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Call centre enterprise settings

Note

Information for enterprise administrators

A call centre is a virtual user that queues calls and distributes them to agents according to the policy you assign to it. A call centre is created at site level, although the agents assigned to it can be from any site in the organisation. Some call centre settings are defined at the enterprise level so they can be used for call centres at all sites.

To change the call centre settings

  1. If you're an enterprise administrator, select the required site.
  2. Select Callcenter > Callcenter-Einstellungen.
  3. Enter your settings.

Call centre scheduled reports

You can schedule reports to gather information about call centre performance and view reports that have already been created.

To view call centre reports

  1. If you're an enterprise administrator, select the required site.
  2. Select Callcenter > Geplante Callcenter-Berichte.
  3. Enter your search criteria and select Suchen.

To schedule call centre reports

  1. If you're an enterprise administrator, select the required site.
  2. Select Callcenter > Geplante Callcenter-Berichte.
  3. Select Hinzufügen.
  4. Enter your report criteria.

When adding a scheduled report, you can specify a call centre or an agent for which you want the reports to be created.

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