Call Center Manual for Administrators

With this simple Call Center Manual for Administrators ✅ you will learn in a professional way the operation of the complete ☎ telephone panel.

We will then help you manage the activity of your new call center/voice telephone system.

If you want to know how the call center system works at user level, please consult our phone agent manual. With respect to this article, the call center manual that we address this time focuses on explaining the functions of administrators for SAC and CAU. Let’s get started!  

 

How to access the Call Center Web Panel? – Call Center Manual

To access the web dashboard we must enter the web address: https://centralita.gesditel.es or click on this link. Once in the panel we have to register using the username and password that our assigned consultant will send us, and we will click on the green button called “Login.”  

 

 

How to configure the Call Center Panel?

Controlling certain aspects of the call center panel of our system will allow us to make a configuration and management adapted to our needs. In this call center manual we will learn the main functionalities of the call center panel among which we highlight: agents summary and queues summary.  

 

1. What can we configure in the Call Center Agent Summary?

 

 

By clicking on the Agents option in the call center panel we will access the agents’ status screen where you will get real-time information about:

1 – Agent positions: we indicate the agent positions and their occupation. This option will only be available for companies that need multifunctional positions where any telephone agent can be registered. From here you get information about who is linked to each position at that moment. In cases where there is no one linked to a position, “No agent” will be displayed.

2 – Registered Agents: information about the telephone agents that are registered in the system will be reported. In addition, information about their status within the call queues will be displayed (active=green; paused=orange; out of queue=red; in conversation=blue), as well as how long they have been in this status.

3 – Agents without registration: shows the agents that are currently not registered in the system, as well as their status within the call queues. Workstations operating on mobile lines will always be shown under this title (unregistered), as they have no IP registration with the system. That does not influence their queue status, as they may not be registered with the system, but available within a queue.

4 – Agent Status Summary: the green dashed area indicates a summary of the total number of agents in each of the statuses noted in item 2 of this heading.

5 – Agent options: by clicking on any of these buttons you can perform actions on an agent, such as changing the status of an agent (pause it, put it in or out of a queue), display the queues of which it is a member, view its status history or view a detailed report of that agent).  

 

2. What can we manage in the Call Center Queue Summary?

 

After clicking on Queue summary we will access to the call center panel in real time about the queues status.

This panel shows real time information about the status of each of the call queues, as well as the global summary of all queues.

By clicking on any of the green buttons we can enlarge the window to full screen.

Many of our customers place this call center panel in their call center room so that agents and administrators can see the telephone statistics in real time.

Click on any of the green buttons to enlarge the window to full screen.  

 

 

By clicking on the light blue icon with the gear it is possible to modify some parameters to show or hide telephone statistics.  

 

How to manage Call Center Statistics?

Effective management of the commercial activity or customer service of our company requires that we are able to analyze the call center statistics section to obtain more detailed data far beyond vaguely knowing that a certain volume of calls have been made or attended to.

Call center statistics are able to provide data that will allow, for example, sales team or customer service managers to have a complete view of the activity carried out in the company during a given period and the agents involved. Call center statistics will therefore allow these companies to follow the evolution of their employees’ performance or to identify improvements to be made.

Having access to call center statistics at all times is a great advantage to follow the course towards sales and customer service objectives. To this end, we will see below how to access and manage: queue statistics and agent statistics (agent status history and agent reports).  

 

1. How to manage Call Center Queue Statistics?

 

By clicking in the Queue Statistics section on the first option indicating All Queues we will access the report of the call queues that is reflected in the screen below.

This report generates exactly the same information as the Agent Statistics report, but focuses on the call queue rather than the phone activity of one or more agents. It will display information about all calls coming in from the system from one or more call queues.  

 

 

From this area you will visualize the real-time status of all queues or of a particular queue.

1 – Name of the queue in the report.

2 – “Statistics” button: will take us to “queue statistics.”

3 – Option hide queues without calls. This option is only available from “All Queues”. Checking it does not take into account queues that are not currently receiving calls to generate statistics.

