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Connect Control User Guide

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1. Filter sig x NI d y E d d Agent Phone Number Profile Status A Time In Status Change Status Gunnarsdottir Sigridur 40034391 Support 4 Q Pause Coffee break 0 14 Log off Set ready Nossum Sigrun 4 Q Logged Off 10d 00 33 19 Log on By clicking the hyperlink in the Profile column the skills for this profile are shown In the Change status column you can change your agents status and log them on off By clicking the Agents name a new window opens showing Ticker agent 5 3 Ticker Services Shows in real time the total number of requests received and answered per access point As well you can see the answer rate You can toggle between day and week view Day view shows values so far this day starting midnight while week view shows values so far this week starting midnight between Sunday and Monday Ticker Services Filter Fus table v E K Ca Access point Total offered V Total answered Answer rate 81511569 7 1 1496 Chat 10009 q chat sales 4 3 15 social 10009 twitter 0 0 5 4 Ticker Queues Ticker Queues is a ticker for the different queues in Connect Here you can see how many requests have been offered and answered as well as the answer rate You can toggle between day and week view Day view shows values so far this day starting midnight while week view shows values so far this week starting midnight between Sunday and Monday Home Page Real ti
2. Delete User Group To create a new profile Click on Add profile and type a desired name for the profile To add skills click on the sign to add skills Choose the skills you want the profile to have Remember to include the relevant media type e g phone chat email etc P For each skill a score must be given 9 is the highest score and 1 is the lowest The score O is also a possible but this makes an agent a part of a queue s but he will not be assigned requests automatically The score 0 is used when agents should pick requests from the queue After creating or editing a profile click on Save changes If you want the profile to go back to its original setting click Undo changes When creating new skills for a group profile it is important before saving to tick Apply to all the default value is apply to none If this Apply to is not done you will need to access each user within the user group 7 and change the configuration manually None M Users SE April 2014 Connect Control User guide for administrators Page 19 y vd Good communication is rewarding N te QCO aa 6 2 Users Here you can find an overview of the agent user profiles created in the service You can add edit and delete users from the solution You can choose to only show users for a particular user group or to show all users listed alphabetically by first or last name User Groups Users Pause Reasons Resource Filters Products Access Con
3. Good communication is rewarding N te CO aa 9 2 Search Results Calls Recorded Calls After defining the parameters for your search you click the Search button and your search results will appear Search Search criteria Select a Today ka Last week NETS Advanced Type Time period Caller s Number All Calls Y 01 01 2014 00 00 to 03 04 2014 24 00 Access Points Queues Agents Search completed 3 records found Start Access Point Recording Time Speak Time Caller s Number Wait Time Agent s b 15 07 2014 12 45 815115659 0 34 0 34 21430742 0 19 Sigridur Gunnarsdottir p m 15 01 2014 12 46 81511569 0 00 0 23 21490742 0 24 Sigridur Gunnarsdottir b 03 042014 13 43 81511569 1 07 1 17 21490742 0 16 Sigridur Gunnarsdottir David Lee If you are looking among All calls you can distinguish calls that have not been recorded by the fact that they have 0 00 Recording Time and they will not have a black play button next to them If you see more than 1 name in the Agent columns the recorded call was handled by 2 separate agents meaning the call was transferred to another agent at some point during the conversation If both conversations were recorded the play button will have a with in it 4 indicating that 2 recordings are available By pressing the green play button next to the call you can see the graphical flow of chosen call recorded call If you have chosen a call you will only see 1 tab General informati
4. You can also choose to set the period manually by using either typing it in or using the calendar which will appear when moving your cursor in the From Date field If your report is for a longer period than just one day you can use The Limit time range checkbox to customize the time parameters for your report even further E g you want a report that is from Monday to Friday to 16 00 but on Thursday to 18 00 To do this tick Limit time range box and click Advanced settings anew window appears where you can configure the time range for each day 04 07 2073 13 15 To Date 25 07 2013 17 00 The From To Limit time range is enabled only if there is more than 24 hours e Alldays 00 00 24 00 between From Date and To Date and the To hour is bigger than Specify days the From hour Monday 00 00 24 00 Tuesday 00 00 24 00 Wednesday 00 00 24 00 Thursday 00 00 24 00 Friday 00 00 24 00 Saturday 00 00 24 00 Sunday 00 00 24 00 When you have generated a report by pressing the View Report button new window will appear with your report Hover over any column name and a description of the column will appear April 2014 Connect Control User guide for administrators Page 52 Z Good communication is rewarding a te QCO mi 7 onnect Control Change Parameters Total overview H Customer 10010 Service Number 81511567 Time Period 01 10 2013 01 11 2013 Generated 17 01 2014 08 55 50 Total ov
5. 7 1 Time module Time and holiday routing manages incoming calls based on the time and date of the call The caller will get different responses message depending on what time day it is In the Time tab you can find time module that you can make changes to yourself Your organization might have a time module in service that you cannot see on this page If you can t see a time module contact our Intelecom support for assistance Time IVR Audio Service Variables Enquiry Registration KPI Alarm Silent Monitoring Queues Services Home Page Services Time List of Time Modules Name Edited by Main time If the time module you want to edit is being modified by Intelecom you will not be able to make changes to it you can only view it You will receive a warning on the time module page Home Page Services Time Time Management Demo English Time management for Time Management Demo English Exit used if nothing else is specified Test the time module Closed Choose date and time to simulate You can not do any changes because the time module is beeing the time module edited by andreas In the Edited by column you can see the username of the technician that is making the changes We recommend that you try again later if you need to access the module immediately please contact Intelecom support If you want to make changes to a time module you click on the time modules name A new window will appear with the
6. Email sales 0 0 00 0 0 1 0 0 0 00 5 6 1 Settings Through the Setting button you can view and change the settings of the chosen wallboard user The settings are divided in two areas Queue settings and Display settings HEHEDEHIS Wallboard settings as Wallboard Sales Here you can choose which queues and columns should be shown in your wallboard If you choose only 1 queue you must choose 6 columns However if you choose at least 2 Y Queue settings 7 Select Queues 6 selected t Sales queue you can choose as many columns as you desire Please note the more columns you choose the smaller the text in the column headings will be When selecting queues and columns a dropdown list of available queues columns for your wallboard will appear After having selected relevant queues you can choose which columns to show in the wallboard You can enter keywords in the Filter textbox to choose the most relevant queues and columns When you click the Save Changes button you are redirected to You can move the queues and columns in the order that you want them to appear in by dragging and dropping April 2014 cave Changes Y Display settii Connect Control User guide for administrators t Support t Switchboard t Chat sales t Chat support t Email sales Select Columns 9 selected e e e e e e Total in Longest Wait Logged on Callbacks in Preferred SLA Score Queue Time Queue Calls e e In Pause
7. Gielalalzlei Gielaldge Intelecom Connect Demo Product 10009 Search 9 Archive Search criteria i r Yesterday b a Last week j P Basic Type Time period Caller s Number All Calls M to All Calls Recorded Calls Queues Agents Chat 2 9 1 Search The Search enables you to search among All Calls Calls and Recorded Calls Recorded Calls P Chat Based on basic or advanced search parameter Calls recorded calls chat can take some time to appear in the Archive this to ensure that the call chat has ended before we try to show what happened in the call chat How long the delay is can vary between solutions but 120 minutes is the default delay time especially for organizations that have call back in queue and or have long wait time in queue 9 1 1 Basic Parameters 9 1 1 1 All calls recordings In the Basic parameter tab you can search among various parameters however there are only 2 fields that are obligatory The Type field and the Time Period field In the Type field you can choose if you want to search among all calls recorded calls or chats In the Time period field you can either use the calendar to define the time period or use the Time helper buttons to do so You can browse through different days weeks by using the arrows next to the time helper buttons April 2014 Connect Control User guide for administrators Page 58 w Good communic
8. Intelecom INTELECOM CONNECT CONTROL USER GUIDE FOR Administrators Version 2 1 4 Good communication is rewarding Ti Le QCO Y Content Dy o TEL de E 4 2 About Intelecom Connect Control ecce eee eee eee ee eee eene nnne nee unte naso R KEREN R KEE Kn 6 3 Log on Connect Control Mm 7 4 ROME e ET 8 DI 6 0 LOU E 8 5 PRUE a E UU 9 Ir QOU 77 1 E E 9 5 1 1 KPI alarm warnings in Queue OvervieW eeesseseseneeseresserssrereserreseresseresrereseresrereseee 10 5 1 2 ee T 10 5 1 3 POC ATUS e 11 V P Agen DEOS T Q 11 Bi ISCO OU c 12 fe ee Get 13 V Weg TOR 13 5 9 PICKIN SCF OF OBDS csetera Sie LM MEME MI M M ME 14 VH Ce ee co REOR 15 5 6 1 orm A E 16 o co ne HH 18 6 1 CPSC OU 18 NN MEE 0 0 To PCI Ee RES 18 OM FIO E 19 D 20 6 2 1 Sco N E E 21 6 2 2 Create new group TT 22 co FOUS TCO ON TER 23 Od RE OU Tm 23 eS ACCESOO O E 24 BO cf 010 0 6 S orarin TEA E E A T E E EET 25 6 6 1 Innentance SY SCOT etia UE RETENIR MB MEI M EIU 25 COA Aga DEE 26 6 6 3 S EE 27 EE 31 S M oC P
9. Property User account April 2014 Connect Control User guide for administrators Page 8 Z Good communication is rewarding N Le QCO mi 5 Real time The Real time tab provides an overview of live status up dates on services queues and agent activity 5 1 Queue Overview The queue overview enables you to monitor both agents and queues in your contact center Data is updated every 15 seconds It contains the following information p You are logged in as Edit on customer Edit on customer ID Connect Control Jan Rygh 15000 Log out Real time Statistics Catalog Archive Queue Overview User Groups Ticker Services Ticker Queues Ticker User Groups Wallboard Home Page Real time Queue Overview Queue Overview 08 58 Filter Queue Named Total in Queue Callback Preferred SLA Score Max wait time Avg waittime Agents Logged on Agents in Pause Agent Chat sales 1 0 0 0 00 0 00 0 0 Agent Chat support 1 0 0 0 00 0 00 0 0 Agent Email sales 0 0 0 S 0 00 0 00 0 0 Agent P Total in queue Number of requests currently queued P Callback Number of requests that are callbacks Preferred Number of requests that are for reserved preferred agents P SLA score Shows how long the queue is relatively speaking More detail see SLA settings Max wait time Longest waiting time for a request currently in a queue wm P Avg wait time Average waiting time for requests currently in queue F Agents lo
