Quvu is a cloud-based contact centre management system with a difference. Harnessing the power of VoIP technology, Quvu provides contact centres with

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1 Quvu is a cloud-based contact centre management system with a difference. Harnessing the power of VoIP technology, Quvu provides contact centres with the tools to examine and analyse their activities and whilst doing so, remarkably improve the way they do business.

2 Contents Goldfish side How to add users/supervisors to Quvu How to change passwords How to upload data and build an outbound campaign Creating inbound queues Call director set-up and use Call recording and downloading Quvu side Logging in and using the Google Chrome short cut Supervisor Console How to set up agent and queue monitoring Where and how to listen into agents (silent monitoring) Call coaching Enabling the pause call recording function Statistics bar Queues: Inbound and Outbound monitoring Modifying the Dialler ring-out time and abandonment rate Analytics Agent Console Logging in and using the Google Chrome short cut Ready, not ready and wrap explained Pausing call recordings Settings tab Assigning yourself to a campaign Dialler campaign Screen pop Adding notes to dialler calls Disposition buttons Call history Softphone set up

3 GOLDFISH SIDE How to add users/supervisors to Quvu All Quvu settings are assigned and/or modified using the Goldfish.ie Control Panel. You must first of all log in to your Goldfish.ie account by going to Goldfish.ie, then clicking My Goldfish at the top right and inputting your log in details. From your Control Panel, scroll to the bottom of the page until you find Call Centre Setup and click it to launch the Call Centre Setup console. You will then be presented with two options: Agents/Supervisors and Your Queues. Adding new Agents and Supervisors First of call, click into the Agents/Supervisors option within the Call Centre Setup console. Once here you can click the Add new user button. Here you will be able to enter the details for a new user. Set Username to anything you wish Set Password to anything you wish bear in mind you will need to inform the user you are setting up what this is in order for them to log in

4 Select the agent's extension for who you are setting up Choose Supervisor if the account you are setting up is going to use the supervisor console, or Agent if the user is just going to have agent level access. Click ok to save your changes.

5 How to change passwords To change your Agent or Supervisor password, you must first of all log in to your Goldfish.ie account by clicking My Goldfish at the top right of the screen and entering your log in details. From your Control Panel, scroll to the bottom of the page until you find Call Centre Setup and click it to launch the Call Centre Setup console. At the next screen, click on Agents / Supervisors to open the User Administration set up. Once the User Administration page opens, simply locate the relevant username and click change. The User settings window will then appear and you can change the password to anything you wish, then click Ok to save.

6 How to upload data and build an outbound campaign To build an Outbound Campaign, within the Call Centre Setup console you must first click the Your Queues option. The Queue Management page will then open. When it does, click the Create a new Queue button at the bottom of the page. You should then be presented with the queue General Settings and below that Outbound Campaign Settings. General Settings Firstly though, we will just focus on the General Settings: In the general settings you will see you have two options: Queue Name and Queue Style. Set Queue Name to anything you wish though we recommend that as you are creating an Outbound Campaign, something easily identifiable such as Outbound Queue would make sense Set Queue Style to Outbound Click Save and Continue to save your changes Outbound Campaign Settings There are three areas in this section: Caller ID to present, Message to play on abandoned calls and Disposition Buttons. Caller ID to Present You must first of all select a Caller ID to present from the drop-down list, as it is an Ofcom requirement for anyone using a Dialler to present a Caller ID to customers so select a number you want your Outbound Queue to be associated with. Message to play on abandoned calls It is an Ofcom requirement that you play a message to callers in the event of an abandoned call. You will be able to choose a relevant sound file from the drop-down menu, but first you must make sure that you have a suitable sound file there to choose from. You have two choices: to record your own message or have one ordered by us using our professional voice artist. To record your own: Log in to your Control Panel and select My audio files

7 Click upload a new file Give your file a name and select Choose file to locate it in your documents After choosing the file, tick the terms and conditions acknowledgement Click Upload and save Bear in mind you will need to have already recorded your message and have it stored in your documents in order to do this. Once you've done that and followed the steps above, the audio file will be available from the drop-down menu in your Outbound Queue Settings. Professionally recorded message To order a professionally recorded message, the steps are not all that different from those explained above. However, please note these carry an additional charge of 3 per word (subject to a minimum charge of 40). Log in to your Control Panel and select My audio files Click Order a professional prompt Select Add a new recording don't worry, this is where you inform us what you want to say, not actually add your own recording Fill in details of your prompt recording script (i.e. what you want the recording artist to say) and give any additional details you feel may be necessary Click Ok and then Checkout in the next window Once you have your professionally recorded prompt, you can upload it to your audio files following the instructions in the previous step and then add it to your message in the Outbound Queue Settings.

8 Disposition Buttons These are buttons that your agents enrolled on a campaign will be able to click to use for recording what the outcome of a call with a customer was, from their Agent Console. This tool allows you to create your own disposition buttons, allowing you to tailor buttons for each Outbound Campaign you create. There are three fields for you to fill in: Code or URL: This may be an abbreviation of a call outcome; for example, if a customer was not interested in any further action you may wish to use NI for not interested. Alternatively you would input a URL to allow your agents to quickly bring up an external website in their web browser for example this could be a web based CRM integration system, diary or calendar; it's a great way for agents to save valuable time on a call. Button text: This is simply the display name you want to give your button. Continuing with the example above, this would simply be Not interested. Action to perform: In this example, you would mark the button action as Mark Call as Complete as no further action is required. However, if you chose the code and button text to be for a call re-queue, you would select Re-queue the Call while if you were creating a wrong number button you would select Mark Call as Wrong Number. Of course if you wanted a URL to open you would select Load a specific URL in a new window. Below is an example of a way in which you could set up your disposition buttons to be used in your Outbound Campaign for agents. Once completed, press Save and Continue to move onto the Upload Data section. Upload data Once you have created your Outbound queue the next step is to upload data to it. This data will be used in screen pops to your agents to provide them with a customer's information when that customer is on a call with an agent, and can provide links to your own CRM system.

