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2 Contents No table of contents entries found. Logging In Launch the Mysphere Call Center icon located on your desktop by double clicking it. Your log in screen will appear. (To create an icon on your desktop, click on your Start button, click on All Programs and select Telesphere, Mysphere Call Center, then right click on Mysphere Call Center and click on Copy. Move to your desktop, right click and select Paste. The icon will appear.) Enter your Username and Password. (To launch the application automatically select Remember Me, Remember My Password, Sign Me In Automatically below the Password field.) Click the Sign In button. Supervisor Set Up To confirm you are joined/monitoring agents in queues, from the Toolbar click on Tools and Options.

3 Click on Supervisor to display a list of all Call Centers you are allowed to monitor. Click inside the Password field next to the queue you want to monitor, type , then select the checkbox under the Save Password column. After all queues contain your password, click Apply and the Monitored column sign will turn from red to green. To control whether a warning tone is used or not when barging in on a monitored agents call, select the appropriate radio button and click Apply to save. Please note: If this feature is grayed out and you are unable to select an option, please call Monitoring Queues To view and manage agents/queues, click on the Monitoring Tab. 3

4 Team Panel All agents assigned to supervisor from Monitoring. Call Time: length of time in a particular call state. ACD Time: length of time in a particular ACD state. Caller ID: displays number or extension of the agent s call. Call State ACD State On Hook Ringing Off Hook Signed Out Available Unavailable Wrap Up Signed in, Not Joined Call Center Panel Name and number of all call center queues. Envelope icon when there is a voice mail for a particular queue. Calls in queue/total queue depth. 4

5 List of all calls in queue per call center. (When calls are queued, a magnifying glass appears next to that particular queue.) Position of call in queue. Caller Name (if available) and number. Length of time each call has been in queue. To view calls in a specific queue, click on the magnifying glass to the left of the queue name and below that queue a box will appear with call information. To retrieve a call to your extension, click on the call to highlight, then click the Retrieve Button. The call will appear on your extension. To transfer a call between queues while on the monitoring page, click the magnifying glass to expose the call information, then click on a call in a queue to highlight. Click the Queue Transfer button and select the queue you want to transfer the call to. The call information will then appear under that queue. To reorder a list of calls in a queue, while the call information is displayed, highlight a call, then click on the Reorder Button. Click on the Send to Back option. The highlighted call will then appear at the bottom of the list of calls in that queue. Supervisor Access in Broadsoft To configure agents to be supervised, log onto From Options click on Client Applications Under Advanced, click on Broadworks Supervisor. A list of call centers is displayed. 5

6 Click on the name of the call center. A list of supervised agents is displayed. To add an agent, from the Available Agents list, click on the agent s name, then the Add button. The agent s name will appear under the Assigned Agents list. To remove an agent, from the Assigned Agents list, click on the agent s name, then the Remove button. The agent s name will be removed from the Assigned Agent s list and appear in the Available Agent s list. Available Agents are all call center agents currently not supervised. Click the Ok button to save changes. Directed Call Pick Up with Barge In To barge in on an active call, from any phone dial *33, you will hear a stutter dial tone. Dial the extension of where the call is taking place then the # key. The call will appear on your phone. Barge in is successful when there s only one call active. When a user barges in on an answered call, the call becomes a three-way call and the user who barged in becomes the controller of the three-way call. A warning tone can be configured that warns users on a call that a supervisor is barging in on that call. A user with admin access can configure in Broadsoft. To 6

7 Dashboard configure this feature or to request admin access, call Customer Care directly at 888-Mysphere. To display the Dashboard, from the Toolbar, click on View and select the checkbox. The Dashboard tab will appear and the screen will display the Dashboard. Exposes Key Performance Indicators (KPI) and other vital statistics in a high level summary. Real Time KPI for each call center the supervisor manages. Service Level will display calls answered within a pre-determined time. Two Components 1. Queue Component o Queued calls total current calls waiting in queue. o Queue depth total number remaining of calls that can be queued o Abandoned calls deserted calls while in queue or ringing for an agent. 2. Agent Component o Various agent states Available, Unavailable, Wrap Up, Current ACD Calls 7

8 Call Center Reporting To display reports, from the Toolbar, click on View and Reports. Click on the name of the report. The titled report tab will appear and the criteria section of the report will appear. 4 reports: Agent Activity Historical and Real Time o Agent States - Available, Unavailable, Wrap-Up, Talk, Hold, Idle, Staffed. o Calls Made/Received - ACD, Inbound, Outbound. Agent Utilization Historical Only o Average Agent States - ACD Time, Wrap-Up, Hold, Sign-In, Talk, Handle. o Average Time Made/Received Calls - ACD, Inbound, and Outbound Time. Queue Performance Historical and Real Time o Average Queue Times - Wait, Speed Answer, Abandonment Time. o % of How Calls were Treated - Answered, Queued, Abandoned, Overflowed, Within Service Level. Service Level Report Historical o % of How Calls were handled within different configurable Service Levels. o Average Speed to Answer and Average Wait Time as previously defined. Agent Activity Report To display report results, select the criteria and click the Submit button. Select the Report Type. Select the Hour Type. Select the Start / End Date and Times. Select the Interval. Select the Agent. Click the Submit button. Click the Reset button to display the default settings. To hide/display the criteria section, click the Up/Down button in the upper right hand corner. 8

