Nautilus Contact Center Admin Portal Guide V1.0 – Nautilus Network Solutions Pte Ltd

After the user logged in. The main page will show the Real-time Dashboard. There are 3 categories in dashboards: Inbound Queue Daily Stats, Outbound Queue Daily Stat, and Hourly Report.

Inbound Queue Daily Stats

Total calls – Total incoming calls
Answered Calls – Total incoming calls that was answered
Answered Calls within 30s – The call was answered within 30s from the waiting queue
Abandoned Calls- Total incoming call that callers hang up without attended / miss calls
Abandoned Calls within 30s – Caller hang up the call within 30s
Total time – Defined the duration of all calls
Average talk time – Defined the average talk time for each call
Average wait time – Defined the average wait time of the customers
Answer Rate – Total calls answered divided by total calls
Answer Rate within 30s - Total calls answered within 30s divided by total calls
Abandon Rate – Total miss calls divided by total calls.
Talking – Understand how many agents is on the call
Waiting – Understand how many incoming calls that is waiting in the queue.

Outbound Queue Daily Stats

Total Calls – Total outgoing calls that made by agent
Answered Calls – Total outgoing calls that was answered
No Answer - Total outgoing call that was not answered
Total Duration – Defined the duration of all calls
Average Duration – Defined the average talk time for each calls

Administration

User can change some setting via the Administration section in Reporting Portal:

Extension – Agent’s extension name and number
Users – Agent’s portal login with different permission.
Agent Break Codes – Create or Edit Break code. Set the agent availabilities for each break code.
Time Groups – Change operating hours and operating days.
Skill Set – Add or remove agent from the skillset. Change agent penalty level.

Extension

Users

Admin has the access to change the user’s permission on Nautilus Portal via ‘’Users’’ management.

Via the User Management, Admin have the access to:

Change user’s Nautilus Portal password. Admin is not able to find out the user existing password but admin can change it at anything by selecting the user and click edit. Put the new password in the Password field and Confirmed Password field.
Change the user’s name
Change Agent/Admin permission
Change Agent/Admin access to view certain extensions and queue activities.
Change of user’s type: Extension, Agent, Admin (for Agent access, please select it as ‘’Agent’’, then it will show agent’s status on Agent session. For Admin, please select ‘’Admin’’, so they can have Administration rights.)

This is the default permission setup for Agent.

This is default permission setup for Admin.

Break Code

Time Groups

Admin manages the operation hours for each hotline or each call queue.

Skill Set

Admin can easily add, remove, and change the agent skill set for each queue.

To add agent into a queue -> click on edit on the queue, add the agent extension number after adding ‘P’. Example: agent 101 -> added as P101

Then admin needs to set the penalty/priority. If agent has ‘0’ penalty, the agent will receive the call first. Following by penalty ‘1’, then penalty ‘2’.

If agent 101 is the supervisor, he/she will receive the call only when all customer service officers are engaged, then agent 101 should have the highest penalty. Example: P101,2

After setting, click Save. It will take less than 10 minutes to update the server.

Combine Calls Details Report

Admin will be able to view all call details report via Combined Reports -> Complete details.

It will include below data:

Date
Caller ID
From - originated caller
To - destination of the call (DID number or extension or queue number)
Ext Name – Agent/user’s extension
Queue Name – call queue (sales, support, operation)
Direction – Inbound or outbound
Ring Time – Total ring duration (second)
Talk Time – Total talk duration (second)
Recording – call recording that can be play by just one click to download and play. The wav.file name will be q-{queue number}-{caller ID}-{date format YYYYMMDD}-{XXX}-{XXX}.{X}.wav
Call Status – Answered, No Answered, Busy, Failed

Admin can filter the complete details report with the below value:

1. Date Range - Click on the Date Range drobox to select date.

2. Disposition - Click on Disposition to view call status

3. Call Direction - Click on Direction to select inbound or Outbound

4. Caller ID and Call Destination - Input original caller number or extension number in ‘from” and ‘To’ for the Destination of the call. It is either DID number, extension number or queue number

5. Click on to download preferred report format to view.

6. Click on the recordings shown in to download the Wav.file and play the recording.

Outbound Call Report

Admin will be able to view all outgoing calls details report via Outgoing -> By Users.

