The Contact Center Management Console is a web based application that allows partners to set up, configure and customize contact centers. It provides the following capabilities:
Create and provision agent. Stay up to date on your agents' records, with an at-a-glance view of their name, email address, hire dates, and more. Be able to assign business location, role, queue group, language, and status and speed dial group to agent.
Define the geographical and virutal business locations for your agents, including security and partner servicing settings.
Create and manage queues, queue groups, and business hours.
Create queues and assign them to queue group, set up their priorities in queue group.
Create queue group and assign queues to queue group, set up queue priority and delay timer in the queue group.
Set up hold messages customers will hear while waiting
Set up what time your agents are available. Define the parameters for how conversations should be assigned in the event that an agent endpoint is not available. Configuration includes, what can be done in hours and out of hours, as well as supporting options to play message and disconnect, or transfer off platform.
Define the experience that customers should have oin the phone with the voice virtual agent.
Add new telephone numbers for your customers to contact you, and define voice experience associated with the telephone number.
Define the experience that customers should have on the phone with voice virtual agent.
Set up permission groups for your agents based on their tier level, location, and communication channels.
Set up statuses that agents can set to, wrap-up times, and speed dials for contacting other businesses.