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Table of Contents

When you log in to ContactWorldthe NewVoiceMedia platform, you see the following webpage:

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

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Home page

The main area of ContactWorldthe NewVoiceMedia platform's home page contains two elements:

  • ContactWorld carouselCarousel
    The top of the home page includes a scrolling area that contains links to NewVoiceMedia news items. Click More info to open the news item in a new tab.
    Undismissed alerts also appear at the top of the carousel. For information about alerts, see NewVoiceMedia platform user interface.
  • ContactWorld componentComponents
    The bottom of the home page contains icons that represent ContactWorld NewVoiceMedia platform features. Click an icon to open the webpage for the related feature in the current tab.

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Banner

ContactWorldNewVoiceMedia platform's banner is always present as you navigate around different areas of ContactWorldthe NewVoiceMedia platform.

ContactWorld banner

Hamburger button

By default, icons and menu item names appear in the ContactWorld menu. Click the hamburger button to shrink the menu to display only icons. Click again to display the menu item names again. For information about the ContactWorld menu, see NewVoiceMedia platform user interface.

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Alerts are short messages about the status of ContactWorld NewVoiceMedia or your ContactWorld NewVoiceMedia platform account.

Click Alerts in the banner to view all alerts in the order of receipt—newest alerts appear at the top of the list. Alerts also appear at the top of the carousel, one at a time. Some alerts have a More info link. Click this link for more information relating to the alert.

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Menu itemDescription
Home HelpA link to the ContactWorld NewVoiceMedia platform user interface page within NewVoiceMedia Product Documentation.
Documentation HomeA link to NewVoiceMedia Product Documentation.
Product UpdatesA link to the Product Updates section within NewVoiceMedia Product Documentation.

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The Account menu shows the logged in user's name and ContactWorld NewVoiceMedia account, and the following options:

Menu itemDescription
Switch Account

Click to log in using a different ContactWorld NewVoiceMedia account.

This item is only available if you have access to multiple accounts.

LogoutClick to log out of ContactWorldthe NewVoiceMedia platform.

ContactWorld Account

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Menu

ContactWorldNewVoiceMedia platform's menu is always present as you navigate around different areas of ContactWorldthe NewVoiceMedia platform. The menu contains all the features of ContactWorldthe NewVoiceMedia platform.

The menu appears on the left side of the webpage, or at the bottom of the screen on a mobile device. By default, icons and menu item names appear in the menu. Click the hamburger button to shrink the menu to display only icons. Click again to display the menu item names again.

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

ContactPad is the main interface that agents use when handling interactions within ContactWorldthe NewVoiceMedia platform.

For information about ContactPad, see ContactPad.

Skill Management

Manage skills and assign skills to agents.

For 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 information about managing agreements, see Agreement Management Virtual Queues

Real Time

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

Stats and Reports

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

IVR Data Collector

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

System AuditView system activity including log in attempts, agent and applet updates, and user access changes. For information about System Audit, see Viewing system activity (System Audit).
System Settings

Manage passwords, single sign-on, short codes, agent states, and APIs.

For information about system settings, see Editing System Settings.

User Access

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

Salesforce AdministrationProvide Salesforce credentials to link your ContactWorld NewVoiceMedia platform account to your Salesforce account. For information, see Linking ContactWorld NewVoiceMedia to a Salesforce account.



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