About contact center
Learn about contact center management, from skills, queues, wrap-up codes, routing, and canned responses.
PureCloud uses ACD skills to help match customers with the most suitable agents based on a customer’s needs. Add skills and then assign them to help customers find the agent who can help them the most.
Create, edit, and delete queues, designate members, associate wrap-up codes, and enter the number of seconds that alert timeouts display for interaction channels for the entire organization.
Create and edit wrap-up codes
Create, edit, and delete the wrap-up codes agents use at the end of an interaction.
Manage ACD email routing
Configure agents to allow them to open and read ACD-routed email messages.
Create and organize libraries of standard text responses to commonly asked questions
Configure analytics options
Change the way PureCloud calculates metrics in views and reports.