Admin Training - Self Service Tasks
- Coreen Stalnaker
- Eric Solomon
You've got this! The tasks outlined in this document were covered in Admin Training and can be handled independently. We've included helpful resources to guide you through the process. Don't be shy – our team is always here to lend a hand if you need it!
Reporting
During the training we discussed filtering, column builder, saving filters, and sharing/exporting reports. Please review this section of our Help Documentation for additional assistance.
• We do not cover automated email filter reporting in Admin Training.
Mass Edits
Mass edits allow you to make changes to a large amount of data at once. This process can aid efficiency but is very difficult to undo. From several reports a Mass Edit feature is available. Filter the results by desired criteria, select the check box to the left of the leads and select Mass Edit at the top of the report.
Any changes made via Mass Edit are permanent and can not be reversed. Always export and save leads prior to making any mass edit changes.
Make sure the column to be edited is showing on the exported results
Before you Begin - Mass Export
The Export screen will always provide all the results Select the Export icon to begin. Name the file so that it is easy to find for future reference.
For Export Option, determine if PHI or PCI information needs to be included in the download. This info is automatically excluded by default. All reports are limited to 100 results per page by default. To ensure that all results are captured select the Override to Export ALL Results.
Depending on the section the Mass Edit icon could vary. Once completed the Mass Edit will be processed.
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Live Agents
Live Agents is a way to track call volume, agent activity, dialer status, and so much more. Please review this section for additional information.
Campaigns
A campaign is a set of rules that can have lists (vendor sources) assigned to it in order to dial leads differently or with different users (via Vicidial user groups). Please take a moment to review this section on the “Need to Knows” of Campaign management. If you have any questions or feel you need additional assistance, please don’t hesitate to let support know.
In Admin training we only cover how inbounds work. Everything else should be consulted with us, or specialized training can be requested.
DNC/Block Lists/FPG
It is important to understand the differences between the DNC and the Block List and how they can impact your Users. Additionally, Filter Phone Groups (FPGs) give you the options to have more control over the way calls are handled. Check out these pages for additional information.
Recording
All calls are monitored and recorded within TLD. These recordings can be found on every Lead and can also be found under TLDialer. This tool can help you locate recordings for review and download, as needed.
Vendor Sources
Having a Vendor Source is how Leads are received. This article can provide the details on how to create each new Vendor Source, find the posting instructions, and info regarding the Post URL.
Advanced Inbound Pricing
With the shift from Lead based to Call based cost tracking TLD has made several updates to the pricing modules. Please take a moment to view the AIP and let us know if you have any questions.
Users
Adding new Users is an essential part of the TLD experience. Check out this section for adding new users, abilities, ingroups, and state licenses.
IP Whitelist
Security is very important to TLD. Take a few moments to look into the process for IP Whitelists and let us know if you have questions of our other security measures.
Templates/Scripts
TLD offers a way to provide templates and scripts that Users can follow during the call process. This is a very helpful tool and can be used as a guide, offer rebuttals, news, and other useful tools.