Hosted Voice Product Training Automatic Call Distributor (ACD)

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

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

3 Resource Center 4

4 Receiving Your Login Password In order to get your initial password for logging into the ACD platform, you MUST follow the following : 1. Press the ACD button then dial *password (* ) on your phone. 2. The ACD line is busied out. 3. The system states your password has been changed, thank you and disconnects. 4. Within five minutes, the system calls the you back and provides an automated response with the user web portal passcode. 5. When the system calls the phone back, you MUST write down the caller ID displayed. This will be the username that you enter when accessing the ACD portal on the internet. 6. The system provides a 10 digit number that is used on the initial login. 7. Once logged in, the user can reset the password and personalize it. 8. After the password reset is complete, an is sent to the supervisor(s) alerting them that the agent has reset their password. 5

5 Login to ACD Portal Open up a web browser Go to: Username & Password: Your Username and Password will be provided during the Account Initialization process described in the previous slide. NOTE: EarthLink Support does not have access to login information. 6

6 Main Screen Ready / Busy Determines if YOU are ready or busy to accept the next routed call. Agents Name Displays the name of the person who is logged into the system. Click the drop down to logout or change the password. Location Displays the location in which you are assigned to. 7

7 Search Calls Search Calls Gives the Supervisor the ability to search for queue calls. 8

8 Search Calls Filter Start & End Date Date range to search Unique ID EarthLink Tracking ID ANI Phone number of caller Abandoned Was the call abandoned? Call Type What was the call type? Recorded DID call, Outbound or Queue Call Agent Name Agents Name Queue Name Name of Queue 9

9 Search Calls - Results Call ID Unique EarthLink ID Unique ID Unique EarthLink ID Recording Link to listen to a recorded call Status Status of call (Completed / Abandoned) Call Date Date of Call Agent Answer Time Time agent answered call Release Time Time call terminated Release Side Who ended the call Abandoned Was the call abandoned? Hold Time How long was the customer holding? Talk Time Length of call with agent Location ID for location Destination Outbound calling # or Queue Number Transferred Number if call was transferred ANI Phone number of Caller Agent Name Agents Name Queue Name Name of queue 10

10 Download Reports Download Reports Gives the Supervisor the ability to run reports instantly 11

11 Download Reports Fields Type of Report Choose which report you want to download. Location Choose which location you want to download the report for. (If multiple locations apply.) Start Date Enter a start date. End Date Enter an end date. Get Report Runs report for selected data. 12

12 Queue Report 13

13 Agent Report 14

14 Queues Queues Gives the Supervisor the ability to edit the queues they wish to monitor. 15

15 Edit Queues to Monitor If you have multiple queues, you will be able to choose which you wish to monitor. 16

16 Queue Calls Call ID Unique EarthLink identifier Status Status of call (Ringing / Answered) Call Date Date of Call Agent Answer Time Time agent answered call Hold Time Length of call holding (in seconds) Talk Time Time agent has been talking (in seconds) ANI Calling parties number DNIS Queue Number Agent Name Name of Agent Queue Name Name of Queue 17

17 Monitor Button Click on the call you wish to Monitor Click the Monitor button The supervisor s phone will ring When the supervisor answers the phone, they will be able to listen to the agent/customer call 18

18 Whisper Button Click on the call you wish to Whisper. Click the Whisper button. The supervisor s phone will ring. When the supervisor answers the phone, they will be able to talk to the agent. REMEMBER: The customer will NOT be able to hear the supervisor speaking, but if the agent answers back, the customer WILL be able to hear that side of the conversation. 19

19 Call History Select a call and then click History. The routing history path the call has followed until answered is displayed. 20

20 My Agents Agent Name Name of Agent Extension Agents ACD number Last Call Date of last call Phone Status Will display Phone Error until agent has answered their 1 st queue call Web Status Is the agent logged into the ACD website Paused Status for calls (Ready or Busy) Calls Today Number of calls today Missed Today Number of calls missed today 21

21 My Agents Monitored / All Agents Ability to view all the agents within the queue. Select only the agents you wish to monitor. 22

22 My Agents All Queues Ability to view all queues. Select only the queue you wish to monitor. 23

23 My Agents Monitor More Agents Ability to choose only the agents you wish to monitor. 24

24 Adding Agents to Monitor Click on the agent(s) you wish to add to the monitor section. Click on the Add & Close button to apply. 25

25 My Agents Make Busy Select an agent you want to make their status Busy. Click on the Make Busy button. 26

26 My Agents Make Ready Select an agent you want to make their status Ready. Click on the Make Ready button. 27

27 My Agents Edit Select an agent you want to edit. Click on the Edit button. 28

28 My Agents Agent Details Ability to change the address for the selected agent. 29

29 My Agents Queue Assignment Ability to change the priority level for the selected agent. 30

30 My Agents Remove from Monitored Select an agent you want to remove. Click on the Remove from Monitored button. 31

31 My Agents Busy/Ready Log Select an agent you want to run the report for. Click on the Busy/Ready Log button. 32

32 My Agents Busy/Ready Log Input the search criteria for Agent, Status Type, and Date Range. Click on the Search button. 33

33 For any questions or additional help, visit - or - Contact our Customer Care 34

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