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Administering Contact Center

Your contact center administrator can configure specific Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. accounts to include access to supervisory tools.

Agent Console accounts with access to supervisory functions are referred to as 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. Console accounts. The topics in this section focuses on the use of the Agent Supervisor Console features.

Agent Supervisor accounts have exclusive access to the following Agent Console 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:

Administering contact center involves:

 


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