Introducción al Administrador del Contact Center
La Guía del administrador del Contact Center de Bright Pattern describe la configuración de los recursos del contact center que los usuarios de Bright Pattern Contact Center deben conocer para operar en un entorno de contact center específico. Dichos recursos incluyen agentes y otros usuarios, equipos de agentes, servicios de contact center con habilidades asociadas, escenarios y cronogramas de operación, extensiones y puntos de acceso, y varias otras configuraciones.
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 descriptions of the items of the Reports menu of the Contact Center Administrator application, see the Bright Pattern Reporting Reference Guide.
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
Guide Sections
The sections of this guide are organized in the same order as they are presented in the application; sections containing subsections are organized into subbooks. Additionally, reference material is provided in order to help you as you configure your contact center. The guide's sections are as follows: