myContactCenter receives your customers’ calls, emails, faxes and chats, finds the agent best able to answer each of these conversations and delivers it to them. Along the way, it records how long customers wait, who handled which conversation and how it ended.
This introduction explains how everything fits together before the following chapters describe the individual programs in detail. If you set up myContactCenter, you should read all of it. For daily work as an agent, the Overview and the Key terms are enough.
myContactCenter at a glance
What myContactCenter is for, through which channels customers reach you and which programs are part of it.
System architecture
Which programs run on the workstations and which services on the server, how they fit together and how to set up the system for high availability.
The path of a conversation
What happens between a customer getting in touch and the agent completing the conversation — step by step for a call, and with their particularities for the other channels.
Roles and permissions
Who works with myContactCenter and how profiles and licenses determine what someone may see and do.
Key terms
The terms that recur in all chapters — what they generally mean in a contact center and what exactly they denote in myContactCenter.
About this manual
How the manual is organized, how to find something in it and what the conventions in the text mean.