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View Virtual Contact Center Summary

You can have a quick view of your Virtual Contact Center channels, queues, and agent groups by going to Home >Summary. A channel facilitates communication of interactions in and out of a Virtual Contact Center tenant. A queue is an ordered collection of interactions waiting to be served by agents who are qualified to respond to these interactions. An agent group is a collection of agents who report to a supervisor. A single group may serve your entire call center or may be dedicated to one or more products, services, queues, or to a specific communication channel such as phone, email, or chat. Virtual Contact Center uses skill-based routing rules to place interactions to the appropriate queues.

The Summary page provides a quick statistical summary of:

Summary Page Options

The following table summarizes the information you can find under Home > Summary. You can view a summary of incoming channels, inbound and outbound queues, and agent groups in this page.

Summary tab option Description
Incoming Channels For each type of Channel, summarizes the number of Channel definitions of that type.
For details on Channels, refer to Create and Configure Channels.
Inbound Queues Summarizes the number of Inbound Queue definitions of that type.
For details on Queues, refer to Create and Configure Queues.
Outbound Queues Summarizes the number of Outbound Queue definitions of that type.
For details on Queues, refer to Create and Configure Queues.
Agent Groups For each Group definition, summarizes the number of Agents assigned to that group.
For details on Groups, refer to Create Agent Functional Groups.
For details on Agents, refer to Add Agents.

 


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