ACD - EarthLink Business

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Hosted Voice Product Training
Automatic Call Distributor (ACD)
1
Agenda
1. Resource Center
8. Monitor
2. Logging in
9. Whisper
3. Main Screen
10. Call History
4. Search Calls
11. Monitor Agents
5. Download Reports
12. Monitor Queue’s
6. Queue’s
13. Help
7. Queue Calls
2
Resource Center
http://www.earthlinkbusiness.com/hostedvoice
3
Log In
Go to: https://acd.voip.elnk.us
Open up a web browser
Then enter the following:
User Name–
Password–
Provided by EarthLink Business
Provided by EarthLink Business
4
Receiving Your Login Password
After having the ACD platform active:
in order to get your initial password for logging into the ACD platform, you MUST do the following:
1. Press the ACD button then dial *password (*72779673) on your phone
2. The ACD line will be busied out.
3. The system states “your password has been changed, thank you” and disconnects
4. Within five minutes, the system will call the user back and will provide an automated response
with the user passcode to get into the web portal
5. The system will provide a 10 digit number that will be used on initial login. It will continue to read
this out to the user until the call is disconnected by the user
6. Once logged in, the user can reset the password to something that is more logical to them
7. At the reset request an email is sent to the email addresses we have on file for all of the
supervisors alerting them that the agent has reset their password
5
Main Screen
1
2
3
1. Ready / Busy - Determines if YOU are
ready or busy to accept the next routed
call.
2. Agents Name1. Displays who is logged into the system.
2. Ability to logout.
3. Ability to change the login password.
3. Location – Displays the location in which
you are assigned to.
6
Search Calls
Search Calls – Gives the Supervisor the ability to search for queue calls
7
Search Calls
Start & End Date - Dates to search between
Call Type – What was the call type?
Unique ID – EarthLink Tracking ID
Agent Name – Agents name
ANI – Phone number of caller
Queue Name – Name of queue
Abandoned – Was the call abandoned?
8
Recorded DID Call, Outbound
or Queue Call
Search Calls - Results
Call ID – Unique EarthLink ID
Abandoned – Was the call abandoned?
Hold Time – How long was the customer holding?
Talk Time – Length of call with agent
Location – ID for location
Destination – Outbound calling # - or- Queue number
Transferred – Number if call was transferred
Unique ID – Unique EarthLink ID
Recording – Link to listen to a recorded call
Status – Status of call (Completed / Abandoned)
Call Date – Date of call
Agent Answer Time – Time agent answered call
Release Time – Time call Terminated
ANI – Phone number of caller
Agents Name– Agents name
Release Side – Who ended the call
Queue Name – Name of queue
9
Download Reports
Download Reports – Gives the Supervisor the ability to run reports instantly
10
Download Reports
Type of Report – Choose which report you want
to download
Location – Choose which location you want to
download the report for (if multiple
locations apply).
Start Date – Enter a start date
End Date – Enter a end date
Get Report – Runs report for selected data
11
Queue Report
12
Agent Report
13
Queues
Queues – Gives the Supervisor the ability to edit the queues they wish to monitor
14
Queues
If you have multiple queues, you will be able
to choose which you wish to monitor.
15
Queue Calls
Call ID – Unique EarthLink identifier
Talk Time – Time agent has been talking (in seconds)
Status – Status of call (Ringing / Answered)
ANI – Calling parties number
Call Date – Date of call
DNIS – Queue Number
Agents Name – Name of Agent
Queue Name – Name of queue
Agent Answer Time – Time agent answered call
Hold Time – Length of call holding (in seconds)
16
Monitor Button
•
Click on the call you wish to “Monitor”
•
Click the ”Monitor” button
•
The supervisor’s phone will ring
•
When the supervisor answers the phone, they will be able to
listen to the agents/customer’s call
17
Whisper Button
•
Click on the call you wish to “Whisper”
•
Click the ”Whisper” button
•
The supervisor’s phone will ring
•
When the supervisor answers the phone, they will be able to
talk to the agent.
•
REMEMEBER: The customer will NOT be able to hear the supervisor speaking, but
if the agent answers back, the customer WILL be able to hear that side of the
conversation.
18
Call History
•
•
When you select a call, then click “History”:
Displayed will be the routing history path the call has followed until answered.
19
My Agents – Monitored / All Agents
Ability to view all the agents within the queue
- or Select only the agents you wish to monitor.
20
My Agents - Queues
Ability to view all queue’s
- or Select only the queue you wish to monitor.
21
My Agents – Monitor More Agents
Ability to choose only the agents you wish to monitor.
22
My Agents – Monitor More Agents
23
•
Click on the agent(s) you wish to add
to the monitor section
•
Click on the “Add & Close” button to
apply
My Agents – “Make Busy”
•
Select an agent you want to make their status “Busy”
•
Click on “Make Busy” button
24
My Agents – “Make Ready”
•
Select an agent you want to make their status “Ready”
•
Click on “Make Ready” button
25
My Agents – “Edit”
•
Select an agent you want to edit
•
Click on “edit” button
26
My Agents – “Agent Details”
Ability to change the email
address for the selected
agent
27
My Agents – “Queue Assignment”
Ability to change the priority
level for the selected agent
28
My Agents – “Remove from Monitored”
•
Select an agent you want to remove
•
Click on “Remove From Monitor” button
29
My Agents – “Busy/Ready Log”
•
Select an agent you want to run the report for
•
Click on “Busy/Ready Log” button
30
My Agents – “Busy/Ready Log”
•
Input the search criteria
•
Click on the "Search” button
31
My Agents
Agent Name – Name of Agent
Web Status – Is the agent logged into the ACD web site
Extension– Agents ACD number
Paused –Status for calls (Ready or Busy)
Calls Today – Number of calls today
Last Call – Date of last call
Phone Status – Will display “Phone Error”
until agent has answered
their 1st queue call
Missed Today – Number of calls missed today
32
For any questions or additional help, visit
http://www.earthlinkbusiness.com/hostedvoice
- or Contact our Customer Care Specialists @
33
When you exit this training session, you
will automatically be linked to “Survey
Monkey”, a training survey evaluation.
This survey will help us improve the
training content and effectiveness of our
facilitators.
The survey is confidential and secure.
Please complete the survey and have a
great day.
34
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