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

• Related Articles

• Custom Call Center Agent Status | OneCloud Support Portal

  Call Center Supervisors can add custom agent statuses. Pre-defined statuses are broad descriptions such as "lunch", "break", and "available". By using a custom status, the Supervisor has increased granularity on call center reports. Note that custom ...

• OneCloud Contact Center for WebPhone | OneCloud Support Portal

  OneCloud has had extensive call center capabilities available through the portal for users who manage or participate in call queues. These statistics and features are now available on the WebPhone. The functionality is on by default, and available ...

• OneCloud Overview | OneCloud Support Portal

  Accessing the Portal You will first need to complete setting up your account using the Welcome Email sent to you by either the onsite installer or TelWare support team. Once set up, you can access your account by navigating to Myonecloud.com. Home ...

• OneCloud v43 Release Notes | OneCloud Support Portal

  New Features Added Poly Edge E devices to Button Config and NDP. Added Grandstream GRP2670 to Button Config and NDP. Toggle Timeframe now allows for the selection of a remote user and timeframe allowing any phone to monitor another user's timeframe ...

• OneCloud v44.0 Release Notes | OneCloud Support Portal

  OneCloud V44.0 Release Notes New Features Added audit log entries for all successful logins and access token grants. Added support for a stronger JWT token including the ability to validate using public key. Added Fanvil v67 Device support in button ...