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Overview of Creating Group, Agent, Queue, and Channel Entities

As shown in Figure 2, an Virtual Contact Center consists of a series of configuration entities.

To most efficiently use the Configuration Manager to create and configure your contact center's entities, follow a "top down" hierarchy.

Figure 2 illustrates the contact center planning and configuration hierarchy, and lists the contact center planning considerations you will use when creating and configuring those entities.

Figure 2: Virtual Contact Center planning and configuration hierarchy.

Because the Groups, Agents, Queues, and Channels entities are interrelated, you can save time if you create and configure the entities in the following order:

  1. Create Groups for the categories that will use the Virtual Contact Center.

    Groups may be functional (Support or Sales), or organizational (by team or management entity).

    Creating Groups first enables you to completely create new Agent profiles.

  2. Create Agent accounts for all of your contact center agents.
  3. Define your contact center's Phone, Email, Chat, and Voice Mail Queues.

    To enable you to assign voice mail rollover to your Phone queues, create your Voice Mail queues first.

    When you create Queues, you can assign one or more previously defined Agents to the Queue.

  4. Configure your Phone Channels, then create Email, or Chat Channels.

    To create a Phone Channel, contact 8x8, Inc.'s provisioning department.

  5. Configure your Internal CRM.

    Add customized customer, case, and followup fields to your CRM.

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