10. to the chatter instead of the agent s full name Y Chat Quick find users usergroups ann Inherit Value Enable archiving of chat sessions C On 9O Off Chat nickname P Insert text The 20 Insert text boxes are used for Predefined messages for your agents that Z Intelecom CID Incoming request Queue Chat sales Nick name Jason ID jason smith gmail com Welcome to Intelecom Sales Queue We are trying to find an available agent please wait Alternatively call us on 0845 080 3070 Mick name Jason Mote Hi have a question about Connect Number of requests in queue 1 Agents logged on 1 Agents active on this queue 1 Entered at 08 40 Andreas Wallin Atiyeh Seifvand User group Sigridur Gunnarsdottir Jan Rygh kari ES Keel Kirsten Heesgaard Raymond Kristiansen Kristian Halvorsen M M1 Paal kongshaug i Jane Welcome will appear in your agents chat window To create a predefined message simply Openinghour write it in one of the nsert text box The Goodbye Title of the message will be the word before the semicolon and the text after it E will be the sentences that appear in the ww uw uw Ire us 5 agent chat window when he clicks the title Goodbye Thank you for chatting with us Please contact us again if you have any questions In the example above Goodbye isthe title of the predefined message when the agent clicks it the sentence Thank you for chatting Apri
11. 0 0 0 3 All agents 2 1 0 0 0 0 0 21 If wrap up is configured to x seconds for phone queues the agent has status wrap up for x seconds after he she has hung up the phone but the agent may change his status Wrap up Ready at any time to shorten the pre defined wrap up time When a call to an agent results in busy or an agent clicks reject on an offered email social media request screen pop the agent s status is set to Busy for X seconds default 1 TTA before the status is set back to Ready Busy is also used when the agent s phone email is y blocked due to ongoing chat s When a call to an agent is not answered within the predefined ringing time or an email social media request screen pop up is not accepted the agent s status is set to No answer for the configured number of seconds default 1 before status is set back to W No answer Ready This is to prevent callers from waiting unnecessarily for an agent that may have forgotten to click pause log off before leaving the seat The agent can change his status to Ready when in status No answer By clicking on the hyperlink in the User Group column you will see all the agents that belong to the selected user group their status and the profile they are using April 2014 Connect Control User guide for administrators Page 12 sw Good communication is rewarding N te QCO FTA Home Page Real time User groups Norge Agent Agents in Norge Agent
12. Control Access Control Y Assign Resource Filter Company User Group User Quick find users usergroups Andreas Demo Administrators Y Andreas Wallin v Value Inherit Value Inherit Value Invoice On Off On Of x On OR Sales On 2 Off On 9 1D Off d On Off Ple On Y S Off On Off On of save Changes Undo changes 6 6 Products Products enable supervisors to configure different types of product settings for your Connect Solution In most solutions the only tabs available for configurations are Agent Timeout and Chat Real time Users User groups Users Pause reasons Resource filters Products Access control Home Page Users Products Products Expand all Agent garbage timeout Chat When configuring product settings for your solution you can do so on 3 levels P Company All the agents in your Connect solution will have the same settings User group All the agents in the same user group will have the same settings P User Different agents will have different settings 6 6 1 Inheritance system Configurations in the Product areas are inherited from the Connect system to user groups and from user groups to users agents You can change the values by unticking the Inherit box and set your own customized values for all users for specific user groups or specific user April 2014 Connect Control User guide for administrators Page 25 Good
13. Element na grouping T ga When you have finished customizing a report press the Apply button and the report will be generated in a new window If you want this report to be available in the future press the Save as button A new window will appear where you can enter a description and a name for your report Please enter a name for your custom report My report for monday meetings User Description Ihis report shows the columns I need for my Monday pertormance meeting Cancel Save April 2014 Connect Control User guide for administrators Page 56 w Good communication is rewarding a te QCO aa When you have saved your report you can find it in the Custom reports tab Y Custom Reports Beate rapport ke 2 Beates k rapp 2 Detaljer per k Testi 2 Karolin test PA Mathias krapport 2 Min Detaljer per k skill 2 2 Min Totaloversikt 2 a My Cool Report My report for monday meetings 2 For more detailed information and further explanations about statistics in Connect Control please see a separate document About Statistics April 2014 Connect Control User guide for administrators Page 57 i d Good communication is rewarding a te QCO aa 9 Media Archive In the Media Archive you can find calls recorded calls and chats that have been processed in the Connect platform id You are logged in as Customer Customer ID Log out
14. Mica Rate in Queue Calls Sales 0 0 00 Support 0 0 00 Switchboard i tale Chat sales i 0 00 0 i 10095 P d ah Chat support 0 0 00 rid bb Email sales i 0 00 You can always press the Default button to reset all settings back to Intelecom s default settings April 2014 Connect Control User guide for administrators Page 17 e b Good communication is rewarding N Le QCO aa 6 Users This is where you can manage the users and user groups Users in Connect are divided into two main groups Administrators and Agents You can assign different skills to Connect users and user groups Skills are inherited from Connect to the customer service from customer service to user groups and from user groups to users agents It is important that regular agents are not placed in the user group for supervisors and that user groups for agents aren t given access to supervisor features If you want to limit access rights further for a certain user group user consider using Access Control 6 1 User groups When creating users in Connect each user has to be placed in a user group For instance one user group could consist of users mostly taking care of the sales queues while another user group consists of agents in the technical support department Agents can be placed in the same user group based on e g P Answering the same queues P Same department P Same locations When you open the User Groups page you will see a list t
15. Page which contains the Change Log At the top right of the window your user name customer name and customer number is displayed You can also click the Log Out button to log off of the interface 4 1 Change Log The Change Log gives you an overview of the changes made in Connect Control and which Connect Control user made them As a default a list of the most recent changes made will appear Please note that who has access to the change log can be configured by Intelecom You are logged in as Customer Customer ID Connect Control Demo 15000 Log out erg ess wes f wes ess o oss f wes Home Page Welcome Jan Rygh Y Change Log Yesterday P a Last week b Module Time period Select Module v to Audited by Change v Date and time Module Name of module Change Audited by 26 11 2013 13 10 17 User account peter User has been updated Jan Rygh jan 21 11 2013 15 07 49 Time module Main time Time module has been updated Jan Rygh jan In the Search you can look for changes made in a specific module during a specific time period or based on who made the changes The change log does no include all changes in Connect Control done in Control What changes are covered in the log can be seen in the drop down menu in the Module field Change Log ad Yesterday ad Last week gt i Time period Select Module to select Module Time module Change Frofile e
16. Recorded Col 61 9 2 1 ege TO o T 63 9 2 2 PIQVOQCK Of recordings E 63 gS SOARE U e 64 9 3 1 General Information Chaot 64 9 3 2 Suvimge PMTTE Q 65 10 Contact information E 66 April 2014 Connect Control User guide for administrators Page 3 sw Good communication is rewarding a te QCO Y 1 Quick start Connect Control has various tabs and within those you will find sub menus that give you access to different functionality What functions you have access to is decided when the solution is set up You can access Connect Control https control intele com Type in your Customer number Username and Password When you have logged on you will see the following interface The columns below explain which sub menus you can find on each page You are logged in as Edit on customer Edit on customer ID Connect Control Sigridur Gunnarsdottir 10009 DEE Changelog Queue Overview User groups Time standard Reports Catalog Search User Groups Users IVR Audio Custom Reports Ticker Services Pause Reasons Service variables Ticker Queue Resrouce filters Enquiry Registration Ticker User Group Product KPI alarm Wallboard Acces Control Silent Monitoring Queues By clicking on the question mark that is present in most Connect pages you will see information about the function of the corresponding page Queue overview o Home Page On this page you will see a log of recent changes
17. Standard Reports lt The 7 Question Mark next to each report contains a complete description of the chosen report Click Select next to the desired report a new window will appear enabling you to change parameters for your report You can define a service number time period and how your time elements are grouped e g by quarter hour week etc Service Number 80080000 Iz 4 Saturday La a b ad April From Date 17 12 2012 00 00 To Date 23 12 2012 24 00 peer Ed Advanced settin Group By Time Element no grouping Quarter Hour Day Week Mnnth View report Customize April 2014 Connect Control User guide for administrators Page 51 e Good communication is rewarding N te QCO Y 8 1 1 Defining time period Defining a time period for reports can be done either manually or by using the Time helper buttons The Time helper buttons help you to select a time range quickly There are 3 buttons available for Day Week and Month You can browse through time periods by using the arrows next to the Time range buttons and move between dates weeks and months le Week 31 he d April i gt From Date 31 08 2013 00 00 To Date 31 08 2013 24 00 o August 2013 0 Group By Time Element Mo Tu We Th Fr Sa Su 1 2 3 4 Customize 5 B 7 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 256 2 28 295 304 31 Time 00 00 Hour Minute Now OK
18. Total Offered Save Changes the wallboard page and the wallboard can be previewed Select Columns 3 selected rier E pleas select cous Total in Lon Queue zi Total in Queue E Longest Wait Time W Logged on U Callbacks in Queue U Preferred Calls LJ SLA Score Average Wait Time e Average Wait Time Page 16 e 4 Good communication is rewarding N te CO Y Display settings In Display settings you can change the graphical aspect of the wallboard e g logo background and text color and Wallboard Logo Content Img wallboard int fonts Y Display settings Predefined BackgroundColor Custom BackgroundColor LI If you want to personalize the wallboard with your logo simply type eoo0000 in the logo s web address URL e g http www com pany co m logo gif Predefined TextColor Custom TextColor The logo will be shown in the top left corner of the wallboard and will replace the standard Intelecom logo Select a Font Calibri In addition you can choose which es background color you would like to 9 Defaut have in the top right part of the wallboard together with the text color in the same area You can choose between pre defined or customized colors Finally you can choose among several fonts to display the text with Remember to Save Changes for them to take place Longest Logged Total Answer Callbacks Preferred Your com Pany Wait Time on Ready
19. be changed are P Opening hours P Special voice message P Route traffic P Switch functions on off Home Page Services Service Variables Service Variables c Service variables Company Intelecom Connect Demo MO Value DK Allow Callback yes T DK routing Open Y In the example below some service variables for different locations has been configured into the solution In this case if the Denmark office would not want to offer their callers call back at the moment this can be configured by choosing No from the drop down menu and then Save Changes Configuring a special variable can greatly enhance the quality and flexibility of your solution 7 4 Enquiry Registration With Enquiry registration your agents can identify the caller and the reason for their call The Enquiry registration is created by you or someone in your organization and is divided into Categories and Topics Categories represent the main themes that your requests can be categorized in while topics represent the sub themes for each category You create new topics by pressing on the sign within the Category In the Multiple choice column on the right you can choose if it should be possible to mark one or more topics per category If marked No your agents can only choose 1 topic per category Your agents will receive a new enquiry registration form each time they accept a new request in the Connect Client April 2014 Connect Control User guide for a
