Application Center Administration overview

Last Updated : Oct 20, 2023 |

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 Avaya Experience Platform™ Public Cloud 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. Applicable for Avaya Experience Platform™ Public Cloud voice and digital channels. Not applicable for Avaya Experience Platform™ (On-Prem + Connect) hybrid voice channel.

  • Channels: Management and routing configurations of Avaya Experience Platform™ Public Cloud 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. Applicable for Avaya Experience Platform™ Public Cloud voice and digital channels. Not applicable for Avaya Experience Platform™ (On-Prem + Connect) hybrid voice channel.

  • 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. Also, you can configure the Avaya Hybrid Cloud Gateway, Communication Manager, and other elements for hybrid voice.

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

  • Hybrid Voice: Configuration of reason codes and creation of user voice plan.

  • 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.