NextOS Call Center

NextOS Call Center/Call Queuing Features and Licensing

Basic NextOS call center information, including a list of features within each call center offering.

NextOS Call Center: Setup Wizard

This article walks through how to use the call center setup wizard to create a new call center on a location.

Supervisor Dashboard

How to use the supervisor dashboard tool. It includes how to monitor call center agents, queued calls, and how to run reports on call centers.

NextOS Call Center: Landing Page

This article has links to all related NextOS call center articles

NextOS Call Center: Call Center Report

Run and review the NextOS Call Center Report with the Supervisor Dashboard.

NextOS Call Center: Routing Policies

Modify routing policies within a call center, including Forwarding Services, Overflow Policies, and Bounced and Overflow calls.

Supervisor Dashboard - Managing Agents

This article walks through how to manage agents within the Supervisor Dashboard.

NextOS Call Center: Modifying Agents and Supervisors

Add or remove agents or supervisors to a call center and assign agents to supervisors within a call center.

NextOS Call Center: Announcements

Configure announcements: Entrance Message, Music on Hold (MoH), Comfort message, estimated wait message, and call whisper message.

NextOS Call Center: Silent Monitoring an Agent's Call

Listen to a call center agent's call live.

Accessing Your NextOS Call Center (Administrator)

Steps to access the call center settings on your account.

NextOS Call Center: Outgoing Call

Make an outgoing call using a call center phone number (Dialed Number Identification Service or DNIS).

NextOS Call Center: Setup DNIS

Set up DNIS on a call center that is already built.

Call Center - Queue Thresholds

Define call center threshold alerts and walkthrough how to configure them.

Supervisor Dashboard - The Dashboard

This article covers the dashboard window launched by the supervisor dashboard.

NextOS Call Center: Call Detail Report

Run and review the NextOS Call Center Call Detail Report with the Supervisor Dashboard.

NextOS Call Center: Scheduled Reports

Configure a scheduled report in supervisor dashboard.

NextOS Call Center: Agent Activity Report

Run and review the NextOS Call Center Agent Activity Report with the Supervisor Dashboard.

Launching Call Center Applications

How to launch web applications such as Supervisor Dashboard and Agent Dashboard in NextOS

NextOS Call Center: Assign a Number

How to assign a number to a call center

NextOS Call Center: Agent Activity Detail Report

Run and review the NextOS Call Center Agent Activity Detail Report with the Supervisor Dashboard.

NextOS Call Center: Abandoned Call Report

Run and review the NextOS Call Center Abandoned Call Report with the Supervisor Dashboard.

NextOS Call Center: Agent Call Report

Run and review the NextOS Call Center Agent Call Report with the Supervisor Dashboard.

NextOS Call Center: Using Disposition Codes

How to use disposition codes on the Supervisor Dashboard, Agent Dashboard, and Nextiva Unity.

NextOS Call Center: Agent Call Detail Report

Run and review the NextOS Call Center Agent Call Detail Report with the Supervisor Dashboard.

Call Center - Supervisor Coaching

Listen and provide guidance to call center agents while they are on calls.

NextOS Call Center: Voicemail PIN Reset

Instructions to reset the voicemail PIN for a call center.

Supervisor Dashboard - Queued Calls

How to manage the queued call section of the supervisor dashboard, including re-ordering calls in the queue(s), transferring calls out of the queue(s), and retrieving calls yourself.

NextOS Call Center: Incoming Calls Report

Run and review the NextOS Call Center Incoming Calls Report with the Supervisor Dashboard.

NextOS Call Center: Change Profile Settings

Change the basic configurations of your call center.

NextOS Call Center: Agent Thresholds

Define call center agent monitoring thresholds. Walkthrough configuring them for call centers.

NextOS Call Center: Setup Disposition Codes

This article describes what disposition codes are and how to configure them.

NextOS Call Center: Music on Hold

How to access, modify, and upload call center music on hold

NextOS Call Center: Agent Summary Report

Run and review the NextOS Call Center Agent Summary Report with the Supervisor Dashboard.

NextOS Call Center: Agent Sign In/Out Report

Run and review the NextOS Call Center Agent Sign In/Out Report with the Supervisor Dashboard.

NextOS Call Center: Call Center Summary Report

Run and review the NextOS Call Center Call Center Summary Report with the Supervisor Dashboard.

NextOS Call Center: Scheduled Forwarding Setup

How to set up schedule-based types of forwarding in Call Center settings

NextOS Call Center: Disposition Code Report

How to run and read the Call Center Disposition Code report within the NextOS Call Center.

NextOS Call Center: Cell Center Presented Calls Report

Run and review the NextOS Call Center: Call Center Presented Calls Report with the Supervisor Dashboard.

NextOS Call Center: Agent Unavailability Report

Run and review the NextOS Call Center Agent Unavailability Report with the Supervisor Dashboard.

NextOS Call Center: Agent Duration Report

Run and review the NextOS Call Center Agent Duration Report with the Supervisor Dashboard.

NextOS Call Center: Agent Disposition Code Report

Run and review the NextOS Call Center Agent Disposition Code Report with the Supervisor Dashboard.

NextOS Call Center Reports: Agent Duration By Skill

How to run and read Nextiva Call Center report: Agent Duration By Skill.

NextOS Call Center: Agent Call By Skill Report

Run and review the NextOS Call Center Agent Call By Skill Report with the Supervisor Dashboard.

NextOS Call Center: Call Center Overflow Matrix Report

Run and review the NextOS Call Center: Call Center Overflow Matrix Report with the Supervisor Dashboard.

IM&P Service Decommissioning

Information regarding the decommissioning of the IM&P service in our legacy Supervisor Dashboard, Agent Dashboard, and Receptionist Dashboard products.

Agent Dashboard

How to use the agent dashboard tool. It includes how to monitor queued volume and how to run reports on your performance.