20. be logged on through the Connect client or through Connect Control You can only define one profile per group number Both normal Connect agents and Connect group number agents can answer the same queue Which agents have preference to answering the queue is configured in Connect Control If the Connect group number agents are occupying lines in the PBX by transferring Connect calls Connect will not notice that the agent has become ready until the transferred call ends Therefore to avoid the combination of ready agents and callers in queue more lines could be created than the planned Connect group number agents e g if the group number agents are 10 then 15 20 lines could be defined If you are not certain how group numbers work we encourage you to contact Intelecom support to help you out in creating one In agent overviews group numbers are shown with an icon in front so that they are easy to differentiate from normal users zz ACD Number group number April 2014 Connect Control User guide for administrators Page 22 w Good communication is rewarding N te CO aa 6 3 Pause reasons If you want to see the reason why your agents are using HomePage s Users Pause Reasons the Pause status you can add pause reasons This page lets you see current pause reasons and create newones Pause Reasons To create a new pause reason click the button and then insert the name of the pause reason To delete it c
21. communication is rewarding a te QCO Y Y Agenttimeouts Company User group User Quick find users usergroups Intelecom Connect Demo Product Administrator David Lee Inherit Value Inherit Value Inherit Value Busy timeout 1 o 5 2 F 5 3 F 5 1 Inherit Company level By ticking Inherit on a Company level the values are changed to system values If your organization defined these values when setting up the solution they will be the ones displayed when ticking inherit if nothing was defined it will be Connect default values 2 Inherit User Group By default all user groups and users inherit the values set on Company level if you would like a specific user group to have different values than the rest of the company you can untick the nherit box and configure different values for that specific user group 3 Inherit User By defaults specific users will inherit the configurations for the user groups they belong to If you would like a user to have different values choose the user untick the inherit box and set the desired values you want for that user 6 6 2 Agent timeout Enables you to manage the time out periods for your agents during timeouts agents will not be allocated requests Agents can however change their status back to Ready and start receiving requests again at any time The values you define are in seconds e g 1 minute timeout is 60 seconds Y Agent timeouts Company User group User Quick
22. ee E 31 7 1 1 Re E Te E EE 32 FP AUTO 10 RE 36 ele Re SO CCI AV EE 36 La EV PII E 37 April 2014 Connect Control User guide for administrators Page 2 Good communication is rewarding Ti Le QCO Y 7 2 1 SONG Ies EE EE 37 LE ee TNC OVI 2T Tm 37 7 2 3 Record a new sound le 38 Z2 SOMNA ele ele E 38 7 9 ee ere 39 7 4 Enquiry Registration EE 39 K Mm a ed EEN 40 7 5 1 ee ele CN MT 41 2 5 22008 42 7 5 3 Configuring Thresbholgde eee nnns aane na 42 7 5 4 ausis cm T 45 Ld AO OD dE 46 K ee tee e EE 46 7 6 1 POOUCSE SIICNE Moni Oning cerais irrena rien E ESPERE III e Hire Iu II EMEN EMIMEE 47 7 6 2 Silent Monitoring reguest eene nennen nnne nnne snas aas a ness 47 TP OS 48 7 7 1 Queue display Seb de CN 49 7 7 2 CCS Merz ule E 49 B SEALISUICS serrer E EEE rascedeewersernenavemsasoaiuoecarsnensnaunissassvesersneoniaanperenees 51 Gl ee ee Ee 6 6 E 51 8 1 1 D fining Me perlOd PEN ERRR A EES 52 62 SAVE CG afferent EE 53 m EE eene TE 54 8 3 1 How to customize d rePOrt E 54 8 3 2 Customizing COLONIN TERT 54 8 3 3 Customizing ROW FIHLOES cecesiccaratccndvecesssasnnersideecenstontetaond ae aeiia 55 CU Om ERT TU POATE E 55 9 Media enl I ROO TIME 58 E M 58 g 1 1 BA et 58 gl Advanced tee 60 9 2 Search Results Calls
23. made to the service in Connect Control This gives you an overview of which Connect Control user has made changes and when they have been made Real Time The Real time tab provides an overview of live status up dates on services queues and agent activity Users This is where you can manage and create delete users and user groups Moreover you can assign skills to your agents and restrict what other users are seeing when accessing Connect Control Services Gives access to variety of modules that enable you to make changes to your Connect solution e g how calls are routed create and make changes to Enquiry registration and record messages April 2014 Connect Control User guide for administrators Page 4 Z Good communication is rewarding N te EE E aa Statistics Connect Control provides a variety of reports These reports can be accessed under the statistic tab in Connect Control Archive The archive lets you search for your calls recording and chat log It enables you to see a simplified illustration of a call s chats phase e g how long the request waited in queue Filter information Most pages in Connect Control have a filter field at the upper right side corner enabling you to filter information as you see fit Queue Overview 13 55 Filter When you enter a text in the filter the page will only show rows that contain that text As default all columns are included in the filter but you can uncheck
24. monitored Y Search Select Agent Search Agent er A User Group admin Y Connect yents search To monitor a call you first need to search for an agent to monitor The search enables you to look for agents based on their name or the user group they belong to furthermore you can filter for agents that are in status Connected only Time IVR Audio Service Variables Enquiry Registration KPI alarm Silent Monitoring Queues Services Home Page Services Silent Monitoring Silent Monitoring There is no active Silent Monitoring request at the moment Y Search Select Agent 7 Search Agent i 1E User Group Administrators Y Connected Agents Agent Name Agents Phone Number Skills User Group Status Y Status Duration Yan s Wang s yan 47473383 Al Queues Administrators 4 9 Ready 0 12d 23 59 31 EA Atiyeh Seifvand atiyeh 93258809 All Queues Administrators Lei Ready 59d 19 09 07 avein Gunnar Bj rke bjosve 33258803 All Queues Administrators L Ready 3d 21 23 17 If an agent has a headset next to his her name another supervisor has already requested a silent monitoring for this particular agent Only one supervisor can listen to each agent at time and therefore you will have to wait to listen to that particular agent until the other supervisor has finished April 2014 Connect Control User guide for administrators Page 46 e Good communication is rewarding N te QCO aa Once you have found the agent
25. part of the day or only on Monday Friday 08 00 16 00 specific days then you can define this here Se Monday 08 00 16 00 Tuesday 08 00 16 00 Wednesday 08 00 16 00 Thursday 08 00 18 00 Friday 08 00 16 00 d Saturday 08 200 16 00 Sunday 08 00 16 00 Save April 2014 Connect Control User guide for administrators Page 45 i d Good communication is rewarding N te CO aa 7 5 5 Alarm log Here you can see a log of the alarms that have been activated Y Alarm Log 7 Date and Time Alarm Name Queue Name Threshold Name Recipient Name 25 11 2013 16 13 54 Agents logged on Switchboard Agents logged on ex pause Andreas Wallin 12 11 2013 13 23 25 Agents logged on Sales Agents logged on ex pause Sigga Gunnars 7 6 Silent Monitoring Silent Monitoring gives defined supervisors the possibility to listen in on conversations between callers and agents Neither the caller nor the agent will hear your voice during the call Your solution can be configured to notify the agent that he is being monitored a headset icon will appears in the Connect client when you are monitoring the agent s ongoing call However if the notification feature is turned off the agent will never be aware that he she was being
26. time Queue overview E Mail Queue Details E Mail Filter Caller Type SLA score Time in queue VIP Callback Reserved R Preferred P Sigridur Gunnarsdottir sigridur gunnarsdottirgpintele com 32 04 This page is updated automatically and contains the following data P Caller Phone number or email address of the customer P Type Refers to the color and description of a request Type is set up by Intelecom it entails that you can put different colors or names on queues or phone numbers E g all requests coming from the support are purple etc SLA Score Shows how long the request has waited relatively speaking Time in queue how long the request has been in queue Call back P O Normal request 1 2 3 Call back for the 1st 2nd or 3rd time VIP If a caller is a categorized as a VIP Reserved Preferred If the call has a reserved preferred agent April 2014 Connect Control User guide for administrators Page 10 Z Good communication is rewarding N te QCO mi 5 1 3 Agent Status By clicking on the number in the column Agents Logged on Agent status window will appear it shows the following information Chat Sales NO e Name Phone number Status Sigridur Gunnarsdottir 21430742 A Pause 5 1 4 Agent Details By clicking on the Agent in the Agent column the Agent detail window will open Overview of Agents Twitter Ready Connecting Connected Busy Wrap up Ho answer Pause Logged o
27. you want to monitor you click on his her name and a new window will appear Agent Name Agent s Phone Number Skills User Group Status Y 47473383 Default Profile admin Ready Peter Parker 33258809 Default Profle admin 4 9 Ready 7 6 1 Request Silent Monitoring Request Silent Monitoring 7 3 In the Request window you need to enter your phone number fixed or mobile in a 00 or format including country code You then need to Your phone number decide how many calls you would want to listen to and until what time The reason you set time 004740034391 limits is to avoid situations where Connect calls 5 calls until 14 00 today you when you are unavailable e g in a meeting Once you have filled out the relevant information Add you can then either press Add or press Enter on your keyboard and the request will be processed 7 6 2 Silent Monitoring request Once your Silent Monitoring request has been processed the detail of your request will be shown in the upper left corner on the Silent Monitoring page If the agent that you want to monitor is already in a Connect call you will receive a call immediately If the chosen agent is not engaged in a Connect call you will be called the next time the agent becomes engaged in a Connect call Please note there is no guarantee the agent you want to monitor will receive and answer any call from Connect within the time limit The reason might be that the agent logs off clicks P
28. 0 is to pick from Chat Phone Add Skill Add Profile Remember when adding a new skill to a profile to press Add Skill so the skill is saved April 2014 Connect Control User guide for administrators Page 21 e Good communication is rewarding N te QCO Y 6 2 2 Create new group number Clicking Create new group number enables you to create a new group number Home Page Users Users Users Create New Group Number Group Number Name Telephone Number Number of lines Numeric ID See used IDs Password Repeat Password Language EN Y Group number name The name of the group number Telephone number The phone number for the group number Number of lines The number of concurrent calls that will be connected by Connect to the group number Calls exceeding this amount are queued in Connect Password confirm password If the user group is to log on with the Connect client they need a password Language Will be the user groups language both in Connect and Connect control d d d d d A group number usually belongs to your telephone platform e g PBX By using a group number you can have more customers queued than the lines on your PBX system It moreover enables your organization to configure how these customers are passed down to the group numbers agents Calls are not queued in Connect before all the telephone lines in your platform are in use A group number must
