Application Center Administration overview

Last Updated : Nov 20, 2023 |
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Application Center Administration is a management interface where you configure all your contact center components, such as organizational data, templates, and users.
Figure: Application Center Administration Home page
Administration Portal Home page
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.