Contact Center Administrator Introduction | OneCloud Support Portal

The OneCloud Contact Center Administrator Guide describes the configuration of the contact center resources that users of OneCloud Contact Center need to know in order to operate in a specific contact center environment. Such resources include agents and other users, agent teams, contact center services with associated skills, scenarios, and operation schedules, extensions and access points, and various other settings.

The order in which information is presented in this guide generally follows the structure of the Configuration menu of the Contact Center Administrator application, which is where most of the contact center configuration tasks are performed.

The Contact Center Administrator application

Audience

The Contact Center Administrator Guide is intended to be used by personnel responsible for contact center operations, such as the following:

• Contact center services and interaction processing scenarios definition
• Contact center workforce management
• Contact center efficiency and quality of customer service assessment
• Outbound campaign definition and execution
• General contact center management
• Contact center reporting and quality monitoring

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