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CCaaS Channel Setup for Agent Tools

Tutorials
Getting Started
Agent Experience and Contact Center Management Console (CCM Console)
Voice Configuration
Voice Entry Points
Voice Experience Templates
Bulk Upload Voice Entry Point
Define Rules and Policies
Create a HOO Template
Create Policies
Create a Routing Template
Create a Queue Wait Time Template
Create a Throttling Template
Create Rule Types
Create Rules
Create an Outdial template
Hours of Operation
Queue Treatment
Queues and Queue Groups
Agent Activity Groups
Agent Management
Console User Management
Data Tag Management
Agent Tool Configuration
Business Locations
Data Intelligence Tutorials
Setting up Intelligent Contact Distribution
Getting Started with Intelligent Contact Distribution API
ICD Channel Throttling Rule Configuration
ICD Hours of Operation Rule Configuration
ICD Queue Wait Time Rule Configuration
Setup Analytics and Reporting
Getting Started with EG Data Lake
Getting Started with User Context Service
Core Conversation Metrics
Build and Customise Reports
Conversation Data Concepts
Conversation Scenarios
Getting Started with Platform Data API
Interacting with GraphQL
Skills and Tasks Scenarios
Workforce Management Tutorials
Workforce Management Integration
Workforce Optimization Data Visualization
Smart-Omni-Channel-Routing Tutorials
Queue and Queue Management
Provisioning Users and RBAC
Voice and Chat Channel Integration Tutorials
Integrating CCaaS and Salesforce
Bring Your Own Voice Provider Client Library Adapter
Bring Your Own Voice Adapter
Bring Your Own Voice Provider
Bring Your Own Voice Provider Client Library Adapter
Bring Your Own Voice Adapter
Conversation Data Visualization
Conversation Scenarios
Message Scenarios
Participant Session Scenarios
Skills and Tasks Scenarios
Phone Number Assignment Guide
CCaaS Channel Setup for Agent Tools
Agent Identity and Access Management Tutorials
Logging in using Okta
Provisioning Users and RBAC
Role Management
Configure your own Skills Tutorials

CCaaS Channel Setup for Agent Tools

  1. Prerequisites
  2. Use Platform Agent Tools or Bring Your Own

  3. Configure CCaaS Profile to denote channels supported on Platform per Partner

    • Voice

      • On platform
      • 3rd party (future)
      • Bring your own voice provider

    • Chat

      • On Platform
      • 3rd party chat provider integration
    • Email
    • Case Management/SR
    • Other channels
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