9 To do this you must first click Call centre setup from your Control Panel, then click Your Queues. Once you are on the Queue Management page, locate the queue you wish to upload data to and click it. Next click Upload Data. You will then see the following screen: For this you must already have a pre-completed Excel spreadsheet or CSV file to upload customer data. Before advancing here, it may be worth reading the section below entitled How to format data correctly in order to ensure you have set up your customer data in your Excel spreadsheet or CSV file the correct way. After you have read the instructions outlined on the page, including making sure your precompleted document has the required fields in for your customer data, select Choose File and locate the file within your documents and press Open. Then where it says No file chosen should now change to the name of the file you have selected, containing all of your chosen customer data. How to format data correctly When you are setting up your Outbound campaign as explained in the previous instructions, it's important to make sure your customer data is formatted correctly. You will see on the Upload Calls screen demonstrated above, that there are three main fields for

10 you to fill in: Client ID, Salutation and Telephone number(s). Below this you will see a link asking you to Click here to download a sample file that contains all the required fields and a number of optional fields we recommend you click this to download it so you will be able to see how you should lay out, and format correctly, your data. This data is what your agent will see in a screen pop when they're on call with a customer. Below is a breakdown of the purposes of each field and how they're used use the sample file to see how to lay your data out. Client ID: This is a number and is used to create a unique reference record for each customer. Salutation: This is the name of your customer (E.g. Mr Joe Smith) and will help your agent identify who the customer is in the screen pop. Telephone number(s): This is the main number associated with a customer you have the option to add extra numbers in the 'Other' section explained below. URL: This is a click-able link, if applicable, which will take an agent to a web based CRM system containing a customer's information. Other: This may be anything you feel would be appropriate to show in a screen pop to your agent (e.g. an alternative phone number, notes from previous calls, etc.)

11 Creating inbound queues To create an Inbound Queue, within the Call Centre Setup console, you must first click the Your Queues option. The Queue Management page will then open. When it does, click the Create a new Queue button at the bottom of the page. You should then be presented with the queue general settings. In the general settings you will see you have two options: Queue Name and Queue Style. Set the Queue Name to anything you wish though we recommend that as you are creating an Inbound Campaign, something easily identifiable such as Inbound Queue would make sense Set Queue Style to Inbound

12 Call director set-up and use Call Director is commonly known as IVR (Interactive Voice Response) and its purpose is for you to easily be able to route calls to the correct department, in the form of professional and multi-level menus (E.g. For Sales, press 1, For Customer Services, press 2. Audio Files The Call Director is reliant on audio files for your messages and prompts ( For Sales, press 1 ). You can either choose from our standard professional prompts, record your own, or order personalised professional prompts for your menu(s) for which we use a professional voice artist though this will cost extra. Click here for more information. Keep reading for further instructions regarding how to set up audio files or if you plan to just use our standard professional prompts, skip down to Setting up your Call Director Menu to find out how you actually set your Call Director up. We recommend that the message should always be first (E.g. For Sales, For Customer Services, etc.), followed by the press-button event on the dialler (E.g. press 1, press 2, etc.). However, should you wish to configure your IVR so these are the other way round, we address this later in the guide. Log in to your Goldfish.ie account and click My Audio Files from the Control Panel menu Select Upload Audio file Give your message a name this can be anything you wish Tick the I acknowledge and accept the terms & conditions box and hit upload This will then upload the audio file to your account Audio file information Supply the details for your audio file, giving it a name and locating it within your documents by clicking Choose File.

13 Step 1: Setting up your Call Director Menu On the Control Panel main screen, you will need to click on Call Director. Once the Call Director opens you will need to click Add a new menu, after which you should see the following screen: Give your menu a name and to add steps, simply click on Click here to add a new step and this will add a new step. You should have an idea on how many steps you want and then add them right away. Our example below has two steps: As you can see, we have For sales, press one and For technical support, press two selected. You will also see call routing on the right hand side. This is the routing that is followed upon a key press event. So if you were to press one, it would ring extension 1001 for 30 seconds and then go to voic . Step 2: Configuring the Advanced Settings If you'd like to create an audio file which includes Press 1 for sales you need to use the 'Advanced Settings'. On the menu steps, for Prompt to Play, you should select 'Silence' and leave the Selection Number as is shown below:

14 In the advanced settings, for the Selection Number, this is where you select your own prompt. There are two reasons for this. One, it will pick your own recorded message and not one of our messages. Two, it will remove the Press One that we have by default. This is completed as shown below: Congratulations, you've just created your first menu. Now we need to attach this menu to one of your numbers so that when a customer calls you, they will be guided through the menu. Step 3: Adding the menu to your number We need to change the 'Call Routing' for your number. Simply log in to your Goldfish.ie account, click on Your Numbers and then select the number you wish to attach the menu to and then locate the Routing Wizard button and follow the steps below: From the next screen, you now need to select the menu you will have created in the previous steps: Once you have selected your Call Director menu, hit finish and this will update the routing. This will take around 2-3 minutes to update. NOTE: If you have a main number (DDI) and you attach the menu to this number, any phone configured to the number will not work. We recommend keeping a number free and using other numbers or extensions to set up with your phones.

15 Call recording and downloading Call recording can be a very useful service if you have a customer service department or if you just want your calls recorded in general. The below steps will cover the structure of the call recording feature and also how to set it up for all, or selected, numbers. Step 1: Subscribing to the Call Recording service If you have not subscribed to the Call Recording service yet, don t worry this can be completed by clicking on the Call Recording tab on your Control Panel and hitting subscribe. The plans that we offer are 2.49 for one year s retention and 7.99 for 6 years' retention. Step 2: Setting up Call Recording When you subscribe to the service, it automatically selects to record all inbound and outbound calls on the account by default. This setting will record ALL inbound and outbound calls on your account and store them online. Step 3: Selecting your numbers for recording If you do not wish to record all calls on your account, you can select individual numbers or extensions to record. In the Call Recording section, click on 'settings' on the left hand side and the below should appear: Here you can select the numbers and extensions you wish to record instead of all active numbers on your account.

