Inbound
- Managing agents' project greetings
- Playing an announcement when a call is picked up
- Managing inbound calls for Outbound agents
- Connecting a phone number to a call queue
- Viewing and managing inbound routes
- Creating inbound routes for calls
- Creating inbound routes for email
- Creating inbound routes for webchat
- Creating an inbound route for Facebook Messenger
- Creating an inbound call queue
- Creating an inbound message queue for Omni (email, SMS, chat)
- Using queue groups
- Directing inbound calls to an agent without a queue
- Using the Timing applet to set opening hours and public holidays
- Defining a call queue's opening hours
- Managing agent capacity
- Creating agent capacity rules
- Setting up a voicemail for an agent
- Skills and Agent skills
- Uploading announcements