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1 Hosted Voice Product Training Automatic Call Distributor (ACD)

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Presentation on theme: "1 Hosted Voice Product Training Automatic Call Distributor (ACD)"— Presentation transcript:

1 1 Hosted Voice Product Training Automatic Call Distributor (ACD)

2 2 Agenda 1.Resource Center 2.Logging in 3.Main Screen 4.Search Calls 5.Download Reports 6.Queue’s 7.Queue Calls 8.Monitor 9.Whisper 10.Call History 11.Monitor Agents 12.Monitor Queue’s 13.Help

3 3 Resource Center

4 4 Log In Go to: https://acd.voip.elnk.us https://acd.voip.elnk.us Open up a web browser Then enter the following : User Name– Provided by EarthLink Business Password– Provided by EarthLink Business

5 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: 1.Press the ACD button then dial *password (* ) 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 is sent to the addresses we have on file for all of the supervisors alerting them that the agent has reset their password

6 6 Main Screen 1.Ready / Busy - Determines if YOU are ready or busy to accept the next routed call. 2.Agents Name - 1. 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. 123

7 7 Search Calls Search Calls – Gives the Supervisor the ability to search for queue calls

8 8 Search Calls Start & End Date - Dates to search between Unique ID – EarthLink Tracking ID ANI – Phone number of caller 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 9 Search Calls - Results Call ID – Unique EarthLink ID 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 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 10 Download Reports Download Reports – Gives the Supervisor the ability to run reports instantly

11 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

12 12 Queue Report

13 13 Agent Report

14 14 Queues Queues – Gives the Supervisor the ability to edit the queues they wish to monitor

15 15 Queues If you have multiple queues, you will be able to choose which you wish to monitor.

16 16 Queue Calls Call ID – Unique EarthLink identifier Status – Status of call (Ringing / Answered) Call Date – Date of call Agent Answer Time – Time agent answered call 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 17 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

18 18 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. Whisper Button NOT WILL 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 19 Call History When you select a call, then click “History”: Displayed will be the routing history path the call has followed until answered.

20 20 My Agents – Monitored / All Agents Ability to view all the agents within the queue - or - Select only the agents you wish to monitor.

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

22 22 My Agents – Monitor More Agents Ability to choose only the agents you wish to monitor.

23 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

24 24 My Agents – “Make Busy” Select an agent you want to make their status “Busy” Click on “Make Busy” button

25 25 My Agents – “Make Ready” Select an agent you want to make their status “Ready” Click on “Make Ready” button

26 26 My Agents – “Edit” Select an agent you want to edit Click on “edit” button

27 27 My Agents – “Agent Details” Ability to change the address for the selected agent

28 28 My Agents – “Queue Assignment” Ability to change the priority level for the selected agent

29 29 My Agents – “Remove from Monitored” Select an agent you want to remove Click on “Remove From Monitor” button

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

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

32 32 My Agents Agent Name – Name of Agent Extension– Agents ACD number Last Call – Date of last call Phone Status – Will display “Phone Error” until agent has answered their 1 st 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 33 For any questions or additional help, visit - or - Contact our Customer Care

34 34 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. confidentialsecure The survey is confidential and secure. Please complete the survey and have a great day.


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