16 Step 4: Accessing your Call Recordings The image below shows the structure of the call recording feature: As you can see from the above, there are 5 sections for each recording. Below are some simple explanations for each header: Date/Time: This is the date and time that this call took place From: This is the number the call came in from i.e the number that called you To: This will be either the number or extension that took the call at the time Duration: This is the duration of the call. This is displayed in seconds Each call recording can be downloaded if and when needed and stored locally on your machine or server. Step 5: Using the Call Recording filter facility There may be a case in which you need to search for a particular call for whatever reason. We have a filter feature built in so that you can search by phone number, an extension or by date. The below image shows how to use this feature: If you choose to filter by number, just type in the number without spaces into the Number box and this will show all recordings from this number. The same goes for Extension, by selecting an extension; this will present all recordings for that particular extension. With the date option, you can pick a given month (Jan, Feb etc.) and this will filter ALL recordings per selected month. You can also set 'Custom Dates', so from THIS date to THAT date for example.

17 QUVU SIDE Logging in and using the Google Chrome short cut To log in to your agent or supervisor account you will first need to visit the Quvu website. Once on the website, scroll to the bottom right of the screen and under Existing Clients click either Agent Login or Supervisor Login, depending on which account you wish to log in to. After doing this you will be brought to the Quvu log in page where you should see Client ID, Username and Password. Here, enter the details for your account as set up in the Goldfish.ie side and press Login. NOTE: We strongly recommend that you use Google Chrome web browser for using your Quvu client account. Creating the Chrome application short cut By using Chrome you will be able to create a short cut which will enable you and your agents to immediately log in to your console(s) at the click of a button from your desktop when the computer is turned on. To do this, first of all make sure you are on the Quvu log-in screen by clicking either Agent Login or Supervisor Login as explained above. Once you're here, click the triple line customise button at the top right of the screen under the red X close button to customise and control your Chrome. From the following menu, scroll down and click on Tools then Create application shortcuts... from the next list. You should then be presented with this window:

18 Tick where you wish for the short cut to appear, though we recommend you leave both ticked then simply click Create. The Quvu icon will then appear in the ticked areas and in future, you can easily and quickly log in to Quvu by clicking the icon and inputting your relevant log in details to save time and effort. NOTE: This will only work using Google Chrome web browser, which is why we recommend it for using Quvu.

19 SUPERVISOR CONSOLE How to set up agent and queue monitoring When you log in to your Supervisor account for the first time you will taken to the Supervisor console main screen, which should be blank except for the tab navigation bar at the top of the screen as demonstrated below: This is because at this stage you will not yet have set up any agent or queue monitoring. To do this you must firstly click Settings located at the top right of the tab navigation bar. When the Settings page opens you will see the list of agents/devices and queues that you're able to monitor, which you set up in the Goldfish.ie side of Quvu as described in the Goldfish.ie side of this help guide. Simply tick the boxes to choose which agents/devices and queues you wish to monitor, or click the Select all button if you wish to monitor either all agents and/or queues, and then click the Agent View tab to go back to the Supervisor console main screen (unless you wish to monitor your chosen queue(s) first, in which case click the Queues tab). NOTE: After ticking which agents/queues you wish to monitor, and then selecting the Agent View or Queues page, if no agent or queue data shows we recommend that you just refresh the page.

20 On the Settings page there is no 'Save' or 'Save settings' button to click after you have ticked which agents/queues you wish to monitor so do not worry that you cannot see one. The changes you make are live as soon as you tick a box, therefore a 'Save' button is not required. To remove an agent/device or queue from your monitoring list, simply untick your chosen box which you no longer wish to monitor.

21 Where and how to listen into agents To listen into agents' calls you must first of all make sure you're on the Agent View page. You will now see a grid of all the agents you have chosen to monitor on one screen as demonstrated below: On this screen is where you will be able to carry out one click call monitoring of a specific or random agent, and also where you can keep an eye on overall agent activity. In order to listen into a call your chosen agent will first of all have to be on a call. You will know when an agent is on a call because the bottom left of the agent box will say On a Call, with the length of the call in real-time below it in minutes and seconds. When you created the Supervisor account in the Goldfish.ie side of this guide, you will remember you will have set up an extension on the account. To listen in to an agent on a call, simply click the headset icon at the bottom right of the agent box and the extension linked with the supervisor account will ring so simply answer the call and you will be able to hear the conversation, without your agent or the person they're talking to being aware.

22 Call coaching With Call Coaching you have the opportunity to listen into a call between one of your agents and a customer, and talk to your agent while the call is ongoing if or when you feel it's necessary. For example, you may want to offer your agent advice or tips on how to deal with a particular customer while the call is happening live. In order to do this, as we went through in the previous section (Where and how to listen into agents): Click the headset icon from your chosen agent on the Agent View panel to trigger the call to ring on the supervisor extension you previously set up in the Goldfish.ie side of this guide Answer the call to listen in to the conversation between your agent and the customer Press 1 on your keypad you will now be able to speak to the agent While the agent will be able to hear you, the customer who your agent is speaking to will not be able to hear you meaning they will have no idea you are even speaking to the agent. An example when you may wish to use this could be if you feel one of your agents is on the brink of a sale you may wish to urge the agent to carry on doing what they are and close the sale, without the customer even being aware.

23 Enabling the pause call recording function Supervisors can control whether agents have the ability to pause the recording of calls they are on, using a simple tick-box function. To do this, Supervisors are required to log in to their account within the Goldfish side of their account by visiting goldfish.ie, clicking 'My Goldfish' and logging in. Once you've logged in to your Control Panel, select 'Call Centre Setup' and choose the 'Agents/Supervisors' button. From the list of agents that appear, click 'change' next to the agent's name who you want to enable or disable the function for. You should then be presented with the following screen: You will see in this case that the option to pause call recordings is selected. Once you've ticked to enable the function, or un-ticked to disable it, simply press 'Ok' and the change will be live.

