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Hosted Voice Product Training Automatic Call Distributor (ACD)

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Presentation on theme: "Hosted Voice Product Training Automatic Call Distributor (ACD)"— Presentation transcript:

1 Hosted Voice Product Training Automatic Call Distributor (ACD)
Welcome to the EarthLink Hosted Voice Training for the Automatic Call Distributer (ACD).

2 Agenda Resource Center Monitor Logging in Whisper Main Screen
Search Calls Download Reports Queue’s Queue Calls Monitor Whisper Call History Monitor Agents Monitor Queue’s Help During this training session, we will cover the follow topics: the customer resource page, how to log into your ACD portal, the main screen, how to search for calls and download reports. We will also discuss your queue and viewing queue calls, the ability to monitor calls or whisper to an agent while on a call, view call history and establish agents or queues to actively monitor.

3 Resource Center http://www.earthlinkbusiness.com/hostedvoice
Explain how this “Hosted Voice Customer Resource “ page is very helpful to the customer. The right hand side of this web page, we will discuss the following topics: 1. Getting started with the phones. 2. User Support – for standard and premium seats 3. User guides that the customer can print out and review 4. Discuss the “How to” videos 5. The overview of EarthLink Business’ ACD In the center section, the customer can obtain user guides that were produced directly from the phone manufacturer . The right side of this web page will discuss: The Business Group Administrator training And towards the bottom of the page you will see hyper links that you can click on in order to get into the user commportal as well as the Business Group Administrator portal.

4 Log In User Name– Provided by EarthLink Business
Open up a web browser Go to: https://acd.voip.elnk.us Then enter the following: User Name– Provided by EarthLink Business Password– Provided by EarthLink Business When logging into the ACD portal, All that is needed is an internet connection. In the address bar, please go to https://acd.voip.elnk.us. You will be asked to enter the following in order to log into the portal. User Name - Assigned by EarthLink Business Password – Assigned by EarthLink Business

5 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: Press the ACD button then dial *password (* ) on your phone The ACD line will be busied out. The system states “your password has been changed, thank you” and disconnects 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 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 Once logged in, the user can reset the password to something that is more logical to them At the reset request an is sent to the addresses we have on file for all of the supervisors alerting them that the agent has reset their password In order to get your initial password for logging into the ACD platform, you MUST do the following: Press the ACD button then dial *password (* ) on your phone The ACD line will be busied out. The system states “your password has been changed, thank you” and disconnects 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 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 Once logged in, the user can reset the password to something that is more logical to them At the reset request an is sent to the addresses we have on file for all of the supervisors alerting them that the agent has reset their password

6 Main Screen 1 2 3 Ready / Busy - Determines if YOU are ready or busy to accept the next routed call. Agents Name- 1. Displays who is logged into the system. 2. Ability to logout. 3. Ability to change the login password. Location – Displays the location in which you are assigned to. Viewing the main screen, you notice three tabs at the top of the page. They are: Ready / Busy - Determines if YOU are ready or busy to accept the next routed call. Agents Name- 1. Displays who is logged into the system. 2. Ability to logout. 3. Ability to change the login password. Location – Displays the location in which you are assigned to.

7 Search Calls When you select the search calls tab, this give the Supervisor the ability to search for queue calls Search Calls – Gives the Supervisor the ability to search for queue calls

8 Search Calls Start & End Date - Dates to search between
When searching for calls you can narrow down the scope for the search by entering the following information: Start & End Date - Dates to search between Start & End Date - Dates to search between Call Type – What was the call type? Recorded DID Call, Outbound or Queue Call Unique ID – EarthLink Tracking ID Unique ID – EarthLink Tracking ID Agent Name – Agents name ANI – Phone number of caller ANI – Phone number of caller Queue Name – Name of queue Abandoned – Was the call abandoned? Abandoned – Was the call abandoned? Call Type – What was the call type? Recorded DID Call, Outbound or Queue Call Agent Name – Agents name Queue Name – Name of queue

9 Search Calls - Results Call ID – Unique EarthLink ID
Abandoned – Was the call abandoned? Unique ID – Unique EarthLink ID Hold Time – How long was the customer holding? When you get your search results, displayed will be the following: Talk Time – Length of call with agent Recording – Link to listen to a recorded call Call ID – Unique EarthLink ID Location – ID for location Status – Status of call (Completed / Abandoned) Unique ID – Unique EarthLink ID Destination – Outbound calling # - or- Queue number Call Date – Date of call Recording – Link to listen to a recorded call Transferred – Number if call was transferred Agent Answer Time – Time agent answered call Status – Status of call (Completed / Abandoned) ANI – Phone number of caller Release Time – Time call Terminated Agents Name– Agents name Call Date – Date of call Release Side – Who ended the call Queue Name – Name of queue Agent Answer Time – Time agent answered call Release Time – Time call Terminated Release Side – Who ended the call 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 ANI – Phone number of caller Agents Name– Agents name Queue Name – Name of queue

10 Download Reports Selecting the download reports tab gives the Supervisor the ability to run reports instantly. Download Reports – Gives the Supervisor the ability to run reports instantly

11 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 In order to download reports the following information must be completed: 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

12 Queue Report Displayed is a queue report that was downloaded in a CSV (Comma Separated Values) format and opened with Microsoft Excel. This report can be sorted by column A, hide column b or have a pivot table created in order to get the information you need for the business.

13 Agent Report Displayed is a Agent report that was downloaded in a CSV (Comma Separated Values) format and opened with Microsoft Excel. Again, this report can be sorted by column A, hide column b or have a pivot table created in order to get the information you need for the business.

