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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