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Setup Help Content
Business Structure
Staffing
- Agents
- Agent Characteristics
Implementation
- Interaction Handling
- Media Repository
- Dynamic Media Repository
- Response Templates
- Text Template Repository
- Address Book Metadata
- Monitoring
- Priority Classes
- Breaks
- Special Days
- Dispositions
- Skills
- Rest API
Business Process
- General
- Handling Defaults
- Handling Timeouts
- Staff
- Interaction Handling Flow
- Flow Variables
Manager Help Content
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- Adding Contacts to the Address Book – Address Book
- Changing Contact Center Operation Hours
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- Adding a New Agent Profile – Agents
- Changing Agent Parameters – Agents
- Change Agent’s Load Allowance
- Changing an Agent’s Phone Extension – Agents
Implementation
- Setting Alerts and Warnings – Monitoring
Business Process
- Activate Special Treatment Flow – General
- Defining Wrap-up Time – Handling Defaults
- Assigning Agents to Business Processes – Staff
- Assigning a Supervisor to a Business Process – Staff
- Creating Disposition Codes – Dispositions