Administrator Portal and Setup

• Quick Setup Guide
• Setup Guides and Templates
• Privileges summary
• Administrator Portal Overview
• Full Setup Guide
  • Setup 1: Setting up agents
  • Setup 2: Preparing assets
  • Setup 3: Assigning user groups
  • Setup 4: Creating queues
  • Setup 5: Multiple groups
  • Setup 6: Queue Numbers
  • Setup 7: Adding audio files
  • Setup 8: Customising queue recordings
  • Setup 9: Customising agent recordings
  • Setup 10: Queue KPIs
• Administrator Information
  • What I can see on my screen after I log in
  • Change password
  • Change Language
  • Searching a list
  • Searching a dropdown list of items

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Staff Management

• Status data report
• Users
  • Call Recording
  • Resetting user passwords
  • Modifying an existing user account
  • Configuring recording for a user account
  • Chat recording
  • Viewing agent contact details
  • Setting the IVR PIN
  • Viewing agent capability
• Groups
  • User groups
  • Creating and adding a user group
  • Editing or deleting a user group
  • Copying a user group
• Roles
  • Roles, privileges and profiles
  • Best practice when creating different versions of a role
  • Managing roles
  • Assigning and Customising Roles and Privileges
• Break Reasons
  • Managing break reasons
  • Break reasons overview
• Holiday Lists
  • Create a holiday list
  • Manage Holiday Lists
• Time Ranges
  • Managing time ranges
  • Creating and adding a time range
  • Defining rules for a relative time range
  • Defining rules for an absolute time range
  • Editing or deleting a time range
  • Copying a time range
• External Destinations
  • Managing external destinations
  • External destinations

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Calls Management

• Simultaneous ringing overview
• Scheduling a call
• Direct calls overview
• Call data reports
• Call Flows
  • Call routing flows
  • Modify user-configurable parameters for call flows
  • Call Flow Tutorial
  • Setting up an auto attendant for BC/DR Treatments
  • Call Flow Templates
    • Call Flow Tips and Tricks
    • Call Flow Templates
    • Call Flow Template 1
    • Call Flow Template 2
    • Call Flow Template 3
    • Call Flow Template 4
• Service Numbers
  • Managing service numbers
  • Update a service numbers call flow or user-configurable parameters
  • Update an existing service number
• Campaigns
  • Viewing campaign progress
  • Importing lists of campaign numbers
  • Create an outbound campaign
  • Managing outbound campaigns
  • Managing campaign numbers
  • How do campaigns work?
• Queues
  • Call queue introduction
  • Create a call queue
  • Managing call queues
  • Assigning agent groups to a call queue
  • Configuring agent outbound dialling
  • Configuring wrapup settings
  • Adding queue audio
  • Managing in-queue audio
  • Defining when in-queue announcements are played
  • Configuring opt in/out options for caller recording
• Playbooks
  • Managing play books
• Audio Files
  • Managing audio files
  • System audio files
  • Adding audio announcements
  • Text-to-speech overview
  • Uploading Audio Files
  • Generate text-to-speech audio
• Area Codes
  • Create an area-code group
  • Managing an area-code group
  • Importing and exporting area-code numbers
• Number Lists
  • Managing number lists
  • Importing number lists
• Global Variables
  • Managing global variables
• Surveys
  • Managing after-call surveys
  • How after-call surveys are handled
  • Configuring survey parameters
• Call Slots
  • Managing call slots
  • Callback slot announcements
  • What are call slots?
  • What are callbacks?

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Flow Management

• Introduction to Routing Flows and the Flow Editor
• Benefits of Routing flows
• Managing Routing Flows
  • Introduction to Node types
  • Node Parameter Values
  • Create and publish a new routing flow
  • Making nodes available from the Node Type library
  • Configuring nodes in a routing flow
  • Configuring variables in a routing flow
  • Adding user-configurable values
  • User-configurable parameter options
  • Additional flow editor functionality
  • Managing existing routing flows
• Standard Node Types
  • Call delivery and routing node types
  • Caller interaction node types
  • Branching node types
  • Outdial node types
  • Queue node types
  • Email node types
  • Work-item node types
  • Company configuration node types
  • External destination node types
  • HTTP node types

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Webchat Management

• Webchat overview
• How the web-client interface works
• Managing Webchat services
• Webchat data reports
• Classifying a webchat
• Webchat Queues
  • Configuring advanced settings for a chat queue
  • Creating and managing a webchat queue
  • Defining chat-queue KPIs
  • Defining when in-queue announcements are displayed
  • Webchat queues overview
  • Assigning agent assets to a webchat queue
• Webchat Flows
  • Managing Webchat flows
  • Modify user-configurable parameters for Webchat flows
  • Webchat flow templates
    • Chat flow templates
    • Chat Flow Template 1
    • Chat Flow Template 2
    • Chat Flow Template 3
    • Chat Flow Template 4

