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Administrator Portal Overview

Welcome to the Administrator Portal User Guide, your go-to resource for discovering and understanding the features and functions of the platform. This guide will help you navigate and make the most of its capabilities. Let’s dive in and explore the Administrator Portal together.

This page is dedicated to Staff, Call Handling, Webchat, Email, SMS, Agent Assets, Payments, Data, Customers, System, and CRM integration. Simply click on these sections to jump to the information that matters most to you.

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

Note: Most of the system features are available as separately licensable options. If you are not licensed for a particular feature, the appropriate configuration pages are not displayed on the Administrator Portal interface.

Staff

  • View settings for existing user accounts and reset 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 Contact.
  • 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 fit around when staff are available.
  • Develop custom schedules for holidays and specific time ranges.
  • Define external destinations to which calls are routed in particular circumstances.

Data

  • 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 Contact and its agents.
  • View live measurement of the service level for queues and agents.
  • View and change the status and the channel/queue availability of agents.
  • Create and schedule contact reports.

Call handling

  • The system uses call flows to handle calls. Administrators, with the right access, can use the Flow Editor to create and customise call-handling logic. Callers can hear custom greetings and choose services through menus. You can also set queue music, announcements, and options. Admins can adapt call flows to changing business needs.
  • Assign call flows to phone numbers so that they can be used to provide services to their customers.
  • 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.

Web chat

  • Define chat services.
  • Define the chat flows used by the system to handle webchats. Administrators can also adjust chat flows to adapt to changing business requirements or rules.
  • Define queues for incoming chats.

Email

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

SMS

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

Agent Assets

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

Payments

  • Provide information about a company’s registration as a merchant with a payment processing system.
  • Configure settings and specify data for the PSP(s) that a company uses for payments.
  • Define queues to use for payments.

Customers

  • 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.
  • Delete call recordings and chat messages that have been attached to customer contact records.

System

  • 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 Contact web interface for a particular organisation.
  • Upload media files to the system that can then be 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.

CRM Integration

  • Integrate Contact with third-party Customer Relationship Management (CRM) platforms to enhance the CRM capability provided to a company.

Related concepts
What I can see on my screen after I log in