It will include below data:

User - Agent/ User’s extension number
Name - Agent/ User’s extension Name
Total – Total of outgoing calls
Answered - Total of outgoing calls that was answered
No Answer – Total of outgoing calls that was no answered
AVG Duration –Average talk time

Admin can filter the Outgoing call details report with the below value:

Date Range - Click on the Date Range dropbox to select the date.
User – Click on User to select the agents/ users
Click on to download the preferred report format to view.

Inbound Call Report

Admin will be able to view all inbound call details report via Incoming -> By Users.

It will include the below data (exclude incoming call that came through Call Queue):

User - Agent/ User’s extension number
Name - Agent/ User’s extension Name
Total – Total of incoming calls to direct extension (excluding call that came through any Queue)
Answer - Total of incoming calls that was answered
No Answer – Total of incoming calls that were no answered
AVG Duration – Average talk time

Admin can filter the incoming call details report (exclude calls came through Call Queue) with below value:

Date Range - Click on the Date Range dropbox to select the date.
User – Click on User to select the agents/ users
Click on to download the preferred report format to view.

Real-Time Extension

Admin will be able to view all extensions connection status via Real-Time Extensions

Real Time Extensions -> Extensions.

It will enable to view real-time extensions status below:

Online -- Green colour
Offline -- Gray colour
Busy -- Red colour

Queues Section

Queue Performance – Reporting of Queue Performance

Admin can review and export the Queue Performance Report.

The information that including in the reporting:

Queue number
Total calls
Answered Calls
Abandoned Calls
Calls Serviced (%)
Total Ring Time
Mean Ring Time (Seconds)

Call Distribution Reports

Admin will be able to view all Distribution reports via Distribution -> {different filter}.

It can be filtered by:

Summary
By Queue – in each queue details
By Month – monthly report
By Week – week 1, week 2..week 54
By Day – it will show the date
By Hour – it will show hourly reading start from 8am.
By Day of Week – Monday to Sunday

Reporting for Distribution by Queue, Month, Week, Day, Hours, Day of Week

Step 1: Select the data range using Custom Range. Set the from date and time on the left-hand panel and to date and time on the right-hand panel

Step 2: Select the queue

Step 3: Click the search button

The distribution report generates total calls, answered calls, answer rate (%), Answer Rate (%) within SLA, talk time, average talk time, abandoned calls, abandon rate (%), abandoned after SLA, Abandon rate (%) after SLA.

This report will give admin the reporting on total handling time (talk time) and SLA on answering call and abandon call.

User can expend the call reporting by Click on the drop-down link of the Queue name to expand for more details.

User can simply click on the csv or excel button to download the generated report in their respective format.

With the drop-down of details, the agent answered calls in the queue are displayed in green, and abandon calls are displayed in red.

Queue – the incoming will be directed to a Queue then it will ring agents according to the ring strategy that pre-set.
Queue Name – The name of the Queue extension Name
Caller ID – Caller’s DID number
Date – the date and time of the incoming enter the queue.
Agent - incoming calls that was answered which extension number - PJSIP/ {extension number}
Status – Answered call or Abandon call
Green colour cell is indication of the call status is answered.
Red colour cell is the indication of the call status is abandoned.
Summary: will give the total count for incoming calls, answered calls, answered rate, abandon calls and abandon call rate.

Agent Reports

In this section, admin can view agent Real-time status, agent session history and agent performance reporting.

Agent Session

This will show a real-time agent and Webphone status.

Please refer to the table for detailed explanation of each agent break code and phone status.

Agent Session History

This will give reporting on agent break code status. It will give admin the details of the session and it can be downloaded as an excel file.

Agent Performance Report

Admin can easily view and download the agent performance report that can be filter by custom date.

It will list out all extensions number. Then display the performance of agent such as

Total calls
Answered calls
Abandoned calls
Call serviced (%)
Total Ring Time
Mean Ring Time (seconds) – average ringing time
Total talk time / total handling time
Mean talk time/ average talk time

User Responsibilities

User should setup a password that is more secure: a combination of upper-case letter, lower-case letter, symbol and numeric. For example: wTet607s@&
Agent must always logout from Nautilus reporting portal when the user is not using the system.

If you have questions, feel free to send us an email at support@nautilus-network.com

Getting Started

Dashboard Overview