------------------------------------------------------------------------------------------------------------------------ 78
Adding/Editing Users -------------------------------------------------------------------------------------------------------------------------- 78
Filters ----------------------------------------------------------------------------------------------------------------------------------------------- 79
User Detail Settings ---------------------------------------------------------------------------------------------------------------------------- 79
Adding Groups ----------------------------------------------------------------------------------------------------------------------------------------- 80
Adding Users to Groups ---------------------------------------------------------------------------------------------------------------------- 80
VPortal Agent Import ---------------------------------------------------------------------------------------------------------------------------- 82
Importing a CSV formatted file -------------------------------------------------------------------------------------------------------------- 82
Revision History --------------------------------------------------------------------------------------------------------------------------------------------- 83
Copyright © 2008, Voice Print International, Inc.
The information contained herein is subject to change without notice.
As the registered end user, you are free to make and use as many
copies of this manual as you like, so long as it is used for internal
purposes only and is not transmitted in any manner whatsoever to any
individual, organization or corporate entity not specifically named in
your End User License Agreement.
Voice Print International, Inc., shall not be liable for technical or editorial
errors or omissions contained herein.
TOC
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V-Portal - Version 4.1 - User Guide (rev d)
Overview
VPI’s dedication to understanding and meeting the needs of our customers has resulted in the development of Activ!
Performance Suite™. A gateway to VPI’s Activ! Performance Suite™, is the dynamic ‘V-Portal’ offering secure, unified
Web browser-based access to VPI’s tightly integrated, modular suite of contact center solutions and integrated thirdparty applications. In addition to improved communication and collaboration with unified, real-time access to business
intelligence from disparate systems, ‘V-Portal’ enables users to customize and personalize their own ‘My VPI’ page to
quickly and efficiently navigate directly to the features and functions that meet their specific needs.
Personalization and Customization
Acitv! Performance Suite™ 4.0 leverages Microsoft ASP .NET 2.0 and Windows Communication Manager 3.0 foundation
and portal framework. This allows you to personalize your V-Portal home page to create your own, personal ‘My VPI’
page via fluid “drag and drop” functionality. New AJAX technology has been implemented to provide a better, more fluid
user experience.
Layout
There are currently five Sections available within the V-Portal Interface:
My VPI—Quickly and efficiently navigate directly to the features and functions that meet their specific needs.
Interactions—With Interactions, you can quickly search and playback calls with the quick query module, and you can
easily save those searches with the click of a button. ‘Live Monitoring’ allows Users with access rights to monitor
singular, multiple, or random Channels or Agents in ‘Real-Time’.
Evaluations—With Activ! IQ Evaluations, you can seamlessly work between observing interactions, scoring those
interactions, and viewing performance statistics based on that data.
Reports—With Activ! Reports, you can quickly and readily view the information that is important to you. From this
page, you can view existing reports that you have created, create new reports from existing report templates, and you
can edit the reports that you have previously created.
QM Agentivity Dashboard —QM Agentivity Dashboard is an interactive, real-time, multi-view, window into your contact
center performance. The Dashboard is docked at the top of the Windows Desktop presenting individual performance
statistics or group metrics.
Configuration—Manage V-Portal’s Users and Groups (All other configurable Sections are covered in the
‘V-Portal Configuration Guide, Version 4.1’).
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Overview
V-Portal - Version 4.1 - User Guide (rev d)
Secure Login
To ensure utmost security, Activ! Performance Suite™ offers multi-level authentication at both the client/server/service
level. Additionally, Activ! Performance Suite’s login security is enhanced by its Microsoft encrypted
SALT and irreversibly MD5 hashed passwords.
Your Administrator will supply you with a User Name and Password and, based on your Rights and Roles, you will be
able to view the appropriate sections assigned to you. Enter your assigned ‘User Name’ and ‘Password’ and then select
the ‘Login’ button.
NOTE: You are automatically logged out of V-Portal after a set period of inactivity (usually from 20
minutes to 1 hour). Your administrator sets the ‘inactive’ period.
You can change your password during any session by selecting the ‘Change Password’ menu item located at the upper
right hand side the VPortal application. Select the ‘Confirm’ button when finished.
Secure Login
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V-Portal - Version 4.1 - User Guide (rev d)
My VPI
My VPI is an all inclusive customizable page that allows you to view various sections from all of the sections of the
V-Portal Interface. Each ‘Window’ is referred to as a ‘Control’ and is fully editable from the ‘My VPI’ page. Other
functionalities include on the fly drill downs, running ‘Evaluations’, etc. Each ‘Control’ resides in one of three
sections referred to as ‘WebPartZones’.
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My VPI
V-Portal - Version 4.1 - User Guide (rev d)
Create Mode
In ‘Create Mode’ a ‘Catalog Zone’ will appear in the upper left hand side of the V-Portal Interface. From here you
select what you want to view on the ‘My VPI’ page.
There are two types of ‘Controls’, ‘Single’ and ‘Multiple’. ‘Single-Instance Controls’ allow only one instance of the
‘Control’ where as ‘Multiple-Instance Controls’ allow several instances of the same ‘Control’ to appear on the page.
Here are the various ‘Controls’ to choose from:
Single Instance Controls:
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My News
My Groups
My Searches
My Reports
Multiple Instance Controls:
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Group Eval Score(s)
Group Eval Count
My Eval Score(s)
My Eval Count
Group Interactions Count
WebPartZones:
There are three ‘WebPartZones’ available on the ‘My VPI’ page. To add a ‘Control’ simply check its checkbox and
then from the drop-down menu select which ‘WebPartZone’ you want the ‘Control’ to appear in.
My VPI—Create Mode
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V-Portal - Version 4.1 - User Guide (rev d)
Design Mode
Once you have your page setup, ‘Design Mode’ allows you to ‘Drag and Drop’ controls to rearrange the ‘Controls’ to
other ‘WebPartZones’ on the page. For example, to move a ‘Control’ from ‘WebPart Zone1’ to ‘WebPartZone2’, place
the mouse on ‘WebPart Zone1’, hold the left mouse button down, and then drag it to the other Zone. Here is an
example:
Editing a ‘Control’:
For example, using the ‘Action Menu Items’ you can edit a ‘Control’, ‘Drill Down Into’ either a certain ‘Time Period’ or
a ‘Summary Report’ and change the ‘Chart Type’ on the fly. Here is an example of Editing a ‘Control’:
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My VPI—Design Mode
V-Portal - Version 4.1 - User Guide (rev d)
Each ‘Control’ Window Pane has ‘Minimize’ and ‘Close’ Controls located on the upper right hand side.
NOTE: If you choose ‘Close’ on any ‘Control’ you will have to go back to ‘Create Mode’ to re-add it.
My VPI—Design Mode
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V-Portal - Version 4.1 - User Guide (rev d)
Interactions
With Interactions, you can quickly search and playback calls with the quick query module, and you can easily save
those searches with the click of a button. For more advanced users, you can create complex queries with the
MySearches Designer page. Once transaction results are displayed, users are able to flag and/or comment on
specific transactions, export those transactions to disk or e-mail, and start evaluations on any transaction marked
for quality assurance. ‘Live Monitoring’ allows Users with access rights to monitor singular, multiple, or random
Channels or Agents in ‘Real-Time’.
My Searches Designer
Select a column from the dropdown list and click ‘Set Criteria’ to begin. As you add criteria to your query, you can
alter the criteria by selecting a row in the preview window and using the buttons that become available. Then
optionally select a sort column and sort order and click ‘Go To Next Step’ to save your search.
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Interactions—Searches Designer
V-Portal - Version 4.1 - User Guide (rev d)
Building a Search
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Select Criteria from the drop down list.
Select the ‘Set Criteria’ button. An ‘Advanced Criteria’ popup window will appear with instructions.
