Menu item | Description |
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Home | Link to homepage. Click Home at any time to close the menu and return to the homepage. |
ContactPad | ContactPad is the main interface that agents use when handling interactions within the NewVoiceMedia platform. For information about ContactPad, see ContactPad. |
Skill Management | Manage skills and assign skills to agents. For information about managing skills, see Skill Management. Agreement Management |
Virtual Queues | Configure agreements virtual queues to enhance skills based routing and prioritize interactions based on their service level agreement. For information about managing agreementsvirtual queues, see Virtual Queues. |
Real Time | Monitor and manage calls, queues, service levels, agent states and group states using live contact center information. For information about Real Time, see Real Time. |
Interaction Architect | Design call flows using announcements, timetables, IVR Menus, CTI Routers, Integration APIs for third parties. For information about Interaction Architect, see Interaction Architect. |
Stats and Reports | Configure and run reports to be delivered on screen and in emails. For information, see Stats and Reports. |
IVR Data Collector | Configure the Interactive Voice Response system to collect data from callers. For information about the IVR Data Collector, see IVR Data Collector. |
Call Recordings | Search call recordings by Dialled Number, Caller's Number, Agent, Date, and so on. For information about the Call Recordings, see Call Recordings. |
System Audit | View system activity including log in attempts, agent and applet updates, and user access changes. For information about System Audit, see Viewing system activity (System Audit). |
System Settings | Manage passwords, single sign-on, short codes, agent states, and APIs. For information about system settings, see Editing System Settings. |
User Access | Manage individual User access rights to the key modules of the NewVoiceMedia platform. For information, see Configuring user access. |
Salesforce Administration | Provide Salesforce credentials to link your NewVoiceMedia platform account to your Salesforce account. For information, see Linking NewVoiceMedia to a Salesforce account. |