The SmartReach portal interface comprises five sections: Monitor, Config (Configure), Review, Analytics, and WFO. By default, the Configure, Monitor, and WFO tabs are automatically visible when you obtain a basic functionality license. The Analysis and Review tabs become accessible with the necessary licenses. You can view license information from the Client Billing section. Licenses determine the configurations available on your SmartReach portal. 

As a system administrator user, you have complete access to all the features within the application.

The SmartReach User Interface

The SmartReach user interface contains a number of elements that appear throughout while working on the platform. 


Element Name

Description

Monitor

The Monitor tab of the SmartReach portal enables you to monitor real-time statistics and metrics pertaining to calls, emails, SMSes, chats, accounts, and tickets. For more information, see Monitor.

Configure

The Config or Configure tab consists of configurable features that you can use to view or start a workflow. To view the complete feature/workflow, see Config.

Review

The Review tab consists of reports that you can use to view and analyze data from contact center operations.  You can use SmartReach Reports and dashboards to track key performance indicators (KPIs), such as call volume, call duration, call abandonment rate, and agent performance. For more information, see Review.

Analytics

The Analytics tab enables you to generate real-time and historical data from sources, such as call data, customer interaction, and agent performance. For more information, see Analytics tab.

WFO

The WFO (Workforce Management) tab helps to optimize the performance of the contact center operations. For more information, see WFO (WorkForce Management).

Quick Search

You can use the Search option to search for any feature/workflow within the SmartReach platform.

Help Center

The Help Center provides access to online help that helps you navigate to the specific point of help you are currently in. You also have a link to the SmartReach Help Center containing topics to help you accomplish your tasks within the SmartReach platform.

Applications within SmartReach

When you click the SmartReach icon , you can access the Portal Mobile, Designer, and PBX applications.  You can also see the CXOne Admin, CXOne Supervisor if you have both the CXOne and SmartReach applications. 

User Profile

You can use the User Profile to perform the following tasks:

  • View User Tasks
  • View/Change the Settings
  • Edit User Permissions 
  • Log out of the SmartReach portal

For more information, see Managing a User Profile below.

Portal Mobile

You can view the LVP application on your mobile device. To access Portal Mobile  , you should have configured the email address in the User Profile.

DesignerDesigner is a Customer Relationship Management (CRM) tool. The Designer/Contact Center CRM allows agents to access customer information. The application is designed to provide agents working in a contact center environment with a single interface to access customer information and perform various tasks, such as making and receiving calls, sending and receiving texts, and handling email, and web chat interactions. For more information, see Working with a Designer Desktop.
PBXThe SmartReach Private Branch Exchange (PBX), is a business telephone platform with advanced Voice over Internet Protocol (VoIP) phone and managed services, softphones and hard phones, and platform-wide reporting. The SmartReach PBX enables Knowledge Workers to communicate with each other or launch outbound calls through a centralized cloud-based VoIP phone service that is easy to administer.

Managing a User Profile

The profile page of a user contains information about that user. To navigate to the user profile options, click  from the SmartReach portal. 

The following options are the available :

User Tasks

You can view information, such as the status of a task or the date and time when a task started or ended in the User Tasks window. You can access this window by clicking your avatar and then clicking User Tasks.
The User Tasks window displays all the tasks on the All tab and the tasks initiated by you on the Current User tab. Both tabs display the following columns.

Column Description
OperationName of the task performed (for example, DNC_UPLOAD).
Status

Status of the task, indicated by one of the following icons:

  • : Indicates that the task is in progress.
  • : Indicates that the task is complete.
  • : Indicates that the task has failed.
DescriptionDescription of the status of the task (for example, the number of records created, updated, or failed).
Start TimeDate and time when the task started.
End TimeDate and time when the task ended.
Started ByName of the user who started the task (that is, the name of the user who attempted to import the file).

  • If the number of invalid records reaches 25, the entire import fails—no record is imported from the file.
  • If one of the records is invalid, the value in the Description column indicates the same. All valid records are still imported.
  • In the User Tasks window, you can identify a task by the value in the Operation column. For example, for an account import task, the value ACCOUNT_IMPORT appears in the Operation column.
  • You can manually refresh the status of the tasks by clicking Refresh.

Settings

The Settings window has two tabs: 

  • Configuration: The Configuration tab includes general configuration settings for LVP, which is maintained across browser sessions.
  • Internationalization: The Internationalization tab of the Settings window displays the time zone and the language that is used throughout the SmartReach portal. Time zone and language are specified in the Client Editor Settings tab.

Configuration

To configure the settings:

  1. On the SmartReach portal, click your profile, and then click Settings.

    The Settings window appears.

  2. To configure the General settings, on the Configuration tab, select the following checkboxes if required:

    • Force update when not visible: Refreshes the monitor dashboard even if you are not viewing the dashboard.
    • Show Object ids with Object Names in dropdowns: Displays an ID for each option in the applicable drop-down lists of LVP, along with the name if the ID differs from the name.
  3. Click Save.

Internationalization

The Internationalization tab reflects the time zone and language specified in the Client Editor Settings tab. 

Edit User

You can use this option to edit user Info and view the Details, Audit History, and Change History.

You can edit the following: 

  • Profile Picture: To update the profile picture, click the picture and select from the available avatars or upload a picture by clicking the Upload File button. You can use the Zoom option to get a closer look at the picture.
  • Change Password: You can change your current password with a new password. For more information, see Managing Passwords.
  • First Name: Change the first name.
  • Last Name: Change the last name.
  • Email Address:  Update the email address to receive email to log into LVP from a mobile device.
  • Mobile Number: Specify the mobile number of the user.