Call Center Tab

This page is part of the NOVA Manager Portal section.

You will only be able to utilize the call center stats if you are using call queues in your routing. If this is something you would like to have, please contact our tech support

Nova Portal

Login to nova.vestednetworks.com

Call Center

From Nova Portal, click on the Call Center tab.

Call Queue

This box shows you how many active calls, callers waiting, and agent information. Clicking on any of the numbers here will bring a popup with the detailed information.

Active Calls

In the Active Calls popup, you can see how long the call has been going, who the agent was that answered, and even listen in on the call. Clicking on the speaker icon will call your extension and allow you to listen in.

Click on Online or Idle agents will bring up the Agents modification window. This is the same one you can view from the Call Queues menu allowing you to log agents in and out of the queue, or add and remove agents all together from the specific queue.

Stats Grid

In this box you will get basic stats of the call queues in the system. By clicking the Gear icon next to Reports, you can tweak these settings to show up however you would like.

Click on the Reports button will bring up a more detail view that can be filtered in various ways.

Agents

This box shows you all of the agents and their overall status in the system. Green means available, red means on a call, white means logged out. If you mouse over an agent, you will get the options to view their stats, the queues they are apart of, and listen in to their current call.

If you have any questions about this process, or if you need assistance, please reach out to our Support Team by dialing HELP(4357) on your desk phone, calling (972) 924-6488, or submitting a ticket