The various menus in ACE Admin

ACE Admin is a powerful tool, including functions to be used by a wide range of target groups. If you are new to ACE you are recommended to read the Get started sections, including e.g. Start using ACE Admin and Use buttons, keys or right-click menus.

Everything you see in this web help is included in ACE Admin, but there may be parts that you do not have access to, depending on licences, access right etc.

Here is a summary of what can be accomplished via ACE Admin, by menu choice.

Content of the File menu

Change password...: Open the dialogue box, where you change your ACE Admin password. Also see Login, change password and exit.
Product versions...: See which product versions are used.
Licence...: See Basics about licences.
Log of changes...: See Log of changes - see who did what.

Content of the User menu

The user menu covers users accounts, access rights, setting up messages and configuration of tools used in ACE Agent and Interact.

User accounts...: Add user accounts to anyone to work with ACE applications. See Add a new employee via ACE Admin, All details in the User accounts window and Create new user account.
Users with skills and groups...: Configure which users have the skills used for routing specific contacts. See Basics about groups and skills.
Send message...: Write to selected logged in agent. See Send message to agents.
Login message...: Enter text to be seen by anyone opening ACE Agent. See Set up message for agents logging in.
Address book...: Administer address books to be used for manual or automated search in ACE Agent. See Basics about address books.
ACE Knowledge portals...: Add the name and URL to the Smart FAQ portal, for use in ACE Agent and ACE Interact. See ACE Knowledge in ACE Admin.
Information Guide...: Handle the integrated information data base and FAQ. See Basics about Information Guide.
Interaction View: Administrate the contacts archive, where you see the customer journeys and follow up all communication. See Basic facts about Interaction View and Interaction View - Storage rules.

Content of the Agent application menu

All the tools required to configure the look and behaviour of the application used at the agent’s work station, ACE Agent.

Contact data window in ACE Agent...: The look of the agents' Contact data support function. See Configure Contact data for ACE Agent.
Current contacts list in ACE Agent...: The values that can be presented in the area for Contacts in progress, including the width of the columns. See Current contacts in ACE Agent.
Waiting lists in ACE Agent...: Setting for contact data and column width. See Waiting lists in ACE Agent.
Default settings in ACE Agent...: Settings for ACE agent applications, to distribute to all agents in an organisation area. See ACE Agent default settings.
Wrapup...: Whether the agents should be offered extra processing time after concluded calls and emails. See Set wrapup rules.
Custom work levels...: The services and queue types that should be included in each work level. See Custom work levels.
Quick texts...: Administration of quick texts. See Quick texts.
Activities...: The situations in which the agents are expected to select an activity. See Activities.
UC system settings...: Which UC system your ACE solution is integrated with. See UC system settings.

Content of the Media menu

Telephony: Configure the way ACE should handle Extensions, Extension numbers, location, PBX and net group, access codes, Function numbers , Numbers for park and place in queue, IVR locations and IVR groups as well as switches and so-called links for server based CTI. Also see Menu choice Media | Telephony.
Outbound telephony: Used for setting up handling of callback and campaigns. See Basics about outbound telephony, Basics about callback and Basisc about campaign, with Overview of the Campaigns window.
Email and work item: Configure email and work items, and contacts originating from social media. See e.g. What you need to work with ACE Email and The Email and Work Item accounts window.
Chat: General chat configuration and each chat entrance’s information messages, standard phrases and way to present agent names and customer names. See Basics about ACE Chat and Chat configuration made in ACE Admin.
Proactive Web...: Online features, including rules with what the web surfer must do, what ACE shall control, and what the surfer is offered. See Before you start using Proactive web, Terminology for where, what, and how and Add a rule for Proactive Web.