4 – Percentage of queue capacity utilization.

5 – Real-time graph with attended and waiting calls.

6 – Real-time summary of queue status. Shows the queue availability and occupancy percentage, the number of queued and unregistered agents and the availability of the agents in the queues.

7 – Status of each agent. Displays information about the status of the agents in the call queues (active=green; paused=orange; out of queue=red; in conversation=blue), as well as the time spent in this status.  

We have the option to use the filters provided by the system to obtain a much more detailed queue statistics report. We access this function by clicking again on the Queue Statistics option in the left sidebar and then on Filter, at the top of our screen, as we indicate below:  

 

 

  You will then see a screen with all the available filter options:

• DATE: from – to. By default it will offer us data for today, but we can change the dates by clicking on the calendars and pressing filter to confirm.

 

 

• TIME: from – to. By default it offers us data from 00:00 of the first day selected until 23:59 of the last day we indicate. If we want to know the information of a specific time period, we can change the hours and minutes by clicking on the drop-down menu in this section as shown below. Do not forget to click on the Filter button to confirm that it shows data for the desired time period:

.  

• CALL QUEUING: we put the cursor on the queues section and then the drop-down list opens with all the available queues to get data from them. Select the ones you need and click on Filter to confirm your selection.

   

• GROUP DATA: in our final graph and statistics, we have the option to group the data: by time (this is the default grouping), by day of the week or by day of the week and hours. We can make our own grouping by changing the option in the drop-down as shown below. To confirm, we can not forget to click on the Filter button:

   

• JOIN CHARTS: finally, we have the option to join charts. This is very useful in the case that for example we have selected to view data from several different queues. In this case, if we click on the Join graphs option, the result will be a single graph that will combine the data from all the selected queues with the date and time filters that we have indicated. In case we do not select the Unite graphs option, we will obtain as a result a graph and statistics for each queue and separately.

 

 

As a result of our selection of filters, we will obtain the data of the calls in the period we want:

– Number of answered and unanswered calls:

– Percentage of answered and unanswered calls. – Average call waiting time.

– Average talk time on calls.

– Actual talk time in total of all recorded calls.

– Maximums: indicates the time frame in which there were the most answered and unanswered calls, and counts them.  

This information is provided in the form of a table where all the data is counted and also, in a more visual way, in a graph:  

 

 

The data of the graph(s) resulting from our selection of filters, can be downloaded as .XLS or .CSV files by clicking on the option below:  

 

 

The downloaded file will be a report that looks something like this:  

 

 

If we wish to obtain an even more visual report as the one shown on our computer screen, we have the option to print this view directly by selecting Print in our browser.

To do this we go to the top right of our screen, and in the 3 points that we indicate, the browser options will be displayed, among which is the Print option:

 

As a result we will obtain in this case a report similar to this:  

 

 

2. How to manage Agent Statistics?

From the main call center panel, we will access the tab: status history or agent reports to obtain all the agent statistics that can provide us with useful information.  

 

2.1. How to manage Call Center Agent Statistics?

 

By clicking on Status History we can visualize detailed reports about the status of an agent with respect to the call queues.

 

 

By clicking on this status history you can view detailed reports about the status of an agent with respect to call queues. Clicking on this button will open this panel from which we will be able to filter the following parameters:

1 – Report start date:

2 – End date of the report.

3 – Start time of the report.

4 – End time of the report

5 – Agents on which to obtain the report. It is possible to multiselect by pressing the Control (CTRL) key and clicking on the agents that we want to add to the report; or by clicking on the “select all” or “select none” buttons.

6 – States to present in the report: you can leave it in “choose a state” to see all the states through which the agent has passed, or also select only one state (available, paused or out of queue)

7 – Filter button: it is the one that we must press when we have delimited the filter of the report so that it is generated.

8 – Clicking on this blue icon will download a file in CSV format with the requested information.  

If we prefer to visualize the information graphically, we can press the button A (View table). Doing so will generate a graph in which you will be able to see the information in different colors:  

• Green: the time that the agent/agents were available.
• Orange: the time that the agent/agents were available.
• Red: the time the agent/agents were paused.

