Matrix
How to change the Disposition Time
In order to change the Disposition Time for the Disposition window please follow the steps below: 1. Navigate to Settings and then Roles & Permissions under the Organization section: 2. Click the edit button next to the respective profile you would ...
Switching to SIP (Extensions)
In order to switch your agents to use SIP (Softphone) please follow the steps below: 1. Navigate to the Users section and click on the action button next to the respective user you would like to use SIP and select Edit: 2. In the next window click ...
Broadcasts
This article will provide you with an overview of the Broadcast Campaigns. 1. Navigate to Broadcasts from the menu on the left: 2. Click on "+Create" from the top right: 3. From here you can configure the Broadcast Campaign accordingly to your ...
User API Token
To obtain the API token for your users please follow the steps below: 1. Navigate to the Users section from the menu on the left: 2. Next, click on the name of the user you require the token for: 3. From the new window that appears with all of the ...
Pause Timeout
In this article you will be find the steps on how to set up the pause timeout for the agents as well as it's functionality: 1. Click on the Settings and then the Statuses section: 2. From here you can also manage and create your Pause and Lead ...
Effective Calls
To configure the effective calls please follow the steps below: 1. Access the effective calls settings by going to Settings and then "Reports": 2. Set the parameters for effective calls, which can be monitored in the calls history reports page: The ...
Reset Agent Password
To reset an agents password please follow the steps below: 1. Click on "Users" from the menu on the left: 2. Click on the user you wish to reset the password for: 3. Click on "Edit" so you can make changes to the agents details: 4. Click on the ...
Configuring Voicemail
To configure a Voicemail please follow the steps below: 1. Navigate to the Settings section and then click on Phone Numbers under the Communication section: 2. Click on "+Add New Group" button on the top right: 3. Select the new you wish to apply the ...
Statistics and Reports - Phone numbers
This article will provide you an overview of the Phone numbers report and it's functionality: First navigate to "Statistics and Reports" from the left and click on "Phone numbers" from the drop down menu: From here you will be able to see statistics ...
Blacklist number/lead
1. To blacklist a number/lead navigate to the Leads section: 2. From the Leads section click on the hamburger menu on the top right and select "Blacklist lead" option: 3. In the new window enter the phone you would like to blacklist and select the ...
Whitelist IP
This article will provide you more details and information regarding how to whitelist an IP in Matrix: 1. Navigate to the Settings section and then Security tab: 2. Next click on "Create" under the IP List section: 3. Next input your IP you wish to ...
Configuring Inbound Rules for Incoming Calls
By default the Matrix numbers you add to your account do not have any Inbound Rules (used for Incoming Calls) configured since these are per your preference, therefore you need to configure them if you require inbound calls. This can be done by ...
Settings - Integrations
This article will provide you an overview of the Integrations within Matrix: 1. Click "Settings" and then "Integrations & Apps": 2 Here you can see some of the products which we integrated with Matrix, you can also use the "Search" option to look for ...
Settings - Communication - Ext creation & Phone number management
This article will provide you an overview of the Communication section and functionality within the Settings of Matrix Extension Creation and management: 1. Navigate to your Matrix settings by clicking "Settings" on the left-hand side: 2. Under the ...
Settings - Customization
This article will provide you an overview of the Customization settings of Matrix: Custom Fields 1. To create and manage Custom Fields, navigate to the Matrix settings by selecting "Settings" on the left-hand side of the menu: 2. Access the custom ...
Settings - Organization
This article will provide you more details and information regarding the Organization settings section for Matrix: General 1. Navigate to the Settings tab on the left-hand side and click on General: 2. On this page, you can select the Time Zone for ...
Statistics and Reports - Scheduled reports
This article will provide you an overview of the Scheduled report and it's functionality: First navigate to "Statistics and Reports" from the left and click on "Scheduled" from the drop down menu: From here you can you can create scheduled reports: ...
Statistics and Reports - Agents
This article will provide you an overview of the Agents report and it's functionality: Navigate to the Statistics and Reports from the left and click on "Agents" from the down menu: From here you will be able to view and monitor statistics for you ...
Statistics and Reports - Calls
This article will provide you an overview of the Calls report and it's functionality: First navigate to the "Statistics and Reports" section from the left and click on "Calls" from the drop down menu: From here you will be able to review statistical ...
Statistics and Reports - Call history
This article will provide you an overview of the Call History report and it's functionality: To navigate to the Call History, first click on Statistics and Reports and then click on Call History from the drop down menu: From the Call History you can ...
How to create and manage Users
This article will provide you an overview of the Users section and it's functionality as well as how to create users: 1. To create users navigate to the "Users" tab located on the left-hand side of your screen where the menu options are displayed: 2. ...
Leads
This article will provide you an overview of the Leads section and it's functionality: 1. Navigate to the leads tab by clicking "Leads" on the left-hand side: 2. Use the "Search" field to locate specific information such as phone numbers, names, or ...
Lists
This article will provide you an overview of the Lists section and it's functionality: 1. Navigate to the lists tab by selecting "Lists" on the left-hand side: 2. Search for a specific lead list using the "Search anything..." field: 3. Apply filters ...
Callbacks
This article will provide you an overview of the Callbacks section and it's functionality: 1. Navigate to the callbacks menu by selecting "Callbacks" on the left-hand side: 2. Search for a specific callback using the "Search anything..." field: 3. ...
Campaigns
This article will provide you an overview of the Campaigns section and it's functionality: The Campaigns are made up of lists that contain leads. Which you can then assign agents utilizing the Matrix's predictive dialer to call these leads. You can ...
Agents View - Dashboard
This article will give you an overview of the dashboard from an Agents point of view as well as functionality: 1. Upon logging in you will be prompted to choose your Campaign: 2. After choosing your Campaign you will be presented with your dashboard ...
Dashboard
This article will navigate you through the available options of the dashboard. 1. Click "Dashboard" to navigate to the dashboard on the left-hand side. NOTE: You can navigate to the dashboard menu only if you have Admin or Manager permissions: 2. ...