29. 08 39 Sigridur Gunnarsdottir is connected queue name is shown in the chat header Sigridur Gunnarsdollir 00 30 however the agent can see the name of the Hi how can help you chatter in 2 places Hi I have a question about Connect m P Block phone and email if number of chat sessions is greater than If agents are using a profile that enables them to answer requests from multiple channels e g chat phone and or email You can configure the solution so when an agent is responding to X chat conversations the agent will not receive phone emails When phone and email are blocked the agent s status will be changed to Busy April 2014 Connect Control User guide for administrators Page 28 Good communication is rewarding P Chat alerting timeout You can configure for how long agents should be offered a chat requests before they accept reject it The value is measured in seconds e g if you insert the value 30 agents will be offered the chat requests for 30 seconds and if they do nothing within these 30 seconds the chat request will be offered to another agent P Chat nickname Chat nickname refers to a nickname for the agent This can be useful e g if you do not wish to display the full identity off your agent s You can also make all your agents or certain user groups use the same nickname Just type in the desired nickname for your agent s and the next time they will answer a chat request the nick name will be displayed
30. Average wrap up time for calls that ended in the last 15 gt 120 sec time minutes is used as basis for calculation The value calculated every minute and compared with the defined April 2014 Connect Control User guide for administrators Page 41 Good communication is rewarding N te QCO Y 7 5 2 Alarms In Alarms tab you create your alarms Y Alarms Alarm Name Queue Name Threshold Recipients Time Alarm Message Enabled Delete 08 00 20 00 D LA Too long wait time Sales Y To create a new alarm you must define P An alarm name P A queue it should monitor P Atleast one threshold value Which recipients should receive the alarm if it is triggered You can also create an Alarm message which will then be sent as an addition to the standard message that is normally sent To activate the alarm check the Enabled box Remember to click Save Changes after you have made changes you want 7 5 3 Configuring Thresholds Clicking on the hyperlink in Threshold column opens up a new window Alarm threshold configuration Y Alarms Alarm Name Queue Name Threshold Recipients Time Agents logged on Sales Y 1 Varies Waiting Time Support Y 2 08 00 16 00 ap Add alarm save changes Undo changes Here you can define the values for your alarms April 2014 Connect Control User guide for administrators Page 42 e d Good communication is rewarding n te
31. Group Status g mm Duration D Yan s Wang s yan 47473383 All Queues Administrators Ready 0 2fd 03 43 44 Andreas Wallin Andreas 93258809 All Queues Administrators Ready 290d 23 00 39 Gunnar Grenlee Gunnar 46773252 All Queues Administrators Ready 300d 23 02 38 7 7 Queues In the Queue menu you can see and configure your system queues and define SLA values for your queues You areloggedin as Customer Customer ID Connect Control jan Log out Time WR Audio Service Variables Enquiry Registration KPI Alarm Silent Monitoring Queues Services Hame Page Services Queues Queues P Queue Display Settings 7 P Queue SLA Settings April 2014 Connect Control User guide for administrators Page AS sw Good communication is rewarding N te QCO Y 7 7 1 Queue display settings In Queue display settings you can merge system queues so that they will be shown as 1 queue in Queue overview and in Tickers both in Connect Control and in the Connect client These Connect queues are only summing up activities and you cannot define SLA values or any other values for a Connect queue F Queue Display Settings 7 Queue Name Shown in Connect Consists of these system queues ze EE f cra supor uk WEE seni WE In the example above Support NO Chat Support UK Chat Support NO and Support UK are 4 separate systems queues that we have decided to group together in a new queue called Support This Support que
32. P server and this storage feature can be turned on off Please note that in order to access the chat archive a user account has to be created on Intelecom s FTP server Please contact Intelecom if you wish to archive your chat conversations and do not have a user account on Intelecom s FTP server April 2014 Connect Control User guide for administrators Page 27 i d Good communication is rewarding N te QCO aa P Enable captcha on chat Captcha can be activated to test if the chatter is really human Each time a chat is initiated the chatter is asked to enter a Validation code which consists of series of numbers Validation Please enter this code in the field below and press OK 47873 EE 3B P Use chat nickname instead of queue name in tab header CD You can configure what your agents will see on the tab of their chat tab They can either see from what queue the chat is coming from e g sales or the name of the chatter Welcome to Intelecom Sales Queue We are trying to find an available agent please wait CD CHAT Alternatively call us on 0245 080 3070 a ID jason anal com Chat sales f David DX Note Hi have a question about Connect Number of requests in queue 1 Agents logged on 1 Agents active on this queue 1 Chat sales No matter what you choose to be on top of Entered at 02 39 the tab agents can always see the other value in his chat tab E g in this example the
33. QCO aa Alarm Threshold Configuration W Type Value Deviation Delete SLA score Y gt 20 Number 15 ee Add Threshold Save changes EH Undo changes Deviation This reason for the Deviation field is to avoid an alarm to be triggered when there are only minor deviations from the threshold values When defining a threshold value where Connect is the source you don t necessarily need to define a value in the Deviation field If you want the value to be 800 with a deviation of 100 it is easier just to write 900 in the Value field the end result will be the same If the source for your Alarm is coming from a File Import e g a WFM system you cannot define your own threshold value since this value is automatically imported from the remote system We recommend defining a Deviation value an integer or a percentage the alarm will then be triggered when the difference between the imported threshold and the actual value in Connect will be greater than the Deviation value In the example above the alarm will only go off when there are 15 fewer agents online then the planned number of agents Recipients for an alarm Clicking on the hyperlink in the Recipients column opens up a new window Alarms 7 Alarm Name Queue Name Threshold Recipients Time Agents logged on Sales Y LA Waiting Time Support Y 08 00 16 00 ep Add alarm save changes EH Undo changes April 2014 Connect Control User
34. a window will appear Write alternatively you can email you a down your script and in the enquirey to support intele com hank you field Voice fill out the name of the person who will read Voice Georgette Jones the message When ready to record the file write down your phone number and press Call me now button The Connect platform will call you straight away so you can record your message When you have finished recording the file will become available in the library p 7 2 4 Sound file category Categories are used to organize the sound files you have in your solution Organizing your sound files makes the process of searching and changing sound files faster and more manageable You can add a new category change an existing category or delete a category s as long as it s not in use Y Sound File Category Category Actions Emergency Messages D Holidays Reset P Add a New Category April 2014 Connect Control User guide for administrators Page 38 Good communication is rewarding N Le QCO Y 7 3 Service variables This module enables you to change some variables in the Connect platform Its main purpose is to determine how a request is handled by assigning each variable a value from either a dropdown menu or by simple typing in it yourself What variables are available is configured in collaboration with Intelecom when the solution is first set up Among features that can
35. ation is rewarding N te CCO Y March 2014 Edit on customer ID onnect Control e bris We Th Fr Log out i i 3 A 5 B D D Search Subscriptions SER een s n panic ann eg 1 18 19 201 zi zz 23 24 25 26 27 28 29 30 Search Time 24 00 Search criteria KR Hour Minute Now OK Type Time period mber All Calls Y 24 03 2014 00 00 to 24 03 2014 24 00 Access Points Queues Agents In the basic parameter tab you can also make your search based on Access Points Queues Agent name etc A search fields in grey means that there is drop down list associated to it meaning you are not able to control fully your parameters like you can with caller s number and the time period tab In the drop down list you are however able to define your search further in the example below we can choose between different queues You can choose multiple queues or just one Search Search criteria lt 4 Yesterday a Last week E Advanced T Time period Caller s number All Calls Y to Access Points Queues Agents e d Filter Enter keyword w Check all x Uncheck all e JCallout LJSuppor Sales April 2014 Connect Control User guide for administrators Page 59 ak Z Good communication is rewarding N te QCO mi 9 1 1 2 Chat You can look for chats based on all the same parameters as calls However when looking for chats instead of looking for caller s nu
36. ative SLA instead of the SLA used when prioritizing Please note that this does not change how requests are prioritized P SLA Overflow 1 Default 0 not in use If you define a value gt 0 a SLA score not seconds requests in this queue do not look for agents with score 1 5 before the requests have a SLA score higher than the defined value P SLA Overflow 2 Default 0 not in use If you define a value gt 0 a SLA score not seconds requests in queue do not look for agents with skill score 1 2 before the requests have a SLA score higher than the defined value The agent s score on a queue is the sum of the score on the media type typically Phone and the other skill s the queue consists of but when using the SLA Overflow functionality the agent s score on the Media type is ignored and only the score on the first Skill is used SLA Overflow should therefore only be used on queues that consist of only one ordinary skill April 2014 Connect Control User guide for administrators Page 50 Z Good communication is rewarding N Le QCO m 8 Statistics Connect Control provides a variety of reports that are divided into Standard Reports and Custom Reports Home Page Real time Users Services Statistics Catalog Archive Re po rts Standard Reports bk Custom Reports 8 1 Standard reports Here you will find all the standard reports your organization has access to Re po rts
37. ause or there are few incoming calls to the queue the agent answers Home Page Services Silent Monitoring Silent Monitoring Silent Monitoring Request Information Call information Supervisor Jan Rygh jan Access Number 21492955 Supervisors Phone Number 004740034391 ENEE 21490672 Agent Yan s Wang s yan Queue Name Q SALES Request Details 5 calls until 16 00 Once the agent receives a call a call information window will appear on the upper right side corner giving you information about the ongoing call caller s number access number queue name etc April 2014 Connect Control User guide for administrators Page 47 Z Good communication is rewarding a te QCO mi If the agents makes a consultation call while being monitored you will still be able to monitor the call However if the agent being monitored transfers the call you will be disconnected Please note that you can only have one Silent Monitoring request active at a time and therefore once you have an active request there will be no links for you to click in the agent list Silent Monitoring Silent Monitoring Request Information Supervisor Jan Rygh jan Supervisors Phone Number 004740034391 Agent Yan s Wang s yan Request Details 5 calls until 16 00 Y Search Select Agent 7 Search Agent Enter Agent Name User Group admina T Connected Agents search Agent Name Agent s Phone Number Skills User
