Chronicall Desktop

Chronicall Desktop is not Chronicall. Chronicall Desktop is an additional desktop application that provides several additional desktop features depending on licensing.

For any of the Chronicall Desktop features to function, you (or your agents) must have access to and be signed into the Chronicall Desktop.

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Base License Desktop Features

Regardless of which licenses you purchase with Chronicall, you automatically have access to several features with the Chronicall Desktop.

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Base License Chronicall Desktop: License Requirements

To use the Base License features of the Chronicall Desktop, you need only to have purchased the Base License (Standard Reports/Cradle to Grave) of Chronicall. No further licensing is required for the following features.

Agent Chat and File Transfer

With the Chronicall Desktop, you will have access to a free in-office instant messenger. This tool allows you and your agents to send messages and files easily while logged into the Chronicall Desktop.

When your agents are using this tool, you will have the ability to see the Chat history between the agents directly through the Cradle to Grave interface.

Standard Alerts and Triggers

The Chronicall Heartbeat was built into Chronicall to alert you when there is an issue that interrupts the Chronicall service.

These alerts can be sent in three different ways:

• Desktop Screen Pop
  Note: *Desktop Screen pop requires that the desired recipients of the alert have the Chronicall Desktop downloaded and installed on their computer and that they are logged in.
• Email
• Text message

There are three types of alerts with the Base License of Chronicall:

• Emergency Call - Indicates when an emergency number has been dialed by an agent in your office.
• This can be any phone number that you consider to be an emergency number.
• Logging Issue - Indicates when there is a logging problem with Chronicall.
• Disk Space Issue - Indicates when the Chronicall server has only 10% space left available.

For instructions on configuring Base License Alerts and Triggers see this article.

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Recording Library Desktop Features

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Recording Library Chronicall Desktop: License Requirements

The Recording Library Desktop features require the Chronicall Recording Library license. Without the Recording Library license, the following Recording Library Desktop features will not be present.

Recording Library Alerts and Triggers

With the Recording Library module license, you will have two additional Alerts and Triggers that will be provided.

• Recording Issue - Sends when Chronicall Recording Library detects an issue with recording

Note: If using Avaya Voicemail Pro to perform the recording, Chronicall will not detect that there is a problem with the Voicemail Pro.

• Insufficient Recording Ports - Sends when Chronicall detects that there are not sufficient recording ports available to perform the desired recording.

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Record/Pause Permissions Tool

When using the Xima VRTX Recording Library, you will of course be able to set up your desired recording rules, thus indicating which agents, groups, phone numbers, etc. you would like to record. (See Manage Recording Rules). However, you will also have the option to assign an additional desktop feature known as the Record/Pause Permissions tool.

This tool provides the ability for an agent to manually record a call if they are not setup to record automatically.

When the agent is on a call, if they have been assigned permission to use the Record/Pause tool, a small tool will appear at the bottom of the screen.

This tool allows the agent to record calls manually if they desire. By hitting the "record" button on the right, the call will then be recorded from that point on.

Note: To record a call manually, a recording port must be available in order for the call to be recorded.

For more information on the Desktop Record/Pause permissions see Manage Pause Permissions

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Custom Reports Desktop Features

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Custom Reports Chronicall Desktop: License Requirements

The Custom Reports Desktop features require the Chronicall Custom Reports license. Without the Custom Reports license, the following Desktop features will not be present.

Custom Daily Trigger

If the Custom Reports module has been purchased, you will be provided access to the Custom Daily Trigger. The Custom Daily Trigger is an additional alert that can be sent as a desktop screen-pop, email, and text message.

The Custom Daily Trigger runs once a day on the days of week you select and sends a notification if the set threshold has been reached. This means you can have it monitor the reports to see if a specific threshold is hit. If it is, the trigger will send the notification. (e.g., if I select to have an alert sent if a report runs and shows more than fifty calls with a hold event longer than two minutes.)

