ACD CUSTOMER TRAINING. Supervisor USER GUIDE

Transcription

1 ACD CUSTOMER TRAINING Supervisor USER GUIDE

2 1 Account Initialization: In order to get your Username & Password for logging into the ACD platform, you MUST do the following: 1. Press the ACD button then dial *password (* ) on your phone 2. The ACD line will be busied out. 1. The system states your password has been changed, thank you and disconnects. 2. Within five minutes, the system will call the user back and will provide an automated response with the user passcode to get into the web portal. 1. When the system calls the phone back, you MUST write down the caller ID displayed. This will be the user name that you enter when accessing the ACD portal on the internet. 2. The system will provide a 10 digit number that will be used on initial login. It will continue to read this out to the user until the call is disconnected by the user. 3. Once logged in, the user can reset the password to something that is more logical to them. 2 Login 1. Use your Internet browser to obtain a connection to the Internet. 2. In the URL address line enter: 1. To save this address in your Favorites; click on Favorites then Save As. (Select a recognizable name such as Company name ACD login). 1. Once the box above appears; enter your Login and Password (As per instructions above) then click the Login button.

3 3 Logout 1. To logout of the queue: Use drop down arrow and select Logout 4 Ready/Busy Status 1. As a Supervisor, you are still considered an Agent in the ACD Queue. This displays if YOU are ready or busy to accept the next routed call. 5 Search Calls 1. Clicking here gives the Supervisor the ability to search for queue calls. 1. Fill out appropriate search criteria then click Search.

4 Search Results displayed 6 Download Reports: 1. Clicking here gives the Supervisor the ability to instantly download reports in a Comma Separated Variable (CSV) format. 2. Fill out appropriate information and click Get Report. 7 Download Reports: 1. Clicking here gives the Supervisor the ability to choose which queues to monitor (if more than one exists). 8 Monitoring Live Queue Calls: 1. When monitoring live queue calls, displayed will be all current calls that are ringing the queue or have been answered by an agent. 2. Approximately every five seconds, the screen will flash or update with the most current information displaying. 9 Monitor an Agent: 1. Click on the call you wish to monitor. 2. Click the monitor button. 3. Your phone (Supervisors) will ring. 4. When you answer the phone, you will be monitoring the call you selected.

5 10 Whisper to Agent: 1. Click on the call you wish to whisper to the agent. 2. Click the whisper button. 3. Your phone (Supervisors) will ring. 4. When you answer the phone, you will have the ability to talk to the agent, but the customer can t hear you. NOTE: The customer can t hear the Supervisor, but if the agent answers you back, the customer can hear that side of the conversation. 11 Call History: 1. Click on the call you wish to display the history. 2. Click on History. 1. Displayed will be the routing history path the call has followed until answered. 12 My Agents Section Monitor Agents: 1. Ability to view all the agents in the queue or select individual agents to be displayed.

6 13 Monitor Queues: 1. Ability to view all the queues or select individual queue(s) to be displayed. 1. Click on Monitor more Agents button 2. Select the agents you wish to monitor. 3. Click Add & Close. 14 Make an Agent Busy: 1. Select the agent you wish to set to busy. 2. Click the Make Busy button. 3. The agent has been forced to busy status remotly by the Supervisor.

7 15 Make an Agent Ready: 1. Select the agent you wish to set to available for the next call. 2. Click the Make Ready button. 3. The agent has been forced to ready status remotly by the Supervisor. 16 Edit Agent Information: 1. Select the agent you wish to edit.. 2. Click the Edit button. 3. Gives the Supervisor the ability to edit the agents information including resetting the login password and setting the agent priority (high, medium or low) when calls are routed in the queue. 17 Busy/Ready Log: 1. Select the agent you wish to see ready/busy history on. 2. Click the Busy/Ready button. 3. Displayed will be a history when the agent was set to busy and ready for the period selected by the Supervisor.

8 18 Monitoring Agent: 1. This will display pertinant information on the monitored agents. 2. It will display the agents name, ACD phone number, last call, phone status, web status, ready/busy status, calls received today and calls missed today. NOTE: The phone status will always display Phone Error until the agent has received their first routed inbound call from the queue. Once the call has been answered, this will cahange to idol. Customer Care If you have questions you can reach us at EL.CARE.1 ( ) Visit our Customer Resource Center online: