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In this guide

About this guide
Contact Center overview

Inbound Call Center

Inbound call center overview

Administrator

Call center administrator guide
Set up agents
Agent pause reasons and skills
Queue configuration
Queue ring strategies
SLA targets
Wallboard overview
Configure the wallboard
Call recording and review

Supervisor

Supervisor guide
Real-time monitoring
Historical reporting
Agent evaluation

Agent

Call center agent guide
Sign in to the Call Center Console
Change your agent status
Handle queue calls
Wrap-up and after-call work

Outbound Campaigns

Outbound campaigns overview
Create an outbound campaign
Preview vs progressive dialing

Omnichannel Messaging

Omnichannel messaging overview

Administrator

Omnichannel administrator guide
Configure the SMS channel
Configure the WhatsApp channel
Configure the live chat widget
Configure Facebook Messenger
Configure the Telegram channel
Route messages to agents

Agent

Omnichannel agent guide
Handle customer conversations
Use quick replies
Conversation history

Additional Resources

CRM and helpdesk integrations
WebRTC click-to-call
Open API for contact center

DocsContact CenterOmni agent

Omni agent

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