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Custom Trigger Alert Style

Although it is possible to do a desktop screen-pop with the Custom Daily trigger, the most preferred way to receive the alert is through email.

The trigger is statically set by default for midnight; therefore, if you are not logged into the Chronicall Desktop, you will not see there alert. This is why the preferred way to receive the alert is through email.

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Realtime Desktop Features

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Realtime Chronicall Desktop License Requirements

The Realtime Desktop features require the Realtime Agent Seat license. In order for the Realtime desktop features to be presented to the desired agents, the desired recipients of the features must each be assigned a Chronicall Realtime Agent Seat license.

Additionally, the individuals must also have access to and be logged into the Chronicall Desktop.

Realtime Alerts and Triggers

The Realtime module allows for Realtime Alerts and Triggers. This feature presents an alert to the desired selected Realtime agent when a specified Realtime threshold has been hit. (e.g., certain amount of calls in queue, talking durations, missed calls, etc.)

Automatic Wallboard Launch

This feature provides the automatic launch of the Realtime Wallboards in full screen at startup.

Once you have built a wallboard in the Chronicall Realtime module, the Chronicall Desktop can be set to automatically launch the Chronicall wallboard in full screen.

When signing into the computer first thing, a login prompt will be presented.

Once logged in, the wallboard will be displayed full screen.

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Agent Dashboards Features

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Agent Dashboards Chronicall Desktop: License Requirements

The Agent Dashboards features require the Agent Dashboards license and the Realtime Agent Seat license. In order for the Agent Dashboards features to be presented to the desired agents, the desired recipients of the features must each be assigned a Chronicall Agent Dashboards license and a Realtime Agent Seat license.

Additionally, the individuals must also have access to and be logged into the Chronicall Desktop.

Once the Agent Dashboards has been configured within Chronicall by the Administrator, the Agent Dashboards functions completely on the Chronicall Desktop. In other words, the agent can only access the Agent Dashboards features if they have access to the Chronicall Desktop.

Agent Dashboards provides three desktop features:

• Desktop Values
• Account Codes
• Reason Codes

Desktop Values

Agent Dashboards is an extension to the Realtime module, which was created to provide more visibility to the management team and the individual agents on a daily basis.

Agent Dashboards provides the ability for agents to directly see on their personal desktop what is taking place in their Hunt/Work groups, as well as directly on their own personal extension.

This is done through a series of widgets that can appear directly on their screen.

Once the values/widgets have been assigned to the Agent Dashboards agents, the agent will login to their desktop and the assigned widgets will be presented.

Account Codes

Account Codes allow you to report on who your agents are speaking to, and for which reasons.

When logged into the Chronicall Desktop and when an agent is assigned an Agent Dashboards license, a screen-pop will appear anytime an agent is involved with a call. When that agent has Account Codes assigned to them, they can then associate that call with the Account Codes.

Account Codes can be anything you decide. The main idea is to allow you to report on who the agents are speaking to, and for what reasons.

When an agent receives/makes a call, they can assign Account Codes to the call by simply typing in the Account Code.

If it is an Account Code that has been assigned to them, a drop box of options will appear. They can then select from the options that are provided. Once they select their option, they can hit the check mark symbol to the right. This will associate the call with the assigned Account Code, and the screen-pop will close.

Reason Codes

With Chronicall Agent Dashboards, you will be able to track the daily activity of your Agent Dashboards agents based on Reason Codes.

There are three styles of Reason Codes.

• Busy Reason Codes - Typically when an agent puts themselves on Do not Disturb, Release, or AUX (Depending on which phone system you are using)
• Group Logout Reason Codes - When an agent logs out of their Hunt/Work/Skill group for any reason
• Extension Logout Reason Codes - When an agent logs out of their extension

With the Agent Dashboards license, when an agent hits their specific "Busy" button, Group, or Extension Logout code on their phone, they will be asked to select a reason as to why they are performing this action.

A list will appear on the screen requiring them to make a selection.