Analytics and Performance Tracking

“Dashboard” Tab:

  • Here, you will see a weekly distribution of your organization’s calls.
  • The red bars represent incoming calls and the blue bars represent answered calls. The difference in between will give you an idea about your users’ call performance.
  • You can filter according to date and export a report.

     

    “Stats” Tab:

    • Here, you will see an hourly distribution of your organization’s calls.
    • The red bars represent incoming calls and the blue bars represent answered calls. The difference in between will give you an idea about your users’ call performance.
    • This chart shows the amount of calls you are receiving during the day.
    • You can filter according to date and export a report.
    • You will also see a per-user table which shows the performance of each user.

       

      Organization Level Settings

      Step 1:

      • Navigate to the Btn Config tab in your Organization Dashboard.
      • Here you will see the settings that you can manage for your organization.
      • The changes you make here will automatically be applied to every user in your organization.
      • If you would like to keep your users from changing these settings for their own profiles, simply check “Enforced” checkbox. Your users will see this setting as disabled in their own button configuration settings.

         

        Call Forwarding

        Forwarding Line:

         

        • Calls multiple direct lines at the same time
        • Looks like a direct line button to the end user
        • Can expand to allow a caller to choose video, audio, or chat
        • A forwarding line can be forwarded to multiple direct lines.

        Forwarding Line Provisioning:

         

        • Create a new user in your organization called “Sales”, “Support”, etc. to forward it to your employees.
        • Go to “Call Forwards” tab and define call
        • All of the recipients will get the calls at the same time.
        • Make sure to click “Save” button.
        • Tip 1: Make sure that the Forwarding Line is available at all times. If you define off hours or make it unavailable, it will direct all calls to “take a message” screen.
        • Tip 2: Pick up to 4 users to forward the calls to for the best performance.

        Super Button:

         

        • Expands into multiple options like. departments, people etc. to choose from.
        • Each option can either be a direct line or a forwarding line that calls multiple people.
        • Each option expands to allow the caller to choose video, audio, or chat.

        Super Button Provisioning:

         

        • Create a new user and call it “superbutton” etc.
        • Click “See Button Styles” of that user
        • Click “Edit” of the Rollup Button
        • Check the ”Super Button” box.
        • Select the call types that you would like to activate
        • Go to “Call Forwards” tab in your Organization Dashboard
        • Find the super button account
        • Select the lines that you want to display in your super button. The names of these accounts will be shown in the super button.
        • Make sure to click “Save”
        • To test the super button, click “See Button Styles”
        • Then click ”Test” to see your super button in action.
        • To get the button code, click “See Embed Code”

        User Management

        Step 1:

        • An organization owner has full access to the organization’s users and settings. Each organization can only have one organization owner that cannot be changed.
        • An organization manager can do all the operations an owner can do except:
          1. Manage an organization owner
          2. Change the access level of an organization owner
        • To make those changes first go to your organization dashboard by clicking “Organization Dashboard” in the top menu of your dashboard.

         

        Step 2:

        • Existing users are displayed under “Users“ tab.
        • Here you can manage the users in your organization.

         

        Step 3:

        • To add a new user, click “New User”.

        • You can also click “Import Users” to create multiple users at once.

         

        Step 4:

        • To change a user’s password and / or update their profile, click that user’s “Edit User” link.

         

        Step 5:

        • User roles can be changed from here. (Regular user or Organization Manager)

        • Profile links, photos and business logos can also be changed here.

         

        Step 6:

        • To see a user’s call history, simply click “See Calls” link next to that user.

        • Alternatively, you can go to the “Calls” tab, select the user and click “See User Calls” button.

         

        Step 7:

        • Click “Show Profile” to see a user’s profile page.

        • Click “Edit Button” to change a user’s button settings.
        • Click “Edit Schedule” to change a user’s weekly availability schedule.
        • Click “See Button Styles” to manage a user’s buttons.

        Please click here to learn more about the buttons and their implementation. 

         

        Step 8:

        Here you can click;

        • See Embed Code” to get the code of a button
        • Create New Button Style” to create a new button to that user
        • Edit“, “Delete“, “Test” or “Duplicate” an existing button

         

         

        Step 9:

        • To change a user’s current availability status, click on “Make Available/Make Unavailable” link.
        • To revoke the access of an organization user (to delete the user), click “Revoke Access” link.