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. |
| 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. |
| 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. For more information about Contact Manager, see Contact Manager. |
| 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 Audit | View 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 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. |