To create a new Play profile, navigate to the Settings Tab and select the Play tab on the left-hand side. Hit the blue Plus button in the top right corner.  In the text field, enter a name for the profile. In this case, let's say we will create a profile for agents on Shift A who are responsible for handling chat tasks with priority. They are to h...

To modify chat templates, first ensure that you have access to the “Workspace” tab and the permission to modify and save templates.  You can assign this permission to yourself or another administrator by navigating to the Teams Screen, Settings, then selecting the edit button next to the user's name, assigning the “Workspace” access, and then enabli...

To place a call to an external contact (i.e., a client or any other contact who isn't within your Spinoco team), you need to use the Spinoco shared address book. You can search for existing contacts within the address book or create new ones.  You can find existing contacts in the address book based on various parameters. Typically, you can search b...

1) Navigate to the search bar in the Spinoco application 2) Hit More filtering options at the bottom of the dialog 3) In the filtering dialog, in the Select Types of Tasks section at the top, make sure that only Missed Call is selected 4) In the Assigned To field, select which team member's Missed Calls you would like to view. If you'd like to view ...

If someone from a different company or a different division in your company invites you into a new Spinoco instance, you will receive an invitation in the form of a notification within Spinoco.  Upon accepting this invitation, you can find this second instance of Spinoco under the Spinoco logo in the top left corner.  Once you click on the name of t...

To call one of your colleagues within Spinoco, click their name in the list of available colleagues on the left-hand side. Once you select the colleague, their communication card will pop up. Just click the big green button with the call receiver icon on the communication card.  As soon as you click it, you will start dialing a call to your colleagu...

If you want to review the specific tasks (whether these are calls or emails) that have received feedback, you can do so directly in Spinoco. Filtering for feedback tasks is very simple; let's look at how to do it. To start from a "clean slate", hit the "Clear all filters" button at the top of the task screen. Then, hit the "Search" bar and "More fil...

Before analyzing feedback data in Spinoco, you will need to create some feedback reports. Luckily, creating feedback reports is simple. Let's look at how to do it. To start, navigate to the Statistics tab, hit the Edit button at the top right, and then the big blue plus button to create a new report. You will be presented with a simple dialog for cr...

Every team and every team member is unique. To correctly distribute tasks between teams and colleagues, Spinoco needs to know what type of tasks each user is equipped to handle. That is determined using skills. Skills are assigned to each user by their respective team leaders/administrators and can be changed at any time as their skill sets or job d...

Name of the source Description tasks.completed.count The total number of completed tasks. tasks.completed.duration The total duration it took for tasks to be completed. Starts when the task is created and ends when the task is closed. tasks.completed.duration.less.than.1.hour The number of tasks for whom the total duration was less than one hour. St...

To get started with using Spinoco, one of the Spinoco administrators or team leaders in your team needs to send you an invite to join. Once they do that, you will receive an email enabling you to set a password for your new account.  You can click "Set the new password" in the email, which will take you to the Spinoco website. Once on the Spinoco we...

Sometimes, you need to talk to several colleagues at once. When that need arises, you can use the Spinoco group chat feature. Let's learn how to use it.  To start, select the group chat option in the menu on the left-hand side. Then hit the Plus button to start creating a new group. In the dialog that opens, give the group a name and add all your co...

To start sending Feedback to your clients after communication is carried out in Spinoco, you can create Feedback Procedures that will get triggered when you close any communication in Spinoco. Let's look at the simple way you can define these Procedures in Spinoco. Start by navigating to the Feedback tab in Settings. Before creating a new Feedback P...

To generate the API key, navigate to the Team Screen in Spinoco, select the Settings tab, and select the user for whom you want to generate a key. If you need to create a new user, follow the tutorial here. For the given user, click on the API Keys tab at the top of the user's screen. You have the option to generate up to two API keys. The process f...

When you first open Spinoco, you will start out on the communication screen. As the name suggests, this is where all communication in Spinoco is carried out. Here's what it looks like:  In this article, let's go over the main sections of the user interface.  Starting out at the top, you will notice a big green button with your name in it (and a prof...

