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Connect visitors to agents by skills
Skills connect visitors with the agents most able to answer their questions Agents are trained to help visitors according to the business need. An agent’s area of expertise is referred to as a skill. For example, you can create the skill "sales" for agents who are sales representatives. When visitors click an engagement…
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Lines of business
Operate business divisions under one umbrella account The Conversational Cloud platform is designed to reflect and support your brand goals and business structure as closely as possible. By creating individual Lines of Business (LoBs) within one single account, each with its own campaigns and engagements, brands are better…
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Set the agent group hierarchy
Learn how to use agent groups to reflect your contact center hierarchy Businesses are often divided into groups that reflect their organization and hierarchy. A contact center can be thought of as a group: in which sub-groups of agents are each responsible for a different area of support. To help you mirror your contact…