Overview
Resources are files and features that can be used in multiple campaigns.
The contact centre resources are:
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The Configuration module allows you to create and maintain Inbound and Outbound voice, Email, and Chat campaigns. |
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The Campaign Data Fields module allows you to import information into a campaign that can be used by the Agent in a script. |
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The Wrap Codes feature allows you to edit the list of wrap codes that an Agent can access when wrapping an interaction with a contact for the selected campaign. |
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The Scripts configuration allows a User to create campaign-specific scripts |
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The Transfers feature allows you to edit the list of transfers that an agent can access during an interaction with a contact for the selected campaign. |
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Quality Assurance set up can be used to design the Quality Assurance scorecard for a campaign. |
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A Post-Call Survey is a Workflow which can be configured to capture feedback |
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The Queues module help you allocate interactions to agents across Voice, email and chat and manage priorities. |
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