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5.2:Contact-center-administrator-guide
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Client Partitions
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Contents
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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 Service Configuration
Outbound Campaign Configuration
Email Service Configuration
Chat Service Configuration
Web Chat 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
Special Numbers
Scenario Entries
Scenario Entries Overview
Dial-in
Messaging/Chat
Web Callback
Email
Scenarios
Scenarios Overview
Voice
Chat
Workflows
Workflow Entries
Variables
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
Lists
Lists
Do Not Call Lists
Tasks
Scheduled and In-Progress Tasks
Task Log
Case & Contact Management
General Settings
Client Partitions
Case Categories
Custom Fields
Import & Export
Forms
Activity
Contact
Case
Augmentation
Call Center Configuration
General Settings
Integration Accounts
Identification
Knowledge Base
Calendars
Hours of Operation
State Calling Hours
Auxiliary Skills
Language Skills
Audio Treatments
Shared Voice Segments
Voicemail
Omni-Channel Routing
Chat Settings
Email Settings
Quality Management
Grading Categories
Call Recording and Monitoring
Screen Recording
Encryption Settings
Reporting
Report Templates
Reporting Settings
WFM Reports
Custom
Custom Reporting Fields
Custom Survey Fields
Security
Security Policy
System Access Restrictions
Text Masking
Encryption Key Management
Audit Log
Appendices
Agent Desktop Helper Application
System Requirements
Countries, Calling Codes, and Time Zones
Glossary
Setting Up Private S3 Storage