Admins: Customizing your Account

Admins: Customizing your Account

Summary

Learn how to customize some of the main settings and features of your account to streamline the day-to-day of your team, such as dispositions, queues, voicemail, metrics, and agent status.

 

Estimated time: ~45 min

 

Additional resources:

 

 

Not registered yet? Hover over the lessons to see a description.

Lessons~45 min

  • Customizing your Account
  • Time Settings

    Adding time zones, business hours and the After Hours IVR.

  • Time Settings Quiz
  • Call Settings

    Configuring settings like call recording.

  • Call Settings Quiz
  • Dispositions

    Configuring the call dispositions that can be used by your agents.

  • Dispositions Quiz
  • Routing and Device Settings

    Customizing how and when your agents receive calls.

  • Routing and Device Settings Quiz
  • Queue Settings

    Customizing the waiting queue.

  • Queue Settings Quiz
  • Voicemail Settings

    Configuring voicemail and voicemail transcriptions.

  • Voicemail Settings Quiz
  • Metrics Settings

    Customizing metrics settings, like the Service Level Threshold.

  • Metrics Settings Quiz
  • Agent Workflow

    Configuring the availability statuses that your agents can use.

  • Agent Workflow Quiz
  • Other Number Settings

    Configuring a blocklist and a favorites list of phone numbers.

  • Other Number Settings Quiz
  • Holiday Hours

    Configuring holidays for your account.

  • Holiday Hours Quiz
  • What's next?

    See which course you should take next.

Summary

Learn how to customize some of the main settings and features of your account to streamline the day-to-day of your team, such as dispositions, queues, voicemail, metrics, and agent status.

 

Estimated time: ~45 min

 

Additional resources:

 

 

Not registered yet? Hover over the lessons to see a description.

Lessons~45 min

  • Customizing your Account
  • Time Settings

    Adding time zones, business hours and the After Hours IVR.

  • Time Settings Quiz
  • Call Settings

    Configuring settings like call recording.

  • Call Settings Quiz
  • Dispositions

    Configuring the call dispositions that can be used by your agents.

  • Dispositions Quiz
  • Routing and Device Settings

    Customizing how and when your agents receive calls.

  • Routing and Device Settings Quiz
  • Queue Settings

    Customizing the waiting queue.

  • Queue Settings Quiz
  • Voicemail Settings

    Configuring voicemail and voicemail transcriptions.

  • Voicemail Settings Quiz
  • Metrics Settings

    Customizing metrics settings, like the Service Level Threshold.

  • Metrics Settings Quiz
  • Agent Workflow

    Configuring the availability statuses that your agents can use.

  • Agent Workflow Quiz
  • Other Number Settings

    Configuring a blocklist and a favorites list of phone numbers.

  • Other Number Settings Quiz
  • Holiday Hours

    Configuring holidays for your account.

  • Holiday Hours Quiz
  • What's next?

    See which course you should take next.