24 Statistics bar Supervisors In the Supervisor console, within the Agent View, you will see the panel of all the agents you have previously chosen to monitor with the current agent status in the bottom left corner (whether an agent is on a call, if they're logged off, etc.). To the right of that you will see a bar underneath the headset, which is the statistics bar. This is used to get a quick breakdown of how an agent's time has been divided throughout the current day in terms of how much of their time has been spent on call, how much they have been in wrap or idle mode, or how much time they have been not ready. The colour breakdown of the statistics bar is as follows: Green on call Yellow/amber wrap, idle Red not ready You can also click into the statistics bar to open a window displaying more in depth agent statistics, including three pie charts which cover an agent's average statistics over the course of the current day, the last seven days and over the last 30 days. You can hover over each segment of the pie chart with the mouse to get the actual percentage of time an agent has been in a particular state of activity. Our example below demonstrates that if we hover the mouse over this particular agent's dark green segment of the pie-chart (which turns light green when hovered over) for the last seven days, it shows the agent has been ready to take a call for 77.6% of this time. As you can see above, there are five areas of statistical activity showing for each date range (Idle, Dialling, Not Ready, On Call and Ready). This amount of statistical activity is shown when an agent is using the Quvu dialler, whereas when an agent is not using the dialler you will only see three areas of statistical activity as demonstrated in the following screenshot:

25 NOTE: It's also worth remembering that in the first screenshot with the five sets of statistical activity showing, this could rise to six to include Wrap should an agent be using the wrap function on their dialler. Difference in Comparison to the Agent Console Unlike the Supervisor Console as explained above, the Agent Console does not contain any real statistical data. As the guide will go on to explain in the Agent Console section, the agent console only really contains data from previous calls/callers, disposition buttons to record the outcome of calls and buttons to control whether an agent is ready or not ready for their next call.

26 Queues: inbound and outbound monitoring To monitor your chosen queues, which you will have set up in the Goldfish.ie side, click on the Queues tab and you will then be presented with a real time queue view of the inbound and outbound queues you previously ticked to monitor in the Settings section. This view gives you instantly accessible and concisely presented statistics regarding your queue activity. For example, the number of agents in the queue, the number of available agents (E.g. not currently on a call), active calls, average wait time of callers and abandonment rate. You will see from the screenshot above that the graph displays data on the number of answered and abandoned calls, with the colour key below the bar chart outlining which bar is which: Answered in green and Abandoned in red. The dark blue numbers between the bar chart and the Answered/Abandoned numbers demonstrate the time of day. In this example, you can see that in the hour from 10:00 to 11:00, there were 19 calls answered by the six agents in this queue and six calls abandoned. Meanwhile, the wallboard below this gives an overview of who the six agents in this particular queue are, their extension number, their current state (E.g. if they're on a call, are ready to take a call or not ready), the number of the other caller and the duration of their current State. It also shows calls that are currently dialling, as well as calls that have already been answered by an agent.

27 The drop-down menu located at the top left of the screen controls what sort of information the graph/wallboard displays.

28 Modifying the Dialler ring-out time and abandonment rate Supervisors have the ability to increase or decrease the ring time on a per queue basis, which you control directly from your Supervisor Console. This will mean that the Supervisor will have the ability to adjust the amount of time a call is set to ring for, before the Quvu Dialler will terminate that call. In the Queues section of the Supervisor Console this is the Ring Timeout section and is controlled by simply adjusting the position of the slider in 5 second intervals please note the default is set to 30 seconds before a call is terminated. On top of that, Supervisors have the ability to adjust your abandonment rate by once again adjusting the position of a simple slider, so it could not be easier. Quvu's default abandonment rate is set at 3% in line with Ofcom regulations. However, if the customer wants to increase this the slider will allow them to do so up to a maximum of 5%. Adjusting this will require users to tick the box stating that they are aware of Ofcom regulations. The following screenshot demonstrates how this will look in your Supervisor Console.

29 Analytics How to use it Upon clicking the Analytics tab you will notice that nothing will be shown on the screen except for a message stating Click on parameters on the left to get started, so follow this instruction and you will be presented with the parameters bar coming in from the left hand side of the screen. You will then be able to set the parameters you wish to analyse within a date-specific period. To use this it is simply a case of selecting options from drop-down list menus or selecting tick boxes, choosing whichever metric within the parameters that you so wish. Graphical Representation Once you have set your chosen parameters to analyse you will be displayed with a graphical representation of the data you asked to see. This will be in the form of a line graph-like chart, with the colours representing whichever colours you selected for your chosen parameters. Metric representation For example in the parameters, if you chose Calls per hour to show as a light blue colour, in the graphical representation the line for calls per hour would be the same light blue as would the box underneath the graph with a number in.

30 For example, if an agent had an average of 1.96 calls per hour on a particular date, the colour of the line within the graphical representation would match that of the number 1.96 in the box below it. Date representation The dark blue numbers immediately under the graph, not in a box, represent the date. So '10' is the 10th, '11' is the 11th and so on. Y from 0 Y2 from 0 You may also be wondering what the grey heading Y from 0 Y2 from 0 means at the top right of the screen underneath the Settings button. Y from 0 is the number range of your primary metric. So, say after you have chosen your primary metric the grey header says Y from 0 to 6, and your chosen metric was Calls per Hour, this would mean out of the agents you have selected to monitor, the lowest number of Calls per Hour is 0 while the highest number of Calls per Hour is 6 and these will be reflected in the coloured number-filled boxes underneath the chart as explained above. And this same principal applies for the Y2 from 0, except Y2 is for your Compare to metric the metric you're comparing your primary against rather than your primary metric. So if you chose your Compare to metric as Calls per Day and the grey header read Y2 from 0 to 52, it would mean out of your selected agents to monitor, the lowest number of Calls per Day is 0 while the highest number of Calls per Day is 52.

