Account administrators perform different types of functions within the contact center. Account administrators are responsible for the management and configuration of account features, such as users and routing. The tables below list the features available in Application Center Administration to account administrators.
Account administrator features
Feature name
Description
Account configuration
Manage tenant hierarchy and attributes.
Business rules
Configure business rules to make better routing decisions based on the data available about the customer and the interaction.
Channel routing administration
Configure how each channel routes interactions in conjunction with business rules.
Code management
Manage reason codes, such as not ready reason codes and disposition codes.
Contact center resources
Create queues, attributes, and identifiers to improve routing efficiency and enable a customer's journey to be tracked.
Configure the time to automatically log out or make an agent unavailable after a browser disconnect or closure.
Data groups
Create groups to partition users and data within the contact center.
Digital template management
Configure email templates, email responses, email disclaimers, email signatures, customize email templates, and quick text templates.
Profile management
Create user profiles.
User management
Manage users of all types, including agents and supervisors, for your account.
