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• 5.19 • 5.2 • 5.3 • 5.8

Audience

The Contact Center Administrator Guide is intended to be used by personnel responsible for contact center operations, such as the following:

  • Contact center services and interaction processing scenarios definition
  • Contact center workforce management
  • Contact center efficiency and quality of customer service assessment
  • Outbound campaign definition and execution
  • General contact center management
  • Contact center reporting and quality monitoring
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