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How to Use Multi-Contact Handling on iceBar

Multi-Contact handling allows you to handle more than one contact at the same time. You can handle email and IM contacts while handling a phone call. This video demonstrates how to use the multi-contact handling feature on iceBar. 

 

How to Create, Modify, and Use Evaluation Forms

iceJournal provides the ability to search for interactions by queue, user, contact type, date range and other criteria. You can also access evaluation forms through iceJournal. This video demonstrates how to create, modify, and use evaluation forms. Team Leaders, Supervisors, and Administrators can use evaluation forms to assess agent performance in their contact centers.

 

How to Coach a User

iceMonitor is the tool that helps you monitor daily activity in your contact center. This video demonstrates how to coach a user. Coaching is a feature of ice that allows team leads, supervisors, and administrators to interact with the user during a call or chat session. During Coaching, only the user can hear the supervisor, and the caller cannot hear the supervisor.

 

Queue Settings Explained

iceAdministrator is the home for all of your contact center management tools. You can add and remove users and queues, as well as manage all the necessary settings. For example, you can change settings on the fly to ensure that contact center operations are running smoothly. iceAdministrator also provides access to iceWorkflow Designer, a visual tool that enables you to create and modify workflows for your contact center queues.

This video explains the different queue settings found in the properties tab in iceAdministrator, such as queue thresholds, COS (class of service), and weights.

 

iceManager

How to log onto iceManager

iceManager provides access to ice Contact Center's web-based tools such as iceBar for web, iceMonitor, and iceReporting. This video demonstrates how to log on to iceManager.

How to reset a user's password

iceManager provides access to ice Contact Center's web-based tools such as iceBar for web, iceMonitor, and iceReporting. This video demonstrates how to reset a user's password.

How to create, manage and run Contact Insights jobs

Contact Insights allows administrators to capture, store, and analyze detailed information about contact center interactions. This video demonstrates how to create, manage, and run Contact Insights jobs. This video also shows how to run jobs on-demand in iceJournal, schedule them for specific contacts, and filter results to quickly find the details you need.

 

iceMonitor 

How to Silent Monitor a User

iceMonitor is the tool that help you to monitor daily activity in your contact center.

This video demonstrates how to silent monitor a user. Silent Monitor is a feature of ice that allows team leads, supervisors, and administrators to monitor ongoing telephone calls and chat conversations on the ice system. It is particularly useful when you would like to monitor agent interactions to determine whether training is effective or if employees need more feedback and guidance on customer service.

How to coach a user

iceMonitor is the tool that helps you monitor daily activity in your contact center.

This video demonstrates how to coach a user. Coaching is a feature of ice that allows team leads, supervisors, and administrators to interact with the user during a call or chat session. During Coaching, only the user can hear the supervisor, and the caller cannot hear the supervisor.

How to Log a User On and Off of Queues

iceMonitor is the tool that helps you monitor daily activity in your contact center. This video demonstrates how to log a user on and off of queues.

How to Log a User On and Off ice

iceMonitor is the tool that helps you monitor daily activity in your contact center. This video demonstrates how to log a user on and off ice.

 

How to Place a User in a Ready and Not Ready State

iceMonitor is the tool that helps you monitor daily activity in your contact center. This video demonstrates how to place a user in a ready and not ready state.

How to Configure Alerts

iceMonitor is the tool that helps you monitor daily activity in your contact center. This video reviews how to configure and enable alerts to notify you when certain conditions have been met within your contact center.

iceAdministrator

Queue Settings Explained

iceAdministrator is the home for all of your contact center management tools. You can add and remove users and queues, as well as manage all the necessary settings. For example, you can change settings on the fly to ensure that contact center operations are running smoothly. iceAdministrator also provides access to iceWorkflow Designer, a visual tool that enables you to create and modify workflows for your contact center queues.

This video explains the different queue settings found in the properties tab in iceAdministrator, such as queue thresholds, COS (class of service), and weights.

iceJournal

How to Create, Modify, and Use Evaluation Forms

iceAdministrator is the home for all of your contact center management tools. This video explains the different queue settings found in the properties tab in iceAdministrator, such as queue thresholds, COS (class of service), and weights.

iceBar

How to Launch iceBar and Sign In

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to launch and sign into iceBar.

