Get to Know Contact Center

User Configuration Tasks

This section will guide you through the different user configuration tasks that you need to have ready to launch the new tool for your teams.

Contact Center Administration 
Training Library

Welcome to your new hosted contact center. We have compiled a library of videos to help you with each step of configuring your teams, users, queues, and IVRs.  

We suggest watching the videos in the order they are presented. Feel free to watch individual videos again if you want to review a specific topic.  

1. Teams and Agents

2. Agent Activities

3. Classifications

To help get to know your new Contact Center tools, these videos will introduce you to the different areas you need to be familiar with and how to navigate them.

4. Downloading CCA

Customer Experience Configuration Tasks

This section will guide you through the configuration that will enhance your customer experiences. Set your hours of operation, holidays and record your prompts.

Special Tools

This section has the information you need to set up the additional tools available with Contact Center.

1. Navigating the Contact Center Admin Portal

2. Utilizing the Support Center

5. Phonebook

1. Easy IVR

2. Queue Setup

3. Working Hours

4. Holidays

5. Prompt Recordings

1. Evaluator Setup

3. Dynotes Setup

5. Email Setup

2. Scheduling Tool Setup

4. Chat Queue Setup

6. Post-Call Survey