The ContactWorld Main Menu page is the central navigation page for administrators and supervisors using ContactWorld.
The page provides links to each of the main ContactWorld areas as well as details about the ContactWorld product.
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When you log in to ContactWorld, you see the following web page:
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The ContactWorld user interface does not support Windows Internet Explorer 8 (IE8). If you are using |
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Section 1 (indicated by a "1" on the image) gives you two actions to perform. The first is Refresh. Clicking Refresh reloads the page. This is useful when you have been logged in for a while and wish to refresh to see the latest news and options. The second option is Logout. Clicking Logout logs you out of the system. You must then log back in to gain access to this admin area. | Info |
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| You should log out of the session when you have finished, or are moving away from your desk |
There is also a long number displayed in this section. This number is the version of Contact World that you are using. Every user of Contact World uses the same version of the product. This version number changes when we release new features and enhancement to our platform |
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Image showing the main Contact World Admin Page Image Removed Section 2 (indicated by a "2" on the image) gives you details of who you are logged in as, which account you are logged in to and the option to switch accounts if you have access to more than one account. In the example used here the account is TestF and the user us RobTestF Image Removed Clicking Switch Linked Account returns you to the account selection page. |
3 - News and Alerts
Section 3 (indicated by a "3" on the image) displays the latest news and alerts.
4 - Main Navigation
Section 4 (indicated by a "4" on the image) displays the main navigation section.
In this section are all of the areas you have access to.
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Note that the image shown on this page and what you see when you log in may differ. Features are restricted by licence type. |
5 - Drop Down Navigation
Section 5 (indicated by a "5" on the image above) displays the drop down navigation section.
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Alternatively, if you are using a mobile device you see the following web page:
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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.
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| The menu contains all the features of ContactWorld: | 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. | | Skill Management | Manage skills and assign skills to agents. For more information about managing skills, see Skill Management. | | Real Time | Previously called Service Control Suite. Live information screens for monitoring and managing calls, queues, service levels, agent states and group states. For more information about Real Time, see Real Time. | | Interaction Architect | Previously called Call Plan 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. | | Contact Manager | Manage customer contacts or synchronize data with your customer relationship management (CRM) system. Treat individual callers according to their purchase history, value, credit risk, call history and demographics. | | Stats and Reports | Previously called Statistics & Reports. Live and period reports delivered on screen and in timed emails. | | IVR Data Collector | Interactive Voice Response system to collect data from callers for output through web page, email and spreadsheet. | | Call Recordings | Previously called Call Recording Archive. Searchable by Dialled Number, Caller's Number, Agent, Date, and so on. | | System Audit | View system activity including log in attempts, agent and applet updates, and user access changes. | | System Settings | Manage short codes, Agent State configuration. For more information about system settings, see Editing System Settings. | | User Access | Previously called User Access Rights. Manage individual User access rights to the key modules of the NVM ContactWorld. For more information, see Configuring user access. |
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| To see help information, click the Help icon. |
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| The Help menu contains the following items: | Menu item | Description |
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| Documentation | A link to the product documentation. | | Tour the new UI | Contextual help for the new user interface. |
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| To see system information, click the System Info icon. |
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| The System Info menu contains the following items: | Menu item | Description |
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| Version | The current version of ContactWorld | | System Status | Previously called Service Performance. Links to the System Status site which shows live performance and availability of ContactWorld. |
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| To see user information, click the User Info icon. |
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| The User Info menu contains the following items: | Menu item | Description |
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Logged in Account | Details of the logged in user and their account. | | Revert to Classic | Click to use the classic ContactWorld home page. For more information see ContactWorld classic user interface | | Switch Account | This item is only available if you have access to multiple accounts. Click to log in using a different account. | | Logout | Click to log out of ContactWorld. |
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