 

2.2. How to manage Call Center agent reports?

By clicking on agent statistics we will access a panel with blank statistics. First we must click on the light blue “Filter” button to generate the statistics. This will take us to the following window:

 

1 – Filter by start and end date

2 – Filter by start and end time

3 – Filter by agent (allows multiselection)

4 – Option to group data, we can select between:

• Time: useful to determine which are our peaks of telephone attention according to hours.
• Day of the week: allows us to know which are the busiest days.
• Day of the week: allows us to know which are the busiest days.
• Day of the week and time: shows information about each day in different time slots.
• Day of the week and time: shows information about each day in different time slots.

5 – Option “Join graphs”: selected this option generates a single graph with information about the selected range of dates and times. If not selected, it generates a different graph for each day / time range.

6 – Option “hide empty graphs”: selecting this option will hide empty holes where there is no telephone activity (e.g. closing times of your company).

7 – Filter button: clicking it will generate the report with the parameters entered.

8 – Graphs generated.

9 – Reports on incoming and outgoing calls.

10 – Download report button in CSV format.  

 

Which are the Call Center Functions?

Beyond being a call center system for managing inbound and outbound calls, the call center functions will allow this to be a true engine of productivity and improved customer satisfaction.

Each company must take into account its own needs and objectives when choosing the most appropriate tools for the management of its teleoperators, but certain features are essential to have an efficient and productive call center system.

We will see below in this call center manual how to configure certain essential functions for an adequate control and management as offered in GESDITEL:

 

1. How to assign and unassign agents to call queues in a Call Center?

To assign and unassign agents to queues, from our administrator control panel, we choose the specific queue to which we want to add or remove agents, in the example, we choose COVID JEREZ. Once inside the queue, we click on the Members option to see the agents that are assigned to that queue.  

Once we click on the Members option as we saw in the previous screen, we access a screen where we can see all the agents registered. The agents that are selected are those that are assigned to the queue.

If we select more agents, they will be added to this queue and the ones we deselect, will be unassigned from the queue.

We can’t forget to click on Save our final selection of agents for the queue.  

 

2. How to get an agent out of the call queue in a Call Center?

To remove agents from a queue, we can do it as in the previous point (unassigning agents from the queue in particular), although we can also do it quickly in the following way: From the main call center administrator panel, click on the Agents tab that we find in the list on the left side of our screen:.

Once we can see all the agents that are registered in our system, we look for the specific agent that we want to modify.

Once we are in the window of the agent that we want to edit, click on the three dots that appear in the upper right part of the window of the respective agent. Among the drop-down options, we will select the first one, which indicates Show queues of which it is a member.

Let’s look at the steps described below:  

By clicking on the option Show queues of which it is a member, as indicated in the previous step, we will access a new window where we will be informed of the queues of which this agent is already a member.

In this window, simply by clicking on the option Remove from this queue, we can make that the agent in particular is out of a particular queue.  

 

3. How to listen to calls in a Call Center?

Another call center feature is the ability to listen in on calls. It can be done in real time from the terminal or listen to recordings, this can be done from the administrator panel.

We will explain below step by step how to listen to calls according to the highlighted options.

From the administrator control panel, we have the option to listen to the recordings of calls made and received at a later time. these call recordings are saved by the system in the Call log section.

 

 

By clicking on listen, we can access the complete recording from the beginning of the recording (even before the agent answers) until the moment the customer hangs up the call.

 

 

Finally, if we click on the arrow option, automatically this recording will be saved in our computer.

 

 

As indicated above, we also have the option to listen to calls in real time: listen to a call, listen and talk to one of the callers or make conferences to 3. These are possible options to be made from the telephone terminal, not from the administrator panel.

To listen to calls in real time, we must access to the conversation by dialing in our terminal the keys *26 and extension of the agent we want to listen to.

Initially, by executing this action we will enter in listening mode of the conversation in progress, but we will not be able to intervene in it (spy).