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Email Management

• Email overview
• Email data reports
• Supporting a shared email address
• Settings required for adhoc outbound email
• Classifying an email
• Email Servers
  • Email Server recommended settings
  • Email Server Setup Guide
  • Viewing the default system email server
  • Viewing the email servers’ status
  • How email servers and authentication work
  • Managing email servers
  • Email Server Setup Guide
    • Email 1: Setting up users for email
    • Email 2: Setting up groups for email
    • Email 3: Creating text blocks for email
    • Email 4: Preparing assets for email
    • Email 5: Creating email classifications
    • Email 6: Creating email queues
    • Email 8: Email server settings
    • Email 7: Email Flow Templates
• Email Flows
  • Managing email flows
  • Modify user-configurable parameters for email flows
  • Email Flow Templates
    • Email Flow Template 1
    • Email Flow Template 2
    • Email Flow Template 3
• Email Queues
  • Email queues overview
  • Creating and managing an email queue
  • Defining email-queue KPIs
  • Configuring advanced settings for an email queue
  • Assigning agent assets to an email queue

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SMS Management

• SMS overview
• Configuring SMS Templates
• Configuring SMS From Addresses
• Create an SMS queue
• Configuring automated SMS
• Managing SMS queues
• Outbound SMS data reports

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Safe-Pay Management

• Safe-Pay data reports
• The cardholder’s view
• How Safe-Pay works
• Merchant Configuration
• Configure Payment Queues
• PSP Configuration
• PSP – Link Delivery
• Editing or deleting a payment queue
• Configuring Safe-Pay
• PSP – Additional Parameters

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Agent Assets Management

• Agent scripts overview
• Configuring agent scripts
• Configuring agent script sections
• Configuring text blocks
• Managing text blocks
• Managing attachments

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Data Management

• Reports Management
  • Reports overview
  • Loading or creating a report
  • Scheduling report generation
  • Generating and exporting a contact report
  • Managing contact reports
  • Scheduling contact report generation
  • Agent scripts data
  • Offline Reporting
    • Managing offline reporting destinations
    • The offline reporting datastore
    • Offline reporting events
    • Agent call event fields
    • Agent status event fields
    • Call queue event fields
    • Contact call event fields
    • Missed call event fields
• Report Types
  • Call data reports
    • Callers report
    • Call flow report
    • Calls report
    • Call transfers report
    • External destination report
    • IVR report
    • Queue transfers report
    • Scheduled calls report
    • Service-number report
    • Call Classifications report
  • Status data reports
    • Break reasons report
    • Working hours report
  • Diagnostic reports
    • Activity audit report statistics
    • Status change report
  • Email data reports
    • Email agent report
    • Email flow report
    • Email queue report
    • Email classifications report
    • Inbound emails report
    • Outbound email agent report
    • Outbound email recipient report
    • Outbound email template report
  • Webchat data reports
    • Webchat agent report
    • Webchat flow report
    • Webchat queue report
  • Outbound SMS data reports
    • Outbound SMS agent report
    • Outbound-SMS recipient report
    • Outbound SMS template report
  • Safe-Pay data reports
    • Safe-Pay agent report
    • Safe-Pay payments report
• Wallboards
  • Managing wallboards
  • Customising a wallboard
  • Wallboards overview
  • Filtering the Agents Overview widget
  • Filtering wallboard widgets
  • Filtering the call queues for Company Summary widgets
• Classifications
  • Managing classifications
  • Classifications Overview

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Customer-related tasks

• CRM overview
• Creating a new contact record
• View a customer’s contact record
• Modifying a customer’s details
• Deleting webchat conversations from customer contact records
• Importing customer details
• Exporting customer details
• Configuring custom fields and tags
• Assigning tags to a customer record
• Managing columns

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CRM Integration

• Contact CRM Integration Developer Guide
• Salesforce Integration
  • Salesforce Integration overview
  • Salesforce Integration procedure
• Zendesk Integration
  • Zendesk Integration Overview
  • Installing Contact in Zendesk
  • Contact Zendesk Integration
  • Using Contact with Zendesk
• Care Connect Integration
  • Using Care Connect
  • Contact Care Connect
• ConConnect Integration
  • Introduction to ConConnect
  • Configuring ConConnect
  • Install ConConnect
• Microsoft Dynamics Integration
  • Microsoft Dynamics Integration overview
  • Microsoft Dynamics Integration procedure

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System Management

• Configuring system assets
• Managing system themes
• Managing media files
• Displaying the online help
• Microsoft Edge Integration
• Configuring ODS codes for automated NHSE reporting
• Configuring agents’ unavailability
• Configuring what agents can view on their web portal
• Configuring email editor options
• Channel blending

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