API Console

Swagger | Microservice

Executive Summary

Administer the day to day activity in the contact center – allocate positions and track staff availability and performance

Examples of Use

Contact center operations re-assigns staff to servicing positions to deal with peak loading for a specific product or service type

Role Definition

Oversee and administer the day to day activity in the contact center. This includes the assignment of individuals to servicing positions in compliance with the service configuration determined by Contact Center Management. Also tracking staff availability and utilization during the servicing session and making necessary assignment adjustments to deal with servicing load. (Note servicing resources interact directly with the Contact Routing service domain to indicate when they are open to receive customer contacts) 

Related Business Scenarios

Core Business Object

Customer Contact Center

Key Features

  • Track servicing resource availability and assignments
  • Track servicing loads and respond to periods of peak requirements
  • Resolve contact center servicing issues