The Contact Center Manager Application is used for the User administration, Message, and Schedule administration, Broadcasting, and Reporting. Download the Contact Center for Managers user guide for advice on the commonly used features of Contact Center, including:
- User Administration - create and retire Users (Agents and Managers), manage Skill Levels, Team Lists, and Templates.
- Broadcasting - control the metrics displayed in the Broadcast bar of your team's Agent Portal or Agent Desktop software.
- Messages and Schedules - configure how calls are handled at different times of day, and which messages are played to your callers.
- Reporting - Contact Center provides rich reporting functionality. Reporting is available on a wide range of metrics in real time with trend analysis, or on historical data.