38. boards Monitor contact center activity in real time Change profiles and provision new agents instantly Switch on off functionality Set opening hours and holiday routing F F F F F Manage audio and IVR catalogue Connect Control is web based and requires a PC with internet access and a web browser Internet Explorer is the preferred web browser for Connect Control and Intelecom only supports Internet Explorer 9 or newer versions Connect Control main features are available on tablets For easier accessibility we recommend that you save the Connect Control webpage on your tablets home screen In this example this is done on an iPad through an Apple Safari browser Audited by Profile has been updated Profile has been added April 2014 Connect Control User guide for administrators Page 6 Z Good communication is rewarding N te QCO m 3 Log on Connect Control As a supervisor user go to https control intele com and enter the following information Customer number Username Password If you don t have this information please contact Intelecom Support Connect Control CUSTOMER 10010 USERNAME anwa PASSWORD 2010 2013 Intelecom Group AS Then select the Logon April 2014 Connect Control User guide for administrators Page 7 P d Y Good communication is rewarding N Le QCO aa 4 Home page Once you are inside the Connect Client you will see the Home
39. calis are routed ip Choose date and time to simulate Weekend sal 5unj ihe tme module 16 06 2013 15 12 Test now Common openinghours priority 3 Days Full day From time lo time Cen Leere Weekday imon tfri 08 00 15 59 Open w Weokend sat sun Ti DI JE 23 510 Closed Add a weekday April 2014 Connect Control User guide for administrators Page 33 w Good communication is rewarding N te QCO Y Overlapping times Is shown when you have overlaps in your time module like in the example below Since these overlaps are not necessarily wrong the changes you have made will still be saved Time management for Time Management Demo English Exit used if nothing else is specihed Test the time module k Choose date and time to simulate the time module 16 06 2013 15 06 Test now e Changes were amp uccessfully saved T Common openinghours priority 3 Days Full day From time T eme Exit Delete V eekday mon fri d Add a weekday Incorrect services If your settings are incorrect for example From time is later than the To time or the exact same day and or time is defined twice Christmas Eve 0 00 to 9 59 and Christmas Eve 08 00 08 59 You must correct these errors to be able to Save Changes Y Holidays priority 2 Days Full day From time To time Exit Delete Christmas eve o Christmas eve L 23 59 Christmas eve 4 Add a holiday S Add national hol
40. columns that you don t want to be included in the filter In the example below the page will show columns that contain the word Support but if you don t want to certain columns to be included just uncheck them w w w Queue Name Total in Queue Callback Y Preferred SLA Score Max waittime Avg wait time Agents Logged on Agents in Pause Agent In most pages and tables Connect enables you to sort information based on columns Simply click the column you want the sort the information by and the table will change accordingly Queue Overview s Sorttable on this column Filter Queue Name Totahin Queue Callback Preferred SLA Score Max wait time Avg wait time Agents Logged on Agents in Pause Agent g April 2014 Connect Control User guide for administrators Page 5 Z Good communication is rewarding N te QCO mi 2 About Intelecom Connect Control Intelecom Connect later referred to as Connect in this document is a flexible customer contact and switchboard solution based on cloud technology Connect is a multi channel solution which handles telephone chat e mail SMS fax and social networks requests Connect Control is the administrative tool for Connect cloud based contact center It gives Supervisors and administrators the tools they need to gain better control of their day to day operations Through Connect Control you can P Access detailed historical reports Define and build special reports and wall
41. communication is rewarding N te QCO aa 6 2 1 Create new user By clicking on Create new user button you can create a new user Home Page Users Users Add User Add User First Name Last Name Username Numeric ID See used IDs Password Repeat Password User Group Language Administrators T EN M You fill out the user s personal details The only required fields to fill out are Username and Password Each User number Numeric ID needs to be unique By clicking See used IDs you can see what numbers are already in use Group profiles Are defined per user group under Users gt User groups in Connect Control If you don t want a group profile to be available for a user uncheck the Use to checkbox Group Profiles 2 Profile Name Use Skills 9 is highest 1 is lowest 0 is to pick from queue 1 Detaut Profle 4 Phone 9 Email 9 Chat 97 Sales 97 Suppor 9v switchboard 9 v Personal Profiles A personal profile is a profile that only the chosen user has access to A user can have more than one personal profile It is created in the same way as a group profile thus you can name it as you like and select the skills you would like the profile to contain Y Personal Profiles 7 Profile Name Skills 8 is highest 1 1s lowest
42. conds Recording time seconds Wait Time seconds Service Numbers Country 5 April 2014 Connect Control User guide for administrators Page 62 ak ak wd Good communication is rewarding N te QCO aa 9 2 1 Recording Tab If the call was recorded you will see the General information tab but also a different tab called Recording General Information Recording Start Finish Queue Agent 17 01 2014 10 45 57 17 01 2014 10 46 27 Sales Sigridur Gunnarsdottir m In the Recording tab you can see the start and finishing time of the recording If the recorded call was transferred you will see the name of 2 or more agents in the Recording tab General Information Recording Start Finish Queue Agent 03 04 2014 13 43 20 03 04 2014 13 44 12 Sales Sigridur Gunnarsdottir P 03 04 2014 13 44 22 03 04 2014 13 44 37 David Lee m Please note that the start time is different from the start time in the general information tab In the recording tab start time is reported the moment a caller was connected to an agent while in the general information tab start time is the moment the caller called into the solution and was greeted with a recorded message and a menu option 9 2 2 Playback of recordings Pressing the black play button next to a recording enables you to listen to it You can pause the recording at any time 0 00 qd erg B 7 k 09 07 2074 08 50 Recording 81511567 15 34 If you would like to download the recording
43. d File Library contains an overview of available sound files stored in your solution including files that are not in use Here you can change the sound file description category script and name as well as play or download it IVR Audio b Sound Files in Use Y Sound File Library Hame Description Category Actions Personal Queue wav Al e o pe D Queue Intro wav MI F P Queue Waiting wav All Oo A April 2014 Connect Control User guide for administrators Page 37 wd Good communication is rewarding N te QCO aa Q Record button Enables you to record a new file For an existing file you can view the zd script and name of the person who recorded it p i Play button Click here to play the audio file on the PC EET Delete button Click here to delete the file 7 2 3 Record a new sound file In the sound file library you can record a new sound file First press Add audio Record soundfile technical problem wav file enter a name description and select the Script Record by phone hank you for your call Our If you want to record a new sound file over the category that it should technical team are engaged in phone please enter your phone number belong to Press the resolving a technical issue we are including country code in the fields below and currently experiencing and are press Call me now recording button a new unable to handle your call right Phone number now Please call back later preg
44. dministrators Page 39 w Good communication is rewarding a te SCOTI Home Page Services Enquiry Registration Enquiry Registration Y Configuration Filter Categories Category Topics Multiple choice N ae f Movies J Games J Music Bi o voice wrongamom 8 DelayedPayment 8 Frin j0 gM Yes Second notice E Gaas Wee ercan Egress Mastercard Zi FFechnicalissues 8 Intemet Ji Phone a l a a ON The results of the enquiry registration can be seen in the corresponding statistical report called Enquiry registration 7 5 KPIalarm In the Service tab in Connect Control you find the KPI alarms menu It is divided into 3 sub areas Alarm Recipients and Alarm Log The KPI alarm system makes it possible to define threshold values for various KPI s Key Performance Indicators on queues Time IVR Audio Service Variables Enquiry Registration KPI Alarm Silent Monitoring Queues Services Home Page Services KPI Alarm KPI Alarm P Alarms P Recipients 7 b Alarm Log April 2014 Connect Control User guide for administrators Page 40 Good communication is rewarding Ti Le QCO m You can define your threshold values in P Connect Control P Import them from an external system e g a workforce management system Connect will compa
45. do this by setting extended hours for Thursday from 16 00 to 19 00 Common openinghours priority 3 Days Full day From time To time Exit Delete Weekday mon T Thursday a P Add a weekday April 2014 Connect Control User guide for administrators Page 35 Good communication is rewarding N te QCO aa 7 1 2 Add holidays In the holidays tab you can define opening hours for public holidays Add national holidays You can add all the public holidays for your country by pressing Add national holiday button A new window will appear and you then select your country The public holidays will appear in the holiday tab and will automatically have Closed mode defined Select holydaylist English holidays e If your contact center is open on some public holidays you can define different opening hours for them In the example below our contact center is open on Christmas Eve between 10 00 to 14 00 Y Holidays priority 2 Days Full day From time To time Exit Delete Christmas eve ui 00 00 09 59 Closed v Christmas eve O 10 00 13 59 Open v Christmas eve u 14 00 23 59 Closed v Add a holiday Add national holidays We recommend that you define 3 different time periods for Christmas Eve Thus from 00 00 09 59 gt Closed 10 00 13 59 gt Open h 14 00 23 59 gt Closed Add a special day In the Selfdefined days tab you can define a day that has different o
46. dsvagen 139 S 167 51 Bromma t 46 0 8 4000 4000 e support Qintele com Danish solutions Intelecom Danmark A S Stamholmen 157 2 th DK 2650 Hvidovre t 45 70 80 70 80 e support Qintele com Connect Control User guide for administrators Page 66
47. eject when being sent a written request How long an agent will have No answer status is configured by you in No answer timeout the value is in seconds P Wrap Up lIs time reserved for follow up work after an agent has finished answering a request e g database updating transaction processing etc How long an agent will have Wrap up status is configured by you in Wrap Up timeout the value is in seconds You can configure Wrap up times for both email and phone E Wrap up timeout email How long the agent has the status Wrap up after he she has clicked Finished after responding to an email E Wrap up timeout phone How long the agent has the status Wrap up after 6 6 3 Chat he she hung up the phone There are various parameters which you can configure for Chat Please note these variables are only configurable if you have the Connect chat solution that was released January 2014 Y Chat Quick find users usergroups Demn Enable archiving of chat sessions Company User group User Select D Inherit Value Inherit Value Enable captcha on chat On amp 0 Off Use chat nickName instead af queue name in tab header al Unit Off Block phone and email if number of chat sessions is greater than E 0 Chat alerting timeout d 30 Chat nickname zi Insert text 1 Welcome Welcom The configurable variables are P Enabling archiving of chat session Chats are archived on Intelecom s FT
