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Contact Center Administrator Guide

Introduction

• Purpose
• Audience

General Information

• Login Procedure
• User Interface Overview
• Application Settings

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

• Softphones
• Hardphones
• Access Numbers
• Dial-out Entries
• Static Entries

Scenario Entries

• Scenario Entries Overview
• Dial-in
• Chat (discontinued)
• Mobile and Web
• Email

Scenarios

• Scenarios Overview
• Voice
• Chat

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

• Activity Forms

Lists

• Lists
• Do Not Call Lists

Tasks

• Scheduled and In-progress Tasks
• Task Log

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

• Grading Categories
• Call Recording
• Screen Recording
• Encryption

Reporting

• Report Templates
• Scheduled Reports
• Reporting Settings

Security

• Security Policy
• System Access Restrictions
• Encryption Key Management
• Text Masking in Chat
• Audit Log

Appendices

• Countries, Calling Codes, and Time Zones
• System Requirements
• Agent Desktop Helper Application
• Glossary