| Menu item | Description |
|---|
| 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. For more information, see Stats and Reports. |
| 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. |
| Salesforce Administration | Provide Salesforce credentials to link your ContactWorld account to your Salesforce account. For more information, see Linking ContactWorld to a Salesforce account. |