Advanced Criteria:
Input your criteria below and select 'OK' to continue. Optionally check 'Prompt at Runtime' to be prompted for
this criteria's values each time you run the query.
String Values:
The asterisk (*) and question marks (?) characters can be used as wildcards. Multiple values must be
separated by semi-colons (;).
Numeric Values:
Enter numeric values only. The asterisk (*) and question marks (?) characters can be used as wildcards.
Multiple values must be separated by commas (,). Both wildcards and multiple values can only be used with
the equals, not equals, in, and not in operators.
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When finished select the ‘OK’ button.
Select additional criteria as necessary.
Interactions—Searches Designer—Building a Search
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As you add criteria to your query, you can alter the criteria by selecting a row in the preview window below and
using the buttons that become available.
The AND Operator:
The AND operator searches for records that contain both of the words it separates.
Syntax:
word1 AND word2
This query will retrieve only those records that contain both of the words.
The OR Operator:
The OR operator searches for records that contain either of the words it separates.
Syntax:
word1 OR word2
This query will retrieve any record that contains an occurrence of at least one of the two words.
NOTE: By default, OR is used as the default operator; you don't need to enter it explicitly unless a different
default operator has been defined.
The Parentheses Delimiters:
When you formulate a complex query, that includes more than one type of operator, you can use parentheses
as scope of operation delimiters. In a query, they can delineate the range of terms that a particular operator influences,
or control the order in which operations within the query are evaluated.
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Interactions—Searches Designer—Building a Search
V-Portal - Version 4.1 - User Guide (rev d)
Edit Selected Button:
Select any Query Row and select this button to edit the criteria.
Remove Buttons:
Utilize these buttons to remove parentheses delimiters or to remove an entire row using the ‘Remove Selected’ button.
Add/Sort Criteria:
Optionally you can select a sort column and sort order and click ‘Go To Next Step’ to save your search.
Save My Search:
To save your search, type in a name and description for the search, select an icon, and click ‘Save and Exit’
to be redirected to the ‘Search And Playback’ page where you can run your search. Or, if you would like to
make edits to your search, click the ‘Previous’ button. To cancel out of this page, click the ‘Cancel’ to be returned to the
‘Interactions’ home page.
Your new ‘Search’ will appear in the ‘My Searches’ pane of the ‘Search and Playback’ tab.
Interactions—Searches Designer—Building a Search
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V-Portal - Version 4.1 - User Guide (rev d)
Action Menu Items:
The ‘My Searches’ pane has ‘Action Menu Items’ icons you can utilize to Organize, Edit, Delete, etc. For the
‘Action Menu Items’ to become active, left click on at least one of your ‘Searches’.
Here are the mouseover labels of the ‘Action Menu Items’:
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Interactions—Searches Designer—Action Menu Items
V-Portal - Version 4.1 - User Guide (rev d)
Search and Playback
Select the ‘Search’ button to select all ‘Agents’ associated with your ‘Groups’ within the past 24 hour period. To
change the ‘Quick Query’ preferences from 30 minutes to another selection, select the ‘Quick Query Preferences’
button and select a Minute Range from 5, 10, 15, or 30 minutes.
‘Time’ and ‘Date’ Popup menu item(s) are provided to pinpoint a specific date and time for your search.
Interactions—Searches Designer—Quick Query
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V-Portal - Version 4.1 - User Guide (rev d)
Set Criteria:
To create a more detailed Search, select the ‘Set Criteria’ button. Select the criteria and then select the ‘Set Criteria’
button again. Your Criteria will appear in the ‘Quick Query’ pane. Continue with additional criteria as necessary and
then select the ‘Search Button’. To start over select the ‘Clear All’ button.
NOTE: Although the ‘Quick Query’ section is usually used as a one-time search you can save the search by
selecting the “Save as My Search’ ‘Action Menu Item’.
Search Results
From either the ‘Quick Query’ or ‘My Searches’ section your search results will appear in this pane.
Horizontal and Vertical toolbars are provided to scroll the list of calls and columns of the data results (Columns are sortable).
If the Search Results grid contains more than one page of data, use the Display page menu to changes pages.
Find All Parts:
The ‘Find All Parts’ feature finds all portions of a multi-part call (CTI environments only). Choose a Call from the ‘Search
Results’ grid, and then select the ‘Find all Parts’ ‘Action Menu Item’
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Interactions—Search and Playback—Search Results
V-Portal - Version 4.1 - User Guide (rev d)
Search Results - Field Descriptions
This section describes the individual default database fields (columns) in additional detail for your reference.
TAG—This field contains the Flag and / or Comment icon indicator.
Commented only the Flag icon will be visible in the field.
When a call is both Flagged and
SCREENID—This icon will appear in this field when screen capture is associated with the call.
STARTDATETIME—This field contains the actual date and time that the recording commenced (24 hour time is
available too).
CHANNELNUM—This field contains the physical channel number of the recording.
CHANNELNAME—This field contains the user assigned channel name at the time the recording commenced.
DIRECTION—This field contains either a green arrow pointing to the left
pointing to the right to indicate an outbound call.
to indicate an inbound call or a red arrow
TOTALSECONDS—This field contains the duration of the recording displayed in hours, minutes, and seconds.
AGENTID—This field contains the PBX logon ID of the phone agent for CTI environments or it can be an entry setup
by the Administrator in a Fixed Seating Environment (5 digit numeric length).
EXTENSIONNUM—This field contains the extension number of the phone where the recording took place.
NUMBERDIALED—This field will contain the ANI (Automatic Number Identification) of an Inbound Call and the DTMF
(Dual Tone Multi-Frequency) tone digits dialed by the Agent for an outbound call. The values are separated by a “/”
(slash).
CALLERIDDATA—This field identifies incoming calls with Caller ID names (if available).
DNIS—Digital Number Identification Service (DNIS) is a telco-provided digital service that delivers the called-number
(the number that is dialed). Direct Inward Dialing (DID) is a service offered by telephone companies that enables
callers to dial directly to an extension on a Private Branch Exchange (PBX) without the assistance of an operator or
automated call attendant. Depending on your system configuration, Activ! Voice will store the DTMF touch tone
digits in this field separated by a slash “/”.
DEPARTMENTID—A numeric identification is displayed if assigned during configuration by the Administrator (9 digit
numeric length).
DESKLOCATION—Displays an alphanumeric description if assigned during configuration by the Administrator (20
character alphanumeric length).
TRUNKNUM—In a CTI enabled environment, when a call is routed this field will display which trunk the call was
routed from (10 digit numeric length). Also, a custom application or Voice Print’s VPAppend application can populate
this field.
Interactions—Search and Playback—Search Results - Field Descriptions
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V-Portal - Version 4.1 - User Guide (rev d)
TENANTUM—In a CTI enabled environment, this field contains the tenant number of the phone agent related to this
recording. This is only applicable where more than one company is utilizing the same PBX (10 digit numeric length).
Also, a custom application or Voice Print’s VPAppend application can populate this field.
ACCOUNTCODE—This field is reserved for custom applications (10 digit numeric length). Also, Voice Print’s
VPAppend application can populate this field.
USERDEFINED1—This field contains end-user defined information related to the recording. This could be a customer
number, case number or other applicable information (10 digit numeric length). Also, a custom application or Voice
Print’s VPAppend application can populate this field.
USERDEFINED2—This field contains end-user defined information related to the recording. This could be a customer
number, case number or other applicable information (250 character alphanumeric length). Either a custom
application or Voice Print’s VPAppend application can populate this field.
USERDEFINED3—This field contains end-user defined information related to the recording. This could be a customer
number, case number or other applicable information (32 character alphanumeric length). Either a custom application
or Voice Print’s VPAppend application can populate this field.