Anything we comment will not be heard by any of the interlocutors. If we want to intervene in the conversation, we have 3 options:  

 

3.1. How to talk to the other party from the listening mode in Call Center?

Once we are in listen mode [*26+extension], we must dial digit 1 on our terminal. It would look something like the following:  

*26

235

1

  In this case the agent will not hear the person eavesdropping, but the caller on the call will be able to hear what they say.  

 

3.2. How to use the whisper function in Call Center?

Once we are in listen mode [*26+extension], we press key 2. It would look something like the following:

 

*26.

235

2

 

This option allows the agent to listen to the person eavesdropping, but cannot be heard by the caller of the call.

The call center feature known as call whispering, for example, will allow a team manager or call center manager to listen in or even intervene live on a phone call to give directions to the agent without interrupting the conversation and without the caller being aware of it.

These types of functions are very useful during the training of sales or customer service team agents. Likewise, it is an excellent way to move from theory to practice faster for new agents, who will be guided in case of difficulty during a sales call.

 

3.3. How to use 3 way conferencing in Call Center?

Once we are in the listen mode [*26+extension], we press key 3. It would look something like the following:

 

*26

235

3

 

This option allows the agent and the caller to listen to the eavesdropper, so that everyone is involved in the call.

The 3-way conference or multiconference feature, allows the user to turn any call into a 3-way call with the press of a key. In general, 3-way calls tend to be impromptu conversations and are not set up in advance. In the work environment, it is very useful in situations where agents on a call realize they need a third party to obtain specific information, make decisions or provide status updates on a project. Agents or employees can also use this feature when they want to share information with multiple team members at the same time. Customer service managers can turn a call with an angry customer into a three-way call with a superior to resolve issues. And technical support agents can redirect issues to a supervisor, while remaining on the call to provide additional information.

The three-way or multiconference call also allows you to control when the third party enters and exits the call. The person in question can step in whenever an agent needs additional help or information, and the agent can continue the conversation with the first participant after that person exits the call.  

 

3.4. How to return to the “spy only” function in Call Center?

To exit any of the three options listed above: talking to the other party, whispering to the extension (agent) and conference to 3 (or conference call), dial “0” (zero) on the keypad of our terminal. After doing so, the administrator’s status will be in the eavesdropping-only mode (the administrator is not heard by either the agent or the other party).

To exit the eavesdropping-only mode, dial “0” (zero) on the keypad of our terminal.

 

How to manage the Call Log?

The call center software reports significant advances all with respect to the control and quality of the calls made that we can consult in the Call Logging section.

Thanks to this, the service has improved in many aspects for the benefit of both the customer and the companies. Therefore, it is of great importance to pay attention to data such as those listed in this Call Log section in order to evaluate the level of service so that the engagement of any line of business in a call center can be maintained and strengthened.

To access the call logging feature, from the call center administrator panel, we go to the tab indicated with the same name on the left side of the screen:

 

We use the filter button to access the information we are looking for more quickly:  

We have the option to do a very fine-tuned search by filtering by:

• Origin: landline, mobile or extension number from where the call has been made.
• Destination: number to which the call was directed (landline, mobile or extension).
• Date: date range from which we want to subtract the information (day, month and even time).
• Answered / unanswered.
• Filter by call found on a given entry number.
• Filter by queues (call groups): it allows us to know how many calls have entered or left by queue and even by agent.

    Once the filters are applied and the desired information is obtained on the screen, we can download the same in a .csv file as a report.  

 

If we want to perform another specific search next, we clear the previous filters and start over:  

 

How to manage the Call Center Voicemail?

There are other interesting functions that can be managed from the telephone terminal such as Voicemail: listen to new messages, listen to saved messages, receive messages by email.

We indicate everything necessary to configure and manage our voice mailbox from our telephone terminal in the article Manual GESDITEL Virtual PBX.

Manual GESDITEL Virtual PBX. This is a Call Center Manual for Administrators. Note that this article on Call Center System is set up for configuration from the administrator panel. For the configuration at user or agent level, you can consult our phone agent manual.

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