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Summary of Configuration Manager Pages

Table 3 summarizes the navigation tabs and their primary functionality in Configuration Manager.

Table 3: Summary of navigation tabs and their primary functionality in Configuration Manager

Config. Mgr. Page Tabs directly accessible from the page

Home

Use the Home page to view a summary of channels, groups, and queues, configure account profiles, upload and manage audio file greetings and messages, configure the schedules,and configure the tenant default dial plan or create a custom dial plan.

In the Home page, click one of the following tabs:

  • Summary
  • Profile
  • Audio Files
  • Schedules
  • Dial Plans

For more information about the Home tab, see Configuring Account and Tenant Profiles , on page 1

Security

Use Security page to enable setting up password policies for Administrator, Agent and Supervisor accounts. You can also define roles, administrators, and SMTP servers using this menu item. In the Security page , click one of the following tabs:

  • Password Policies
  • Roles
  • Administrators
  • SMTP Servers

Groups

Use Groups page to specify organizational categories, such as sales or support. A group includes a collection of agents who report to a supervisor. In the list of Groups, click Group to access the following tabs:

  • General
  • Outbound Phone Code lists

For more information about the Group tab, see Creating Agent Functional Groups, on page 1

Agents

Agents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports regular agents and supervisor agents.

In the list of Agents, click Agent to access the following tabs:

  • General
  • Phone
  • Queues
  • Supervisor
  • Internal CRM
  • Interactions

For more information about the Agents tab, see Configuring an Agent Account , on page 1.

Queues

A queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. Queues direct incoming interactions to agents.

In the list of Queues, for each type of queue, click to access the following tabs:

  • Inbound Phone: Properties, Members, Voice Mail, Interactions, SLA
  • Outbound Phone: Properties, Agents, SLA, Campaigns
  • Chat: Properties, Members, ICR, Interactions, SLA, Email
  • Email: Properties, Members, Interactions, SLA
  • Voice Mail: Properties, Members, IVR, Interactions, SLA, Notification

For more information about the Queues tabs, see Creating and Configuring Queues, on page 1.

Channels

Phone, email, or Web chat interactions arrive at a tenant on a channel. Email and chat channels are created via Channels page. In the list of Channels, for each type of channel, click to access the following tabs:

  • Email: Properties
  • Chat: Properties, Main ICR, ICR Choices

Note: To create a Phone channel contact 8x8, Inc. provisioning department.

For more information about the Channels tab, see Configuring Voice, Email, and Chat Channels , on page 1.

Scripts

IVR scripts define how the Virtual Contact Center processes an email, phone, or chat interactions. In the list of Scripts, for each type of Script, click to access the following tabs:

  • Email: Properties, Script

  • Phone: Properties, Script
  • Chat: Properties, Script, Code

CRM

CRM page allows agents and supervisors to manage cases, customers, and tasks. In the CRM page, click one of the following tabs:

  • Fields: Customer Fields, Case Fields, Follow-up Fields, Task Fields
  • Escalation Rules
  • Properties
  • Import

For more information about the CRM tab, see Configuring Internal CRM , on page 1.

Support Center

Support Center page allows you to create customer-facing support Web page including FAQs, desktop sharing, chat, and email for your contact center.

In the list of Support Centers, click to access the following tabs:

  • Properties
  • Assignment
  • Greetings
  • Registration
  • Direct URL

For more information about the Support Center tab, see Support Center Services, on page 1.

Outbound Setup

For campaigns to function successfully, they need to connect to the Virtual Contact Center CRM or an external CRM, extract data from a specific CRM object, and generate a target call list. The Outbound Setup allows defining global properties for campaign management.The following tabs are accessed via Outbound Setup page:

  • Properties—Select a target CRM to extract the campaign call list data.
  • CRM Objects—Define CRM objects and fields to extract the data.
  • Audio Files—Upload audio files.
  • Disposition Action—Map Transaction codes to disposition actions.

Campaigns

 

A campaign is an outbound phone based dialer that enables you to search, generate, and feed a call list to an outbound queue facilitating automated outbound dialing. Campaigns page allows defining new campaigns, or controlling or managing existing campaigns.

Click Campaign to access the following tabs for defining new campaign:

  • Properties—Define campaign properties
  • Supervisors—Assign Supervisors to monitor and control campaigns.
  • Filter—Define a search query to filter the target call list data.
  • Sort— Define a sort strategy to sort the target call list data.
  • Audio Files—Assign pre-recorded audio messages to campaigns.

Broadcast

Use the Broadcast page to send a message to one or more Agent Groups.The Broadcast page contains only the Broadcast tab.

For more information about the Broadcast tab, see Broadcast Messages, on page 1.

Integration

Virtual Contact Center offers integration capabilities with Local CRM and third party Customer Resource Management(CRM) systems.

In the Integration page, click one of the following tabs:

  • CRM API
  • CRM Triggers
  • Screen Pop
  • API Token

For more information about the Integration tab, see Integrating with External CRM , on page 1.

Status Codes

Status codes enable contact center supervisors to track how an agent functions through a workday. In the Status Codes page, click Add to access the following tabs:

  • Properties
  • Codes
  • Translations
  • Assignments

For more information about the Status Codes tab, see Status Codes Overview, on page 1.

Transaction Codes

Transaction codes offer a means to apply call disposition to inbound as well as outbound interactions. In the Transaction Codes page, click Add to access the following tabs:

  • Properties
  • Codes
  • Translations
  • Assignments

For more information about the Interaction Codes tab, see Transaction Codes Overview, on page 1.

Outbound Phone Codes

 

Outbound Phone Codes allows you to define and configure Outbound Phone Code lists. Click new or edit to access the following tabs.

  • Properties
  • Codes
  • Translations
  • Assignments

For more information, see

Wallboard

Wallboard allows you to get the real time metrics of your contact center operations. Click Wallboard to access the following tabs:

  • General
  • Fields
  • Thresholds
  • Queues
Chat Design

Chat design allows you to design a custom chat to match your company's requirements and to create a custom chat script to control the chat flow. Click Online or Offline to create a new chat design. The following tabs are accessed via Chat design page.

  • Button
  • Invitation
  • Form
  • Window

See Also

 


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