31 Parameters Primary Metric The Primary Metric is the main metric which you are choosing to analyse and you can choose from two groups: Agent Analytics and Queue Analytics. Here, you choose a metric from the list such as calls per hour, dials per hour, calls per day, dials per day, average call duration or one of the many others listed. The Primary Metric can be used to solely analyse one set of information (E.g. calls per hour) or can be the main metric in which you choose to cross-reference against another metric (E.g. dials per hour) as explained under the heading Compare to. Higher is better/lower is better This parameter is all to do with getting a quick overview of an agent's increase or decrease in performance, over the period of time you specify in the Date Range (explained next). It is given in the form of a green (for increase) or red (for decrease) shape located at the top right of the agent's graphical representation statistics as shown below:

32 Date Range This is a pretty self explanatory parameter: you choose which date range you would like to analyse the data from and to. There are options for you to select an automatic date range from the current date (E.g. 'Last 7 days', 'Last full week', 'Last 30 days' and so on. Or alternatively you can choose to enter a customised date range by either entering the dates manually, or by clicking inside the date box and navigating the calendar which will appear after clicking. Compare to This is the metric which you select to cross-reference against your chosen Primary Metric as explained earlier in the guide. For example, if you choose 'Calls per hour' as your Primary Metric, you may wish to compare that against your chosen agent's average call duration therefore, the resulting graphical representation will display how many calls per hour a particular agent has been on in comparison to the duration of those calls (in seconds). As explained in the 'Graphical Representation' section regarding colours, whichever colour you select for your Compare to metric in the parameters menu will match that displayed in the graphical representation. For example, staying with Calls per hour being light blue, if you select (s) avg call duration to be dark blue you will see that the data for average call duration will be shown in dark blue while the data for calls per hour will remain light blue, enabling you to easily differentiate between each metric as demonstrated below:

33 Layers Trend When you have this layer ticked it will demonstrate, on the graph in the line colour you have chosen, the general direction in which an agent's activity is developing or changing over the date range you specify. This is not the same as average, as we explain below, which is a single level of where an agent is working at rather than a changing trend. Moving Average Moving Average, unlike Personal Average which gives you an overall, fluctuationfree average as explained below, gives a continually recomputed average as new data becomes available. It's calculated by averaging a number of past data points (e.g. days) and is used to gauge the direction of the current trend, helping to reduce the effect of temporary fluctuations by 'smoothing' the data for example, if an agent has an inactive day immediately followed by a highly productive day. The number of 'past data points' you wish to set to see a moving average of data over is controlled by you in the Advanced section which is explained further down. Personal Average When the Personal Average layer is ticked you will be presented with a straight-line total average of an agent's level of performance for over the time period you have specified. The average, the mean level of performance, indicates the typical level of activity between their highest and lowest levels of activity, in relation to the metrics you select to analyse. Peer Performance By ticking peer performance you will be able to visually compare agent performance against that of their peers' average performance so the average level which their peers within the same queue are working at. It is helpful to identify how a particular agent is performing in relation to how the rest of the group are (E.g. if the agent's personal average is below the peer performance dots, it suggests that the agent is not performing to the same standard that their peers are averaging). This is represented in the graphical representation in the form of two green dots positioned vertically. The average peer performance is the point in the middle, between these two dots. Filters Show Empty Days This filter is used to dictate whether empty days i.e. days where there has been NO activity to show for a particular user are displayed or not. For example, if your call centre only operates during standard office hours (Monday-Friday), the dates over weekends are likely to show no data and are therefore an empty day, so if you wish you can untick the option so only days with actual data are shown.

34 Star Performers The Star Performers filter is there for you to be able to easily and quickly view who the star performers out of the agents you selected to analyse are. This is intended to be as simple as possible for you to understand and is done by a yellow star appearing at the top right of an agent's statistics as the image shows. Average Performers The analytics of those agents who are performing at an average level can be hidden by simply unticking the 'Average Performers' option, so this would leave only star performers' or low performers' statistics showing depending on which of these filters have been selected. Low Performers Likewise with Star Performers and Average Performers, agents performing below the average level of that of their peers can be hidden by unticking the Low Performers filter. This can be used, for example, if you just wish to compare how your top performers and/or average performers within your operation are performing. Upward Trend This filter controls whether your selected agents who have had an improvement in performance over the date range you have chosen are visible or not, demonstrated by the upward pointing, green pentagon shape with a number percentage increase inside of it. Downward Trend On the flip side to Upward Trend, this controls whether those agents who have

35 had a decrease in performance over the date range specified, and is demonstrated by a downward pointing, red pentagon shape with the number percentage decrease inside of it. Neutral Trend This filter controls whether agents who have neither had an increase or decrease in performance, therefore their performance has been 'neutral', are visible in your Analytics view and is demonstrated by a blue pentagon shape on its side. Advanced Normal range size % This is just the range size either way of the middle point of the peer performance layer (the two dots connected by the dotted line in the graphical representation). Moving average samples This controls the 'data points' for the moving average line displayed in the graphical representation. The way a moving average is worked out is by calculating the average between past data points to 'smooth' over data, so in this case the data points are the dates displayed as singular numbers (e.g. 05 for the 5 th of a month) immediately below the graph. For example, if you set the Moving Average Samples as 3, the moving average will be calculated over a moving period of every 3 days.

36 AGENT CONSOLE Logging in and using the Google Chrome short cut To log in to your agent account you will first need to visit the Quvu website. Once on the website, scroll to the bottom right of the screen and under Existing Clients click Agent Login. After doing this you will be brought to the Quvu log in page where you should see Client ID, Username and Password. Here, enter the details for your account as set up in the Goldfish.ie side and press Login. NOTE: We strongly recommend that you use Google Chrome web browser for using your Quvu client account. Creating the Chrome application short cut By using Chrome you will be able to create a short cut which will enable you and your agents to immediately log in to your console(s) at the click of a button from your desktop when the computer is turned on. To do this, first of all make sure you are on the Quvu log-in screen by clicking either Agent Login or Supervisor Login as explained above. Once you're here, click the triple line customise button at the top right of the screen under the red X close button to customise and control your Chrome. From the following menu, scroll down and click on Tools then Create application shortcuts... from the next list. You should then be presented with this window:

37 Tick where you wish for the short cut to appear, though we recommend you leave both ticked then simply click Create. The Quvu icon will then appear in the ticked areas and in future, you can easily and quickly log in to Quvu by clicking the icon and inputting your relevant log in details to save time and effort. NOTE: This will only work using Google Chrome web browser, which is why we recommend it for using Quvu.

