Support for Admins
Dashboard and Overview
- Using the Dashboard
- Agent statistics overview
- Sending messages to agents
- Logging out an agent
- Agent groups overview
- Offices overview
Robot dialer
Reports
- Report values explained
- Reporting for Omni
- Using reports in Admin
- Creating custom order reports
- Creating custom call reports
- Creating and using report shortcuts
Projects and campaigns
- Viewing the list of projects
- Activating and deactivating projects
- Creating a new outbound campaign
- Creating a new inbound project
- General information for projects
- Working with contact ownership
Users and agents
- Creating an Agent account
- Creating a Manager or Team Leader account
- Missed calls, banning and unbanning agents
- Benefits of the new Outbound interface
- Try the new Outbound interface
- Set up agent profiles
Contact Lists
- Contact Management - Overview
- Overview of the Contact Lists page
- What can a contact card contain?
- Preparing a contact list file for upload
- Adding country code to contacts
- Uploading a contact list
Products, Manuscripts, Calendar
- Products overview
- Products - Creating products and services
- Creating Product groups
- Commission management
- Manuscript tool - creating manuscripts
- Manuscript tool - viewing and editing manuscript responses
QA (Quality Assurance)
Inbound
- Connecting a phone number to a call queue
- Creating an inbound call queue
- Creating an inbound Omni queue (email, SMS, chat)
- Using queue groups
- Handling messages from contact forms
- Viewing and managing inbound routes
General Settings
- Adding, editing and deleting activities
- Activity Management
- Creating an Office
- Creating a sponsor
- Sponsors and sponsor accounts
- Message templates overview
Integrations
Managing phone numbers
- Buying phone numbers
- Understanding phone number mandates
- Releasing phone numbers
- Porting numbers to LeadDesk
- Phone number mandates for Denmark
- Phone number mandates for France
GDPR
Admin FAQ
- What does this error message mean?
- How do I reset users' passwords?
- How do I make the use of Single Sign On (SSO) mandatory for users?
- Why am I logged out automatically?
- Can I automatically remove dead contacts?
- How do I enable manual contacts (call, email, SMS) for agents using Omni?