48. er guide for administrators Page 44 4 Good communication is rewarding N te QCO mi UU DUDU og UU DO 00 w Good communication is rewarding N te SCOTI 7 5 4 Recipients Here you create the different recipients to receive alarms and define how they should receive the alarm and when Y Recipients 3 Name Phone number SMS Call Email Time Enabled Delete Paal 44798214836 m Varies V Yan yan wang intele com 08 00 16 00 al jan Varies v mp ae Add recipient We recommend when creating the Name of the recipient in Connect Control to use either the name of the person receiving the alarm or just use his hers functions such as Guard There are 3 different ways of receiving the alarm SMS Email and by Phone We recommend using SMS and Email as your preferred channels of contact and only use Call as a complementary contact method This is because you get limited information when receiving a Call You will be informed that an alarm has gone off and that you can find more detailed information in Connect Control and in an SMS or Email if you have subscribed to these methods of contact Time of receipt Clicking on the hyperlink in the Time column opens upa new Recipient Time 7 e window which enables you to define the time period for which a recipient wants to receive alarms If your Contact Center is open every day but certain recipients only want to receive Alarm warning
49. erview Access Description Total calls Answered Answer rate Avg waiting Avg speak time Max speaking Total speak Unanswered Avg duration Total duration number calls time time time calls duration unanswered germ p less than 10 sec 70807790 3 0 0 Waiting time for answered calls is from the last menu is 00 3 0 00 01 0 00 03 finished until the first 81511567 Intelecom Demo Norge 91 68 7596 78 T7727 13 0 00 32 3 27 57 840009999 Intelecom Demo SE 3 0 0 0 00 00 0 00 00 3 0 00 01 0 00 03 Total 97 68 70 0 00 12 0 02 43 0 26 52 3 04 27 19 0 00 25 3 28 03 8 2 Save and different reports When you have generated your report you can save it by pressing the save button in the upper left corner onnect Control b Change Parameters Total overview XML file with report data 511567 Time Period 01 10 2013 01 11 2013 Generated 17 01 2014 08 55 50 CSV comma delimited PDF MHTML web archive Excel TIFF file Total calls Answered Answer rate Avg waiting Avg speak time Max speaking Total speak Unanswered Avg duration Total duration Word calls time time time calls duration unanswered answered less than 10 sec 70807790 3 0 0 0 00 00 0 00 00 3 0 00 01 0 00 03 81511567 Intelecom Demo Norge 91 68 7596 0 00 12 0 02 43 0 26 52 3 04 27 13 0 00 32 3 27 57 840009999 Intelecom Demo SE a 0 0 0 00 00 0 00 00 3 0 00 01 0 00 03 Total 97 68 70 0 00 12 0 02 43 0 26 52 3 04 27 19 0 00 25 3 28 03 You can c
50. es 3 07 Conversation Sigridur Gunnars dottir 9 25 Start 03 04 2014 09 45 41 Finish 03 04 2014 09 58 10 Tags Sales Comments Please contact him April 2014 Connect Control User guide for administrators Page 64 Z Good communication is rewarding N Le QCO aa 9 3 2 Chat tab Under the Chat tab the actual chat text is shown If you need a copy of the text you can select the text and copy it to your computer s clipboard and paste it into a document or an email You can mark the chat in the right margin and select Download or email on the bottom of the page to get an xml file with the text w 03042014 09 45 Chat 10009 q chat sales 12 29 Jason 3 07 Sigridur Gunnarsdattir General Information Chat In WWW Len I neu yuu WWILDIS Jason 09 49 Hi I have a question about Connect and Facebook can you help me out with that Product specialist 09 49 Yes what is your question Jason 09 49 Can use Connect to respond to Facebook posts Product specialist 09 50 April 2014 Connect Control User guide for administrators Page 65 Intelecom Good communication is rewarding 10 Contact information April 2014 Norwegian solutions Intelecom Norge AS Brynsveien 13 UK solutions Intelecom UK Ltd 2 6 Boundary Row Postboks 124 Bryn London SE1 8HP 0611 Oslo t 44 0 845 080 3070 t 47 03050 e support intele com Swedish solutions Intelecom Sweden AB Gustavslun
51. ff Agents 1 2 0 0 0 0 0 T Agent Details Twitter Filter Name Phone number Skills Status Status duration Change status Lee David 40034391 Social L Available 0 06 Log off Set pause Gunnarsdottir Sigridur 40034391 Social 49 Connecting 0 18 Log off Set pause The page is divided into 2 parts Overview of agents shows the number of agents per status If your solution includes any group numbers they are shown in separate rows Agent details a list with information about each agent in the chosen queue If you have enabled pause reason this is shown In the Change status column you can change your agents status and log them on off Rows that are in grey represent agents which are currently logged off By clicking on the agents name a new window pops up showing Ticker agent April 2014 Connect Control User guide for administrators Page 11 e Good communication is rewarding N Le QCO Y 5 2 User Groups Here you can see the number of agents per status If enabled in your solution pause reasons are shown Home Page Real time Archive Queue Overview User Groups Ticker Services Ticker Queues Ticker User Groups Wallboard Home Page Real time s User Groups User Groups Filter Usergroup Ready Connecting Connected Busy Wrap up No answer Pause Logged off Administrator 2 1 0 0 0 14 Sales Agents 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 2 switchboard Operators 0 0 0 0 0 0 0 1 Wallboard 0 0 0 0
52. find users usergroups Intelecom Connect Demo Product Select user group Select user v Inherit Value Inherit Value Inherit Value Busy timeout El 5 Mo answer timeout 7 5 Wrap up timeout email a 10 Wrap up timeout phone E 10 Save Changes There are 4 different timeouts to configure P Busy timeout Agent status will change to Busy for X seconds when a call is allocated to him her and Connect receives a busy signal or when an agent clicks reject when a written request if being offered to him social media email SMS before the status is set back to Ready Busy is also used when the agent s phone email is blocked due to ongoing chat s How long the agent s status will be Busy is configured by you in Busy timeout the value is in seconds Please note that Connect actually has to get a busy signal from the telephone for the agent to get the status Busy If the agent is using multi line telephone Connect will not receive a Busy signal from the telephone unless all the lines on the agent s telephone are April 2014 Connect Control User guide for administrators Page 26 Good communication is rewarding N te QCO Y e busy If Connect does not receive a busy signal the agent s status will not change to Busy but to No answer No answer timeout Agent status will change to No answer when a request is sent to him her and he she does not do anything Phone rings out he she does not click accepts r
53. gged on All agents that are logged on and can answer requests from the queue including agents that are in a pause Agents in Pause Agents that are in Pause P Agent Clicking on the Agent link a new window will open giving out more information about agents that are logged onto that queue In 3 columns you will see hyperlinks which lead you to new windows that give you more detailed information By clicking on the number in the Total in queue column Queue detail opens t Agents Logged on column Agent status window will open F Agents in the Agent column the Agent details open April 2014 Connect Control User guide for administrators Page 9 p Intelecom Good communication is rewarding 5 1 1 KPI alarm warnings in Queue Overview When a KPI alarm Key Performance Indicator alarm is triggered a warning signal will appear in the Queue Overview and the whole row will turn yellow If you click on the warning signal anew window will pop up containing a detailed alarm message Queue Overview ae Filter Queue Name Total in Queue Callback Preferred SLA Score Max waittime Avg waittime Agents Logged on Agents in Pause Agent fd 03 15 11 Td 03 15 11 0 0 Agent Twitter 1 0 Phone Sales A 5 1 2 Queue Details Queue details shows details for ongoing requests in the selected queue one row per request Queue overview User groups Ticker services Ticker queues Ticker user groups Wallboard Home Page Real
54. guide for administrators Page 43 Here you can select which recipients will receive this alarm In the example below you can choose Select Alarm Recipients 7 between 3 recipients but we have decided only 1 person will actually receive it by ticking the Enabled box Recipients Interval min Enabled Andreas Wallin SMS 30 Ee In the nterval column you can decide how many minutes minimum should pass before this Alarm EMEN D m Sigridur Gunnarsdottir 5 Y message is sent to the recipient again Time period for your alarm Clicking on the hyperlink in the Time column opens up a new window Alarms 7 Alarm Name Queue Name Threshold Recipients Time Alarm Time Agents logged on Sales T 1 1 Varies Waiting Time support Y 1 2 08 00 16 00 From To Monday Friday 08 00 20 qP Add alarm save changes Undo changes 1 j Specify days 7 Monday 08 00 20 Here you can select during which time period your alarm should be Tuesday 08 00 20 active Defining times for your alarms is mostly used in cases where Wednesday 08 00 20 thresholds values are less than lt something Thursday 08 00 20 For example an alarm that is triggered when there are less than X lt agents logged on this criteria will almost always be broken Friday 08 00 20 outside of opening hours and you will receive Alarm message d Saturday 08 00 20 Sunday 08 00 20 Save April 2014 Connect Control Us
55. h lower skill level are ready Defining SLA Overflow is useful when agents are answering more than one queue and you would prefer a customer to wait a bit longer to be answered by a better qualified agent Using the SLA overflow functionality may result in a less effective distribution of requests You may experience situations where customers wait a long time for a higher skilled agent when a less skilled agent is ready but end up with a lesser skilled agent anyways since the better qualified agent does not become ready within the defined period If you want to define SLA Overflow we advise you to consult with Intelecom first In the Queue SLA settings menu you can define 4 Queue SLA columns Queue SLA Settings 7 System queues SLA Alternative SLA SLA Overflow 1 SLA Overflow 2 Chat Sales UK AQ 0 0 0 Chat Support NO 30 0 200 300 Chat Support UK 40 0 0 0 P SLA The queue s SLA in seconds The lower the value the more important this queue is relative to other queues when requests are prioritized If two queues are equally important they should have the same SLA If SLA is set to 0 means that this queue is less important than queues with SLA gt O SLA 0 can be useful for example for Email queues if you don t want emails to be sent to agents when there are calls waiting in a queue P Alternative SLA Default 0 not in use Define a value gt 0 only if you want the SLA score in the Queue overview to be calculated based on an Altern
56. he current user groups in your solution Home Page Users User Groups User Groups dP Add User Group Administrator Sales Agents bk Support Agents k Support Chat 6 1 1 Add a User Group To add a new group enter the User Group name click on Add User Add User Group o Group b New window will appear asking you to name your user group Once you have created a user group ED you can add profiles to it Enter User Group name and click Add April 2014 Connect Control User guide for administrators Page 18 P d Good communication is rewarding a te QCO mi 6 1 2 Profiles Each user group can have several group profiles Group profiles apply to all users within a user group To see which group profile a user group has click on the arrow next to the user group If you click on See all users in this user group you will see a list of all the agents that are in this user group New group members automatically inherit the group profiles when added to the user group Home Page Users User Groups User Groups P Add User Group Y admin User Group Information A See all users in this user User Group Name admin User Group Profiles Name Skills 9 is highest 1 is lowest 0 is to pick from queue Apply to None Users Default Profile Phone 9 i Ema 9 ff chat ge Sales 9v F support 9 F switchboard 9 v D P Add Profile 3
57. he list of available elements for that filter area Please choose from the following system queues Chat Support Q M For the areas System queues and User groups and group numbers you can define if the filters should affect statistical reports If active on Statistics is not checked users will see all elements in the reports regardless of the filter limitation they have applied on them Y System queues Active Active on Autodialler D Billing CH Support Personal queue Adam Connect save Changes Statistics 6 5 Access control Access control enables you to manage what areas users have access to so they only see the parts of the solution that is relevant to them Resource filters must be applied on users to be in force This is done in the Access Control sub tab in the Assign resource filter window A filter can be applied on all users one or more user groups including all users in the user group s or one or more users in a specific user group Users without filters applied to them have access to all elements in Connect In the example below only the sales user group have the sales resource filter applied The next time a user with a resource filter applied logs on the view will change according to the included elements April 2014 Connect Control User guide for administrators Page 24 i d Good communication is rewarding n te QCO aa Home Page Users Access
