Audio Monitoring
This article assumes you are logged into the Manager Portal as a Call Center Supervisor. If you do not know your login name or password, please click here or contact CallHarbor Support . Glossary Types of Audio Monitoring Rules Start a Monitoring Session (Listen) Whisper Barge Glossary Agent - the phon…
Call Center Agent Portal Guide
Overview Accessing the Portal Call Center * The Navigation Bar * My Queues * My Graphs * Status * Login Method * My Statistics * Recent Call History Window * Profile Messages * Voicemail New Saved Trash * Chat and SMS * Settings Contacts * Filter Contacts * Search Contacts * Message Contact…
Log In and Out of Queues
Agent Status * Types * Status Online Single Call Offline End Shift Lunch Break Meeting Other Portal * Your Extension Status All Queues * Another Extension Status All Queues Specific Queue Web Softphone * Status * All Queues * Specific Queue Agent Status Agent Status is a use…
Call Center
This article assumes you are logged into the Manager Portal as a Call Center Supervisor, Site Manager, or Office Manager. If you do not know your login name or password, please click here or contact CallHarbor Support . What is the Call Center? Call Queues * Active Calls * Callers Waiting Pick Up Call …
Call Center Email Reports
This article assumes you are logged into the Manager Portal as a Call Center Supervisor, Site Manager, or Office Manager. If you do not know your login name or password, please click here or contact CallHarbor Support . What are Call Center Email Reports? Access Email Reports Add Email Report Edit Email Rep…
Call Center Report Definitions
Queue Stats Agent Stats Agent Availability Dialed Number Stats Abandoned Calls Queue Stats Call Volume (VOL) – Number of calls originating through a call queue. Includes answered calls, abandoned calls, forwards, voicemail, and assisted calls handled. * VOL = CO+FWD+VM+AST Calls Handled (CH) – Number of c…
Call Center Reports
This article assumes you are logged into the Manager Portal as a Call Center Supervisor, Site Manager, or Office Manager. If you do not know your login name or password, please click here or contact CallHarbor Support . Access Call Reports Settings * General Settings Service Level Agreement * Custom St…