38 Ready, not ready and wrap explained Once you have logged in to the Quvu Agent Console, you should be presented with the following screen: The buttons you see in the top left of the screen, not ready, ready and wrap control how an agent manages the flow of calls they get coming to them, and ultimately, their workload. Not ready This is what you need to select if you are not, for whatever reason, currently ready to take any calls. For example, if you have just started your shift at work and got logged in to your account but you still have one or two tasks that need doing before you're ready to speak to a customer, or a colleague is briefing you on something, clicking not ready will ensure no call notifications will appear on your screen yet. You will automatically be placed in a not ready state if the dialler allocates more than one call to you, but for whatever reason the call goes unanswered. This is to try and combat the number of silent calls that are received by the end customer and to keep the number of abandoned calls down to a minimum. For example, should an agent leave their desk for a short break and forget to switch their state to Not Ready, the dialler will still be allocating calls to the agent. For example, this may occur when an agent has put their phone into Do Not Disturb mode and left their desk thinking this will suffice, when in fact the dialler has still allocated calls to the agent because they aren't in Not Ready. In the event of this happening, the agent will automatically be placed in not ready and Quvu will deliver a pop-up message to the agent informing them what has happened. There will be two pop-up notifications delivered: a smaller notification in the bottom corner of the screen letting the agent know about a change of state, which will appear even if the agent has a different window open on their screen (e.g. a web browser) to ensure they don't miss this important information.

39 And, a larger pop-up window within the Quvu agent console containing more information on why the agent's state has changed and three things to check before proceeding. This is demonstrated by the screenshot below. Ready You should select this when you are available to take calls. Once you have clicked the ready button, call notifications will now appear on your screen. Quvu will set a minimum length of time that an agent remains in ready state for, with the aim of reducing the number of abandoned calls. Something we noticed is that an agent will take a dialler call and decide that they would like to take some time to finish any relevant admin work after the call has finished, but will wait until the call has ended; thereby having a short period of ready time. During this state of ready, the dialler will start calling ahead in order to secure another call for the agent, but by the time the call is answered the agent is on not ready and the call will subsequently be abandoned as there aren't any agents available. Ideally, an agent will click not ready during a call to avoid the dialler from starting any further dials. But with this functionality the amount of abandoned calls will be reduced as it will give the dialler the chance to have any dials already in progress to be answered and delivered to an agent. Another suitable work-round would be to have a short period of auto-wrap (maybe of 3 to 5 seconds), accessed via the Settings, in order to give agents a 3 to 5 second period where they can click on not ready. This is demonstrated in the following screenshot, towards the top-left beside not ready, ready and wrap it shows that this particular agent has 5 seconds before they are automatically placed in not ready.

40 Wrap Wrap means the amount of time it takes from a call ending before moving on to take the next call, and is used so that agents can give themselves enough time to wrap up after a call has ended (E.g. allowing them to make changes to an account) before they are then connected to the next call. Queue/Campaign role Agents can manage which queue/campaign they enrol on at the click of a button (explained later). Call History This gives users the ability to schedule call-backs, record wrong numbers and browse their inbound and outbound call history. One-touch Account View Quvu enables integration with your CRM system. This means that if the inbound phone number is associated with a particular account, a 'one click' prompt will be given to the agent. If applicable, they can then access the callers account without inputting data.

41 Pausing call recordings Agents now have the option to pause call recordings while they are on a call if they wish. This function will be be controlled (enabled or disabled) by Supervisors only, and is useful in the event of taking sensitive information from a customer such as payment details. Agents on inbound or outbound campaigns can control whether a call will continue to be recorded or whether the recording will temporarily be paused by simply selecting the pause icon and then selecting it again to un-pause it. The following screenshot demonstrates what an agent will see and where they can choose to pause a recording and then un-pause it.

42 Settings tab You will be displayed with two options after clicking the Settings tab located at the top right of the screen: Notification Settings and Auto wrap. Notification Settings Once you have clicked the Settings tab and have been presented with the window as demonstrated in the previous screenshot, you will see that there are four options for Notification Settings: Inbound ringing The notification settings for 'Inbound ringing' basically controls a screen pop for an inbound call, so you will be immediately made aware when a customer is calling in to your queue. This helps to ensure calls are answered quickly and ensures callers are not unnecessarily left on hold. Inbound connected Having this option ticked will mean that you get a screen pop for when an inbound call has went beyond the ringing stage when a caller may be on hold, and is now in fact connected meaning an agent should be available to answer the call. Outbound ringing Having 'outbound ringing' ticked will signal ringing on the predictive dialler, even though in a sense the call does not ring, and is intended to increase agent productivity. Worked out by calculating the average call duration, average wrap time and average time for a customer to answer a call, it calculates the shortest gap between conversations and subsequently places the relevant number of calls ahead to ensure agents are not waiting for contacts to be reached. Outbound connected This option will ensure that you are notified when an agent is no longer busy and has

43 actually been connected meaning the call actually rings the customer; ready for them to answer. Auto wrap The 'Auto wrap' setting is used by agents to set up how much time they want or need to allocate themselves in order to carry out after-call tasks, before being connected to the next call. It means that after a call an agent will automatically go into Wrap mode, then when the allocated time is up they will automatically become available for calls again.

