Fenero Manager is your mission control view of your entire contact center. It is comprised of a Launchpad that shows all the available "apps" at your disposal. Each "app" represents a full feature set that allows you to manage a certain aspect of your operations. For example, the Campaigns app allows you to manage campaign settings, such as dial ratios and dispositions, while the Users app allows you to control who has access to the system.
As is common in the entire Fenero Contact Center system, Fenero Manager is entirely Web-based and requires nothing more than a browser to access the apps on its Launchpad.
If you have entered the correct information during login, the Launchpad will appear as shown below:
Campaigns are the central focus point of the entire Fenero Manager system. When agents log into the Fenero Agent, they must select a campaign in order to log in. To support outbound auto-dialing, blended inbound and outbound calls, or inbound phone and email campaigns, this app allows you to control all aspects of your company's campaigns. You can also use Campaigns to setup hours of operations and dispositions for all outbound programs.
Census represents the entire population of contacts that have either been called through outbound campaigns or called in via an ACD queue. It allows you to manage your Do Not Call list, import new leads into the system for automated outbound dialing, and start or stop your active outbound dialing lists.
Automated Call Distribution (ACD) Queues allow managers to setup rules for all inbound queues. This app allows you to create new inbound queues and their associated welcome or after-hour prompts, setup the hours of operations specifically for your inbound programs, and manage inbound queue-specific dispositions. You can also create both phone and email queues using the ACD Queues app.
Live Chats Queues enables you to create web-based chat support for your customer.
Flow enables you to build powerfully dynamic scripts by providing an easy to use script designer to incorporate advanced controls that automatically enable work-flows to be constructed and deployed fast and easy.
DNIS & ACR app allows you to manage all the local and toll-free numbers that you have setup in Fenero Manager. Dialed Number Identification Service (DNIS) is a number that allows you to uniquely identify a local or toll-free number in Fenero Manager. Area Code Routing is a feature that allows you to route calls differently based on a set of area code routing rules you specify.
Users gives you total control over who has access to your Fenero Agent and Manager services. This app allows you to create new agents, supervisors, or additional administrators, with total control over the Launchpad apps, features, and reports they have access to.
Stations app lets you manage all the agent and manager extensions in the system. In order for users to log into Fenero agent or to allow certain external phones (such as cell phones) access to the system for features such as live monitoring,
Email Queues app allows you to setup a list of email accounts to monitor for inbound mail. Once a new mail arrives, Fenero Manager can route your emails to an inbound queue for handling by the next available agent. This app also allows you to view email contact history records that have been processed in the system.
Reports is pre-packaged with a set of standard reports for viewing inbound, outbound, and email performance metrics. Some of these reports include ACD Detail, Outbound Detail, Flash Summary, Disposition Summary and Email Contact Details. You can also export reports to Excel for further analysis. Certain reports may or may not be available depending on the permission you have given using the Users app.
Real-time Stats gives you visibility into the current performance of your queues and campaigns, which is paramount to efficiently run your center. The Realtime Stats app allows you to do just that. Current agents on a call, waiting for a call, in after call work, or not ready are all visible using this app. Additionally, you can also change an agent's queue or live monitor their calls.
Quality Assurance allows you to listen to all recorded calls in the system and are securely available in perpetuity. Its auditing feature also lets you build custom quality scoring forms and use these forms to score agents.
Live Monitoring provides you with the ability to view all logged in agents and listen to their calls. This is ideal for providing external customers access to listen to calls live without using your organization's internal Realtime Stats app.
Prompts & Messages allows you to manage all of the sound files, including music on hold, welcome messages, or after-hours messages that are used in your queues or campaigns. You can easily record sounds over the phone or upload existing sound files using this app. In addition to sounds, you can also manage all your voicemail settings in Prompts & Messages.
Call Menus are IVRs that allow companies to build press-1, press-2 campaigns. This app allows you to manage existing or create new call menus to meet your company's needs.
Scripts & Filters let you create basic guided scripts for your queues or campaigns. Scripts help guide agents on active calls by providing general instructions on how to interact with customers. Filters are used to configure inbound phone number filtering for repeated callers or similar system abuse. You can also use Filters to create subsets of existing dialing lists for your outbound dialing campaigns.
Billing allows you to view the current balance of minutes on your account and allows you to purchase new toll-free or local DID numbers as well as new buckets of minutes.
System Settings allow system administrators to manage the advanced settings of the system. This includes managing carrier configurations, system dispositions, adding additional server capacity and more. This feature is only available to customers with an on-premise installation of Fluid Contact Center.