How to Log into ice and Queues

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to log into ice and queues.

How to Log into ice Without Queues

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates to log into ice without logging into queues.

How to Add the silent monitor button to iceBar

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to add the silent monitor button to your iceBar.

How to Log Off of ice and Queues

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to log off of ice and queues.

How to Log Off of Queues Only

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to log off of queues only. 

How to Exit iceBar

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to exit iceBar. 

How to Silent Monitor a User

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice.

How to Coach a User and Barge-in

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice.

How to Restart iceBar

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice.

This video demonstrates how to perform an iceBar restart. iceBar users may occasionally experience an error reading the iceBar web configuration during start-up. The icebar restart will force iceBar to download a fresh configuration and resolve the issue.

How to Use Multi-Contact Handling on iceBar

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice.

This video demonstrates how to use the multi-contact handling feature on iceBar. Multi-Contact handling allows you to handle more than one contact at the same time. You can handle email and IM contacts while handling a phone call.

How to Place a Call using iceBar

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice.

This video demonstrates how to place a call using the iceBar place call button and the icePhone.

How to Place a Caller on Hold

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice.

This video demonstrates how to place a caller on hold using the iceBar.

How to Cold Transfer a Call

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice.

This video demonstrates how to use the iceBar to cold transfer a call.

How to Change states in ice

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice.

This video demonstrates how to change your state in ice.

How to Check your contact history

iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice.

This video demonstrates how to access and review your contact history.

Slice of ice recordings

Slice of ice: Introducing ice Contact Center 13

Discover the latest advancements in customer service and agent productivity with ice Contact Center 13. In this recorded session, our Training & Documentation Specialist, Christina Liu, showcases the top features and benefits, including file sharing with customers, enhanced email capabilities, and advanced interaction analysis tools.

Slice of ice: Introducing ice Contact Center 14

Experience the power of ice 14, the next-generation cloud contact center platform. By utilizing AI to automate workflows, analyze feedback, and enhance performance, ice 14 offers more personalized customer experiences. In this recorded session, our Training & Documentation Specialist, Christina Liu, explores key features like post-call transcription, AI-enhanced interactions, and improved oversight tools.

Slice of ice: Navigating iceReporting

Unlock the full potential of your contact center iceReporting! In today's competitive business landscape, leveraging the right reporting strategies is crucial for delivering exceptional customer experiences and driving operational efficiency. In this recording, ComputerTalk's Training & Documentation Specialist, Diane Vasquez will go over:

  • Key ice reports to provide the best info on queues, users, teams, and contacts
  • How to schedule reports
  • Print verses View report generation
  • New data-only reports in ice 12 to easily filter and manipulate data
  • Tidbits, recommendations, and helpful iceReporting tip

Slice of ice: Speech Analytics

Explore how speech analytics technology can transform your contact center operations and enhance your customer experience. In this recorded session, ComputerTalk and Tethr will uncover the following:

  • Benefits of adding speech analytics to your contact center
  • How ice Contact Center integrates with Tethr
  • Demo of Tethr speech analytics

Slice of ice: icePhone

icePhone is a softphone that enables agents to make calls and chats directly within iceBar to provide a unified interface. It can be used as the primary or backup connectivity mode, ensuring agents always stay connected to their customers. In this recorded session, ComputerTalk's Product Trainer, Christina Liu will cover the following:

  • Introduction to icePhone
  • Benefits and use cases
  • How to use icePhone with iceBar for Desktop
  • How to use icePhone with iceBar for Web

Watch all of our previous session and learn the different ways to improve your customer experience with ice Contact Center. 

Dashboards

Dashboards (Part One)

Real-Time Dashboards in iceManager provide visibility into key performance metrics. This video demonstrates how to create, customize, and assign dashboards to track KPIs in real time. This video also shows how to configure role-based insights, support multiple dashboards per user, and use actionable data to improve decision-making and operational efficiency.

Dashboards (Part Two)

Real-Time Dashboards in iceManager provide visibility into key performance metrics. This video demonstrates how to create, customize, and assign dashboards to track KPIs in real time. This video also shows how to configure role-based insights, support multiple dashboards per user, and use actionable data to improve decision-making and operational efficiency.

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