58. hoose from several formats P XML P CSV PDF P MHTML P Excel P TIFF Word When you have chosen the format for your report Internet Explorer opens a dialog box at the bottom of the screen where you can choose to open or save the report in the desired format Do you want to open or save Agentld xls from controLintele com Open Save Cancel Follow the instructions in your browser to save the report in the desired location The reports are scaled differently depending on the format you choose In some formats reports with many columns or rows will be spread over two or more pages April 2014 Connect Control User guide for administrators Page 53 e Good communication is rewarding N te CO Y 8 3 Custom reports You can customize the standard reports by clicking on the Customize button When you or someone in your organization has customized and saved a report based on a standard reports it will appear in The Custom reports tab for future use The custom reports have the same functions as any standard report you can define date time time element and service number you want for your report Moreover you can customize your custom report even further by using the Customize button Service Number a 080000 d Yesterday e d Last week e st Last month From Date To Date Group By Time Element no grouping Le 8 3 1 How to customize a report When you click the Customize button a new window w
59. idays b Selfdefined days priority 1 Sorry but you have times that overlap please correct before saving SEENEN Reset Add opening hours If you have access to the Time management tab but have not defined opening hours the calls to your contact center will automatically be routed to Closed mode Below is an example on how to add opening hours Press Add a weekday April 2014 Connect Control User guide for administrators Page 34 w Intelecom Good communication is rewarding Home Page Services Time Time Management Demo English Time management for Time Management Demo English Exit used if nothing else is specified Test the time module Closed J Choose date and time to simulate the time module 16 06 2013 15 13 Save changes Reset Y Common openinghours priority 3 Full day From time To time Exit Delete Days A new window will appear where you can define hours for the week weekend or just one day You then choose if want the service to be open or closed during this period When you have made your choice press the Add button In the example below we have defined that on Monday through Friday between 08 00 and 16 00 calls will enter the contact center outside of that time period calls will be routed to the Closed mode Add a weekday w Day From time To time Exit Weekday mon fri w If you wish to have extended opening hours on Thursdays you can
60. ill appear Log on off for agents ID o Column Row Filter Agent Row Filter Usergroup Default Parameters Here you can choose to filter the rows and columns that should be included in the report The content in this window will vary depending report chosen If you have a Resource Filter applied to you some elements may not be available to you If you have access to edit a report that contains elements that you don t have access to because of Resource Filter you cannot delete these elements You will see a padlock symbol next to the element 8 3 2 Customizing columns In the column tab you will always start with a set of default elements You can remove these elements by pressing the garbage bin and you can add them by pressing the sign When adding a new element a new window will appear with the elements available for this report that have not yet been chosen April 2014 Connect Control User guide for administrators Page 54 wd Good communication is rewarding a te QCO Y Total overview o Y Column Answer rate E Answeredcalls fj Avg duration unan Add Column e Avg waiting time answered D Max speaking time Please choose from the following columns Row Filter Access point Unanswered calls duration less than 10 sec Default Parameters 8 3 3 Customizing Row Filters To add elements to the Row Filters press the sign a new window will appear with the elements available for this report
61. l 2014 Connect Control User guide for administrators will appear Page 29 Good communication is rewarding N te SEOTI Insert text 20 Ei Wl WI Max parallell chat sessions 8 maximum EI 3 MI 3 NM 3 Pumber of Tron before a chattab should blink when new chat Fl is A Jun EF 45 messages is not read Number of seconds before a chattab should give alarm when there is Ir Ir no activity H 5 I n0 EI 15 Max parallel chat sessions Here you can configure how many chat conversations the agent should be able to respond to simultaneously The maximum number is 8 simultaneous chats per agent Number of seconds before a chat tab should blink when new chat messages is not read If an agent is responding to various chats at the same time he she will have several chats tabs open Every time a chatter in a non active tab sends a new a message the agent will see a chat bubble on top of the chat tab You can configure the solution so that the chat tab will start blinking if the agent has not read the message within X seconds Number of seconds before a chat tab should give alarm when there is no activity If the chatter has not written anything for X seconds you can configure Connect so that the agent will be notified with a 7 on the chatters chat header The values are in seconds April 2014 Connect Control User guide for administrators Page 30 i d Good communication is rewarding N Le QCO aa 7 Services
62. lick on the corresponding garbage bin symbol Choices available to agents Lunch H Administration H Meeting H Coffee H E Save Changes EH Undo changes 6 4 Resource filters Resource filters is part of the Access Control feature that allows you to restrict certain users or user groups view and access To do so create a filter define its content and apply the filter on Connect users in Access Control A user can be applied with more than one filter at the same time Several filters can be created based on the different limitations needed and each filer can be a named based on their usage For example filters can be named based on the user s geography department or function Home Page Users s Resource Filters Resource Filters Name EditDelete Support A SE dh a Invoice e UI P Add Filter Ee The available filter areas are shown when clicking on the filters name April 2014 Connect Control User guide for administrators Page 23 Z Good communication is rewarding a te QCO aa Filter settings Support Expand all bk Queues displayed in Connect Active bk System queues Active bk User groups and group numbers Active Statistics reports To add elements to your filter Add system queues ay you press the button is A new window will appear with a list of available elements to add to the filter Once an element it added from the list it is automatically Chat e T removed from t
63. mbers you can look for a chatter based on the name he she filled out on your organizations website F Search criteria wm Yesterday I a Last week Basic Advanced Time period Chatter s Name ld 17 03 2014 00 00 to 23 03 2014 24 00 Access Points Queues Agents 9 1 2 Advanced parameters 9 1 2 1 All calls Recorded calls The advanced parameter tab gives you more options to define your search further You can search based on Speak time Recording time Country Tags etc Calls that are not recorded do of course not have any Recording time Search F Search criteria 4 Yesterday 4 Week 11 D TE Type Time period Caller s Number All Calls Y 10 03 2014 00 00 to 16 03 2014 24 00 Access Points Queues Agents Speak Time seconds Recording time seconds Wait Time seconds 0 to 999999 0 to 999999 0 to 999999 Service Numbers Country Tags Search 9 1 2 2 Chats Advanced parameters are a slightly different when chat is concerned Chats are considered to be recorded and therefore can be looked for based on Recording time Recording time refers to the total duration of the chat meaning Wait time Speak time Speak time is the duration of the chat conversation with the agent thus the moment the chatter was connected to an agent while Wait time is the time the chatter waited in the queue April 2014 Connect Control User guide for administrators Page 60 e
64. me Ticker Queues Ticker Queues Filter Queue Total offered Y Total answered Answer rate Answer rate within SLA Chat Sales 4 3 75 Phone Switchboard 1 0 096 096 Phone Sales 1 1 10096 April 2014 Connect Control User guide for administrators Page 13 Z Intelecom Good communication is rewarding 5 5 Ticker User Groups Ticker User Groups shows in real time information about different user groups and agents The information shown is Total Offered The number of offered requests offered to the agents per queue Total Answered The number of requests answered by the agents per queue Answer Rate Total answered 100 Total offered wm Time Logged in Total time logged on including when in Pause wm Time Pause Total time on Pause If pause reasons are defined they would appear here as r well Home Fage Real time Ticker User Groups User Groups Filter Name Total Offered Total Answered Answer Rate Time Logged In Time In Pause Administrator 2 2 100 6 56 0 00 All agents 2 2 100 average 1 23 average 0 00 You can toggle between day and week view Day view shows values so far this day starting midnight while week view shows values so far this week starting midnight between Sunday and Monday By clicking on the hyperlink in User group a new window will appear showing you information about the agents in the chosen user group Home Page Real time Ticker User Gr
65. on and this is where you can see the graphical flow of the call i e how long the caller was on hold agent s he she spoke to speak time etc If the bar in the graphical chart is broken the caller has spend more than 5 minutes in that activity waiting in queue in conversation The reason for this so the whole graphical flow can be seen on the same page In the example below you can the caller has had a conversation that lasted more than 5 minutes and to demonstrate that we have broken the conversation bar April 2014 Connect Control User guide for administrators Page 61 w Good communication is rewarding N te SCOTI General Information Recording Menu infa welcame 0 04 Queue Switchboard 0 43 Conversation Lor E Wallin Menu EE Main menu 0 17 Start 03 12 2013 14 28 58 Finish 03 12 2013 14 56 18 Total speak time 25 12 Comments Late delivery In the Tag field you are able to tag the recording to find it more easily later on e g complaint In the Comment section you can add comments to the tag e g complained about late delivery The next time you would like to find this call recording or other calls you have tagged complaint you simply write the word complaint in the Tag search field in the Advanced parameter tab Search F Search criteria bw Yesterday a Last week aer Advanced Type Time period Caller s Number Access Points Queues Agents Speak Time se
66. ontrol a Wallboard user group can be created containing one or more wallboard users one user for each place you need a wallboard This way you can have all wallboard users in one user group with the same limited access level to Connect Control only enabling the wallboard feature Home Page Users Users qP Create new user Users LO Create new group number Show Wallboard D Filter er tabli Sort by Mili qn NTTT Name User number User group Username Wallboard Invoice 9001 Wallboard D Wallboard Invoice Wallboard Sales 9002 Wallboard Wallboard Sales 3003 Wallbaard Le Wallboard Support Team 3004 Wallboard Wallboard Support Team Users with sufficient rights can deploy settings on behalf of other Control users e g wallboard users called Act as user This feature has to be assigned to a supervisor supervisor Choose which user to act as to manage wallboard settings for other users To see activate the wallboard in the full screen mode just click on the Full screen button April 2014 Connect Control User guide for administrators Page 15 Intelecom Good communication is rewarding Total Longest i Wait Average Answer Callbacks Preferred SLA Wait In Total Rate in Queue Calls Score Time Pause Answered Total Ready Offered Logged e on Sales D 0 00 D 0 1 100 Support 0 0 00 Switchboard D 0 00 Chat sales D 0 00 Chat support 0 0 00 1 0 0 0 1 0 00
