VoiceHub user guide

VoiceHub is a browser-based user interface for service management to be used alongside with other Enreach user interfaces.

Open

Functionality

Queues

• Service queue monitoring

  • View queue status on queue length, maximum wait time, number of serving users, etc.

  • Grouping of queues

• Management of the service queue members and their skill levels

  • Add new users

  • Remove users

  • Activate/disable users

  • Change users' skill level (Skill level is defined on a scale of 1-10, where 1 is the weakest and 10 is the best)

  • Copy queue’s users to other queues

  • Copy user’s queues to other users

• Management of the service queue priority

  • Prioritize calls between queues

Call histories

• View and search organization’s service calls and direct calls

• User filters to narrow down search results

• View call details and call event logs

• Listening of call recordings

• View post-call transcriptions of call recordings

Contacts

• View and search organization contacts

• User filters to narrow down search results

• Support for multiple directories

• See contacts' real-time availability

• View details

• Add, edit and delete contacts

Personal views

• View your the service queues you have been assigned in to

• View your own call history

Handle phone calls

• Voice for Browser web phone

  • Receive and make calls in VoiceHub - optional feature

  • Full voice channel to handle incoming and outgoing calls

  • See full list of features: Voice for Browser user guide

Other

• External links

  • Collection of links to other services, such as Voice Monitor or Voice Analytics

• My account

  • User’s own settings

• Availability

  • Select your own availability status

User guide contents

Release notes

VoiceHub release notes