Motion

Monday 2:30 PM- 3:30 PM VCC Training

Xcally Motion

· Dashboards

· Go in and see your dashboards (Make this the first thing in the explanation)

· Possibility of margins the multiple dashboard into one

· Best use for start off daily; use the main dashboard

· Always keep an eye on your dashboard, looking for basic alerts then to move further for more details

Channel “Realtime”

· Change to online and watch here for more details

· Resizing to see more info

· What the ‘*’ means in the status

· Detail out the statuses

· Queues Section

· Manually adding and removing agents

· Queues Section

· incoming and when and agent answers; useful for high call volume times and to service levels

· Queue parameters

· Shows more details then the dashboard

· Useful for end of day or end of shift and looking for abandons

· Queue abandons

· Use in conjunction with the reporting. Useful for further investigation of calls from the vcc reports.

· Just for visual reference and research, DO NOT change anything.

ChanSpy- Explain Spy Channels

1. How they operate

1. Ways to use – Useful for training

Open Answer

· Explain the difference in Admin vs. Operator Log ins

· Explain the recent call list on welcome screen