Getting Started and an Overview of the ACD Panel

Getting Started


You can access the ACD panel in two ways:

  • From Telebroad's home page...

    • If you are on a desktop computer:


      • Click the Login button on the top right corner.

      • Select ACD panel.


    • If you are on a mobile device:

      • Tap the menu bottom on the top right.



      • Tap the Login menu and select ACD Panel.



    • Next, you will see an introduction screen with information about the main features and tools of the ACD panel. Click or tap GO TO ACD to access the login screen.




  • Or just enter the following address in your web browser:

Once you are at the login screen:


  • Enter you login credentials in the User Name and Password fields.

    If you don’t have such credentials, please contact us to set up your account.

  • 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 - ACD Menu


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 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.

  • Logout - Literally  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 ACD Menu is not unique to the Live Dashboard. It is accessible in all panels and management tools of the ACD.

When clicked it shows the following menu options:




The function of each menu option is explained in the following table:

 

 

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 for providing feedback

*The Profile, Feedback, and About ACD options display a pop-out window. Exit the window by pressing Escape (esc) on your keyboard  for all three options, or by clicking Cancel (just for Feedback), or by clicking the back arrow on the top left corner (just for Profile).

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