Admin Dashboard Overview
GPS Call Log Report
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The first thing that you need to do is have an inContact business unit account. Tell your Account Manager that you want your team to start using the TernioSwitch mobile solution. They will make arrangements to have that implemented immediately.
Once your inContact business unit is set up, implementing and TernioSwitch is very quick. It only takes less than an hour to complete.
You add your agents to the TernioSwitch at anytime with the click of a button. Here’s how it works: When we first set your company up, you will let us know who the Admins on your team will be. They will then have access to logging in here at ternioswitch.com, where they will go to the "Add Users” section. From there they can add any number of agents. Then your agents just need to go to their App Store on their mobile device and download the TernioSwitch app. They then just login using their inContact credentials, and they’re fully “Live”!
Once you have an inContact business unit, the TernioSwitch is just $20/ agent per month. This mobile solution ties your entire workforce into your contact center platform. We have tiered pricing for companies with more than 250 agents. Please call to inquire.
The simple answer is No.
There are some requirements that need to be understood. The TernioSwitch is a connected application. The mobile app is built around the functionality of the inContact platform. The TernioSwitch needs to be in frequent communication with inContact, in the same way that the Agent Console does. The TernioSwitch can not be used without being connected to the internet or cell, just like the Agent Console can’t work without an internet connection.
To assist the agents with this, we've added a red popup banner on the bottom of the TernioSwitch. This banner will show the agents when they've entered an area without network connectivity. This notification allows the agents to acknowledge that they will loose connection to central within 5 minutes, unless they move to an area with an acceptable cell or WiFi connection.
The agents will alway know when they are out of range. They can always just log back into the TernioSwitch when they return to a connected area.
Lets first look at how GPS works. Your mobile device using the TernioSwitch doesn’t "connect" to the satellites. It just listens. Each GPS satellite broadcasts on a specific channel, so the phone can tell immediately which satellite it hears. The basic idea is that the GPS satellite sends the current time. (It sends other stuff too, but let’s focus on what the timestamp does).
Your mobile device has some logic that says... if this is satellite X and it's time T, than satellite X must be exactly in this spot in the sky right now. (Or at least where it was WHEN the message was sent from the satellite). It basically takes that time stamp, and satellite identifier, and maps it back to where it expects the satellite to be. (All that other data that is sent helps devices deal with things like satellite drift, etc).
But the device listens for multiple satellites. And the satellites are so far away that the messages arrive "late". Each timestamp from each satellite arrives at your phone at a different moment. But if you have at least 3 or 4 signals (from 3 or 4 satellites) your device can figure out exactly where you are in relationship to those satellites.
Of course, GPS has issues - if you are inside a building, your device may not be able to hear enough signals. The signals can be blocked by buildings and structures. It also has a "lock-in" issue where you actually have to be listening for a few seconds or more before you have enough information to announce "success".
Now most cell phones actually use what's called "Assisted GPS". This is the same algorithm, but adds information from nearby cell towers (adding their position to the mix) - which can help speed up the “lock-in” time, and can reduce the number of required satellites to get an "Acceptable" result.
So our modern Android phones and iPhones are taking a pile of RF readings - GPS, Cell Tower, Wifi and Bluetooth, to provide the most accurate location coordinates available.
Each company sets their own security profiles through inContact which may require frequent password resets. The TernioSwitch will notify each agent when a password change is required. A popup will appear on the TernioSwitch for the agent to enter a new password and press “Save”. Everything is then instantly synced with inContact and the agent is ready continue to use the TernioSwitch as usual.
This is an excellent question and It’s important to understand the settings and why they are required.
Location access on the TernioSwitch App has to be turned on (and accepted by the user). This allows for our powerful mapping functionality, as well as one of the ways of keeping the app from shifting into sleep mode. Keeping the TernioSwitch out of the Sleep mode keeps the app connected with inContact’s servers.
It's important to note that viewing the agent’s location on the map is only available while they are logged into the TernioSwitch. The app does not track anything when they are not logged in.
Additionally, since the App needs to remain active, another feature on your device that you need to understand is the PowerSave mode.
The PowerSave mode should not be used.
PowerSave mode moves apps to the background and will eventually turn them off. Since the TernioSwitch needs to stay active and connected, the PowerSave mode, or any mode that puts apps into a sleep mode, should not be used.
Our test results showed minimal DATA usage @ just 2-3MB over an 8 hours period.
The tests also showed moderate BATTERY usage @ roughly 35% over the same 8 hour period. (Note that the performance of each device will differ)
Email, Chat and other Work Items are not integrated into the TernioSwitch at this time. Is this a feature that would help your team? Let us know. Call us at 800-429-9277 and just mention that you would like to see these features added to the TernioSwitch. Or, you can send us an email at email@example.com. We love feedback!