Home Page

Overview

Upon signing in to the Admin Portal, you are presented with the Home page. Your Home page includes several top-level components:

Top bar links to common and important resources, such as System Status, Support, and more. Your username and account also appear in the top bar.
A tiled collection of Favorite "Activities," which are actions you often take and/or pages you often view. You can customize which tiles appear as Favorites - more on that shortly.
Links from the left nav bar to deeper pages, sections, and sub-sections.

Customizing Home Page

The Admin Portal contains a wealth of resources. We've updated our user interface to keep your view focused. What's more, we've given you the ability to choose what Favorites appear on your Home page.

To customize your Home page, you can:

Choose a new Activity from the drop-down list, and Add it to your Home page, as shown here:
Click the Edit button to change the current Favorites on your Home page, as shown here. Note that you can delete Favorites (using the top-right "x") or click and drag the tiles to change the order in which they appear.

Admin Portal Pages

Our Admin portal comprises a great many pages. The pages visible to each user will depend on the user's permissions. Here is a non-exhaustive list:

Dashboard – Monitor your call center performance
Metrics Dashboard – View the health of your call center at a quick glance
General – Set global or system-wide settings
Working Hours – Set the hours of operation and holidays
Contact List – Create a directory of contacts
Queues – Configure settings related to queues
Skillsets – Create skillsets
Offices – Add locations
Agents – Create and configure user accounts
Activities – Add customized activities
Bulletins – Manage bulletins
IVRs – Define advanced settings
Callbacks – Request a callback while waiting in a queue on hold
Prompt Files – Manage your IVR prompt files
Phonebook – Manage the phonebook directory
Hosted DID - Route calls directly to agents without publishing the agent's number
Classifications – Configure disposition selections
Post Call Survey – Customer feedback regarding your contact center services
Transfer Info – Add and edit transfer information
SWAT Service - Edit SWAT contact list and send SWAT messages
Preferred Agent Routing – Route an incoming call to the same agent if that agent is available
Georouting – Distribute calls based on the location of the caller
Scheduled Dialouts – Power dialing for outbound campaigns
Dial Around Service – Record calls once the user is connected with the destination number
Email Templates – Use signature templates when replying to an email sent through a queue
Manage Suspended Emails – Manage suspended emails
Chat Transcript Settings – Manage chat logs between the agent and customer
Monitoring – Monitor queues and agents
Reports – Generate reports
Recordings – Search for recordings
Client Software – Installing Contact Center Software
Support – Contacting Support
Config Blacklist – Disconnect and/or decline unwanted sources entering your system