About this user guide

This guide provides information on how to manage your contact center and instructions for employees and supervisors regarding daily use of MiContact Center Business desktop applications, including CCMWeb, Contact Center Client, Forecasting, Interactive Contact Center, Interactive Visual Queue, the MiCollab and Ignite integration, Contact Center Softphone, Contact Center PhoneSet Manager, Flexible Reporting, Workforce Scheduling, Schedule Adherence, and Employee Portal.

This guide provides information on how to manage your contact center and instructions for employees and supervisors regarding daily use of MiContact Center Business desktop applications, including CCMWeb, Contact Center Client, Interactive Contact Center, Interactive Visual Queue, the MiCollab and Ignite integration, and Flexible Reporting.

The MiVoice Analytics User Guide provides information on how to use MiVoice Analytics to track and report your telephone system costs.

To report an issue with this document please email [email protected].

MiVoice Analytics

MiContact Center Business

This chapter describes
  • The layout of the user guide
  • Document conventions
  • Where to find information and troubleshooting assistance

Contact Center Concepts

This chapter describes
  • The basics of ACD
  • The basics of ring group call distribution
  • The inbound contact center environment
  • How resources interact to process interactions

MiVoice Analytics Concepts

This chapter describes how to
  • Track phone use
  • Reconcile carrier bills
  • Bill back departments
  • Detect toll fraud

Contact Center Planning and Management

This chapter provides information on how to plan and manage your contact center, including how to
  • Establish a corporate Service Level objective
  • Collect data
  • Forecast the Call Load
  • Calculate the resources required
  • Schedule agents
  • Determine contact center costs

MiVoice Analytics Planning and Management

This chapter helps you determine which configuration scenario best suits your company
  • Extension based costing
  • Account Code costing
  • Contact center costing
  • Contact center costing with 'hot desking'

Getting Started

This chapter describes how to
  • Specify user preferences in CCMWeb
  • Configure email contacts in CCMWeb

Configuration

This chapter describes how to
  • Configure Enterprise settings, schedules, and security
  • Configure MiVoice Analytics devices
  • Configure Subscriber Services devices

Real-time monitors

This chapter describes how to
  • View real-time agent and queue statistics on real-time monitors
  • View and manage callbacks
  • View ports
  • View web pages
  • View historical real-time events
  • View extension statistics
  • Configure alarms for agent and queue performance
  • Customize monitor display characteristics
  • Build marquee monitors and broadcast statistics and messages
  • Chat online with co-workers and supervisors
  • Alarm on call thresholds in real time

Forecasting

This chapter describes how to
  • Create forecasts
  • Export forecasts to Excel and Workforce Scheduling

Data-mining

This chapter describes how to
  • Search for SMDR event records
  • View the historical real-time events that occurred on a particular date, in the sequence they occurred

Subscriber Services

This chapter describes how to
  • Subscribers
  • Subscriber plans

Traffic Analysis

This chapter describes how to
  • Set up the telephone system and YourSite database so you can collect data and run reports on the traffic data stream

Interactive Contact Center

This chapter describes how to
  • Control the availability of agents, queues, and extensions

Interactive Visual Queue

This chapter describes how to
  • View calls within queues and move calls from busy queues to less active queues
  • Call back abandoned callers

Contact Center PhoneSet Manager and Contact Center Softphone

This chapter describes how to
  • Handle calls using Contact Center PhoneSet Manager, Contact Center Softphone, and Contact Center Client

MiCollab Client and Ignite integration

This chapter describes how to
  • Use MiCollab Client with Ignite for voice handling

Flexible Reporting

This chapter describes how to
  • Design your own report templates and customize existing reports

Workforce Scheduling

This chapter describes how to
  • Schedule agents
  • Measure employee adherence to schedules
  • View and trade shifts online and request changes to schedules

CTI Developer Toolkit

This chapter describes
  • Common uses of the CTI Developer Toolkit
  • Examples of how to use the CTI Developer Toolkit to customize applications
Parent topic: MiContact Center Business
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