USERDEFINED4—This field contains end-user defined information related to the recording. This could be a
customer number, case number or other applicable information (9 digit numeric length). Either a custom application
or Voice Print’s VPAppend application can populate this field.
QATAG—This field tags information from Voice Print’s Quality Assurance application (10 digit numeric length). Either
a custom application or Voice Print’s VPAppend application can populate this field
LOGGERID—Identification # of the Activ! Voice Logger where the call was recorded. For example; ID # 1 (for channels
1-192), ID #2 (for channels 193-384).
SERVERNAME—Computer name of the Activ! Voice Logger where the call was recorded.
SITENAME—The Site location assigned by the Administrator.
CHANNELGROUP—If channels are configured to use Group Numbers this field will display the Group # associated with
the Call Group.
CTI_CALLID—Global Caller Id for CTI.
CTI_OLDCALLID—Link for the original CTI caller ID (used for ‘Find all Parts’)
CTI_NEWCALLID—Link for the new CTI caller ID (used for ‘Find all Parts’)
VIEWSERVER—Computer name of the Activ! View Server where the call was recorded.
AGENTNAME—The Agent’s name will appear in this field when an Evaluation is performed on this Call.
GROUPNAME—The Agent’s Group name will appear in this field when an Evaluation is performed on this Call.
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Interactions—Search and Playback—Search Results - Field Descriptions
V-Portal - Version 4.1 - User Guide (rev d)
LOCK—This field represents that an Evaluation has been finalized for this Call.
EVALUATORNAME—The Evaluator’s name will appear in this field when an Evaluation is performed on this Call.
POSSIBLESCORE—This field will show the combined Full Credit Score for the Evaluation.
RAWSCORE—This field will show the combined Raw (as scored) Credit Score for the Evaluation.
ADJUSTEDSCORE—This field will show the adjusted score based on other Evaluation Sessions for the Evaluation.
AUTOFAIL—A ‘Yes’ will be displayed if the Evaluation Form was automatically failed due to a critical question.
DATESTARTED—This field indicates the start date of the Evaluation.
DATECOMPLETED—This field indicates the end date of the Evaluation.
Interactions—Search and Playback—Search Results - Field Descriptions
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V-Portal - Version 4.1 - User Guide (rev d)
Play a Call
To play a call, left click on the desired call and either right click to Play the Call, or choose from the ‘Action Menu Items’
provided on the lower left portion of the ‘Search Results’ pane.
•
To move to a specific point in the file, move the Seek slider
•
To increase or decrease the volume level, move the Volume slider
Mute button . To restore audio, click the Mute button again .
to the point that you want the file to play.
. To mute the volume, click the
NOTE: The embedded media player uses Microsoft's audio and video framework for Windows. The playback
controls functionality should be familiar to you.
Calls that have Video Capture screens associated with them are represented in the ‘Search Results’ grid with the
following icon in the furthermost left hand column.
This will open a separate Windows Media Player Window.
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Interactions—Search and Playback—Play a Call
V-Portal - Version 4.1 - User Guide (rev d)
Located at the bottom of the Media Player Window is a selection for 'Open in New Browser Window'. Click this
selection to expand the Media Player Window for full screen viewing.
Interactions—Search and Playback—Play a Call
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V-Portal - Version 4.1 - User Guide (rev d)
Save Call
To save a Call simply right click on a Call and select ‘Save Call’ from the Menu, or select a Call and choose from the
‘Action Menu Item’.
When saving a Call you may choose to include the following:
Export Media:
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Voice Only
Voice and Screen
Announce Settings:
Select “text to speech” Meta data to append to the beginning of audio and video interactions. When finished select
the ‘Save Call’ button.
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Call Week Day
Call Duration
Call Date
Call Comments
Call Time
Interactions—Search and Playback—Save a Call
V-Portal - Version 4.1 - User Guide (rev d)
Email a Call
To email a Call simply right click on a Call and select ‘Email Call’ from the Menu, or select a Call and choose from
the ‘Action Menu Item’.
When emailing a Call you may choose to include the following:
Export Media:
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Voice Only
Voice and Screen
Announce Settings:
Select “text to speech” Meta data to append to the beginning of audio and video interactions. When finished select
the ‘Create Email’ button.
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Call Week Day
Call Duration
Call Date
Call Comments
Call Time
Interactions—Search and Playback—Email a Call
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V-Portal - Version 4.1 - User Guide (rev d)
Send as an attachment or as a link:
From the ‘Media Options’ drop down list select to send the email as an attachment or as a link. When you select the
‘Send as a link’ option the recipient will click on the link from their email message and be directly linked to the Call,
Evaluation, etc. from V-Portal.
Address Book:
To select several recipients, select the ‘Address Book’ button and select your recipients. Click on a row to add/remove
the email address. When finished, select the ‘Send’ button.
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Interactions—Search and Playback—Email a Call
V-Portal - Version 4.1 - User Guide (rev d)
Prior Recipients Addresses:
If prior recipients have been selected in the past you can simply start to type in the email address and it will appear
in the address box. When finished, select the ‘Send’ button.
Interactions—Search and Playback—Email a Call
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V-Portal - Version 4.1 - User Guide (rev d)
Assign Perishable PIN
The Perishable PIN feature allows a remote recipient to listen to a call by dialing a designated phone number and
punching in an assigned PIN (password protection) number on the phone keypad.
To assign a PIN select the Assign Perishable PIN action menu item.
The PIN number is a unique Call ID Number generated by Voice Print. Select the number of day(s) for the transaction
(up to 90 days) to be available and select ‘Assign PIN’ to complete the process. Remember to write down the PIN
number. Once this PIN has been assigned the window will close.
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Interactions—Search and Playback—Assign Perishable Pin
V-Portal - Version 4.1 - User Guide (rev d)
Flag and Comment
You can ‘Flag’ or ‘Comment’ a call for future reference. The ‘Comments’ field has a 256 alphanumeric character length.
The ‘User Defined 1’ field has a 10 digit numeric character length. The ‘User Defined 2’ field has a 256 alphanumeric
character length.
To flag or comment a Call simply right click on a Call and select ‘Flag and Comment’ from the Menu, or select a Call
and choose from the ‘Action Menu Item’.
Calls that have Flags/Comments associated with them are represented in the ‘Search Results’ grid with the following
icon in the left hand column prior to the first field description.
Interactions—Search and Playback—Flag and Comment
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V-Portal - Version 4.1 - User Guide (rev d)
Search Preferences/Use GMT Offset
Disabling GMT offset will search all connected servers relative to the local server time the transaction was captured.
Enabling GMT offset will convert all connected servers to Greenwich mean time and will return results relative to the
browsers client time (This setting allow you to locate interactions handled across time zones as if they had taken place
locally).
To change the GMT Offset, choose from the ‘Action Menu Item’.
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Interactions—Search and Playback—Search Preferences
V-Portal - Version 4.1 - User Guide (rev d)
Evaluate Call
When a ‘Call’ has been marked for an ‘Evaluation’ you can start an evaluation directly from the ‘Search and Playback’
menu. Simply right click on the ‘Call’ and choose ‘Evaluate Call’ from the Menu, or select a ‘Call’ and choose from the
‘Action Menu Item’.
NOTE: When choosing ‘Evaluate Call’ please see the applicable section for ‘Evaluations’.
NOTE: If a Call has not been ‘Tagged’ for an Evaluation then the Menu will be grayed out and the ‘Action
Item Menu’ will not show a hand link icon.
TIP: From the ‘Search Results’ grid, a plus sign(+) in the left hand column indicates an Evaluation has been
performed on the Agent. Simply expand the (+) to view the summary results of the Evaluation.
Action Menu Items:
Here are the mouseover labels of the ‘Action Menu Items’:
Interactions—Search and Playback—Evaluate a Call/Action Menu Items
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V-Portal - Version 4.1 - User Guide (rev d)
Live Monitoring
‘Live Monitoring’ allows Users with access rights to monitor singular, multiple, or random Channels or Agents in ‘Real
Time’.
