When you log in to ContactWorld, you see the following web page:
Internet 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.
The menu contains all the features of ContactWorld:
| 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. For more 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. |
| 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. |
To see help information, click the Help icon.
The Help menu contains the following items:
| Menu item | Description |
|---|---|
| Documentation | A link to the product documentation. |
| Tour the portal | Contextual help for the user interface. |
To see system information, click the System Info icon.
The System Info menu contains the following items:
| Menu item | Description |
|---|---|
| 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. |
To see user information, click the User Info icon.
The User Info menu contains the following items:
| Menu item | Description |
|---|---|
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. |