Overview of Contact Center Administration

AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. accounts have exclusive access to the following Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. features that are not enabled for non-supervisory agent accounts:

In addition to supervisory features, agent supervisors may choose to perform, or at least guide and validate the use of, certain operations, such as agent profile configuration, that agents have access to. These include the following agent-optional features:


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