To begin select the Live Monitoring Icon.
You will then be prompted to ‘Click here to launch Live Monitoring’.
NOTE: Options dictate how Internet Explorer approves, downloads, runs, and scripts ActiveX controls and
plug-ins. For example:
Disable—prevents unsigned controls from running.
Enable—runs unsigned controls without user intervention.
Prompt—prompts users to choose whether to allow the unsigned control to run.
If you encounter any problems contact your Administrator.
Channel/Agents/Monitor Server:
If multiple Servers are available, you can choose between Servers by selecting the Server at the bottom of the Live
Monitoring Screen.
Create ‘Live Monitor Groups’ by selecting between either the ‘Channels’ or ‘Agents’ Tab.
Create Channel and/or Agent Monitoring Groups:
Create up to 7 Channel and/or Agent Monitoring Groups. Simply left click on an ‘Unassigned button’ to create a new
‘Channel/Agent’ monitoring Group.
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Interactions—Live Monitoring
V-Portal - Version 4.1 - User Guide (rev d)
The ‘Select List’, will appear which allows you to rename the button and select from channels and or agents.
When complete select the ‘OK’ button.
After you have created a group, simply left click the ‘assigned group’ button to start monitoring.
Edit/Delete Channel and/or Agent Monitoring Groups:
To edit a ‘Group’, right click on the ‘assigned group’ button and choose ‘Edit Group’ to modify the Group, or choose
‘Delete Group’ to delete the Group entirely.
Action Menu Items:
Here are the label definitions of the ‘Action Menu Items’:
Select One Only: Selects one channel/agent at a time.
Check Singular Channels: In ‘Select One Only’ mode, check each individual channel/agent.
Select Many: Select this button to choose all checkboxes at one time.
Select All: Checks all channels/agents checkboxes.
Interactions—Live Monitoring
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V-Portal - Version 4.1 - User Guide (rev d)
Clear All: Clears all channels/agents checkboxes.
Scan Agents: Select this button to scan all channels/agents.
Pause Scan Agents: Select this button to pause scannning of all channels/agents.
Stop Monitoring: Select this button to Stop Monitoring or simply select another Defined Group to
begin another monitoring session.
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Evaluations
With Activ! IQ Evaluations, you can seamlessly work between observing interactions, scoring those interactions, and
viewing performance statistics based on that data. This page, in particular, allows you to easily begin designing and
managing forms, begin new evaluations using the forms you have created, and to review and edit evaluations that
have been completed.
Evaluator
Select the ‘Evaluator’ icon to start the ‘Evaluator Wizard’.
Agent Selector:
Select a user to evaluate. To save time, use the ‘Filter’ to search ‘Groups’ and ‘Users’ and then select the ‘Apply’
button. When finished select the ‘Next’ button.
Evaluations—
—Evaluator Wizard
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V-Portal - Version 4.1 - User Guide (rev d)
From the ‘Evaluator Wizard’ select an ‘Agent’ to Evaluate as an ‘A Recorded Interaction’ or a ‘General Performance/
Other’. Use the ‘Time’ and ‘Calendar’ ‘Popups’ to define the ‘Starting’ and ‘Ending’ time for your Search, and then
select the ‘Search Again’ button.
NOTE: You can also use Forms to evaluate Agents without associating a Call or Screen Capture. Simply
choose ‘General Performance/Other’.
After the results are displayed select a Call and choose the ‘Next’ button to select an ‘Evaluation Form’.
Evaluation Form:
You can choose from ‘All Forms’ or ‘Only Active Forms’. All forms display both test and active forms. Active forms
display only active evaluation forms.
When finished select the ‘Begin Evaluation’ button.
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Evaluations—
—Evaluator Wizard
V-Portal - Version 4.1 - User Guide (rev d)
Performing the Evaluation
As the ‘Call’ and or ‘Screen Capture’ is playing, score the ‘Agent’ using the available ‘Page Tabs’ and/or scoring system
associated with the ‘Form’.
View all Questions:
This feature is located just above the first question of the Evaluation. If you would like to view all of the questions
contained within the Evaluation at anytime select this icon.
Evaluations—Performing the Evaluation
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Add/Review Comments:
To add comments to the ‘Evaluation’, select this icon
and insert your comments. Other comments are viewable
if other Reviewers have added comments before finalizing.
Score Card:
The ‘Score Card’ is ‘pinable’ so that you can keep it ‘pinned’ anywhere on the interface. When closed, it will appear as
an Icon in the upper right hand side next to ‘Evaluator’s Name’. You can also dock the Score Card by placing it in the
docking area located to the lower right hand side of the interface.
Media Player:
The ‘Media Player is also ‘pinable’ so that you can keep it ‘pinned’ anywhere on the interface. When Closed, it will
appear as an Icon in the upper right hand side next to ‘Add/Review Comments’.
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Evaluations—Performing the Evaluation
V-Portal - Version 4.1 - User Guide (rev d)
Located at the bottom of the Media Player Window is a selection for 'Open in New Browser Window'. Click this
selection to expand the Media Player Window for full screen viewing.
Completing/Finalizing Evaluation:
The ‘Evaluator’ gives you several choices to; save the Evaluation and continue at a later time, exit the Evaluation without
saving any of the performance review, or to finalize the Evaluation. There are ‘Print’ and ‘Email’ features allowing you to
share your results with other recipients.
Exit without Saving—this selection gives you the following warning before performing the function.
Save and Exit—this selection gives you the following warning before performing the function.
Finalize—this selection gives you the following warning before performing the function.
NOTE: When Finalizing an Evaluation you will have to answer any outstanding ‘Required Fields’.
The ‘Required Fields’ are highlighted in Red and selecting them will jump you to the correct question(s) to
complete.
Evaluations—Completing/Finalizing Evaluation
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Print—this selection allows you to print the Evaluation while you are in progress. You will receive a preview of the
document prior printing.
Email—this selection allows you to Email the Evaluation to one or several recipients.
NOTE: See the ‘Search and Playback’ Section for further details on using the ‘Email’ feature.
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Evaluations—Printing Emailing
V-Portal - Version 4.1 - User Guide (rev d)
Evaluation Reviewer
My Evaluations provides a summary of all the evaluations you have done over a specified time period. Forms pending
finalization require you to finalize them before they are counted as complete and can be edited further until they are
marked completed. Finalized forms may be reviewed but cannot have further edits.
Choosing an Evaluation to Review
•
•
Click the ‘Evaluation Review’ icon.
Choose a ‘Date and Time range’ for your search.
•
From the ‘Evaluation Performed’ selections choose from either ‘By Me’, ‘On My Group(s)’, or ‘On Me’.
•
From the ‘Evaluation State’ selections choose from either ‘Pending Finalization’, ‘Finalized’, or ‘Any’.
Then click on the ‘Update Display’ button.
Evaluation Reviewer—Choosing an Evaluation
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V-Portal - Version 4.1 - User Guide (rev d)
•
From the displayed results; choose an Evaluation to review by either double clicking directly on the selected
Evaluation or highlight the Evaluation and click the ‘Review Evaluation’ button.
NOTE: If this isn’t the desired Evaluation, simply click the I.E.’s browser’s Back button to start over.
Reviewing an Evaluation
After you have selected the Evaluation to review it will automatically start to play. In some instances, archived audio/
video may be required for playback. This will be indicated by a Warning Box.
As the ‘Call’ and or ‘Screen Capture’ is playing, review the ‘Agent’ using the available ‘Page Tabs’ and/or scoring
system associated with the ‘Form’.
