Directory List

The Contivio Directory List is the contact center phonebook.  Users have access and visibility to all Queues and users for each Contact Center.  It’s the first option and the default landing page of the Contivio Side Bar.
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Side Bar Navigation

  

Side Bar Directory List.

Phonebook

From the Directory List, users and Supervisors can see who’s online.  They can transfer calls to available users or to a Queue for proper routing.  And, a Supervisor can navigate the Directory List to monitor how users are doing and performing.   An overview of the Directory List is as follows:

Queue Phonebook

Directory List of Queues.

‘Queues’ are the first choices that appear in the Directory List.  They are highlighted and preceded by the yellow persons’ icon.  The name of the ‘Queue’ and the 4-digit extension assigned to it are visible, thereby facilitating transfers or calls to a ‘Queue’ to enforce proper routing rules.  Note, Contivio.com employs progressive disclosure which means the ‘Call’ and ‘Transfer’ icons only appear when the ‘Queue’ is selected (selected ‘Queue’ will be highlighted by grey font).

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User Phonebook

Directory List of Users.

Below the Directory List of ‘Queues’ is a list of Contivio.com users by Contact Center.  Each Contact Center is highlighted by a blue folder, and when expanded, the assigned users to the Contact Center are registered.  Each user is preceded by their online ‘Status’.  Their name and extension is displayed for easy identification.  Similar to ‘Queues’, calls can be placed or transferred directly to a user as emphasized by the blue icons when a user is selected (as highlighted by the grey font).  From the user list, a Supervisor can initiate or end a monitoring session (select the eye icon next to the name).  When a user is being monitored, their online ‘Status’ is displayed a red eye icon. 

 

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