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Administrator Knowledge Base
Supervisor Knowledge Base
Agent Knowledge Base

Administrator Knowledge Base
Supervisor Knowledge Base
Agent Knowledge Base

Administrator Portal and Setup

Quick Setup Guide
Setup Guides and Templates
Privileges summary
Administrator Portal Overview
Full Setup Guide
Administrator Information

Staff Management

Status data report
Users
Groups
Roles
Break Reasons
- Managing break reasons
- Break reasons overview
Holiday Lists
- Create a holiday list
- Manage Holiday Lists
Time Ranges
External Destinations
- Managing external destinations
- External destinations

Calls Management

Simultaneous ringing overview
Scheduling a call
Direct calls overview
Call data reports
Call Flows
Service Numbers
Campaigns
Queues
Playbooks
- Managing play books
Audio Files
Area Codes
Number Lists
- Managing number lists
- Importing number lists
Global Variables
- Managing global variables
Surveys
Call Slots

Flow Management

Introduction to Routing Flows and the Flow Editor
Benefits of Routing flows
Managing Routing Flows
Standard Node Types

Webchat Management

Webchat overview
How the web-client interface works
Managing Webchat services
Webchat data reports
Classifying a webchat
Webchat Queues
Webchat Flows

Email Management

Email overview
Email data reports
Supporting a shared email address
Settings required for adhoc outbound email
Classifying an email
Email Servers
Email Flows
Email Queues

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

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
PSP – Advanced Limits
PSP – Digital Wallets for Stripe PSP Configuration

Agent Assets Management

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

Data Management

Reports Management
Report Types
Wallboards
Classifications
- Managing classifications
- Classifications Overview

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

CRM Integration

Contact CRM Integration Developer Guide
Salesforce Integration
- Salesforce Integration overview
- Salesforce Integration procedure
Zendesk Integration
Care Connect Integration
- Using Care Connect
- Contact Care Connect
ConConnect Integration
Microsoft Dynamics Integration
- Microsoft Dynamics Integration overview
- Microsoft Dynamics Integration procedure

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
Configuring system channels
Changing the blending formula of channels
Changing the importance weighting of a channel queue
Changing Agent Capacities
Configuring an SFTP destination
Managing reporting destinations
Diagnostics data reports

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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

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