Versions Compared

Old Version 11

changes.mady.by.user Helen Griffith

Saved on

compared with

New Version 12

changes.mady.by.user Helen Griffith

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

When you log in to ContactWorld, you see the following web page:

ContactWorld home

Note
titleInternet Explorer 8

The ContactWorld user interface does not support Windows Internet Explorer 8 (IE8). If you are using IE8 you are redirected to the classic interface. For more information about the classic interface, see ContactWorld classic user interface.


Alternatively, if you are using a mobile device you see the following web page:

The homepage shows NewVoiceMedia and product news headlines. Click any of the items to open the article in a new tab.

The menu appears as icons on the left of the page, or at the bottom of the page on a mobile device. Move your mouse pointer over the icons to expand the menu.

Section
Column
width60%

The menu contains all the features of ContactWorld:

Menu itemDescription
HomeLink to homepage. Click Home at any time to close the menu and return to the homepage.
Skill Management

Manage skills and assign skills to agents.

For more information about managing skills, see Skill Management.

Agreement Management

Configure agreements to enhance skills based routing and prioritize interactions based on their service level agreement.

For more information about managing agreements, see Agreement Management

Real Time

Monitor and manage calls, queues, service levels, agent states and group states using live contact center information. For more 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 more information about Interaction Architect, see Interaction Architect.

Stats and Reports

Configure and run reports to be delivered on screen and in emails. For more information, see Stats and Reports.

IVR Data Collector

Configure the Interactive Voice Response system to collect data from callers. For more 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 more information about the Call Recordings, see Call Recordings.

System AuditView system activity including log in attempts, agent and applet updates, and user access changes.
System Settings

Manage short codes, Agent State, Passwords and Single Sign-On.

For more information about system settings, see Editing System Settings.

User Access

Manage individual User access rights to the key modules of the NVM ContactWorld. For more information, see Configuring user access.

Salesforce AdministrationProvide Salesforce credentials to link your ContactWorld account to your Salesforce account. For more information, see Linking ContactWorld to a Salesforce account.
Column
width40%

Menu 

Section
Column
width60%

 To see help information, click the Help icon.

Column
width40%

Help

 The

The Help menu contains the following

items

item:

Section
Column
width60%
Menu itemDescription
DocumentationA link to the product documentation
.Tour the portalContextual help for the user interface
.
Section
Column
width60%

 To see system information, click the System Info icon.

Column
width40%

System Info 

Section
Column
width60%

 The System Info menu contains the following items:

Menu itemDescription
VersionThe current version of ContactWorld
System Status

Previously called Service Performance.

Links to the System Status site which shows live performance and availability of ContactWorld.

Column
width40%

System Info menu 

Section
Column
width60%

 To see user information, click the User Info icon.

Column
width40%

User Info 

Section
Column
width60%

The User Info menu contains the following items:

Click to use the classic ContactWorld home page For more information see ContactWorld classic user interface
Menu itemDescription

Logged in

Account

Details of the logged in user and their account.Revert to Classic.
Switch AccountThis item is only available if you have access to multiple accounts. Click to log in using a different account.
LogoutClick to log out of ContactWorld.
Column
width40%

 User info menuImage Modified