Getting Started

 

You can access the ACD Panel in either one of two ways:

 

  • Use your web browser to visit the TeleBroad home page at www.telebroad.com

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    Click the Login here link on the upper right corner. This will bring you to the App page, giving you access to many of TeleBroad's products and services.

    Click on GO TO ACD On the left side of the screen.




  • Or use your web browser to type in the following address, which will bring you directly to the login screen

    https://acd3.telebroad.com

 

 

Once you are at the login screen:

 

  • Provide your User Name and Password. If you don’t have a User Name, please contact us to set one up.

  • You can click the "Remember Me" box to save your password and avoid having to retype it in the future.

  • If you forgot your password, click the Forgot Password? link and you will be asked to provide your email. Instructions of how to reset the password will be then emailed to you.

    For more detailed information see 
    What to do if you forgot your password?


 


Overview


When you initially log in to the ACD Panel, you will see the Live Dashboard screen, which has three areas:

1 - Common Functions Tab
2 - Activity window
3 - Menu Selection Button


As this is an overview we will discuss the functionality of the Live Dashboard and other management tools in separate detailed user guides.


Live Dashboard



1. The Common Functions Tab actually has five buttons.


  • Full Screen - Only appears in one of the "Toggle View" modes.
    Once you press it the entire green bar on the top of the window disappears, giving you more space to work with.

  • Toggle View - switches the View Port between different views focusing on either Calls, Queues, or Agents.

  • Alerts - Click on this button to display alerts regarding Calls, Overflows, and Agents. 

    You can set Alerts using the Alerts Manager (see below the "Menu Selection" section).




  • Admin Chat - Opens a panel to perform chats with your agents.

  • LogoutLiterally  what it says. It will log you out of the ACD Panel.

2. The Activity Window is your main work area for the Dashboard and the ACD Panel. It provides information about calls traffic, agents' activity, and queues load. Here you can also perform operations such as assigning calls to specific agents or logging agents out of the system.

In the bottom right corner of the window you can see the Filter Button that allows you to have a lot of control on the information displayed in the window.


3. The Menu Selection Button is not specific to the Dashboard. It will be displayed in the same position no matter what panel or management tool you have selected.

When you press the button is will bring up the following menu options:

   

The Following table explains the function of each menu option:

 

 

Menu Item

Function

 

Live Dashboard

Already discussed above.

 

Profile

Setup your personal information, email, phone number.

Here you can also change your password.

 

Queue Manager

Let you set properties relating to queue such as Agents belonging to the queue, queue’s message, and many more.

 

Agent's Manager

Let you set properties relating to agents such as their phone extension and queue priorities.


Alerts Manager

Let you create and edit alerts that will show in the Alerts Tab as discussed above,


Call Logs

Let you see historical call activity by day, week, month etc. It also provides flow details for each call. 


Queue Dashboard

Provides analysis, charts, and measurement of call activity per queue.


Agent Dashboard

Provides analysis, charts, and measurement of call activity per agent.

 


Report

Allows you to build comprehensive reports by time, agent, or queue


About ACD

General information about the ACD Panel


Feedback

A form that allow you to send us feedback

 

Note that the menus Profile, Feedback, and About ACD display a pop-out window.

You can exit this window by pressing the Escape button on your keyboard or by canceling out of it.