44 Assigning yourself to a campaign Agents are in control of which Inbound or Outbound Queues/Campaigns that they enrol on. In order to do this, you will need to be logged in to your Quvu Agent account. When you have done this, you will be able to see that in the top right of the screen, under the Logout and Settings buttons, there is a section entitled Queue / Campaign role with a Queue Settings button. Simply click the button to display the Role: Inbound or Outbound drop-down menu and then click whichever role you wish to enrol on. Inbound Queues When you have your role set as Inbound, the table underneath should list all of your Inbound queues that have been set up in the Goldfish.ie side of Quvu, as shown below:

45 Beside each of the queues listed there is another drop-down menu with four options: Not a member, First priority, Second Priority and Third priority. These options allow you to choose at which point a call will be directed to you in a particular queue. For example, if you select Second priority in a queue, and a call comes in to that queue, it will first notify the First priority. However, if all the First Priority agents are busy, therefore meaning the call remains unanswered, it will then filter to the Second priority agents so you would be in line to answer. At this point if you were also too busy to answer, the call would then go to Third priority agents in the list. For queues in which you are not required to take calls, simply choose Not a member from the drop-down list. Outbound Queues When your role is set to Outbound you will notice that the table underneath is different to that of when Inbound is selected. The table now should display all the Outbound queues that have been set up in the Goldfish.ie side which you are able to enrol on. Simply click the circled option beside the campaign name that you wish to make calls from and you will then be enrolled on an Outbound campaign. It's worth noting that you can't deselect yourself from a campaign once you've selected it. In the event that you wish to change campaign, simply select a different campaign from the list as instructed above or log out and then back in again.

46 Dialler campaign The dialler serves a purpose of maintaining a high level of agent efficiency within a call centre environment, by automatically dialling telephone numbers to connect waiting agents assigned to a campaign with a customer. The Quvu Dialler There are three levels to the the Quvu Smart Dialler: Progressive Dialling, Predictive Dialling (Level 1) and Predictive Dialling (Level 2); and below are their explanations. Progressive Dialling Initially, the dialler will place calls based on the number of agents available. For example, if 10 agents are available, 10 calls with automatically be placed. Predictive Dialling (Level 1) Once Quvu has identified 50 entries, it will then calculate the average connection rate in order to increase the amount of numbers dialled whilst maintaining the number of agents. Predictive Dialling (Level 2) The Quvu system will then analyse the frequency at which agents become available, ensuring elements such as 'Wrap' are accounted for in order to maximise the total numbers dialled and agent utilisation. Quvu achieves less than a 3% abandonment rate in line with Ofcom regulations and has the facility for users to upload a message in the case of abandonment. Meeting Ofcom regulations The governing body, Ofcom, states call centre operators using a dialler must adhere to a set of regulations in light of the 2006 Persistent Misuse Statement and because of this Quvu is Ofcom compliant. Meeting one of those regulations can be manually achieved in the set up of your Quvu account presenting a caller ID to customers, which we went through in the Goldfish.ie side of this user guide. Caller ID to Present Ofcom states call centre operators must provide calling line identification (CLI) information on outbound calls, so that consumers are able to make a return call. This was addressed in the Goldfish.ie side of the guide in the How to upload data and build an outbound Campaign section, which explained the setting up of your Outbound Campaign. Click here to go to that section to read how to set a caller ID to present to your customers. Downloading data from the dialler campaign Previously, when agents wanted to analyse data from the dialler campaign (e.g. what the outcome of a call was in line with which disposition buttons were clicked by an agent after a call Wrong Number, for example) you would have to download a large data sheet containing this information.

47 An example of why this is important and indeed why the disposition buttons are important is because data is not cheap, so if you have a range of wrong duplicate numbers in a campaign which have resulted in failed calls you will want to know about it to avoid your dialler connecting your agents to these numbers in the future. To view this information you will need to be in the Goldfish.ie side of Quvu to access the Queue Management page, so first of all go to goldfish.ie, click My Goldfish and log in using your details. From your Control Panel, scroll to the bottom of the page until you find Call Centre Setup and click it to launch the Call Centre Setup console. At the next screen, click on Your Queues to open the Queue Management set up. Once the Queue Management page opens, you will be able to see for each campaign how many calls have been completed (this could be a sale, no further action or similar), how many have failed (this could be when a wrong number has been dialled) and also how many records are remaining. A new feature we have recently added to our dialler prevents calls continuously being sent to an agent should they be unavailable to take a call by simply being away from their desk

48 or similar. The feature alerts an agent to the fact that they have missed two consecutive calls and places them in a not ready state. This simply prevents the dialler from sending call after call to them, should they be unable to take a call or if they are set to do not disturb. The agent will get a screen pop informing them what has happened, asking them to log in and set themselves to ready once they are available to, and want to, receive calls again. This is explained in greater detail in the Ready, not ready and wrap explained section.

49 Screen pop When a customer dials your number and their call is connected to an agent, the agent automatically gets a screen pop containing information on the customer. This saves them the time and effort of having to ask the customer for their account details. Our self-built technology allows integration with a client's CRM system, meaning that when a telephone number is associated with a particular account, a 'one-click' prompt will enable the agent to click the screen pop. If applicable, this will then bring up a window containing the customer's aforementioned details.

50 Adding notes to dialler calls In your Quvu Agent Console there is a 'Notes' section within the 'Last dialler call' field on the right sidebar, above your disposition buttons. This function means your agents can leave a note on an account, so that any other agents viewing the account at a later date will be able to easily see any instructions previously left by someone else. This provides your agents with a simple but effective way of communicating information regarding a customer's account between each other. This first screenshot demonstrates how it will look before any notes have been added. For agents to add a note, they must simply click the 'Edit Note' link. After clicking 'Edit Note' the text box will then appear, enabling your agents to begin typing their desired note to be left on the account. Once the note has been composed agents must click 'Save Note'.

51 After clicking 'Save Note' a pop-up box will appear, confirming to agents that the note has been updated. The note will then be saved and clearly visible, as our example above demonstrates.

