Cc telefónico
HOW TO LOGIN.......................................... Error! Bookmark not defined. SUPERVISOR SETUP .................................... Error! Bookmark not defined.
MONITORING QUEUES ......................................................................... 3 TEAM PANEL......................................................................................... 4 CALL CENTER PANEL ............................................................................. 4 SUPERVISOR ACCESS IN BROADSOFT ................................................... 5 DASHBOARD ......................................................................................... 7 CALL CENTER REPORTING..................................................................... 8 AGENT ACTIVITY................................................................................... 8 AGENT UTILIZATION ........................................................................... 10 QUEUE PERFORMANCE ...................................................................... 12 SERVICE LEVEL .................................................................................... 14 PRINTING/EXPORTING DATA.............................................................. 15
Supervisor Access for Mysphere Call Center Logging In
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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 My sphere 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.
• Click on Supervisor to display a list of all Call Centers you are allowed to monitor.
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Click inside the Password field next to the queue you want to monitor, type 147369, 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 888‐Mysphere.
Monitoring Queues
•To view and manage agents/queues, click on the Monitoring Tab. Please note: if the Monitoring tab does not appear, from the Toolbar click on View and select the checkbox next to Monitoring.
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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. ACD State
Call 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.
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Calls in queue/Total queue depth. • 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.
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