Content of the Routing menu

The Routing menu relates primarily to how contacts, for example incoming calls, are routed to the agents who are to process them. This is what you can do:

Opening hours...: Modify the contact centre’s opening hours. Applies to entrances for email, chat, and the telephone calls that are handled in locally placed IVRs of the ACE IVR Enterprise type. See Basics about Opening hours.
Routing of contacts...: Decide how ACE routes tasks to different destinations, based on criteria relating to the actual contacts – for example based on which menu choices are made in the IVR. See Before you use Routing of contacts window and The Routing of contacts window
Routing search order...: State in what order different combinations of contact data keys shall be used in search for an appropriate routing row for a certain contact. See Routing search order.
Queues and waiting lists...: Create and give the conditions for all queues and waiting lists that are unique for your contact centre. See e.g. Where to configure queues and waiting lists and Description of Queues and waiting lists window.
Template queues and waiting lists...: Configure "Personal" and "Routing missing" template queues and waiting lists. See Template queues and waiting lists.
Escalation constraints...: Make advanced routings by changing parameters for and create new escalation constraints. You can e.g. set the value for how long a call will be queued before it is escalated to the next queue. See Escalation constraints.
Escalation points...: Create potentials to hand over contacts from one organisation area to other organisation areas. See Escalation points.
Entrances and menu choices...: Set which values are to be considered valid for contact data such as entrance, menu choice and task. Might for example relate to defining that contact data menu choices are to be able to assume the values 1 (for orders) and 2 (for customer support). See The Entrances, menu choices and task types window.
Escalation from predefined personal queue ...: Configure how personal callback records and email contact shall be escalated in case the intended agent is not logged in. See Escalation from predefined personal queue.
Temporary workforce from dialer campaigns...: Configure borrowing an returning of agents from campaigns. See Temporary workforce from dialer campaign.
Schedules...: Specify opening hours for the IVRs in solutions where ACE IVR is delivered as cloud service. See Schedules for IVRs included in cloud service.
Dialogue flows...: See how to handle incoming calls in various situations. The feature only functions in solutions where ACE IVR is delivered as cloud service. See Basics about Admin Dialogue flows and Dialogue flows – main window.

Content of the Organise menu

Configure the contact centre’s organisational areas, user accesses and data used for routing.

Organisation areas...: Create and delete organisation areas. See Organisation areas.
Subareas...: Create and delete organisations’ subareas. See Subareas.
Access roles...: Administrate the ACE access system. See Basics about access roles and Basic about users’ access profiles.
Groups and skills...: See Basics about groups and skills.
Connection endpoints...: The computers to which an ACE client connects. Described in Connections and connection endpoints.
Contact data, basic configuration...: Create and delete contact data keys and specify how contact data is to be processed when gathering statistics, and in ACE Admin’s other windows. See Contact data, basic configuration.
Contact data, per contact type...: Select the contact keys that are relevant for each contact type/channel. See Contact data, per contact type.
Contact data, exceptions names...: A contact data key can be of use in several contexts, with different names per contact type/channel. See Contact data, exception names.
Contact data, value sets...: Set allowed values to a contact data key to facilitate the entering of values for contact data in for example ACE Agent. See Contact data, value sets.
System parameters...: Set values for a number of parameters. The same window can be opened from the Statistics menu as well. See. About ACE System parameters.

Content of the Statistics menu

Configure the contact centre’s service requirements, and data used for statistics and real-time information.

Thresholds for Service levels...: The percentage of customer/contacts having waited for more than a specified time set for service levels 1 and 2. Set your own thresholds. See The Thresholds for Service levels term.
Task types...: Specify values for contact data with the Task type contact data key. See Basics about Task types.
Task type assignment for email and work item...: Set rules that calculates task type from specified values per chosen contact data key. See Task type assignment for email and work item.
System parameters...: Set values for statistics parameters. The same window can be opened from the Organise menu as well. Also see When do the changes take effect?.

Content of the Help menu

About...: See which version number of the ACE Admin you are using.
Help...: Open the Online Help web.
Show short names for all contact data: When checked, the name of contact data keys are displayed as a combination of short name and GUI name, to simplify identification of contact data keys with GUI names in a language not native to the user.; E.g. if the contact data key with short name Entrance has the GUI name Palvelu in the configured language, a non-Finnish speaker could activate the function and then see the contact data key as Entrance "Palvelu" rather than just Palvelu.