TEGSOFT TELESCOPE : Monitor Your Contact Center on Mobile

Tegsoft Telescope is a user-friendly and powerful mobile application designed with the intent of remote and real-time monitoring for Tegsoft Contact Center users.

Tegsoft Telescope provides businesses with a variety of features like agents' current state, call metrics, and real-time dashboards to keep track of contact center performance efficiently, regardless of time and place.

Tegsoft’s Contact Center monitoring application empowers businesses to run more efficiently and effectively via time and activity insights. It’s powerful mobile application for enhancing Tegsoft Contact Center productivity.

Essential application features include:

• Managing all Tegsoft Contact Center systems
• Monitoring call traffic for all queues
• Monitoring and changing the agents’ current state
• Monitoring agent statistics
  • • total number of calls
    • total number of inbound calls
    • total number of outbound calls
    • total number of internal calls
    • total not-ready time
    • average talk time
• Receiving push notifications about Tegsoft Contact Center activities
• Sending feedback to the Tegsoft developer team
  
  

To discover all features and the latest enhancements, please go on App Store for IOS devices or Google Play Store for Android devices by the following links and get the latest version of Tegsoft Telescope.

1. How to Create an Account in Tegsoft Telescope?

In order to monitor your contact center, you need to create an account in the Tegsoft Telescope app, which is downloaded and installed from the store.

Please follow the steps below to create an account.

1. When you open the application, you will see the following screen. Tap the Sign up on this screen.

2. Fill in the following information on the Sign up screen.

• Enter your name and surname.
• Enter your preferred email. Make sure this is a valid, accessible email, since you will need it to verify your identity.
• Enter your preferred mobile phone number.
• Enter a password.

After filling your information correctly, tap the Sign up button.

3. After reading the Privacy Policy, tap the Accept button.

4. To verify your e-mail address, enter the code from the verification e-mail you received and then tap the Confirm code button.

5. After verifying your e-mail address, you will see the following Add Server screen.

You have successfully created an account in the Tegsoft Telescope application. The next step is “Add Server”.

2. How to Add a Server in Tegsoft Telescope?

In order to monitor your contact center, you need to add your server to the Tegsoft Telescope application.

Please follow the steps below to add a server.

1. To add a new server to the application, tap the Add Server button or the " + " icon in the upper right corner.

2. Fill in the following information on the Add Server screen.

• Enter your server name.
• Enter your server Tegsoft server address.
• Enter the username of existing user with admin or supervisor authority at the entered server address.
• Enter the password of the user whose username you entered.

After filling your information correctly, tap the Add button.

3. After adding your server to the application, you will see the following screen.

You have successfully added your server to the Tegsoft Telescope application. If you want to add more servers, you can use the" + " button in the upper right corner to add another server.

Your Tegsoft Telescope application is now ready to monitor your contact center.

3. How to use Tegsoft Telescope?

The features of Tegsoft Telescope application and how to use these features are detailed in this section.

Monitoring Call Traffic for All Queues

Tegsoft Telescope enables users to monitor call traffic and agent states for all queues in a contact center. To do this, simply tap on your server that you added to the application in the previous “Add Server” section.

The following application screen shows all active agents and their call traffic on the server.

Active agents on this server;

• Carla Coe has been on Outbound call for 4 minutes 2 seconds,
• Jane Poe has been on Inbound call for 3 minutes 34 seconds,
• John Smith has been on Internal call for 25 seconds,
• Larry Loe has been on Technical Issue break for 3 minutes 13 seconds,
• Richard Miles has been on Not Ready state for 1 minutes 5 seconds.

Monitoring Agent Statistics

Tegsoft Telescope enables users to monitor the statistics of agents in a contact center. To do this, simply tap on the agent whose statistics you desire to monitor.

The following application screen shows the statistics of the agent Jane Poe.

Descriptions of agent statistics are given in the table below.

Changing Agent’s Current State

Tegsoft Telescope enables users to change agents’ state to Ready (Idle), Not Ready (After Call Work, Lunch, Break, Medical, Technical Issue, Back Office Activity, Meeting, Coaching or Other) or Logout.

Please follow the steps below to change the agents’ state via the application.

1. On the screen below, tap the agent whose status you want to change.

2. On the agent statistics screen below, tap the gear icon on the right of the agent's name.

3. On the agent’s state screen below, select the state that you want the agent to move. Then scroll down the state screen.

There are 3 types of agents’ states you are able to select:

• Ready (Idle)
• Not Ready (After Call Work, Lunch, Break, Medical, Technical Issue, Back Office Activity, Meeting, Coaching or Other)
• Logout

Receiving Push Notifications About Tegsoft Contact Center Activities

Tegsoft software allows users to be notified with push notifications in case of unexpected or significant changes and situations in contact center activities. 

Push notification is a pop-up message sent by the Tegsoft Telescope application that appears on a user's mobile device.

For detailed information about push notifications and configurations made in the Tegsoft software to enable push notification on mobile devices, please review the Push Notification on Mobile powered by Tegsoft Telescope article.

Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.

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"Tegsoft" and Tegsoft’s products are trademarks of Tegsoft. References to other companies and their products use trademarks owned by the respective companies and are for reference purpose only.