NEW CALL CENTER SUPERVISOR

Read time: 3 min 41 s

Welcome to Versature Academy! Our knowledge base is continuously expanding and kept to date with the most current information. This article includes several links to instructional materials in the academy, and other useful links aimed to ensure you get the most from our service. 



VERSATURE CREDENTIALS 

At Versature, we use the same username and password to log into all of our products. You should have already gotten a welcome email with a link to create your password and voicemail pin. Unsure of your first login? Check out Your First SONAR Log In

Your username is always your extension number @ your domain.

    e.g., 101@exampledomain.com

Your password needs to contain 8 characters, with at least 1 capital letter, and 1 number.

    e.g., Mypassword1



THE CLIENT PORTAL, SONAR 

As a call center supervisor, you can view, change, and create various functionalities for yourself and your call center. There are three views a call center supervisor can assume in SONAR:

  • Manage Call Center
  • My Account

The features in "My Account" view are the same as that of a basic user. Check out the New Basic User article. You can also access your profile from this view. 

Within the "Manage Call Center" view, there are three tabs. 

Call Center - call center section is designed to give you fast access to the most important and frequently viewed information. There are five components of the Call Center section:

  1. Call Queues
  2. Active Call Graph
  3. Reports/ Settings
  4. Stats Grid
  5. Agents

Call Queues - call queues, sometimes called “ring groups,” are used for inbound call centers. Any call queues configured to an organization or call center are listed by name, extension number, type, number of callers currently in the queue, and available agents.

Call History - view, filter, and export agent and queue call history.



VERSATURE INSIGHTS 

Versature Insights takes your call data to the next level to give you actionable insight into the operations of your company, customer experiences, and employee performance. 

Performance Wallboards - use SONAR metrics to display your call data visually through different component types. Create a culture of high performance and accountability at team, cross-team, and individual levels. All metrics are updated every minute. Wallboards are suitable for both large screens and smaller computer monitors. 

The Call Centre Web Header - we have developed a snippet of injectable code that creates an information banner with a call centers name, their wait times, and the number of callers in the queue. Using pre-authored javascript code provided by Versature, you can inject the code on any website, customize the look and feel and provide real-time call hold time and queue statistics to callers.

Long-Term Recordings - view, filter, and listen to call recordings for longer than 6 months. Within the long-term recording section of Insights, you can also keyword search and view call recording transcriptions. You can easily see if agents are hitting those important business talking points, or track if common pain-points and issues are arising in conversations.

Google Sheets - get the most of your call data and better understand the numbers behind your success. After a simple download, you’re ready to start importing your call data or your company's call data. To learn how to download the integration and access your call data, check out: 



UNDERSTAND YOUR DESK PHONE 

Most of our clients use the Polycom VVX 300 series. Don't have the VVX 300? Check out articles on our other phones.

The Academy has several instructional articles to assist you; familiarize yourself with the basics: 


Tip!

Use star codes for efficiency.



LEVERAGE OUR INTEGRATIONS!  

We have developed several integrations with cloud-based tools to incorporate into your business workflow. Integrations can help boost productivity, improve data collection quality, and monitor call performance.  

All integrations use your Versature credentials.  

We created the Conference Pod so you can easily create audio conference meeting rooms online. We include the Conference Pod in our Professional and Enterprise plans for conferences with up to 5 concurrent callers. Check out the Conference Pod Overview and How to Create and Manage Conference Pods

We also have integrations with:



GET THE MOBILE APP

The Versature Mobile App allows users to take their business phone extension, features, and functionality with them wherever they go. Whether you’re on the road, working remotely, or just away from your desk, you can remain accessible and while presenting a professional image to your callers. Versature for iOS and Android is free for Versature clients, available for download from the Google Play Store and iOS AppStore.



GET STATUS UPDATES WITH VERSATURE TRUST 

The Versature TRUST initiative provides public insight into live and historical system status updates. Versature is pleased to offer proactive and up-to-the-minute notifications on service levels affecting our user base.

Subscribe to receive live system status updates delivered straight to your inbox! 



CONTACT SUPPORT 

If you are experiencing difficulties setting up your system in any way, don't hesitate to contact our support team. For immediate assistance, you can contact our Technical Support Team by dialing 611 from your Versature device or by calling 1-877-498-3772 and choosing option #3. Emails will be responded to within 1 business day and can be sent to support@versature.com.

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