PureCloud contact center features
PureCloud contact center includes all functionality in Communicate and Collaborate.
Agents can do the following through the agent user interface.
Feature | Learn more |
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Toggle their on queue/off queue status | On Queue and Off Queue |
Receive and work with multiple interactions | Manage multiple interactions |
Accept and work with interactions that were routed to them by the automatic call distribution (ACD) system | Accept and complete ACD interactions |
See customer typing indicators in web chat interactions | Work with chat interactions |
See customer typing text in message interactions | Work with message interactions |
Request assistance from supervisors | Agent assistance |
View their performance statistics, time management metrics, evaluation scores, and weekly schedule | My Performance views |
View real-time statistics for queues in which the agents are members. | My Queue Activity view |
Flag calls and ACD voice interactions that have voice quality issues | |
Use call scripts to help guide them through interactions | Use scripts |
Select and use canned responses for interactions | Use canned responses |
Summarize and wrap up completed interactions during after-call work (ACW) | Complete after-call work |
Work with external contacts and organizations | About External Contacts |
Access information and use PureCloud call controls with third-party systems and browser extensions | About the PureCloud embedded clients |
Browse the customer’s view of a web page during a chat and collaborate using annotations and page control | About co-browse |
View the customer’s entire desktop or application during an active web chat or voice interaction | About screen share |
Managers and admins with the appropriate permissions can do the following.
Feature | Learn more |
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Modify behavior for the supported channels, add and delete queue members and wrap-up codes, and modify ACD settings | Manage queues |
View or listen to agents on interactions that are in progress | Monitor agents |
Activate and deactivate agents who are members of a queue | Activate and deactivate queues for agents |
Change the presence and status of agents. | Change an agent’s status |
Create wrap-up codes and assign them to queues | Wrap-up code administration |
Add or edit canned responses for agents to use in interactions | About canned responses |
Create and manage alerts and alert rules to provide notifications when statistics exceed a defined range of values | About alert administration |
Create schedules, configure call and message routing, plan for emergencies, and store data locally in data tables for use in Architect. | About routing |
Enable incoming ACD-routed calls to automatically connect to agents instead of agents having to accept the calls. | Turn on auto answer for agents |
Customize a secondary level of user status selections for an organization. | About status, presence, and activity indicators |
Manage external contacts and organizations | About External Contacts |
Enable customers to interact with contact center agents directly from your website in web chat sessions | About widgets for web chat |
Managers and admins with the appropriate permissions can do the following.
Feature | Learn more |
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Inbound flows | Work with inbound flows |
Outbound flows | Work with outbound flows |
In-queue flows | In-queue flows overview |
Secure flows | Secure call flows overview |
Inbound email flows | Inbound email flows overview |
Inbound message flows | Inbound message flows overview |
Inbound chat flows | Inbound chat flows overview |
Audio resources | Work with call prompts |
Expressions | Work with expressions |
DTMF menus | DTMF and speech recognition in menu choices |
Speech recognition | Speech recognition overview |
Supported languages | Language support in Architect |
Text-to-speech (TTS) engines | About text-to-speech (TTS) engines |
Dependency searches | Dependency search |
Queue administrators can do the following to configure ACD routing for a queue.
Feature | Learn more |
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Configure the evaluation and routing methods to use for routing interactions | |
Configure ACD bullseye routing, based on sub-groups of agents with specific skills | Bullseye routing |
Configure ACD routing based on skills | ACD evaluation and routing methods |
Create an email domain for the organization and add email addresses to use for routing email interactions through ACD | About ACD email routing |
Create call flows that allow customers to leave voicemails for a queue, and then route those voicemails to agents through ACD | |
Configure routing to allow agents to respond to customer SMS and supported message platform interactions through ACD | About ACD messages |
Outbound administrators can do the following to configure outbound dialing campaigns.
Feature | Learn more |
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Select a dialing mode (Preview, Predictive, Progressive, Power, and Agentless) to use for an outbound campaign | Dialing modes |
Manage lists of contacts to call or to never call | List management overview |
Indicate when outbound campaigns can call specific time zones | |
Define call analysis responses, the actions to take based on the call connection analysis | Call analysis responses page |
Configure rules to initiate specific actions in certain conditions | |
Create wrap-up code mappings to flag numbers that shouldn’t be called based on the assigned wrap-up code | Wrap-up code mappings page |
Search audit records to see who added, changed, or deleted an outbound configuration or data file | Audit search view |
Check for and troubleshoot errors that have occurred with one or more running campaigns. | Event viewer page |
Configure campaign call settings that apply to all campaigns in your organization. | Outbound settings |
Script designers can do the following.