14 Queues When the Queues tabs is selected, it will give the Supervisor the ability to edit the queues they wish to monitor. Queues – Gives the Supervisor the ability to edit the queues they wish to monitor

15 Queues If you have multiple queues, you will be able to choose which you wish to monitor. If you have multiple queues, you can select which queue (s) you wish to monitor. One or all can be monitored by selecting the box(s) next to the queue you want to monitor.

16 Queue Calls When viewing calls within the queue, you will see:
This screen will refresh approximately every 10 seconds to display real time calling data. Call ID – Unique EarthLink identifier Talk Time – Time agent has been talking (in seconds) Call ID – Unique EarthLink identifier Status – Status of call (Ringing / Answered) ANI – Calling parties number Status – Status of call (Ringing / Answered) Call Date – Date of call DNIS – Queue Number Call Date – Date of call Agent Answer Time – Time agent answered call Agents Name – Name of Agent Agent Answer Time – Time agent answered call Queue Name – Name of queue Hold Time – Length of call holding (in seconds) Hold Time – Length of call holding (in seconds) Talk Time – Time agent has been talking (in seconds) ANI – Calling parties number DNIS – Queue Number Agents Name – Name of Agent Queue Name – Name of queue

17 Monitor Button Click on the call you wish to “Monitor”
In order to have the ability to monitor an agent call. 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 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

18 Whisper Button Click on the call you wish to “Whisper”
In order to have the ability to Whisper to the agent: 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. 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.

19 Call History When you select a call, then click “History”:
Displayed will be the routing history path the call has followed until answered. In other words, if the call was offered to the first agent and not answered for any reason, then the call is offered to the next available agent. This history lets the supervisor see who the call was offered to and when it was finally answered. If there is only one agent in the history, then the call was answered at the first agent offering. When you select a call, then click “History”: Displayed will be the routing history path the call has followed until answered.

20 My Agents – Monitored / All Agents
Under the “My Agents” section, you can view all the agents within the queue or select only the agents you wish to monitor. Ability to view all the agents within the queue - or - Select only the agents you wish to monitor.

21 My Agents - Queues Ability to view all queue’s - or -
This tab allows you the ability to view all queue’s or select only the queue you wish to monitor. Ability to view all queue’s - or - Select only the queue you wish to monitor.

22 My Agents – Monitor More Agents
Finally this tab gives the ability to select only the agents you wish to monitor. Ability to choose only the agents you wish to monitor.

23 My Agents – Monitor More Agents
Click on the agent(s) you wish to add to the monitor section Click on the “Add & Close” button to apply After selecting the “Monitor More Agents” tab: A box will appear with all the agents within the ACD. Click on the agent(s) you wish to add to the monitor section Then, click on the “Add & Close” button to apply.

24 My Agents – “Make Busy” If you have an agent that is not available for a call but not set to “ready”, as the supervisor you can force that agent to be busy and not be available for the next inbound ACD queue call. Select an agent you want to make their status “Busy” Click on “Make Busy” button. Select an agent you want to make their status “Busy” Click on “Make Busy” button

25 My Agents – “Make Ready”
If you have an agent that is available but not set to “ready” for calls, as the supervisor you can force that agent to be ready for the next available inbound ACD queue call. Select an agent you want to make their status “Ready” Then, click on “Make Ready” button. Select an agent you want to make their status “Ready” Click on “Make Ready” button

26 My Agents – “Edit” Select an agent you want to edit
If the supervisor needs to edit an agent information, the following must be performed: Select the agent. Click on “edit” button. Select an agent you want to edit Click on “edit” button

27 My Agents – “Agent Details”
Ability to change the address for the selected agent A box will appear giving the following information about the selected agent: Agents name, Role, ID ACD number and address. The supervisor can edit the address only on this screen. All other information must be changed by calling customer care. The supervisor also has the ability to change the agents log in password. When the “Reset Password” button is selected, a new screen will appear and the supervisor can change the password for the agent. NOTE: A supervisor only has the ability to change an agents password. They can not change the password of another supervisor. That can only be done by calling into customer care.

28 My Agents – “Queue Assignment”
Ability to change the priority level for the selected agent By clicking on the tab “Queue Assignment”, a supervisor can give the agent a call priority. In other words, the supervisor has the ability to set the agents availability to either High, Medium or Low. The system looks for all the available agents with a high priority first. If there are no available agents, then the system looks for all the available medium agents second, and so on. As the supervisor you can set the agents priority as needed for the business so the most productive or best agent is sought after first the follow the priority for the remaining agents. This helps the supervisor determine if more agents are needed at certain times and ability to see call flows for the times of the day.

29 My Agents – “Remove from Monitored”
When an agent needs to be removed from the monitoring agents section, Select an agent you want to remove Click on “Remove From Monitor” button Select an agent you want to remove Click on “Remove From Monitor” button

30 My Agents – “Busy/Ready Log”
Select an agent you want to run the report for Click on “Busy/Ready Log” button

31 My Agents – “Busy/Ready Log”
Input the search criteria Click on the "Search” button

32 My Agents When viewing the “Agents” section, displayed will be the following: 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) Agent Name – Name of Agent Last Call – Date of last call Calls Today – Number of calls today Extension– Agents ACD number Phone Status – Will display “Phone Error” until agent has answered their 1st queue call Missed Today – Number of calls missed today Last Call – Date of last call Phone Status – Will display “Phone Error” until agent has answered their 1st queue call Web Status – Is the agent logged into the ACD web site Paused –Status for calls (Ready or Busy) Calls Today – Number of calls today Missed Today – Number of calls missed today

33 For any questions or additional help, visit
- or - Contact our Customer Care If you have any questions or need additional help, please contact our Customer Care Specialists at

34 The survey is confidential and secure.
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.


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