Softphone.Pro Team - Company settings
In the Team Dashboard on the Settings - Company page there are settings for:
- analytic reports data;
- Call Log behavior;
- Dashboard appearance and data.
Reports settings
This section combines settings controlling data in the analytic reports.
- Duration of a successful outgoing call - value in seconds. The setting affects reports' data and allows for filtering out unsuccessful calls (shorter than parameter value) and seeing a number and % of successful outgoing calls.
- Threshold value for SLA - value in seconds. Sets the metric for evaluating call center performance. SLA and other call center performance indicators are described in our blog.
- Use only successful calls for the "Incoming Missed Calls Processing" report (column "Agent called back") - should the tick be on, the call in the "Incoming Missed Calls Processing" report will be marked as "Requiring Attention" even if an agent called the client back but the call lasted less than Duration of a successful outgoing call parameter value.
Call Log settings
This section combines settings affecting Call Log in Team Dashboard.
- The threshold value for joining inbound calls - value in seconds. Inbound calls to multiple operators can be combined in the Call Log. When combining a large number of calls you might see call limit exceeded warning.
Call log example without joining calls:
Call Log example with joined calls:
- Time interval for agent's status timeline chart - value in seconds. If a call in the call log has the "unanswered" status, you can see what status the operator had before and after the call. Set the boundaries of the time interval for analyzing the reasons for the missed call.
30 second interval example:
- Supervisor tags - Supervisors and Administrators can mark the calls with a special tag. Supervisor tags are explained here.
Call Log example with a marked call:
- Play dual-channel call recording in mono - if disabled each side of stereo call recordings plays in a different channel (Agent in one ear, Client in the other). If enabled the recording is played in one channel (useful if you use an earpiece or a single speaker).
Agents' Dashboard data settings
Agents can get limited access to Team Dashboard. Settings in this section determine data they have access to.
- Hide numbers from agents - phone numbers can be hidden from Agents in the Dashboard. There are 3 settings:
- Show last 4 digits: Agents see only last digits of the phone number in their Dashboard;
- Hide numbers: phone numbers are fully hidden in the Agents' Dashboards;
- Show numbers: Agents see full numbers in their Dashboards.
Example 1 (last 4 digits are shown):
Example 2 (numbers are fully hidden):
This setting hides numbers in the Team Dashboard. To hide numbers from Agents in softphones on their PCs, use this manual.
- Hide audio and video recordings from agents - if enabled, Agents can't access their call recordings and screen captures in the Dashboard.
Call Log example with recordings hidden from Agent:
Appearance settings
- Hide offline Agents - if enabled, Dashboard graphic won't show offline Agents.
Setting is disabled:
Setting is enabled:
- Logo - upload your company logo. It will be shown in the Dashboard on the login and loading pages, and in the top-left corner.