Learn to navigate the user interface

As an administrator, you will have access to all parts of the user interface, based on what is enabled for your organization. Some articles in Mindful documentation will indicate that a certain page or feature must be enabled for your account before you can access it.

Top navigation menu

The top navigation menu allows you to manage system notifications and profile settings:

• Alerts — Click the Alerts icon to view system alerts and notifications.

• Organization name — The name of your Mindful organization is displayed next to the Alerts icon.

• Your username — Click to view additional menus:

  • Account settings — Change your name, email address, and password. You can also view your account permissions and set up multi-factor authentication (MFA) from here.

  • Email settings — Configure system alert emails or daily reports.

  • Keyboard shortcuts — View keyboard shortcuts to navigate the UI efficiently.

  • Logout — Click to end your session.

Side navigation menu

The side navigation menu allows you to navigate to the various pages of the platform. This menu is separated into four sections:

• The Dashboards section contains real-time reporting pages.

• The Reporting section contains historical reports and exports.

• The Configuration section contains global settings, Call Target settings, phone number configuration, and more.

• The Integrations section contains tools to connect Mindful with third-party applications.

Resource Center

The Resource Center icon is located near the bottom-right of the UI. Click the icon to view technical support information, quick notes on new feature updates, and ways to get in touch with our Product team to share ideas and feedback.

Configure your global settings

Global settings should be in place before your first login, but it can still be helpful to review and familiarize yourself with the way your organization is configured.

Most of the settings governing your Mindful organization can be found on the Global Settings page. You may find yourself returning to the Global Settings page regularly to add holiday business hours, set up default configuration for new Call Targets, and other tasks.

The Global Settings page is divided into several tabs that group similar items together:

• General — Basic information about your organization and a few options that impact the way Call Targets are initially configured by default
• Messaging — Allows you to enable messaging features and configure SMS notifications for customers awaiting callbacks
• Metadata — Contains Metadata Items that will be applied to all calls throughout your organization in addition to any Metadata Items configured for individual Call Targets
• Hours — Hours of operation for your organization for each day of the week, with unique holiday hours

• Addresses — This tab only appears when international dialing is enabled for your organization.

• On/Off — Provides options to disable the launching of outbound callbacks or to stop offering callbacks entirely

See the Global settings page reference article for information on all configurable settings.

Build and test Call Targets

Call Targets represent the destinations to which callback requests are sent. They point to the holding queues in your contact center and allow the interaction between Mindful and your ACD platform.

As an administrator, you may be tasked with building new Call Targets, modifying existing Call Targets, or even reporting on Call Target performance. All settings related to Call Targets can be managed on the Call Targets page.

For a detailed walkthrough of the basic settings required to build and test a Call Target, see How to Set up a Call Target.

Configure Business Units

Business Units give users access to a subset of Call Targets, allowing you to restrict the queues that different users can see and manage.

For more information on how to create, edit, and delete Business Units, see the Business Units reference article.

View reports and real-time statistics

There are numerous resources available to view real-time and historical call data, Call Target metrics, and system-wide reporting data. All of the metrics and reporting data you will need can be found on the following pages:

• Callback Overview
• Callback Status
• Call Detail
• Insights
• Exports
• Handoff

In addition, Mindful provides robust reporting capabilities via API.

Looking for daily automated reporting emails? Learn how to set them up in How to View Reports and Call Data.

Callback Overview

The Callback Overview page provides real-time usage data through metrics and graphs for each of your Call Targets on a rolling 24-hour basis.

To learn more about the metrics and graphs on this page, see Callback Overview

Callback Status

The Callback Status page contains a real-time status chart for each of your Call Targets. This page is highly customizable, including several Mindful-generated statistics and the ability to import a variety of contact-center statistics in real-time.

To learn more about each of the metrics presented on this page and how to customize the view, see Callback Status.

Insights

The Insights page contains multiple dashboards to provide you with valuable data about performance and feature usage . These dashboards were designed to take a deeper dive into the metrics that are important to your team.

To learn more about each of the dashboards presented on this page, see Insights.

Handoff

Handoff pages provide a window into your messaging interactions. Handoff includes both Blocklist and Message Lookup. The Blocklist page allows you to search by phone number to determine whether a customer has blocked your organization's messaging handle from sending messages, and Message Lookup allows you to see information about the different messaging exchanges that have taken place between your organization and your customers.

For more information, see Handoff.

Call Detail

The Call Detail page provides real-time and historical information on all interactions. From here you can view a detailed breakdown of all events that occurred for any interaction. You can also view aggregate data on the number of active and completed interactions in various states.

In addition to visually presenting the data for analysis, the Call Detail page also provides the ability to export reporting data in CSV format.

For more information, see Call Detail.

Exports

The Exports page contains all of the Call Detail reports that you have generated, or which have been automatically generated each day. From here, you can search and filter reports to find data for any timeframe. You can also download or delete existing reports.

The following articles provide more information about what can be found in exported reports:

• Generating and downloading reports — Learn about report types, filters, generating reports, and downloading reports.
• Call events and outcomes — This article expands upon Call Detail reports, definitions of each data point, and what goes into the Outcomes graph.

Mindful reporting APIs

Our reporting APIs provide a great deal of information about your current configuration, real-time stats, and historical data. Most endpoints require OAuth 2.0 authentication, but there is an alternative for some endpoints, if needed.

For complete reference documentation, see Mindful API.

Manage the Datastore integration

In every interaction, context is everything. The Mindful Datastore application provides a lightweight, user-friendly solution that helps enable world-class support by providing the ability to retain context and apply it to an interaction later. Through the configuration of custom Data Keys that correspond to specific elements of interaction context, and the ability to group those keys into Data Set Templates to fully built the context, data can be retained and re-applied to the interaction later as well as across channels. The Mindful Datastore application quickly and effortlessly enables the kind of service that will have your customers looking forward to their next interaction with you.

Mindful Datastore is integrated into Mindful Callback and is accessible from the left-hand navigation menu. Mindful Callback users have the ability to lookup Data Sets and create Data Set Templates.

For more information, see Mindful Datastore.

Manage user accounts

Quick access: Organization > User Management or Organization > Application Roles

You may find yourself editing the permissions of existing users or removing users from the system over time. You can accomplish all of these tasks on the User Management and Application Roles pages. Administrators can also invite other Mindful Callback users to an Organization with the Invite New Users button.

To learn more, see User management and Application Roles.