To create a feedback form, start by navigating to the Feedback Form section in Spinoco, and hit the blue plus button to create a new Feedback form. Here, you can create the Feedback form that you will send to your clients as part of the Feedback gathering. Within the Feedback Form, you need to specify a couple of things that will affect how the Feed...

To start setting up the integration, navigate to the Teams Shifts interface and select the relevant Team for which you want to set it up. If you cannot see your team among the schedules, please create the schedule as per the video below. Within the Schedule, create groups that correspond to the different Statuses you have available within Spinoco. S...

As a team leader or administrator, you can listen to your colleagues' phone calls in real-time.  To start listening to a colleague's call, navigate to the Team Screen and then to the Teams overview tab:  In the Calls column, you can see all the calls that are currently in progress. You can see who the customer is, as well as how long the phone call ...

If you have not yet done so, please first set up your desired shifts in MS Teams. A short tutorial is available here. To start the setup, create an MS Teams integration gateway for Spinoco. Navigate to Settings, select the Gateways tab, and create a new Teams gateway: You will be prompted to authorize Spinoco to give it access to your Teams instance...

Name of the source Description sms.task.count The total number of SMS tasks created (incoming or outgoing messages). sms.task.received.closed.count The total number of received SMS messages that were closed (resolved). sms.task.received.count The total number of SMS messages received. sms.task.sent.closed.count The total number of sent SMS messages....

Whenever you work with Spinoco statistics, to look at the correct data, you need an understanding of the different statistical sources available in Spinoco. These are variable for different types of tasks.  You can use this article to navigate between the different task-type sources available.  If there are any sources you do not see available in yo...

To start the installation process, you must first download the Spinoco Application from the Spinoco website. Navigate to https://spinoco.com/en/for-existing-users. Click on the correct version for your Windows system (64 or 32-bit).  Wait for the download to complete, then click on the downloaded file or navigate to your Downloads folder. Once there...

The call-through feature is useful when your mobile internet connection isn't entirely reliable, when you struggle with your WiFi connection stability, or when you simply prefer to use the GSM network for making calls.  Put simply, call-through allows you to answer and place calls that are made with Spinoco directly on your mobile device. For all in...

Name of the source Description feedback.completed.count The total count of received completed feedbacks. feedback.rating.count The total count of the individual ratings received in feedbacks. feedback.rating.sum The total value of all the feedback ratings received. feedback.send.count The total number of feedback questionnaires sent out. ...

To start managing your voice application calendar, open the editing view of your voice application by navigating to the “Settings” tab, then selecting the “Apps” tab, and clicking on the voice application you want to manage. Start editing the voice application by hitting “Edit”, and then “Calendars”. There will be a list of calendars available for y...

There are two simple ways that you can follow in order to reset a forgotten password in Spinoco. The first one is directly in the Spinoco application.  Once you open Spinoco, you will see blue text at the bottom of the login dialog, “Forgot your password?”. Upon clicking this, you will be prompted to enter your email address and hit “Reset password”...

Compatible Yealink Devices Yealink CP960 Yealink T19P E2 Yealink T21P E2 Yealink T23G Yealink T23P Yealink T30P Yealink T31 Yealink T31G Yealink T31P Yealink T33G Yealink T33P Yealink T42S Yealink T42U Yealink T43U Yealink T46S Yealink T46U Yealink T48U Yealink T52S Yealink T53 Yealink T56A Yealink W70B Yealink W73P Compatible Snom Devices Snom D715...

To start the installation process, you must first download the Spinoco Application from the Apple App Store. Navigate to https://spinoco.com/en/for-existing-users and click the iOS download button to get started.      Alternatively, you can go directly into the AppStore, and search for Spinoco: To download the application, hit the "Get" button next ...

