How to Guide - Customer Administrator
A Customer Administrator has the highest level of permissions within a Trust/Organisation, with full access across both the agent/clinician portal (front end) and admin portal (back end).
In the agent/clinician portal, this role can:
• Add, edit, or remove waiting rooms
• Create scheduled and waiting room appointments
• Join scheduled and waiting room appointments across the organisation
• View and export reports
• Access helpful resources within the support centre
In the admin portal, this role can:
• Search for, add, edit, or remove any departments
• Search for, add, edit, remove, or assign users to any department or waiting room
• Amend/add customer support information
• Undertake site customisation
• Add tags for reporting
• Access and upload room or appointment recordings
• View and filter audit logs
How do I access the Admin Portal?
After logging in, scroll to the top of the screen, and select ‘Switch to Admin’.
Top Tip: Switch back to the agent/clinician portal at any time by selecting 'Back to Portal' in the top-right corner.
From the admin portal, use the left-hand navigation panel to move between the main menu functions.
Audit Logs
Select 'Audit Log' from the left-hand panel under the main menu. Use the look-up tool to search by key reference, or filter between headings: action, resource, customer, department, user, and date/time.
Further information on viewing audit logs is available in 'How to Guide - Department Administrator'.
Customer Support Info
Custom support information can be added to the 'Need Help' section in both SMS and email appointment invitations. This allows you to include bespoke content for waiting room and scheduled appointment invitations.
SMS invite
Email invite
To configure this, switch to the admin portal and head to 'Customer Support Info'. From here you can view, add, or edit existing content.
What is the purpose of a Department?
If a Trust/Organisation has multiple waiting rooms across different business areas, reporting can be offered at department level. For example, 'Occupational Health North' might include a Lung Function Test service, Mental Health service, and New Starter Health Assessment service.
Reports can be produced for a specific department only, if preferred. You can assign a Department Administrator to take responsibility for a specific department.
Top Tip: You don't need to create departments if you're using a small number of SQOD waiting rooms.
Viewing, adding and changing Departments
Select 'Departments' from the left-hand panel under the main menu in the admin portal to view your current departments.
From here, select 'Create Department' to add a new one, or use the filter and edit icons to manage existing ones.
How do I assign a Waiting area to a Department?
Firstly ensure the department is created. View ‘How to guide - Department Administrator’.
Switch to the agent/clinician portal, head to the Waiting Rooms tab, and find or create the room you wish to assign. Select the department from the dropdown beneath the room name, scroll to the bottom, and select Save.
Site Customisations
SQOD is fully customisable. Full customisation features, including branding, are located under 'Site Customisation' in the admin portal main menu.
Refer to 'How to Customise Your Site' for step-by-step guidance, or contact your SQOD representative for training.
Tags
Tags add further context to your reported data by associating reporting tags with a specific waiting room service. This feature is accessed in the admin portal via the Tags heading.
Users
To learn more on amending, deleting or adding platform users, view ‘How to Guide – Department Administrator’.
Recordings
If recordings have been enabled for your organisation, department, or waiting room, they can be accessed in the admin portal under the Recordings heading in the main menu.
Top Tip: Room Recordings are your waiting room service recordings. Appointment Recordings relate to scheduled appointments.
You can filter by department, host name, or date range to find specific recordings.
Reporting and Analytics
Head to the Reporting tab in the agent/clinician portal to view consultation activity.
Filter by date range, appointment type (waiting room or scheduled), and department. Pre-set date ranges (e.g. one week, one month) are available for ease, or select a custom range.
Data is shown in tiles and charts and can be exported as a .CSV file.
Support Centre
Accessible from the top navigation bar in the agent/clinician portal. Customer administrators have access to a comprehensive range of resources including troubleshooting tips, how-to guides, FAQs, and technical information.
Further Training
Comprehensive virtual training is available on all aspects of customer administration. Please reach out to your SQOD representative to enquire.