Getting Started

• Portal Overview
• What I can see on my screen after I log in

Staff Management

• Viewing live agents
• Viewing agent KPIs
• Forcing an agent to log out
• Resetting the queue availability of an agent

Calls Management

• Viewing live call queues
• Listening in on or intercepting calls
• Viewing the service level
• Overflowing queued calls to another agent group

Data Management

• Managing Wallboards
• Viewing Wallboards
• Customising a Wallboard
• Viewing Call Reports
• Loading and Creating a Report
• Viewing Live Data