Frequently Asked Questions
Active Insights
I don't agree with a call score, can I change it?
Yes! From Call Logs – select “show” next to a scored call. In the upper right-hand corner, expand the Call Menu and choose Edit.
A list of all the scores from the script will appear on the right-hand side of your screen. Click on the score you would like to adjust to expand the results listing. From here, you can edit the score and comment sections. Please note, the total call score will not be recalculated until after you save the results listing.
Where do I retrieve items that have been exported?
Click on the person icon in the upper right-hand corner of the title bar and select “Downloads”.
Where can I find the software update details?
Click on the bell icon in the upper right-hand corner of the title bar to see the current version and updates included in each version. Software updates are automatically provided by Amtelco as needed.
What are the default Dashboard options?
From the Dashboard Menu:
The green “S” indicates which Dashboard is designated as the System Default.
The green “A” indicates which Dashboard is designated as the Agent Default.The Dashboards called “default” and “default agent”, are for the standard defaults that come with all Active Insights accounts and cannot be deleted or edited.
You can designate any Dashboard as the System or Agent Defaults (including the default and default agent Dashboards).
I forgot my login password, what do I do?
You can update your password with the “Forgot your password?” link on the login page. From the update password email link you receive, you will need your account number and email address to complete the change.