Introduction
Welcome to our quick guide on how to use the Nautilus Contact Center Enterprise Admin Portal. In this article we will be going over the different inclusions in this supercharged version of our Reporting Portal, including a thorough walkthrough of how administrators can set up their agent extensions and skill sets.
Table of Contents
- Agent Session
- Agent Session History
- Agent Session Summary
- Agent Performance Report V2
- Agent Outgoing Performance Report
Getting Started
Step 1: Log in to your Nautilus Reporting portal via Google Chrome browser or FireFox.
- Log in with your user ID and password
To access the Nautilus portal, follow the link provided by Nautilus. Our software only works with the latest version of Google Chrome.
Google Chrome ✅
Internet Explorer ❎
Safari ❎
FireFox ❎
Troubleshooting
If the WebPhone is not fully loaded, the user will be required to do simple troubleshooting.
- Click on the ‘lock’ icon on the browser.
- Click ‘Clear data’ -> to clear all the caches and cookies.
- Ensure that you are using the latest version of Google Chrome.
- Check the permissions on your browser setting to ensure that the following permissions below are granted:
- Microphone – Allow
- Notifications - Allow
- Pop-ups and Redirects - Allow
- After that, reload the page by clicking CTRL + F5 button.
Dashboard Overview
After successfully logging in, the user will be presented the Real-time Dashboard. There are 3 categories in the Dashboard: 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 were 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 hung up the call within 30s
- Total time – Defines the duration of all calls
- Average talk time – Defines the average talk time for each call
- Average wait time – Defines 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 missed calls divided by total calls.
- Talking – Shows the total number of agents actively on a call.
- Waiting – Shows the total number of calls waiting on queue.
Outbound Queue Daily Stats
- Total Calls – Total outgoing calls that made by agents
- Answered Calls – Total outgoing calls that were answered
- No Answer - Total outgoing calls that were not answered
- Total Duration – Shows the total duration of all calls
- Average Duration – Defines the average talk time for all calls
Wallboard
The Wallboard is a key feature of our Contact Center Solution that allows you to see important details regarding performances of your different departments in real time. It shows everything from your Realtime Queue Performance, RealTime Agent Status, and Realtime Agent Performance.
Our wallboard is designed to offer important information at a glance. There are different sub-tabs that break down as follows:
The Queue Wallboard shows you the performance of your individual queues. It shows the total calls made, how many were handled, abandoned, abandoned before the service level agreement, abandoned after the SLA, how many agents are in queue, how many are available to pickup calls, how many are busy, how many calls are waiting to be answered, and the longest call waiting.
The Agent Status Wallboard is another sub-tab that you can use to monitor your agents' activities. It gives you an insight into their phone status (available, not in use), their current break codes, and how long they have been in that particular code.
*Phone Statuses:
1. Unavailable - this is when an agent doesn't have their web phone up, or got disconnected from the internet
2. Not in use - when an agent has their web phone up but is not in a call
3. Ringing - when a call comes in and before the agent picks up a call
4. Busy - when an agent is engaged in a call
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
Admininstrators have the access to change the user’s permission on Nautilus Portal via the ‘’Users’’ management tab.
Via the User Management tab, 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 the 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.
Outbound Call Report
The Outgoing Call Report comes in handy when you're looking to see information regarding the outbound call performance of your team. You can break down data according to Date Range and Users.
This report is great for determining the success rate of your outbound call efforts by breaking it down to the Total Number of Calls made, how many were answered, not answered, and also the average duration of each call.
There are six different sub-tabs inside the Outgoing tab:
Users
From here you can find a breakdown of Outbound calls made by any particular user. You can also find calls filtered by the date range and user name.
Clicking on their blue user number opens up data generated by said user.
By Day
This sub-tab lets you generate data from a particular user as filtered by the day.
Clicking on the blue button under "day" lets you sort the calls made by any user from that day.
By Hour
In this sub-tab, you can view the calls made by any particular agent by the hour. Just like before, clicking on the blue highlighted button under "Hour" lets you see data from that period.
By Week
If you want to see your call performance by the week, you can do so by clicking on this sub-tab. It tabulates calls made on a weekly basis.
By Day of the Week
If you're looking to see your call performance from any particular day of the week, this sub-tab lets you see that data.
By Month
Lastly, you can filter calls made on a monthly basis. This is great if you're looking to gauge when your busiest month of the year is.
Inbound Call Report
Administrators 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
Administrators can filter the incoming call details report (exclude calls came through Call Queue) with the value below:
- 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.
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
The Distribution Report is a great tool that we designed to help empower contact centers with contextual data. This report shows you relevant information about how your calls are being handled, and is designed to empower businesses with their scheduling and forecasting needs.
Admin will be able to view the following sub-tabs below.
- 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
We believe that the success of a contact center is and always will be reliant on the performance of their agents. That's why we designed our agent reports the way that we did, to provide an organization and in depth look at different call metrics that dictate not just performance, but agent behaviour.
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 Session Summary
This is where you as a supervisor can check on your agents, their break codes, and the duration spent on each. You can filter data by Date Range, User Name, and Break Codes. You can view data based on whichever filter you use.
The image below shows the total number of minutes agents 101, 102, and 103 spent in the system.
As you can see, Agent 101 spent a total of 714 hours, 8 minutes, and 36 seconds on the Offline break code. He went online for a total of 720 hours, 45 minutes, and 50 seconds Online. So on, and so forth.
The idea here is that you can use this data to track where agents are spending the most time on, and how this number can be improved. Less time spent on ACW, for example, means an agent can be online longer and (ideally) helping more customers.
Agent Performance Report V2
This is the bread and butter of our Agent Reports Tab. From here you can filter data according to Date Range, Agent(s), and their respective Queues. The beauty here is that you can choose to see data from multiple agents belonging to multiple queues. The data gathered tallies their total number of calls, how many were answered, the percentage of calls serviced, total ring time, mean ring time, total talk time, mean talk time, total ACW, mean ACW, total handling time, and mean handling time.
Agent Outgoing Performance Report
This part of the Agent Reports tab shows you the data regarding outgoing calls made by your agents. It can filter date range and the name of the agents you wish to pull data from. It shows everything from the total number of calls, answered calls, to mean handling 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 any questions or need assistance please feel free to drop your message at support@nautilus-network.com. We'll be happy to help you!
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