Navigating the Call Center Admin
The Call Center Admin panel controls how calls are distributed among agents. Administrators can create call queues, assign agents, monitor call performance, and manage system settings.
The Call Center Admin panel controls how calls are distributed among agents. Administrators can create call queues, assign agents, monitor call performance, and manage system settings.
The Call Center Admin module is designed for administrators who manage the call center environment. It allows supervisors to configure call routing, manage agents, monitor queues, and review performance data.
The Call Center Admin module is designed for administrators who manage the call center environment. It allows supervisors to configure call routing, manage agents, monitor queues, and review performance data.
How to Access
Log into the system with administrator privileges, then click your admin profile in the upper right corner. Navigate the account options then select “Admin Tools,” where you access features like Minutes Top Up, Queue, IVR, and DID Numbers. Click “Call Center Admin” to manage Administrative functions.
Key Functions
Key Functions
Agent Management
Add or remove agents. Assign agents to call queues. Monitor agent availability.
Queue Management
In the Call Center Admin, agents can view the Queue Name, Queue Strategy, Answered Calls, Abandoned Calls, time Queue was created, and when it was last updated.
Call Monitoring
Call monitoring gives admins, agents and supervisors a real-time view of call activity, with details like caller number, destination number, and status (active/inactive).
Agent Statistics
The Agent Statistics section of the Call Center Admin allows supervisors to view agent status, and performance. This allows them to see the agents that are on active calls, and those who are waiting to be queued in. It also displays total talk time, and when the call status was last updated. To add an agent to the queue; Click on agent name (Use checkboxes to pick multiple agent) Click the “Select Status” button at the top Change status from; Available, On Break, Logged Out After selecting the preferred status, tap the “UPDATE STATUS” button to set up the agents With these settings, supervisors can now distribute calls to available agents, ensuring seamless customer support for incoming calls.
Best Practices
Distribute agents across queues to avoid call overload. Monitor abandoned calls to improve response times. Review call reports regularly.
Key Functions
Key Functions
Page Information – Displays key page details, including contact information and page tasks, helping administrators manage basic operational settings.
Page Information – Displays key page details, including contact information and page tasks, helping administrators manage basic operational settings.
Profile – Contains the public-facing details of the page, such as About, Website, Phone, Email, and Location. Within the Location section, administrators can enter the Street, City, Zip Code, State, and Country to ensure accurate business information is displayed.
Profile – Contains the public-facing details of the page, such as About, Website, Phone, Email, and Location. Within the Location section, administrators can enter the Street, City, Zip Code, State, and Country to ensure accurate business information is displayed.
Ratings – Shows user reviews and ratings, allowing administrators to monitor customer feedback and reputation.
Ratings – Shows user reviews and ratings, allowing administrators to monitor customer feedback and reputation.
Post Manager – Used to create, schedule, and manage posts published on the page.
Post Manager – Used to create, schedule, and manage posts published on the page.
Insights – Provides analytics and engagement metrics to help track page performance and audience interaction.
Insights – Provides analytics and engagement metrics to help track page performance and audience interaction.
Settings – Controls permissions and defines what users or administrators can do on the page.
This section helps streamline Facebook page management while maintaining control over content, user engagement, and administrative permissions.
Was this helpful?