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Evaluation Reviewer—Reviewing an Evaluation
V-Portal - Version 4.1 - User Guide (rev d)
Viewing Sessions:
This area allows you to quickly select from the various Sessions associated with the Evaluation.
IMPORTANT! If you decide to Finalize the Evaluation and are viewing a session that is not the latest revision
of the evaluation, you will be prompted to save the ‘Current Session’ or the ‘Last Edited Session’.
View all Questions:
This feature is located just above the first question of the Evaluation. If you would like to view all of the questions
contained within the Evaluation at anytime select this icon.
Evaluation Reviewer—Reviewing an Evaluation
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Add/Review Comments:
To add comments to the ‘Evaluation’, select this icon
and insert your comments. Other comments are viewable
if other Reviewers have added comments before finalizing.
Score Card:
The ‘Score Card’ is ‘pinable’ so that you can keep it ‘pinned’ anywhere on the interface. When closed, it will appear as
an Icon in the upper right hand side next to ‘Evaluator’s Name’. You can also dock the Score Card by placing it in the
docking area located to the lower right hand side of the interface.
Media Player:
The ‘Media Player is also ‘pinable’ so that you can keep it ‘pinned’ anywhere on the interface. When Closed, it will
appear as an Icon in the upper right hand side next to ‘Add/Review Comments’.
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Evaluation Reviewer—Reviewing an Evaluation
V-Portal - Version 4.1 - User Guide (rev d)
Located at the bottom of the Media Player Window is a selection for 'Open in New Browser Window'. Click this
selection to expand the Media Player Window for full screen viewing.
Completing/Finalizing Evaluations
The ‘Evaluator’ gives you several choices to; exit the Evaluation, edit the Evaluation (returns you to ‘Edit’ Mode), or to
finalize the Evaluation. There are ‘Print’ and ‘Email’ features allowing you to share your results with other recipients.
Exit Review—simply closes the Review without saving and returns you to the ‘Evaluation’ landing page.
Edit—this selection takes you from ‘Review Mode’ to ‘Edit Mode’. See the ‘Evaluations’ Section for instructions on
using ‘Edit Mode’.
Finalize—this selection gives you the following warning before performing the function.
NOTE: When Finalizing an Evaluation you will have to answer any outstanding ‘Required Fields’.
The ‘Required Fields’ are highlighted in Red and selecting them will jump you to the correct question(s) to
complete.
Evaluation Reviewer—Completing/Finalizing Evaluations
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Print—this selection allows you to print the Evaluation while you are in progress. You will receive a preview of the
document prior printing.
Email—this selection allows you to Email the Evaluation to one or several recipients.
NOTE: See the ‘Search and Playback’ Section for further details on using the ‘Email’ feature.
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Evaluation Reviewer—Printing Emailing
V-Portal - Version 4.1 - User Guide (rev d)
Evaluation Designer
The ‘Evaluation Designer’ is where you create and edit ‘Forms’ for use in ‘Evaluations’ whether it’s a ‘Recorded Interaction’
or a ‘General Performance’ review.
Select the ‘Evaluation Designer’ icon to start the ‘Form Picker’.
Continue Editing (Radio Button):
Select a test form by clicking on a row in the grid. Then click the button ‘Start Editing’ at the bottom of the window to
continue the editing process.
Start From Existing (Radio Button):
Select an active form by clicking on a row in the grid. Then click the button ‘Start From Form’ at the bottom of the
window to create a new form from the selected form.
Start From Blank (Radio Button):
Click the button ‘Start Blank Form’ at the bottom of the window to begin designing your new form.
Evaluation Designer—Form Picker
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V-Portal - Version 4.1 - User Guide (rev d)
Create/Edit a Form
Form Name/Description:
Enter a name and description for the Form.
Form Scoring Model:
•
•
Increment Scoring
Decrement Scoring
Protection Level:
•
•
•
Private—allows only the creator of the Form to see, use, and edit the Form.
Public—allows anyone in the scope of the Form to use it, and anyone with the appropriate role and scope can
edit it.
Protected—allows you to lock a Form so no one else can edit the Form.
Add Pages:
Select the ‘New Page’ button or select the ‘Action Item-Add New Page’ from the bottom of the pane.
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Evaluation Designer—Create and Edit a Form
V-Portal - Version 4.1 - User Guide (rev d)
Form Page Designer:
Copy Existing Page(s):
Check the checkbox next to each page that you want to add to your form (an all inclusive checkbox is provided to
select all questions. It is located next the Name column). Then click the button ‘Copy Selected Page(s)’ to add the
selected page(s) to your form.
Create a New Page:
Provide a name and description for your page. When you are finished, click the button ‘Add New Page’ at the
bottom of the window to add the page to your form.
Editing a Page:
Once your pages are created, the ‘Action Items’ allow you to edit your page. The ‘Action Items’ are shown below:
Another feature allows you to switch ‘Pages’. Use the green arrows to move the pages up or down. If your pages were
numbered sequentially it would be a good idea to rename the page(s) to maintain continuity.
Evaluation Designer—Form Page Designer
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V-Portal - Version 4.1 - User Guide (rev d)
Creating a Question:
Select the ‘Add Questions’ button or select the ‘Action Item-Add New Question’ from the bottom of the pane.
Copy an Existing Question:
Check the checkbox next to each question that you want to add to your form. Then click the button ‘Copy Selected
Question(s)’ to add the selected question(s) to your form.
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Evaluation Designer—Create and Edit a Question
V-Portal - Version 4.1 - User Guide (rev d)
Create a New Question:
Provide information requested below to design your question. When you are finished, click the button ‘Add New
Question’ at the bottom of this window to add the question to your form.
Question and Help Text:
In the ‘Question Text box’, enter the phrasing the evaluator will see on the ‘Form’. In the ‘Help Text box’, enter any
additional info that will assist the evaluator with the provided question. The evaluator will view this additional text as
a ‘text popup’ when they ‘mouse-over’ the question.
Select a Skill for this Question:
From the drop down menu, assign a Skill Set to assign to the question.
NOTE: If there are no Skill Sets to select from means that the Skills have not yet been created. Go to the
section ‘Evaluation Manager’—’Skills Management’ to create and edit Skill sets.
If the ‘Question’ requires an answer check the checkbox. Then select the ‘Continue to Answer Information’ button.
Evaluation Designer—Create and Edit a Question
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Continue to Answer Information:
Select this button to add an ‘Answer Type’ to your question.
Choosing an Answer type:
You can choose from Multiple Choice, Range, Text, and Numeric. They are explained on the next page.
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Evaluation Designer—Answer Types
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Multiple Choice—When choosing this answer type the ‘Radio Buttons’ selection uses the values you entered for your
multiple choice question and displays them in a horizontal radio button list. The ‘Combo Box’ similarly, populates a drop
down list with the entered multiple choice answers.
With the ‘Add New Choice’ selection you can enter:
•
•
•
•
•
Display Text—the display text is shown next to the Radio Button or Combo Box.
Score—selecting this checkbox will combine the Full Credit Score for the question and apply it to the total points
possible of the Page.
Default— this Value will automatically become the default score for the question.
Auto fail—click this checkbox to automatically fail the Form for a critical question.
Extra Credit—will apply the predefined score to the Evaluation as extra credit.
When you are finished, click the button ‘Add New Question’ at the bottom of this window to add the question to your
‘Form’.
Evaluation Designer—Answer Types
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Range—When choosing this answer type you need to define your ‘Range’ Information.
•
•
•
Scale Minimum/Scale Maximum
Possible Points/Default Value
Auto Fail Question—click this checkbox to automatically fail the Form for a critical question.
When you are finished, click the button ‘Add New Question’ at the bottom of this window to add the question to your
‘Form’.
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Evaluation Designer—Answer Types
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Text—When choosing this answer type you need to define your type of ‘Text’ control.
•
•
Text Edit—displays a single line text box to type in comments.
