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Capabilities
Contact Center Management Console
Data Intelligence
Intelligent Contact Distribution API
User Context Service
Data Lake
Platform Data API
Data Visualization
Service Experience Metric Suite
Detractor Likelihood
Repeat Contact Likelihood
Repeat Purchase Likelihood
What-If Tool
Data Dictionary
Conversation Data
Repeat Purchase Likelihood Data
Rules Business Objects Reporting
Service Case Data
Workforce Optimization
Workforce Management
Agent Presence
Agent Evaluation
Voice Recording System
Smart Omni-Channel Routing
Callback
Intelligent Contact Distribution (ICD)
Queue Treatment
Realtime Insights
Routing Configuration
Routing Conversation To Agent
Omni-Channel Agent Tool
Channel Integration
Chat Channel Integration
Voice Channel Integration
Recording & Transcription
Voice providers and adapters
Softphone
Identity and Access Management
Resource Sharing Across Partners
RBAC Resource
Tool Access
Built-in Agent Roles
Login Details
Built-in Configuration Roles

Login Details

login components

CPCE users can use OAUTH2 login using either OKTA or Cognito IDP. Once authenticated, RBAC Authorizer validates the role assigned to the user and provides a JWT token that can used by respective Apps to show the correct UI and for users to call platform API's directly (if required).

Provisioning of Users

Users can be provisioned from the CP console or can be synced from Synapps (for existing agents using legacy apps). These users need to have a corresponding role attached to access the applications - Configuration roles or Agent roles

IAM User Prov

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