How to Guide - Customer Administrator
A Customer Administrator has the highest level of permissions offered to a Trust / Organisation with full access across the portal. This role can view, edit and amend content via features within the Agent/Clinician portal (front end) and Admin portal (back end).
In the Agent/Clinician portal, this includes all the activities of a Department administrator, but is not limited to a given department, with the ability to:-
- add, edit or remove waiting rooms.
- create scheduled and waiting room appointments.
- join scheduled and waiting room appointments across the organisation.
For more on these features refer to ‘How to guide Scheduler and Agent’.
- 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’.
The next screen is the main landing page for the Admin portal.
Top Tip: it is simple to switch back to the Agent portal by selecting ‘Back to portal’ in the top right hand corner of the screen.
From here you can navigate between the main Menu functions in the left hand navigation panel.
This view offers the full permissions available to a Customer Administrator.
Audit Logs
Simply select ‘Audit log’ from the left-hand panel under main Menu and search a key reference with the look up tool, or filter between headings; Action, Resource, Customer, Department, User and Created at (date/time).
Further information on viewing Audit Logs is available in ‘How to guide Department Administrator’.
Customer Support Infos
Itis possible to add customised support information to the ‘Need Help’ section within both SMS and email appointment invitations. Here are sample invitations, both SMS and email, where bespoke support content has been added and applied to waiting rooms and scheduled appointment invitations.
SMS invite
Email invite
To configure this feature, switch to the Admin portal and head to ‘Customer Support Infos’. From here you can view, add or edit current.
What is the purpose of a Department?
Should a Trust / Organisation have multiple waiting rooms across a handful of business areas, reporting can be offered at business area/department level. For example, 'Occupational Health North' has a Lung function test service, Mental Health service, and a New Starter Health Assessment service. Reports can be produced for the specific department and no others (if chosen). You can assign a Department administrator to take responsibility for a specific Department or Departments and wairing rooms within.
Top Tip: You do not have to create Departments if you are utilising a small number of SQOD waiting rooms on your portal.
Viewing, adding and changing Departments
Select Departments from the left-hand panel under the main Menu in the Admin portal to view a list of your current Departments.
From here, choose ‘to Create Department’ by selecting the blue button to the right hand side of the screen. Use the filter tool to filter between multiple Departments. To view, edit or delete an existing Department, the icons shown here may be selected:-
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 portal, head to the Waiting room tab, and find or create the room you wish to assign. Underneath the room name, is the Department field. Select the drop-down arrow to the right and choose the correct Department. Scroll to the bottom of the screen and select save.
Site Customisations
SQOD is fully customisable and comes into its own when it comes to branding and customising your video consultation platform. Full customisation features are located in the ‘Site Customisation’ heading under the main Menu.
For step by step guidance on how to customise your site, please refer to our 'How to customise your site'. Comprehensive and easy to follow Customer Administration training is available on this topic, please contact your SQOD representative for details.
Tags
Along with the ability to filter and customise reports within the Reporting and Analytics tab, you can add more context to your reported data, by assigning reporting tags to 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 your organisation, department or waiting room service has chosen for Agents/Clinicians to record calls, in any type of appointment, recordings may be accessed and uploaded in the Admin Portal via the ‘Recording’ heading under the main Menu.
Top tip: Room recordings are your Waiting room service recordings and Appointment Recordings relate to scheduled appointments undertaken.
You can carry out a keyword look up, filter by Department, by Host Name, by Date conducted from, and/or by Date Conducted to.
Reporting and Analytics
To view consultation activity across your Waiting rooms and Departments, for all services, head to the Reporting tab in the Agent portal.
From here you can view all consultation activity by selecting the date range, along with the type of appointment (Waiting room or Scheduled) and by Department. There are pre-set data ranges for ease (ie., one week, one month) or you may select a custom date range using the drop-down arrows.
Once chosen, data is populated within the pre-set data tiles, with additional pictorial representation underneath. Content can be exported into a .csv file for further manipulation.
Support Centre
Within the top navigation bar in the Agent/Clinician portal , Customer Administrators have access to a comprehensive Support Centre offering a wealth of information including but not limited to; Trouble shooting tips, How to Guides, FAQ’s and technical information.
Further Training
We are pleased to be able to offer comprehensive virtual training in all aspects of Customer Administration. Please reach out to your SQOD representative to enquire.