Setting up a call center

A call center allows an organization to receive or transmit a large volume of requests by telephone in a centralized office.

You can configure a call center and operate the center on the user portal.

This option is only available if you have purchased a call center license.

This topic includes:

• Creating call queues and queue groups
• Configuring agents
• Configuring IVRs
• Configuring surveys
• Setting up monitor view
• Configuring other agent information
• Configuring agent profiles
• Working with call queue statistics
• Configuring report profiles and generating reports