Multi-line Text Edit—displays a multiple line text box to type in comments.
When you are finished, click the button ‘Add New Question’ at the bottom of this window to add the question to your
‘Form’.
Evaluation Designer—Answer Types
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Numeric—When choosing this answer type you need to define your type of ‘Numeric’ control.
•
Numeric Edit—displays a single line numeric text box to type in a value. You can predefine this value and include
a Full Credit Value.
When you are finished, click the button ‘Add New Question’ at the bottom of this window to add the question to your
‘Form’.
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Evaluation Designer—Answer Types
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Editing a Question
Once your question(s) are created, the ‘Action Items’ allow you to edit your question(s). The ‘Action Items’ are shown
below:
NOTE: Selecting the ‘Move Out’ Action Item allows you to move a question to the end of any other
selected page.
Select the ‘Save Form’ button when finished.
—Editing a Question
Evaluation Designer—
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Print—this selection allows you to print the Evaluation while you are in progress. You will receive a preview of the
document prior printing.
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Evaluation Designer—Printing
V-Portal - Version 4.1 - User Guide (rev d)
Evaluation Manager
Form Status Management - Change Form Status
Form status management allows you to activate or delete forms in test, deactivate forms that have been activated,
reactivate forms that have been deactivated, and unlock forms that have been locked for editing in the event of a user
error or system failure during the IQ form design process. To begin, either select a row in the grid below and click on
an active action item in the actions menu to perform that action. Or, narrow down the forms displayed in the grid by
setting the appropriate criteria below the grid and clicking the 'Update Display' button.
Columns—are sort-able, simply mouse over the Column Name and click the column title.
Display Forms Containing Name—applies a filter to define forms containing a certain name. Just include the name,
check the apply button, and then click the ‘Update Display’ button.
Display Forms With Status(es):—applies a filter(s) to refine your search based on the status of the form(s). Just
check the desired Status box, and then click the ‘Update Display’ button.
Evaluation Manager—Change Form Status
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Display Forms Created/Updated Between—select a date and time range, and then select the ‘Apply box’ and
‘Update Display’ button to filter Forms either created or updated within a certain timeframe or date.
Action Menu Items:
Here are the mouseover labels of the ‘Action Menu Items’:
Unlock Form in Edit Mode:
Once a form is unlocked from edit mode it is moved to test mode where test evaluations can be run on the form and
edits can be made to the form (applies only to Edit Mode Forms).
Delete Test Form:
This action cannot be undone and all evaluation test data associated with this form will also be deleted (applies only to
Test Forms).
Activate Test Form:
Once a test form is activated it can no longer be edited or deleted and all test evaluation data associated with this form
will be deleted (applies only to Inactive Forms).
Deactivate Forms:
Deactivated forms will no longer be available for use in evaluations (applies only to Active Forms).
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Evaluation Manager—Change Form Status
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Form Element Suppression - Hide/Expose Forms
From this page, users are able to hide or expose forms being used in the designer. Once the form is suppressed, it
will no longer be a visible for use as a starting template in form designer. These forms can also be exposed again, at
which time those forms will be available for use as starting templates in form designer. To begin, either select a row
in the grid below and click on an active action item in the actions menu to perform that action. Or, narrow down the
forms displayed in the grid by setting the appropriate criteria below the grid and clicking the 'Update Display' button.
Columns—are sort-able, simply mouse over the Column Name and click the column title.
Display Forms Containing Name—applies a filter to define forms containing a certain name. Just include the name,
check the apply button, and then click the ‘Update Display’ button.
Display Forms With Status(es):—applies a filter(s) to refine your search based on the status of the form(s). Just
check the desired Status box, and then click the ‘Update Display’ button.
Evaluation Manager—Hide/Expose Forms
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Display Forms Created/Updated Between—select a date and time range, and then select the ‘Apply box’ and
‘Update Display’ button to filter Forms either created or updated within a certain timeframe or date.
Action Menu Items:
Here are the mouseover labels of the ‘Action Menu Items’:
Hide an exposed form element:
Hides the form from being viewable as a starting template in the ‘Form Designer’.
Expose a hidden form element:
Exposes the form and becomes available for use as a starting template in the ‘Form Designer’.
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Evaluation Manager—Hide/Expose Forms
V-Portal - Version 4.1 - User Guide (rev d)
Form Element Suppression - Hide/Expose Pages
From this page, users are able to hide or expose pages being used in the designer. Once the page is suppressed, it
will no longer be a visible for use as a starting template in form designer. These pages can also be exposed again, at
which time those pages will be available for use as starting templates in form designer. To begin, either select a row in
the grid below and click on an active action item in the actions menu to perform that action. Or, narrow down the forms
displayed in the grid by setting the appropriate criteria below the grid and clicking the 'Update Display' button.
Columns—are sort-able, simply mouse over the Column Name and click the column title.
Display Forms Containing Name—applies a filter to define forms containing a certain name. Just include the name,
check the apply button, and then click the ‘Update Display’ button.
Display Forms With Status(es):—applies a filter(s) to refine your search based on the status of the form(s). Just
check the desired Status box, and then click the ‘Update Display’ button.
Evaluation Manager—Hide/Expose Pages
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Display Forms Created/Updated Between—select a date and time range, and then select the ‘Apply box’ and
‘Update Display’ button to filter Forms either created or updated within a certain timeframe or date.
Action Menu Items:
Here are the mouseover labels of the ‘Action Menu Items’:
Hide an exposed form element:
Hides the page from being viewable and is excluded from the starting template in the ‘Form Designer’.
Expose a hidden form element:
Exposes the page and is included for use in the starting template in the ‘Form Designer’.
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Evaluation Manager—Hide/Expose Pages
V-Portal - Version 4.1 - User Guide (rev d)
Form Element Suppression - Hide/Expose Questions
From this page, users are able to hide or expose questions being used in the designer. Once the question is
suppressed, it will no longer be a visible for use as a starting template in form designer. These questions can also be
exposed again, at which time those questions will be available for use as starting templates in form designer. To
begin, either select a row in the grid below and click on an active action item in the actions menu to perform that
action. Or, narrow down the forms displayed in the grid by setting the appropriate criteria below the grid and
clicking the 'Update Display' button.
Columns—are sort-able, simply mouse over the Column Name and click the column title.
Display Forms Containing Name—applies a filter to define forms containing a certain name. Just include the name,
check the apply button, and then click the ‘Update Display’ button.
Display Forms With Status(es):—applies a filter(s) to refine your search based on the status of the form(s). Just
check the desired Status box, and then click the ‘Update Display’ button.
Evaluation Manager—Hide/Expose Questions
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Display Forms Created/Updated Between—select a date and time range, and then select the ‘Apply box’ and
‘Update Display’ button to filter Forms either created or updated within a certain timeframe or date.
Action Menu Items:
Here are the mouseover labels of the ‘Action Menu Items’:
Hide an exposed form element:
Hides the question from being viewable and is excluded from the starting template in the ‘Form Designer’.
Expose a hidden form element:
Exposes the question and is included for use in the starting template in the ‘Form Designer’.
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Evaluation Manager—Hide/Expose Questions
V-Portal - Version 4.1 - User Guide (rev d)
Finalize Evaluations - Outstanding Evaluations
Select evaluations to finalize from the list of available evaluations below. To begin, select an evaluation (or control+click
to select multiple evaluations) in the grid below and click on the ‘finalize’ action menu item. Or, narrow your list by
setting the criteria below the grid and clicking ‘Update Display’. Then select evaluations to finalize in the grid below.
Columns—are sort-able, simply mouse over the Column Name and click the column title.
Display Evaluations Containing Form Name—applies a filter to define forms containing a certain name. Just include
the name, check the apply button, and then click the ‘Update Display’ button.
