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Overview of Configuration Manager Entities and Entity Relationships

Four interaction processing and reporting entities determine the primary call-handling characteristics of your Virtual Contact Center. When interactions of type phone, chat, or email enterVirtual Contact Center, appropriate channels receive them, direct them to the desired queues, and finally to agents who are members of the queue.

Figure 1: Overview of Virtual Contact Center entities and relationships

Table 1 lists the entities in the order that they process an incoming service request.

Table 1: Summary of interaction handling and reporting entities

Call handling or reporting entity Description of inputs, operation, and outputs

Channels

  • Receive new service requests ("calls" or "interactions") from phone, email, or chat communications media.
  • Categorize each incoming service request.
  • Send incoming service requests to the appropriate queue.

Queues

  • Receive service requests from one or more channels.
  • Prioritize each service request.
  • Send service requests to the agents assigned to the queues.

Agents

  • Receive prioritized service requests from queues.
  • Service the incoming interaction.
  • Complete the interaction.

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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