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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.Next >