Management menu
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Manage announcements
Announcements are pre-recorded audio messages that play, at a given time, to inform the client of something like opening or closing hours. On the A...
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Manage blocked lists
A Blocked List is a list of numbers or addresses that will not be contacted under no or certain circumstances. It is an access control system which...
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Manage breaks and absences
Breaks and absences are used to identify the motive the agents choose to be Not Ready on a service (unavailable to take calls). Click on to op...
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Manage business outcomes
Business Outcomes are a registry of the business consequences of the contact with the customer, attributed to an interaction by the agent who dealt...
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Manage call barring profiles
Call barring profiles defines a set of rules applied whenever the agent places an outbound call. The profile can be used to define barring and call...
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Manage campaign groups
On campaign groups you can create groups of campaigns so the reports can display the values of the group instead of the campaigns individually. Thi...
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Manage contact rules
Contact rules determine when to use each address and how to retry the contact when a call fails. Contact attempts are made taking into consideratio...
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Manage address types
Addresses are classified according to type, which is a way to group addresses, not only by media (audio, video), but also by usage (home, work, mob...
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Manage day sets
Day sets define special days. Typically these days are non-working days that are identified as such in routing script timetables. When calls go thr...
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Manage devices
Devices are the physical phones associated with extensions. On the Devices page, you can: See the devices created Create devices Edit devices D...
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Manage dial plans
Dial plan defines a set of rules applied whenever the extension places an Outbound call, via PBX. The dial plan can be used to define permissions a...
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Manage external links
External links allows you to configure external URLs to easily access via OneContact Portal. These external links are available on External links. ...
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Managing flows
Flows are the Collab's tool to design IVR interactions. Flexible and OneContact oriented, they allow you to choose the best path an interaction mus...
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Manage key perform indicators
Key perform indicators (KPIs) are markers defined to help supervisors and administrators evaluate the agent's performance. On the KPIs page, you ca...
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Manage skills
Skills are agility or special training in which a person has competence and experience. In the OneContact Portal context, it can be the ability to ...
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Manage shelf categories
Create shelf categories so that your agents can tag each (call, e-mail or IM) interaction they decide to shelve. When shelving, a dialog appears wh...
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Manage working schedule
On Working schedule, you can schedule the working hours of your campaigns. Depending on your time zone you might have exception days and weekends p...
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Manage templates and signatures
On Templates & Signatures you can manage common responses and ways to finalize written responses, so that every customer receives the same treatmen...
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Manage notifications
On Notifications you can see all the notifications issued by OneContact Portal. Notifications are issued whenever the system has to inform you of a...