Application Center Administration is a management interface where you configure all your contact center components, such as organizational data, templates, and users.

In Application Center Administration, you can configure the following tabs:

• Home: quick access to the configuration of chat, email, and voice channels, profiles, and users.

• Account: configuration of the organizational data, including the multilevel hierarchy of locations, departments, and teams.

• Business Rules: management of business rules to collect data about incoming interactions and rules to configure keywords to identify email interactions.

• Channels: management and routing configurations of voice, chat, email, and messaging channels.

• Contact Center: creation and configuration of contact center resources, such as attributes, customer identifiers, queues, reason codes, and timetables.

• Customer Journey: configuration of the timeline viewer for agents to display Customer Journey details.

• Element Inventory: configuration of elements, such as Security Assertion Markup Language (SAML) and digital chat connectors for available channels.

• Groups: creation of groups that you can use to sort users and data within your contact center.

• Templates: creation of templates that agents can use to improve efficiency and simplify the handling of digital interactions.

• User Management: creation and management of user profiles for contact center agents and supervisors.

• Workspaces: configuration of Workspaces Layout Manager, Screenpops, UX profiles, and Widget Manager.

In Application Center Administration, you can use the tabs in the navigation pane to switch between different menus.