CHRR Web Viewpoint

Viewpoint is a web tool designed for team leaders to monitor agents in a call center environment.  To use Viewpoint, please follow the following link:

https://voicarcivs.chrr.ohio-state.edu/televantage/Logon.asp

The following screen will appear.  Please use your supplied SIP Username and Password.  Enter your Station ID when asked which phone you would like to use.  Click on the Log On button to proceed:

Once logged in, you will see this screen:

The Queue Monitor shows team leaders the status of agents in their queue.    The can see how many agents are currently placing call, how long the agent has been in a call, average talk time, etc.

There is a Help button in the top toolbar that describes all of the viewpoint features.  Search for specific information about viewpoint.

Monitoring – Team Leaders have the ability to monitor the calls of the agents during an active call.  To do so, scroll to the right and pick Monitor from the dropdown box, under the Actions column.  Your soft phone will ring.  Answer it to begin monitoring.  You will be muted from the active call.  Hang up when you are finished.

Please contact Wes Whitmore at ext. 150 (soft phone) or 614.442.7350 with questions.