4.- Contact Center Configuration
Call Routing & Message Routing
Call Routing Navigation: Admin → Routing → Call Routing Message Routing Navigation: Admin → Routi...
Emergency Groups
Navigation: Admin → Routing → Emergency Groups Used by: Call Routing configurations What Are Eme...
External Contacts
Navigation: Admin → Directory → External Contacts What Are External Contacts? External Contacts ...
Scheduling & Schedule Groups
Scheduling & Schedule Groups Section Description Module Context Schedules are part of Rout...
Queues
Topic Detail Navigation Admin → Contact Center → Queues Purpose Core ACD routing objects...
ACD Skills & Languages
Topic Detail Navigation Admin → Contact Center → ACD Skills & Languages Purpose Define s...
Wrap-Up Codes
Topic Detail Navigation Admin → Contact Center → Wrap-Up Codes Purpose Allow agents to c...
Utilization
Topic Detail Navigation Admin → Contact Center → Utilization Purpose Controls how many s...
Canned Responses & Response Assets
Canned Responses Topic Detail Navigation Admin → Contact Center → Canned Responses Purp...
Email — Domains & Routing
Topic Detail Navigation Admin → Contact Center → Email Purpose Configure email domains, ...
Widgets — Web Chat & Web Messenger
Topic Detail Navigation (Web Messenger) Admin → Message → Messenger Configurations and Mes...
Analytics Settings
Topic Detail Navigation Admin → Contact Center → Analytics Settings Purpose Configure ab...
Panel Manager
Topic Detail Navigation Admin → Contact Center → Panel Manager Purpose Create custom UI ...
Scripts
Topic Detail Navigation Admin → Contact Center → Scripts Purpose Guided UI forms present...
Assistants
Topic Detail Navigation Admin → Contact Center → Assistants Purpose AI-powered virtual a...
Knowledge Base
Topic Detail Navigation Admin → Knowledge Purpose Create and manage AI-powered knowledge...
Chat & Messaging Configuration
Topic Detail Navigation Menu → Digital and Telephony → Message → Platform Integrations P...
Outbound Dialing — Overview & Settings
Topic Detail Navigation Admin → Outbound or Menu → Digital and Telephony → Outbound Purp...
Outbound Dialing Modes
Topic Detail Navigation Admin → Outbound → Campaign Management Purpose Select the dialin...
Outbound — Contact Lists & DNC
Topic Detail Navigation Admin → Outbound → Contact Lists and Admin → Outbound → DNC Lists ...
Outbound — Campaign Configuration
Topic Detail Navigation Admin → Outbound → Campaign Management Purpose Create and config...
Callbacks
Section Description Feature Area Contact Center / Queue Configuration Navigation (Schedu...
Predictive Routing
Study Notes Topic Description Predictive Routing AI-powered routing system that optimizes ...
Agent Copilot (Agent Assist)
Study Notes Topic Description Agent Copilot AI-powered real-time guidance system for agent...