This document provides a complete guide for onboarding, configuring, monitoring, and managing your Contact Center using the Call Center Manager tools.
Table of Conten
Start here to configure queues, assign agents, access live monitoring, and review call center performance β all in one place.
This page is your central resource for setting up, managing, and optimizing your Contact Center. Whether you're just getting started or looking to enhance your team's performance, you'll find step-by-step guidance below.
Call Center Manager: Queue Setup and Management
In this section, you'll be able to:
Dashboard (Call Center Manager)
The dashboard provides:
π Use this section when creating new queues, adjusting agent assignments, or updating queue behavior.
π Use this section to monitor daily operations, identify live call patterns, and support proactive management.
This section covers all live monitoring tools available for Admins:
π Use this section for agent training, coaching, escalations, and quality assurance.
Personal Dashboard Configuration (Manager)
Create customized dashboards in your Workspace to:
π Use this section to build dashboards that match your teamβs goals and provide visibility where itβs needed most.