Contents
- Introduction
- 1 Purpose
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Purpose
ServicePattern Contact Center Administrator Guide describes configuration of the contact center resources that the ServicePattern solution needs to know about in order to operate in a specific contact center environment. Such resources include agents and other users, agent teams, contact center services with associated skills, scenarios, and operation schedules, extensions and access points, and various other settings.
The order in which information is presented in this guide generally follows the structure of the Configuration menu of the Contact Center Administrator application, which is where most of the contact center configuration tasks are performed.
For description of the items of the Reports menu of the Contact Center Administrator application, see the ServicePattern Reporting Reference Guide.