Name of the source Description abc.messages.incoming.count The count of all incoming messages via Apple Messages for Business - all individual messages received via the channel.  abc.messages.outgoing.count The count of all outgoing messages via Apple Messages for Business - all individual messages sent via the channel.  abc.task.queued.time The len...

Occasionally, your Spinoco administrator or your IT department might ask to know the Spinoco version you are using. To find the version, click on the Spinoco logo at the left corner of the screen and select the option “About the App”.  You will be presented with a dialog that shows you the version number:  If the application is installed correctly, ...

Sometimes, you need to quickly dial a phone number that you have not dialed previously and is not yet saved in your Spinoco address book. Doing that in Spinoco is simple. First, type the phone number into your Spinoco address book.  If the country of the phone number matches your Spinoco instance's default country, feel free to enter the phone numbe...

Using templates in Spinoco is simple!  Start by initiating an email conversation in Spinoco or responding to an existing one. The system will automatically prefill the predefined signature in the email message. This signature is the same for the entire team who uses the shared mailbox, except for personal information such as name or role.  If you ne...

Name of the source Description messenger.messages.incoming.count The count of all incoming messages via Messenger - all individual messages received via the channel.  messenger.messages.outgoing.count The count of all outgoing messages via Messenger - all individual messages sent via the channel.  messenger.task.queued.time The length of time that m...

Sources for Incoming Calls Name of the source Description calls.incoming.after-work.internal.time Time spent in the pre-defined after-call timeout for internal (within the application instance) incoming calls only.  calls.incoming.after-work.time Time spent in the pre-defined after-call timeout for all incoming calls.  calls.incoming.answerable.in-p...

1) In the Spinoco address book, click the + button 2) In the newly opened window, fill in all the relevant information about the client. 3) Select whether the contact is a Person or a Group (e. g. a company contact or a team contact to which you wish to link multiple other contacts) 4) Name your contact 5) Add any relevant details and remarks, such ...

To view an existing user's license, or create a new user, navigate to the Team tab. If you do not see the Team tab in your application, please contact your Spinoco Administrator. On the Team tab's left-hand side, navigate to the Settings tab by clicking the gear button.  On this screen, you can see all the users active in your Spinoco instance. To v...

Thanks to Feedback in Spinoco, you can ask your clients directly for Feedback on your performance, whether Feedback on your product or communication with your customer care team. You can then gather comprehensive statistics regarding how well your team is doing and address any deficiencies you might have directly and in a targeted manner.  Let's sta...

For any repetitive customer queries, your agents will appreciate the ease with which they can use email templates in Spinoco. Let's look at setting up templates from within the Spinoco environment. Navigate into the email template screen in Spinoco by navigating to the Team Screen and then the email template tab on the left-hand side.  From the list...

Name of the source Description missed-call.task.closed.called-back.completed.time The total duration it took for missed calls to be resolved by calling the caller back. Includes only missed calls that were not overdue.  missed-call.task.closed.called-back.count The total number of missed calls that were resolved by calling the caller back. Includes ...

To start chatting with a colleague, find the given colleague in the list of available colleagues on the left-hand side.  In the case of a smaller team, you can find the colleague straight away, as they are all displayed alphabetically and according to their current status.  In larger teams, you can search for the correct colleague by starting to typ...

To run Spinoco in logging mode, you will need to modify the shortcut that is used to turn on Spinoco.  Before starting, make sure that Spinoco is off by navigating to the Spinoco logo in the top left corner and selecting “Quit”.    To start, right click on the shortcut for Spinoco on your desktop, and select “Properties” at the bottom of the opened ...

Name of the source Description chat.messages.incoming.count The count of all incoming messages via Chat - all individual messages received via the channel.  chat.messages.outgoing.count The count of all outgoing messages via Chat - all individual messages sent via the channel.  chat.task.queued.time The length of time that messages received via the ...

Occasionally, some of your colleagues might need access to multiple Spinoco instances. This is typically the case when, for example, your company uses different Spinoco instances for each international location, or in the case where you are outsourcing some services to an external company that also uses Spinoco, and need to grant them access to your...

