Administrator Portal overview

The Contact Centre is managed using the Contact Centre web interface, which provides information and management control to authenticated operations users.

This online help is for the Company Administrator Portal part of the interface, which allows users who are logged in at the Company Administrator level to customise their Contact Centre features and functionality.

Click play to watch a video overview on using the Administrator Portal interface.

• View settings for existing user accounts and modify some settings, including resetting passwords.
• Define groups of agents who have the necessary skills to handle particular channel items.
• Configure different roles that can be assigned to user-account logins and associate different privileges with each role that permit the user access to the various capabilities and resources of the Contact Centre.
• Configure different user profiles that can be assigned to user-account logins and that determine which subsets of the company’s data (for example, which queues, call flows, wallboards, etc.) company users can see.
• Define reasons that allow agents to categorise the breaks that they take.
• Define holiday lists to route channel items to fit around when staff are available.
• Develop custom schedules for handling channel items during holidays and specific time ranges.
• Define external destinations to which calls are routed in particular circumstances.

• Define the call flows used by the system to handle calls. Administrators with the appropriate privilege can access the Flow Editor graphical Service Creation Environment (SCE) and use it to define IVR trees, and customised call-handling and routing logic. Callers may be presented with user-configurable greetings and may select which service they require through multiple-level menu systems. Queue music, in-queue announcements and queue-escape options are configurable (including upload of custom audio) via the Administrator Portal. Administrators can also adjust call flows to adapt to changing business requirements or rules.
• Set up outbound-dialling campaigns with a list of target numbers and view the progress of call campaigns.
• Define queues for incoming calls: agent groups, in-queue audio, queue and agent recording, etc.
• Define “play books” in which multiple announcements and music can be sequenced.
• Manage audio files: upload custom announcements and music for calls that are queued or on-hold or use the integrated text-to-speech engine to automatically create announcements that may be used with call flows and caller menus.
• Define area-code groups and number lists that can be used in call-routing plans.
• Define company-wide system configuration values for variables used in a company's call flows to handle calls to their services. These global variables can then be updated via the call flow if the web portal is unavailable.
• Define customer surveys that callers can choose to complete after their call.
• Define call slots with a list of possible time periods when callers can request to be called back rather than continuing to wait in a queue.

• Define chat services.
• Define the chat flows used by the system to handle web chats. Administrators with the appropriate privilege can access Flow Editor graphical Service Creation Environment (SCE) and use it to define customised chat-handling and routing logic. Administrators can also adjust chat flows to adapt to changing business requirements or rules.
• Define queues for incoming chats.

• Define email servers that are used to receive and send emails.
• Define the email flows used by the system to handle emails. Administrators with the appropriate privilege can access Flow Editor graphical Service Creation Environment (SCE) and use it to define customised email-handling and routing logic. Administrators can also adjust email flows to adapt to changing business requirements or rules.
• Define queues for incoming emails.

• Define connections to the SMS server.
• Define SMS addresses from which outbound SMS messages can be sent.
• Define queues for outbound SMS messages.

• Define template blocks of text to be used in agent's responses to customers.
• Define the files that agents can attach to response emails and webchats.
• Define the agent scripts that are presented to agents on their web interface while they are handling calls or webchats.

• Define classifications that allow agents to categorise the outcome of handling channel items.
• Define wallboards that display key performance statistics for the system and download reports on different statistics.
• Create and download reports that display key statistics for the contact centre and its agents.
• Create and schedule contact reports.

• Manage customer contact records that are stored in the CRM database: search for records, create new records, modify a customer's details, assign tags to records, and download files that have been attached to interactions with a customer in their contact history, such as call recordings.
• Define freeform custom fields (data records) and custom tags to associate with customer calls.
• Delete call recordings and chat messages that have been attached to customer contact records.

• Specify the destination on an external platform to which call recordings are transferred via Secure FTP (SFTP).
• Specify which events are sent to which offline reporting destinations.
• Create themes that define the display of the Contact Centre web interface for a particular organisation.
• Upload media files to the system that can then used in themes.
• Configure settings for agents such as when agents will be automatically marked as unavailable and what information is displayed to agents on their web portal.
• Define the set of optional features that are available to agents on the email text editor.
• Define system assets such as the file types that agents can upload as email attachments.
• Define how the channels used by the system to receive communications are blended to interoperate.
• Specify the system-level credentials that are used by the company to connect its users to EMIS.

• Integrate the Contact Centre with third-party Customer Relationship Management (CRM) platforms (Salesforce, Microsoft Dynamics or Zendesk) to enhance the CRM capability provided to a company.