9 The criteria entered are displayed above. Data is first displayed in pie charts and bar graphs, then in columns. Agent Call States Available - The time during the collection interval in which the agent was in the Available state. Unavailable - during the collection interval, the agent was in the Unavailable state. Wrap-Up - during the collection interval, the agent was in the Wrap-Up state. Idle - during the collection interval, the agent was idle while in the Available state. The agent is considered idle if the agent is not on an ACD call while in the Available state. Total Available Time Total ACD Time Talk - during the collection interval, the agent was in the On Call state. Hold - during the collection interval, the agent was in the Hold state. Staffed - during the collection interval, the agent did not spend time in the Signedout state. ACD - calls that were queued to the agent and answered by an agent during the defined interval. Inbound - Direct extension calls received by agent. This does not include ACD calls. 9

10 Outbound - calls made by an agent to other agents, supervisor, and outside callers. This could include transferred calls, conference calls, and escalated calls. Agent Utilization Report To display report results, select the criteria and click the Submit button. Select the Report Type. Select the Hour Type. Select the Start / End Date and Times. Select the Interval. Select the Agent. Click the Submit button. Click the Reset button to display the default settings. To hide/display the criteria section, click the Up/Down button in the upper right hand corner. The criteria entered are displayed above. The criteria entered are displayed above. Data is first displayed in pie charts and bar graphs, then in columns. 10

11 Call Types ACD Calls - number of ACD calls that were answered by the agent. Inbound Calls - number of inbound calls, excluding ACD calls, that were answered by the agent. Outbound Calls - number of outbound calls made by the agent. Held Calls - number of calls agent put on hold. Average Wrap-Up Time - average duration of the sum of work times of all calls handled by the agent within the report period divided by the number of calls handled within the report period. Average Talk Time - Sum of talk times of all calls handled by the agent within the report period divided by the number of calls handled within the report period. This calculation includes the time each agent spent talking but does not include ring time at an agent telephone. Average Hold Time - average hold time for an agent is the sum of the hold times of all calls handled by the agent within the report period divided by the number of calls handled calls within the report period. Average Handle Time - Sum of the handle times of all the calls handled by the agent within the report period divided by the number of calls handled within the report period. Handle Time = ACD talk time + ACD hold time + ACD wrap up time. Queue Performance Analysis To display report results, select the criteria and click the Submit button. Select the Report Type. Select the Hour Type. Select the Start / End Date and Times. Select the Interval. Select the Agent. 11

12 Click the Submit button. Click the Reset button to display the default settings. To hide/display the criteria section, click the Up/Down button in the upper right hand corner. The criteria entered are displayed above. Results are displayed first in pie charts and bar graphs, then in columns. The criteria entered are displayed above. Data is first displayed in pie charts and bar graphs, then in columns. Queue Statistics Calls Abandoned - deserted calls by caller while in queue or when ringing to the agent. Calls Overflowed - number of calls that exceeded the queue length. Average Wait Time In Queue - average amount of time call is in queue before being routed to agent. Ring time is not included. Average Speed to Answer - average amount of time it takes before the calls are answered by agents. This value includes time waiting in the queue and time ringing 12

13 at the agent telephone. Sum of each completed call s time in queue + time ringing/total number of ACD calls answered. Average Abandonment Time - average time a caller waited in queue before hanging up. Average Staff - average number of agents who were not signed-out of the queue during the reporting interval. % Calls Answered - percentage of total queued calls that were answered during the defined internal. % Calls Abandoned - percentage of total queued calls that were abandoned in queue, while ringing, and transfer to voice mail. % Calls Overflowed - percentage of calls that exceeded the queue length. % Within Service Level - percentage of ACD calls that were answered by an agent within the pre-determined time. This is acceptable service level. Service Level Report A Service Level determines how calls were handled in a specified time interval. To display report results, select the criteria and click the Submit button. Select the Report Type. Select the Hour Type. Select the Start / End Date and Times. Select the Interval. Select the Service Level. (When selecting the Service Level, first click the drop down area and choose the number of service levels. To select the time interval of each service level, click on the pointer and drag it to the right or left. The total time interval of that service level is displayed on the right.) Click the Submit button. Click the Reset button to display the default settings. To hide/display the criteria section, click the Up/Down button in the upper right hand corner. The criteria entered are displayed above. First a bar graph displays each service level, then the data is displayed in columns. Average Speed to Answer and Average Wait Time are displayed as previously defined. 13

14 Printing/Exporting Data To print results of all reports, click the Print button located at the bottom of the columns of data. To export data to an Excel spreadsheet, click the Export button located at the bottom of the columns of data. 14

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