Feature | Learn more |
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Create scripts for inbound and outbound dialing campaigns | Scripting concepts |
Add or modify variables that are associated with scripts | Add a script variable |
Add components for script pages by clicking icons in the toolbox | Add components from the toolbox |
Use or delete templates for scripts and components | Templates page |
Define, modify, or delete actions that scripts and components can invoke | Available script actions |
Enable a script for use by an inbound Architect call flow | Enable screen pop |
Check for script errors | Validate a script page |
Supervisors and and managers can use the following reports, dashboards, and views to monitor queues and view statistics for queues and agents.
Views
Description | Learn more |
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View statistics for agents, including metrics, time in statuses, and evaluations. | Agents Performance views |
View information about completed interactions. | Interactions view |
View statistics based on the skills and languages required for interactions as they enter a queue. | Skills Performance view |
View real-time and historical queues activity and metrics. | |
View detailed metrics about the length of abandons in a queue. | Abandon Intervals Metrics view |
View statistics and other details for web surveys. |
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View detailed metrics about your DNIS numbers. | |
View flow performance, including metrics, destinations, and flow outcomes. | Flow Performance views overview |
View detailed metrics about the wrap-up codes assigned to interactions. | Wrap-Up Performance Summary view |
See and cancel callbacks scheduled by agents during interactions. | Scheduled callbacks view |
View statistics and other details for a specific active campaign. | Outbound campaign details view |
View aggregate data for multiple users, queues, or DNIS numbers in certain performance detail views. | |
View statistics and other details for API requests your contact center makes. |
Dashboards
Description | Learn More |
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View contact center metrics on an iPad. | Mobile apps |
Monitor real-time contact center activity. | Contact center dashboard |
Monitor connect rates, abandoned calls, and the progress of each running campaign. | Campaigns dashboard |
View assigned and completed evaluations, review recordings of interactions, and score interactions. | Quality evaluator dashboard |
View agent evaluations and scores, quality evaluator activity, and overall evaluation and calibration activity. | Quality administrator dashboard |
Reports
Category | Learn more |
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Agent reports | |
Queue reports | |
Outbound campaign reports | |
Interaction report | Interaction Details report |
Administrators can do the following.
Feature | Learn more |
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Create and modify management units | Work with management units |
Create and manage activity codes for an organization’s activities | Configure activity codes |
Create and configure service goals and assign them to queues | Service goal groups overview |
Create and modify work plans | About work plans |
Create short-term forecasts | Work with short-term forecasts |
Generate a schedule based on forecasting and scheduling constraints | Generate a load-based schedule |
Create, manage, and synchronize time off requests | About time off requests |
Compare agents’s current status against scheduled work-time | Real-time adherence overview |
Review how well agents have followed their schedules in the past | Historical adherence overview |
View differences between original forecasts and actual contact center behavior | Intraday monitoring overview |
Create and modify agent schedules | Work with schedules in workforce management |
Manage agents’ time off requests | Agent time off requests |
Quality administrators can do the following.
Feature | Learn more |
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Use the Quality Administrator dashboard to monitor quality evaluation and calibration activity | Quality administrator dashboard |
Manage the evaluation forms that are used to score recordings and agent performance | Evaluation forms page |
Use the calibration process to standardize call evaluations | Calibration overview |
Use quality policies to automate repetitive quality management tasks | Quality policies overview |
Manage encryption keys to protect recorded interactions from unauthorized access | Encryption keys |
Add comments to a recording | Annotate a recording |
Control recording settings for the organization | Create a policy |
Record agents’ screens as they handle interactions | About screen recording |
Create and send web-based surveys to customers after interactions. | About web surveys |
Feature | Learn more |
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Bots | |
Data actions |
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Data dip |
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Embedded clients |
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External contacts | |
Text-to-speech (TTS) engines | |
Transcription and speech analytics | |
Workforce management |
For a weekly summary of PureCloud contact center updates and new features, see Release notes.