52 Disposition buttons Disposition buttons are a feature of the Agent Console which allows agents to quickly define what the outcome of their last call was they are found under your Last dialler call section on the right-hand side of the console. These are the buttons which you will have set up yourself in the Goldfish.ie side of this guide, in the 'How to upload data and build an outbound Campaign' (Create a new queue) section, therefore, you are in charge of which buttons are available for your agents to click. A data sheet which you can download from the Queue Management page within the Goldfish.ie side of your account keeps an archive of dialler calls, showing what the outcome of a call was as per the instructions left by which disposition button an agent clicked so within this data you will be able to identify which dials were answered, which dials went unanswered, which dials called a wrong number and so on. There are three main buttons that are always used in a dialler campaign: Requeue, Reschedule and Wrong Number. The rest which you can use are optional, as our example below shows:

53 Below are the descriptions of each of the three core disposition buttons: Requeue You may wish to click this button if you want to send a call to the back of the queue in which you're working within, in preparation of a call-back whereby the call will be offered to the next available agent. A scenario when this may be appropriate could be when the dialler feeds a call to an agent, who then fails to answer the call after 'x' amount of seconds or rings and the call can then subsequently be placed to the back of the queue. Reschedule Reschedule, although similar in principal to Requeue in that neither result in no further action against a call, differs because it allows you to choose a specific date or time to reschedule a call-back rather than just sending it to the back of the queue. However, even though it will be a specific agent who reschedules a call, when the callback date and time arrives the call will not go directly to the same agent; it will simply dial on the number associated with the queue. This is because if, for whatever reason, the agent who rescheduled the call is absent on the day/time of the reschedule the call would just go unanswered. Wrong number Because data is expensive, you don't want any incorrect data taking up room in your CRM database resulting in your dialler attempting to connect agents with invalid numbers, wasting valuable time that could be spent connecting agents to correct numbers. When an agent clicks this button and the information will be able to be downloaded from the data from the Queue Management page within the Goldfish.ie side of Quvu as previously explained, you will be able to see which customer IDs have been identified as wrong numbers.

54 Call history Call History is in two parts, located at the bottom-right of the Agent Console: Inbound Call History and Outbound Call History. Each of the two have three columns of data displayed under recent call history available: time of the call, the customer's phone number and any attached data (e.g. a link to open a window containing information on the customer). This forms part of the instant pop up screen agents will see when a customer dials your number; it's intended to give a quick and basic overview of recent calls. When the Attached Data field is filled with a link (as shown above), you're able to click this link to open a window containing information on the customer if needs be. For example, you may suddenly require information from a caller you spoke to three calls ago, so instead of having to trawl through lots of data you can simply click the Attached Data link and be presented with their customer details.

55 You may note that the information contained within the Attached Data can be the same as that displayed under the Last dialler call, however, this will only display information from the last call whereas Attached Data in your history goes back more than one call. If you are using data linked to a web based CRM system, agents can increase this view to show all calls made to, or received from, a number. Whether or not you are using the data linked to a CRM system will depend on how you set up your data in the Upload/Format Data section, as explained in the Goldfish.ie side of this guide.

56 Softphone set up Downloading the 3CX softphone Customers using Windows are able to get a free 3CX softphone download from within their account with us. This is done in the Goldfish.ie side of your account, so first of all visit goldfish.ie, click My Goldfish and then log in. From here, select Your Numbers then click the number which you wish to install the 3CX phone on. Once you're on the Edit/Add a number page, scroll down until you find the section entitled Voice over IP settings For configuring your IP phone and click the link Install 3CX Phone for Windows. NOTE: We strongly recommend using either Google Chrome or Firefox web browsers for downloading and installing the 3CX as Internet Explorer has been known to bring up error messages when attempting to carry this out. Before you start, you need to know your VoIP Username, password and the server that your number is connected to. You can do this from your Goldfish.ie account, by clicking My Goldfish, then "Your Numbers", then the telephone number that you wish to connect to. The VoIP Username and VoIP password are near the bottom of the page, in a section entitled VoIP Settings. Step 1: Configuring your phone Once you have installed the 3CX phone, you will need to open it, right click on the screen and go to Accounts. Click on ADD and then enter the settings shown below: Set Account Name to anything you wish Set Caller ID to anything you wish Set Extension to your VoIP Username Set ID to your VoIP Username Set Password to your VoIP Password Select I'm out of the office External IP and type sip.goldfish.ie:8060

57 Step 2: Configuring the Advanced Settings Once you have entered the settings above, click on Advanced Settings and enter the settings shown below: Set PBX voic to 8000 Set STUN Server to stun.goldfish.com Tick Support RFC2833 DTMF Once you have entered the settings above, click OK and then OK again on the Account settings page and the 3CX phone will show. If successful, it will show ON HOOK as shown in the following screenshot:

58 Enabling Auto-Answer Due to Ofcom regulations it's requirement that when call centres are using a dialler, calls must be answered by an agent within three seconds. Therefore, in order to save agents having to click answer on the 3CX interface each time a call comes in, we strongly advise that agents set their device to auto-answer. This safe guards against an agent, for whatever reason, failing to press answer within that three-second time slot whenever a call comes in. To do this, on the softphone interface, about half way up on the right-hand side you will see Available. Simply click this twice until the word changes to Auto Ans ; your 3CX will now be set to auto-answer. What if I'm not using Windows? There are other softphones available out there if you are using a Mac. We recommend that you choose a softphone with auto-answer available so your agents again do not have to manually press answer each time a call comes in. We also recommend you continue to stick with the Google Chrome web browser. X-Lite and Bria We recommend X-Lite and Bria for your Macintosh. Before you start, you need to know your VoIP Username, password and the server that your number is connected to. You can do this from your Goldfish.ie account, by clicking My Goldfish, then "Your Numbers", then the telephone number that you wish to connect to. The VoIP Username and VoIP password are near the bottom of the page, in a section entitled VoIP Settings. If you don't yet have X-Lite installed, you can do so by clicking this link to download. Once you have done this, you can begin configuring it.

59 Step 1: Setting up your account Set Set Set Set Set Set Account Name to anything you wish User ID to your VoIP Username Domain to sip.goldfish.ie:8060 Password to your VoIP Password Display Name to anything you wish Authorization Name to your VoIP Username Step 2: Configure your Voic Once the above information has been entered, click on the Voic tab and enter the settings shown below: Tick Check for voic Set Number to dial for checking voic to 8000

60 Step 3: Configuring the Local SIP Ports Once the information above has been entered, click on the Topology tab and enter the settings shown below: Select Discover public IP address (STUN) from the menu Tick Range of ports to be used on local computer, with the first value as 8061 and the second value as 8065 Once you have entered all the information in the above steps, click OK and this will return you to the X-Lite main screen and it should say Account enabled.