API Console

Swagger | Microservice

Executive Summary

Oversee the assignment and operation of the customer contact center

Examples of Use

Contact center management re-assigns servicing positions in response to service loading and customer wait times

Role Definition

Handles the oversight and configuration of the contact center. Define and maintain the assignment of contact center resources to different contact traffic types (e.g. product/segment/issue). The contact center facility can include automated ‘position’ as well as personnel. Also covers troubleshooting major production problems

Related Business Scenarios

Core Business Object

Customer Contact Center

Key Features

  • Determine the contact center configuration and service schedule
  • Monitor utilization and re-configure the center as necessary
  • Track and assess service performance and troubleshoot major operational issues