The primary call-handling characteristics of your Virtual Contact Center are determined by four interaction processing and reporting entities. When a phone, chat, or email interaction enter Virtual Contact Center, appropriate channels receive them, direct them to the desired queues, and lastly to agents who are members of the queue. The following image shows an overview of Virtual Contact Center entities and relationships.
The following table lists the entities in the order they process an incoming service request:
|Call handling or reporting entity||Description of inputs, operation, and outputs|
|Groups||Specify organizational categories, such as Sales or Support, used to analyze and report upon the performance of the contact center's Channels, Queues, and Agents.|
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