67. or send it by email you can do this by checking the select box next to the recording and then at the bottom of the page you can choose what action you would like to take i e download or email the recording bk 10012014 15 19 Recording 8151156598 0 13 38214821 0 28 Andreas Wallin p Select Action EN Select Action Download Email April 2014 Connect Control User guide for administrators Page 63 v Good communication is rewarding N te SCOTI 9 3 Search Results Chats Once you hit the search button a list of chats that fulfil the defined parameters will appear Search criteria he q Last week lasic Advanced Type Time period Chatter s Name ld Chat v 03 04 2014 00 00 Access Points Queues Agents E E E T SW Speak Time seconds Recording time seconds Wait Time seconds Service Numbers Country B 5 Search completed 2 records found Start Access Point Duration Chatter s Name ld Wait Time Agent s Selec m 03042014 08 50 Chat 100089 q chat sales 3 58 Sigga 0 12 Signidur Gunnarsdottir z b 03 04 2014 09 45 Chat 10009 q chat sales 12 29 Jason 3 07 Sigridur Gunnarsdottir m 9 3 1 General Information Chat In the General information tab you will find time spent in queue and chat time with agent s As with calls if the bar is broken it means that the activity has lasted more than 5 minutes You can moreover tag the chat so it s easier to find later on General Information Chat Queue Chat Sal
68. oups admin Agents in Administrator Filter Li Li Li Li Li Name Total Offered A Total Answered Answer Rate Time Logged On Time in Pause 2 2 10056 3 49 0 00 Clicking on the agents name opens up yet another window leading you to Ticker agent It Shows how many requests the chosen agent has received and answered per queue April 2014 Connect Control User guide for administrators Page 14 Z Good communication is rewarding a te QCO mi Queue overview User groups Ticker services Ticker queues Ticker user groups Wallboard Home Page Real time Ticker user groups Administrator Sigridur Gunnarsdottir Details for Sigridur Gunnarsdottir e Agent Total time logged on Total time paused Pause details Sigridur Gunnarsdottir 1 31 44 53 1 6 Administration 53 16 Queue Total offered Total answered Answer rate Chat Sales 2 2 10096 Chat Support 0 0 You can toggle between day and week view Day view shows values so far this day starting midnight while week view shows values so far this week starting midnight between Sunday and Monday Clicking on the next arrow next to the agents name enables you to choose another agent 5 6 Wallboard Wallboards are used to show queue information on a big screen so that everyone in a room can have a clear overview It is possible to have multiple wallboards all containing different information To limit access to other information in Connect C
69. pening hours than normal Press Add a selfdefined day a new window will appear where you can set a description time and date Y Saldefined days priority 1 Days Full dary Frenn Dares Ti tir Exil Det Seminar January 150 1 January 2013 Ke D OI ARA kaad w B Hass Ely 11 Age 2011 za Bu Du 1359 lke se D db Add a sefdaefined day Special days have priority 1 thus these settings have priority over other configurations made in the Holiday or Opening hour tab April 2014 Connect Control User guide for administrators Page 36 i d Good communication is rewarding a te QCO aa 7 2 IVR Audio IVR Audio enables you to record and manage your sound files messages If requested Intelecom can configure the service so only certain audio files can be changed from Connect Control Home Page Services IVR Audio IVR Audio P Sound Files in Use Sound File Library Sound File Category 7 2 1 Sound files in use Contains sound files that are currently being used in different places in your solution You can change them easily by first choosing the category and then the desired audio file within that category To Save and activate press Save changes IVR Audio Y Sound Files in Use Module within the solution Sound File Category Assigned Sound File Main Menu All Main Menu wav v Queue sales All v Queue Intro wav v Queue support All v Queue Intro wav v 7 2 2 Sound file library The Soun
70. re threshold values that are valid for the defined time period with actual values in Connect and if there is discrepancy between them an alarm goes off When an alarm is triggered P It can be seen in the Queue Overview in Connect Control k An alarm is sent by SMS E mail Phone to selected recipients 7 5 1 Types of thresholds There are two types of thresholds Real time values Total in Totalin Queue Total Total requests in queue in queue LLL score Kili P ed queues SLA score is equal to the SLA score of the Ke request that has waited relatively longest in the queue Hold time maximum Waiting time of the request that has waited the longest 600 sec in the queue Agents logged on Total agents excluding the ones on pause The first 3 values are different criteria for how long the queue is These thresholds are used to compare real time status of the queues in Connect with the defined thresholds Historical values Average Speak time Average Speak time for calls that ended in the last 15 240 sec minutes is used as basis for calculation Values are calculated every minute and compared with the defined threshold value threshold value Calls offered The number of calls that arrived in the queue in the last 100 15 minutes regardless of how many is still in the queue that is used as basis The value is calculated every minute and compared with a defined threshold value Average wrap up
71. rs April 2014 Connect Control User guide for administrators Page 32 wd Good communication is rewarding N Le QCO aa These three levels have different priorities A custom day takes precedence over a holiday and a holiday takes precedence over normal opening hours You must cover the entire day or period when defining a time if you do not want that the level below should apply Example Christmas Eve falls on Sunday and the solution is defined to be closed on Sundays according to the Normal business hours thus the service is then closed on Christmas Eve If a rule is added in the Holiday tab that the service is open on Christmas Eve this overrides the current setting in Normal business hours and thus the service is open on Christmas Eve However since Custom days have the highest priority and the 24 December is defined as closed under Custom day tab the service will be closed on Christmas Eve Priority 3 D ec eh Sunday Closed Christmas Eve Open December 24th Closed Testing the service You can use the Test now to see how your calls are being routed Just put in a desired date and time default is current time and press Test now The module that will be used on the given time will be highlighted in blue Homa Page Services Time Time Management Demo English Time management for Time Management Demo English Exit used if nothing alsa la specified Test the time module On given time
72. that have not yet been chosen If no elements are chosen all available elements will be shown in the report Once an element is added to the filter only elements that have been added will be shown in the report You can remove elements by pressing the Garbage bin Only queues with registered traffic in Intelecom s database will be included in the Row Filter Total overview 7 X Column Row Filter Access point EL g reem Add Row Filter Access point wv intelacom DEMO kosning Please choose from the following access points Default Parameters 70807790 Innlesning brutal Customize Default Parameters Default parameters allow you define certain elements so you don t have to define them every time you open the report Among default parameters you can define for your reports are P Service number P Date time and time elements April 2014 Connect Control User guide for administrators Page 55 Good communication is rewarding NF Intelecom You can also decide if these parameters should be visible for the users of the report or not through the Appearance column Details pr queue Column Row Filter Queue Y Default Parameters Default Parameters aOn Off Appearance Editable T Edtabie T dtabie T Parameter Value Sarees Number B1ETIEET T From Dale z Last week gt T Monday D 08 00 To Date x Last week T Friday 7 18 00 Leg ime range 41 08 00 16 00 Advanced peang Groep Be Time
73. time modules detail From this window you can add edit or delete time periods April 2014 Connect Control User guide for administrators Page 31 w Good communication is rewarding N te SCOTI Home Page Services Time Time Management Demo English Time management for Time Management Demo English Exit used if nothing else is specified Test the time module Closed E Choose date and time to simulate the time module 16 06 2013 14 51 ome Common openinghours priority 3 Days Full day From time To time Exit Delete Weekday mon fri O 08 00 Weekend sat sun vi 00 00 23 59 F Add a weekday Holidays priority 2 Days Full day From time To time Exit Delete Add a holiday Add national holidays Y Selfdefined days priority 1 Days Full day From time To time Exit Delete Add a selfdefined day ote The value in the To time field should always be set one minute before the desired ending time This is because it covers a whole minute thus a period that is set to end at 15 59 will in reality end at 16 00 If the time would be set at 16 00 it would end at 16 01 For the changes to take effect you must click the Save Changes button If you want to cancel the changes made and return to the settings as they were before the changes were made press the Reset button 7 1 1 The Precedence System Time routing is based on three levels P Custom Day Holidays P Normal opening hou
74. trol P Create New User U se rs t Create Mew Group Number Show All Users Filter Sort by MLE LEUG Last Name Name User Number User Group Username s iin Andreas Wallin 1 admin Y anwa Il DH 7 D D Atiyeh Serivand admin 7 atiyeh ii h Name If the user s first name and surname is entered it will show in this field Otherwise the user s user name will show P User number Is also called NumericlID Agents can have a user number associated to them The user number must be unique e g Employee number or internal phone number If a user number has been assigned an agent needs to know this number if he wants to log on to Connect via telephone P User Group What user group the agent belongs to P Username The user name is what the agent is using to log on to the Connect system either as an agent in the Connect client or as an administrator in Connect Control Delete Click on the Garbage can icon to delete the selected user You can easily move a user to another user group In statistical reports a user will belong to the new user group immediately However the user will now be shown like he has always belonged to this new user group Thus a report that contains information from a period before the user was moved to this new user group will include data for this user even when he belonged to the old user group April 2014 Connect Control User guide for administrators Page 20 Good
75. ue sums up the activity that is happening across all of these system queues in both the Queue overview and in tickers 7 7 2 Queue SLA Settings Here you can define SLA s Service Level Agreements for different queues in Connect SLA s are used to prioritize between requests waiting in different queues SLA s can be regarded as service goals per queue e g emails to support shall be answered within 5 hours while telephone calls to sales shall be answered within 30 seconds A request that waits in a queue has at any given point in time a SLA score Sra The request s actual wait time in queue 100 m ida The queue s predefined SLA ponto VIP points are only relevant for services with VIP features giving certain callers priority Example P 120 seconds waiting time in a Queue with SLA 60 seconds gives SLA score 200 P 30 seconds waiting time in a Queue with SLA 60 seconds gives SLA score 50 The request with the highest SLA score is sent to the first agent that can answer a request from the queue Requests with a reserved preferred agent are given special treatment The Queue s SLA score in Queue overview is the request with the highest SLA score in each queue April 2014 Connect Control User guide for administrators Page 49 y Good communication is rewarding Ti Le QCO Y 7 7 2 1 SLA Overflow By defining SLA Overflow some requests will be waiting longer in queue for a higher skilled agent even if agents wit

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