API Console
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
Review Call Centre Activity for New ProductCore Business Object
Customer Contact CenterKey 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