To start the installation process, you must first download the Spinoco Application from the Google Play Store. Navigate to https://spinoco.com/en/for-existing-users and click the Android download button to get started.  Alternatively, you can go directly into the Google Play Store, and search for Spinoco: To download the application, click on the ap...

The Play feature is very useful for your team as it can help you distribute your tasks between your colleagues quickly and efficiently. Let's look at how you can use the Play feature to assign tasks to yourself. To start, hit the Play button at the top right corner of the Task screen. Select the relevant Play profile. If multiple Play profiles are a...

Every task in the Spinoco application has a head where you can find the same basic information for each task. Let's walk through the task head step by step. At the top left of the header, you can close the task view - this will cause the task popup to disappear from the right-hand side where it has opened, like so:  You can also toggle the subscribe...

Task Comments are helpful when you need to communicate something with your colleagues regarding a particular task without the customer seeing the comments.  Every open task has a task comment bar that you can use to start a comment thread. The comment bar is only available for closed tasks if there were any comments for the task while it was open.  ...

If you ever need to analyze the history of what happened with a particular task, who has worked on it, who has modified any parts of it, and so on, the “Items in log” tab is your friend.  Hit the Items in log button to open the complete history of actions that were done with the task.  Depending on how long this task has been open, you might see a l...

To view an existing user's license, or create a new user, navigate to the Team tab. If you do not see the Team tab in your application, please get in touch with your Spinoco Administrator. On the Team tab's left-hand side, navigate to the Settings tab by clicking the gear button.  On this screen, you can see all the users active in your Spinoco inst...

To connect a new email account to Spinoco or to edit an existing account, select the "Settings" tab. If you do not see the Settings tab in the top tab bar selection, please contact your Spinoco administrator. Select the mobile phone icon on the left-hand side of the Settings screen to get to the gateway settings screen.  If you already have an email...

1) Ensure that your phone is compatible with the Spinoco application. 2) Make sure the HW phone is connected to the same LAN/WLAN network as the computer you will be adding the phone to Spinoco on. The computer must have the 5060 UDP port enabled for incoming traffic from the phone for this provisioning to work. 3) Open the Settings tab in Spinoco. ...

To set up an Android SMS Gateway to work with Spinoco, you will need the following:  a SIM card enabled for sending SMS an Android phone with Android 7.0 or higher (before purchasing a device, please check with your Spinoco contact person to confirm compatibility) This phone will be a dedicated phone for SMS Gateway; you should therefore ensure that...

There are several tools within Spinoco that you can use to manage your work. One of them is called “Status”, and it is at the very top of the screen, regardless of where in Spinoco you find yourself.  The status is always displayed on the big button with your name on it.  On the mobile application, you can find the status changing button by navigati...

The largest part of the Spinoco interface is given to tasks - and for good reason. Every piece of communication that happens in Spinoco is in the form of a task. So, for example, an incoming phone call is a task that needs to be resolved by answering it. An email or chat conversation is a task that needs to be resolved by interacting with the client...

Name of the source    Description    active.users The number of users currently in an active (green) status. users.after.work The number of users who are currently in the wrap-up time after a call. users.busy The number of users currently in a busy (orange) status.                   ...

Name of the source Description email.messages.incoming.count The total number of incoming individual email messages. email.messages.outgoing.count The total number of outgoing individual email messages. email.tasks.completed.count The total number of completed email tasks (conversations). email.tasks.completed.duration The total duration it took for...

Missed calls in Spinoco offer a powerful way of managing communication with your client while ensuring that every client's request gets answered, regardless of who was responsible for picking up their initial call.  To start working with missed calls in Spinoco, you need first to filter the missed call tasks. For a more detailed explanation of how t...

There are many ways in which you can use hashtags in Spinoco. In their simplest form, they are a way to mark tasks with predefined options.  The simplest way to use hashtags is to close tasks with one of the predefined hashtags. You can mark the result of the task, the next step for the task, or both. This information is then available in the statis...