Display Evaluations Containing Agent Name—applies a filter to define forms containing a certain name. Just
include the name, check the apply button, and then click the ‘Update Display’ button.
Evaluation Manager—Outstanding Evaluations
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Display Evaluations Containing Group Name—applies a filter to define forms containing a certain name. Just
include the name, check the apply button, and then click the ‘Update Display’ button.
Display Evaluations Last Revised Between—select a date and time range, and then select the ‘Apply box’ and
‘Update Display’ button to filter Forms within a certain timeframe or date.
Action Menu Items:
Here are the mouseover labels of the ‘Action Menu Items’:
Finalize the selected evaluation(s):
Select an evaluation (or control+click to select multiple evaluations) in the grid and click on the 'finalize' action menu
item.
Finalize the selected evaluation(s) and set me as the evaluator:
Select an evaluation (or control+click to select multiple evaluations) in the grid and click on the 'finalize' action menu
item. These evaluations will change the Evaluator as you.
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Skills Management
Enter the skill name and skill color in the text boxes below. The color format is a hexadecimal value of the form
RRGGBB. You can input these values yourself in the textbox directly or select the color picker to the right of the skill
color textbox to display a color palette to choose from.
Action Menu Items:
Here are the mouseover labels of the ‘Action Menu Items’:
Evaluation Manager—Skills Mgm.
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Activ! Reports
With Activ! Reports, you can quickly and readily view the information that is important to you. From this page, you can
view existing reports that you have created, create new reports from existing report templates, and you can edit the
reports that you have previously created.
Reports Designer
Within reports designer, you have the ability to create new reports, edit existing reports, delete unused reports, and
even preview the reports you are creating before saving them. To begin, either select a report from the list of reports
below and then select an appropriate action in the action menu below to perform that action on an existing report.
Or, select the 'Create New Report' action item below to begin creating a new report.
NOTE: For ease of visibility, the report names are clipped. To view the full report name, mouse over the
report name below the report icon. To get the report description, mouse over the report icon.
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Reports Designer
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Action Menu Items:
Here are the mouseover labels of the ‘Action Menu Items’:
Reports Designer
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Report Creation
From the ‘Action Menu Items’, choose the ‘Create New Report’ icon.
Select a template from the list of report templates. Then click on the 'Next' button to proceed with report
creation. Or, click on the 'Cancel' button in the actions menu to cancel report creation and return to the main
designer window.
Current Report Criteria:
Template:
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•
•
•
•
•
•
•
•
•
•
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Agent vs. Group Trend—Trending of agents to their groups
Agent vs. Group Detail Report—Trending of agents to their groups by question
Group QA Report—Performance measure of agents in a group against a goal
Agents Summary Report—Summary of a particular agent’s skill scores and evaluation comments over a time
interval
Evaluator Summary Report—Summary of the skill scores of a particular evaluator’s agents within a particular
group and evaluation comments over a time interval
Call Record Quick Report—Summary of call records for a set of criteria
Call Evaluation Group Detail Report—Interval (Daily, Weekly, Monthly) by Agent Tabular Group Detail
Call Evaluation Group Summary Report—Interval (Daily, Weekly, Monthly) by Agent Tabular Group Summary
Call Evaluation Department Summary Report—Interval (Daily, Weekly, Monthly) by Agent Tabular Department
Summary
Evaluators Productivity Detail Report— Interval (Daily, Weekly, Monthly) Tabular Group Detail (by Evaluator,
date, Agent Name)
Evaluators Productivity Summary Report—Interval (Daily, Weekly, Monthly) Tabular Summary (by Evaluator)
Reports Designer—Report Creation
V-Portal - Version 4.1 - User Guide (rev d)
TIP: On the left hand pane (highlighted in yellow), there are hyperlinks provided so you can jump to only
the Sections you want to utilize.
Included Data:
Select the kind of data you want to include in your report. By selecting 'Finalized Active Data', data will be gathered
for evaluations performed using active forms that have been explicitly finalized. By selecting 'Pending Active Data',
data will be gathered for evaluations performed using active forms that are pending finalization. By selecting 'Test
Data', data will be included from evaluations that have been performed using test forms.
•
•
•
Finalized Active Data
Pending Active Data
Test Data
Report Name/Description:
Enter a report name (required) and a description for the report. Then click the 'Next' button to proceed.
Group/Agent:
Select an agent from the list of available agents in your groups. Your selection will represent the agent against which
this report is run. Then click the 'Next' button to proceed. When choosing ‘User Defined’ you will be prompted to
enter an ‘Agent’ when running the ‘Report’.
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Form:
Select a form from the list of available forms below. Then click the 'Next' button to proceed.
Display Forms With Status(es):—applies a filter(s) to refine your search based on the status of the form(s). Just
check the desired Status box, and then click the ‘Update Display’ button.
Display Forms Containing Name—applies a filter to define forms containing a certain name. Just include the name,
check the apply button, and then click the ‘Update Display’ button.
Display Only Forms Used For This Agent’s Evaluation—uses an ‘Apply box’ and ‘Update Display’ button to filter
only Forms used for the Agent.
Use the ‘Update Display’ button when changing criteria. Then click the 'Next' button to proceed.
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Skill:
Select a skill from the list of available skills.
Use the ‘Update Display’ button when changing criteria. Then click the 'Next' button to proceed.
Start Time/End Time/Time Frame/Number of Periods Preceding:
Select a time frame from the dropdown list to have reports grouped on daily, weekly, monthly, or yearly data. Then
click 'Finish' to save your report. Or, click the 'Save' action menu item at the bottom of your actions menu to save the
report.
Reports Designer—Report Creation
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Report Viewer
The Report Viewer allows you to ‘View Full Screen’, ‘View Another Report’, ‘Export To Excel’, and ‘Print Report’.
You will see the ‘My Reports’ Window which includes all the Reports created.
From here simply double click on a report to open it.
Or, select the ‘Action Menu Item’ ‘Unlock’ located at the bottom of the window to run ‘Edit Mode’.
Action Menu Items in Unlock Mode:
Here are the mouseover labels of the ‘Action Menu Items’:
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Report Viewer—Drilldown Capabilities
Drilldown reporting enables users to create a new report based on a subset of data in an existing report. Using the
drilldown feature, users can add additional levels of detail to obtain increasingly granular views of the data. For
example, a Supervisor could drill down on the group trend line in the ‘Call Evaluation Report’ report to create and
view a new report depicting additional detail about the performance of the agents within the group.
To drill down within the Report, click on an Agent Name or Chart (if presented in Chart form).
Further Drill-down options:
Here are the various options to further define your drill-down options—’Review/Edit Evaluation’, ‘Play Interaction’, or
‘View Evaluation Details’. A ‘Go Back’ button is supplied for your convenience.
Report Viewer—Drilldown Capabilities
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V-Portal - Version 4.1 - User Guide (rev d)
QM Agentivity Dashboard
V-Portal’s QM Agentivity Dashboard is an interactive, real-time, multi-view, window into your contact center performance.
The Dashboard is docked at the top of the Windows Desktop presenting individual performance statistics or group
metrics.
Starting QM Agentivity Dashboard
From the Windows Desktop
Click the Start button, and then > All Programs > Voice Print > V-Portal QM Dashboard. The QM Dashboard will start
and dock to the top of the Windows Desktop.
From the QM Dashboard enter your assigned ‘User Name’ and ‘Password’ (same as V-Portal) and then select the
‘Login’ button.
After you have successfully logged in, the QM Dashboard will display you or your Groups current Statics for 3 specific
categories.
QM Dashboard Categories
The following QM Dashboard Categories display statics based on how the Administrator has configured the Dashboard.
Recent Score:
For Agent Login—Score of the most recent evaluation.
For Group Login—Average score of the most recent evaluation for my groups.
