OfficeSuite Call Center Services
Admin Quick Start Guide
OfficeSuite Call Center services can be updated and changed quickly and easily through our website at:
https://officesuiteacd.broadviewnet.com/?domain=YOURACCOUNT
Please note you will need to know your specific website address for your account.
Getting Started for Administrators
As a system administrator you will need to define the various voice queues that you would like to set-up (i.e. Customer Service, Sales etc.) You will then create those voice queues, as well as the agents responsible for answer calls in those queues.
Here are the simple steps for how to add voice queue(s) and agents.
How to add a Voice Queue
• Log into the website
• Using the navigation pane on the left
• Select Agents and ACD’s
• Select Voice Queues
• Select “Add an ACD” to create a new voice queue
• Complete the Queue details and click “Save ACD”
• After you create the Queue you can then add Queue Members (Agents) and create the Hold Treatment
How to add an Agent
• Log into the website
• Using the navigation pane on the left
• Select Agents and ACD’s, then “Agents”
• Select “Add an Agent” to create a new agent
OfficeSuite Call Center Services
Admin Quick Start Guide
Call Recording
(optional feature)This feature gives you the ability to record inbound calls so that you can listen to them, at a later date for quality and training purposes.
How to enable call recording
• Log into the website
• Using the navigation pane on the left
• Select Agents and ACD’s
• Select Voice Queues
• Select Edit next to the Voice Queue you wish to add recording to
• Check “Record Inbound Calls”
• Select Save
How to listen to call recordings
• Log into the website
• Using the navigation pane on the left Select Completed Events
• Select Calls
• Fill out the parameters you wish to search by
• Select “Search”
• Under Actions select view
• Under Recordings select “Listen”
How to save a call recording
Recordings are stored for 30 days and then discarded. If you would like to keep recordings longer, you have the option to add these files to the “Recording Library”
• Log into the website
• Using the navigation pane on the left
• Select Completed Events
• Select Calls
• Fill out the parameters you wish to search by
• Select “Search”
• Select Actions
• Select View
OfficeSuite Call Center Services
Admin Quick Start Guide
Evaluations
This feature gives you the ability to create evaluation forms, listen to calls and evaluate agent performance and run reports based on evaluations performed. Evaluations are part of the Call Recording service and are available with eQueues and Contact Center packages.
How to create an evaluation
• Log into the website
• Using the navigation pane on the left
• Select Resources
• Select Evaluation Forms
• Select “Add a New Evaluation Form”
• Complete the form based on the specific criteria you wish to evaluate on
• Select Save Details”
How to evaluate an agent
• Log into the website
• Follow instructions for listening to a recorded call
• Under “Recordings” under “Actions” select “Evaluate”
• Select the appropriate Evaluation Form and click “Use”
• Fill out the Evaluation
• Select “Save”
How to search for an evaluation
• Log into the website
• Using the navigation pane on the left
• Select Completed Events
• Select Evaluations
• Fill out the parameters you wish to search by.
• Select “Search”
How to pull evaluation report
• Log into the website
• Using the navigation pane on the left
• Select Reports
• Select Evaluations
OfficeSuite Call Center Services
Admin Quick Start Guide
Coach/Monitor
This feature gives you the ability to coach or monitor your agents’ interactions with callers. As a coach you can listen to and speak with agents without the third-party caller hearing you. (coach/monitor is not only available with Contact Center.
How to initiate the Coach/Monitor functionality
• Log into the website
• Using the navigation pane on the left
• Select Live Status
• Select Agents
• Choose an Agent under Logged-In Agents
• Click on the “Coach” link
• Your phone will ring, and once picked up, will bridge you onto the call.
Important tip: Remember only the agent will be able to hear you, not the caller.
Live Status Dashboards
These dashboards give you the ability to view important information about your Call Center, including:
• Queue Calls - Displays all calls in progress.
• Glance (Contact Center only) – Displays signed-in Agents and number of calls
waiting in Queues, duration of oldest call, number of calls answered by agents and other useful statistics.
• Voice Queues - Displays a graph of Queue and Agent activity for the last 60
minutes.
• Agents (Contact Center only) - Displays a color-coded view of the current state
of each Agent and Queue as well as important details of each.
Color Notes Available to / not to take a queued call
Green Signed in and ready Available Red Signed In, Ready, but on a
call Unavailable
Yellow Signed in but away Unavailable Orange Signed In, Away, and on a
call Unavailable
Not there Agent isn’t signed in Unavailable
Yellow and Orange Agent status is only possible for tenants who use Web-Based Sign-In.
OfficeSuite Call Center Services
Admin Quick Start Guide
Reports
Reports allow you to gather further information and statistics to analyze performance. (reports are not available for customers with “Queues”)
• Agent Performance - Summarizes an individual Agent’s activity, availability
and performance. (Contact Center only)
• Voice Queues - Display the number of “Handled” and ‘Abandoned Calls” and
other statistics, along with the ability to search over a specific date range.
• Calls - Provides statistics on calls for a given day over 15-minute intervals in
aggregate or by queue level.
• Calls Abandoned – Displays abandoned calls for a given timeframe based on