Last 30 Days/# Calls:
For Agent Login—Total calls during the past 30 days.
For Group Login— Total calls for my groups over the past 30 days.
Last 30 Days/# Evals:
For Agent Login— Average calls per day during the past 30 days.
For Group Login—Average daily call count for my groups over the past days.
Last 30 Days/Score:
For Agent Login— Average score for evaluations completed over 30 days.
For Group Login—Average score for evaluations completed over 30 days for my groups.
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Last 30 Day Skill Scores:
For Agent Login—Average skill score for a skill over the last 30 days (up to five skills displayed).
For Group Login— Average skill score for a skill over the last 30 days for my groups (up to five skills displayed).
Refreshing, Hiding, and Exiting QM Dashboard
To refresh, hide, or exit QM Dashboard, simply right click anywhere on the Dashboard and choose your selection from
the Menu.
Hide:
When choosing ‘Hide’ from the Menu, the Dashboard will minimize to the Windows Taskbar.
Show:
To ‘Show’ the QM Dashboard, simply left click on the QM Dashboard Icon in the Windows Taskbar and choose ‘Show’.
Exit:
To ‘Exit’ QM Dashboard, simply left click on the QM Dashboard Icon in the Windows Taskbar and choose ‘Exit’.
Or choose ‘Exit’ directly from the QM Dashboard by right clicking anywhere on the Dashboard and choose ‘Exit’ from
the Menu.
QM Agentivity Dashboard—Refreshing, Hiding, Exiting
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V-Portal - Version 4.1 - User Guide (rev d)
Configuration
Users and Groups
This screen enables you to manage V-Portal Users and Groups.
There are three Panes:
•
•
•
User Groups
Users
Details
Adding/Editing Users
To add ‘Users’, select the ‘New User’ or action menu item and then from the ‘Details’ section add the required
information (text boxes in Yellow) for the ‘User’. Click the 'Confirm' action menu item when you are finished to
confirm your changes. Select the ‘Edit User’ action menu item to change any ‘User Details’. There are also features
for ‘Deactivating a User’ and ‘Locking-Out a User’. The ‘Lockout’ feature temporally deactivates the ‘User’ from
access to the system. To permanently deactivate a ‘User’, select the ‘Deactivate User’ action menu item. When a
‘User’ is deactivated that will free up their Agent ID(s) for reassignment to other Agents.
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Filters:
You can also apply a Filter to simplify population by typing in values that match ‘like values’.
User Detail Settings
Username:
First Name:
Last Name:
Email:
Password:
Password Confirm:
Password Question:
Password Answer:
Agent ID:
Phone Extension:
Server Group Access:
V-Portal Role:
User Comments:
Activ! View Privileges:
Windows Account:
(Activ! View)
Activ! Voice:
(Thick Client-Roles)
Class Of Service:
Desk Location:
Department ID:
Required
Required
Required
Required
Required-Alphanumeric six character length min.,
eleven character length max.
Required
Required
Required
Required for performing evals and Search&Playback
Required
You must add the ‘User’ to the correct ‘Server Group(s)’
otherwise they will not be able to search Groups/Users.
Required
Agent
Supervisor
Manager
Administrator
Optional
Required
Agent
Group Viewer
Administrator
Super Administrator
Required for Activ! View
[windows login account] 256 character limit
Required
Administrator
Can Playback Calls
Can Monitor Calls
Can Export Calls
Self Playback Only
Disable Monitor
Disable Playback
Record Transactions
Allows you to tag and retain calls from 5 to 365 days
in LTS for the selected User (the default equals 0
or none).
Displays an alphanumeric description if assigned during
configuration by the Adm inistrator
(20 character alphanumeric length).
A numeric identification is displayed if assigned during
configuration by the Adm inistrator (9 digit numeric length).
This setting might conflict with some Channel Managers.
Contact VPI Technical Support for more details.
Configuration—Users and Groups
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Adding Groups
To add ‘User Groups’ left click the ‘New Group’ action menu item.
On the ‘Details’ Pane enter a ‘Group Name’ and a ‘Description’ then select the ‘Confirm’ action menu item. You can also
add tiered ‘Sub-Groups’ as well.
Adding Users to Groups
To add several ‘Users’ to a ‘Group’, select the ‘Group’ you want to edit and it will appear in the ‘Users Pane’. Then select
the ‘Edit Group’ action menu item. From the ‘Details’ section you can then select several ‘Users’ at a time by holding
the ‘Ctrl’ Key down and then left click on the ‘Users’ you want to add to the ‘Group’. Select the ‘Add User to Group’
action menu item when finished. Select the ‘Edit Group’ action menu item to change any Group Details. To delete
‘Groups’ highlight the ‘Group’ and then select the ‘Delete Group’ action menu item. Click the 'Confirm' action menu item
below when you are finished to confirm your changes.
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Filters:
You can also apply a Filter to simplify population by typing in values that match ‘like values’.
Configuration—Users and Groups
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V-Portal - Version 4.1 - User Guide (rev d)
VPortal Agent Import
This screen enables you to import agents from various data sources. Simply browse to a file or type it in, and click on
the ‘Begin Import’ button. Errors or duplicate agents will appear in a table.
Importing a CSV formatted file:
Agent import is currently in CSV format. So, the first line will contain the columns being imported, i.e. AGENTID,
FIRSTNAME, etc. separated by commas. The rest of the lines will contain the values associated with the respective
columns separated by commas.
NOTE: Unless you have ‘administer users in my groups’ checked under ‘Roles and Rights’ you will not have
access to this feature. Careful instruction on the use of this feature is important otherwise the database
might become corrupted.
NOTE: Currently, having single or double quotes around string values will cause an import to fail.
As for necessary columns, the following columns are absolutely necessary for agent import:
AGENTID (Integer), USERNAME (max 256 characters), FIRSTNAME (max 30 characters), LASTNAME (max 30
characters)
As long as the above columns are present, you should be able to import agents without problem (so long as there are
no duplicates in the agent ID or the user name). You can also optionally import other data with these headers:
PASSWORD (between 6 and 12 characters), ROLE (One of ‘Agent’, ‘Supervisor’, ‘Manager’, ‘Administrator’),
PHONEEXTENSION (Integer), EXTENSION (Integer), RIGHTS (Integer), POSITIONID (Integer), CLASSOFSERVICE
(Integer), DEPARTMENTID (Integer), ADMINAGENT (1 or 0), PLAYBACKAGENT (1 or 0), MONITORAGENT (1 or 0),
EXPORTAGENT (1 or 0), DISABLEPLAYBACK (1 or 0), DISABLEMONITOR (1 or 0), SELFPLAYBACKONLY (1 or 0),
RECORDAGENT (1 or 0), AGENTGROUP (Integer), ACCESSGROUP1 (Integer), ACCESSGROUP2 (Integer),
ACCESSGROUP3 (Integer), ACCESSGROUP4 (Integer), PRIVILEDGES (string length of 30 characters),
DESKLOCATION (max 20 characters), COMMENTS (max 512 characters), WINDOWSACCOUNT (max 16 characters).
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Revision History
Rev Level:
Date:
Description:
Rev A:
08/01/07 Initial Release.
Rev B:
08/09/07 Revised typos. Changed ‘Radio Buttons’ and ‘Combo Box’ definitions.
Rev C:
10/30/07 ‘Secure Login’
•
Added ‘Change Password’
‘Interactions’ Section:
•
•
•
•
•
Complete rewrite for ‘My Search Designer’.
Added Perishable PIN, Announcements, and Search Preferences/GMT
Added Live Monitoring
Added New ‘Action Item Menus’
Explained new ‘Docking Feature’ for ‘Score Card’ (and ‘Evaluation’ Section)
Added ‘Configuration/Users and Groups’ from Config Guide
Rev D:
05/08/08 Re-written.
Rev. History
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