SC ACD
Automated Call Distributor
Getting Started
End to End Setup Instructions
Omnichannel
- Omnichannel Messaging: Agent View
- Omnichannel Messaging: Supervisor Dashboard
- Creating an Omnichannel Program
- Creating an Omnichannel Campaign
- Adding FAQs to an Omnichannel Campaign
- Adding Dispositions to an Omnichannel Campaign
Quality Assurance
- Configuring Screen Capture (for Administrators and Supervisors)
- Using Screen Capture
- Screen Capture Quality Control
- Quality Assurance (for Supervisors)
- How-To: Create/Edit a Work Queue
- How-To: Create/Edit a Questionnaire
Administrator
- Setting Auto-Logout for Agents
- Creating an SC ACD Account
- How-To: Assign Program Level Permissions
- How-To: Assign Media Agency Access Permissions
- System Queues Monitoring Panel
- Call Quality by Agent Report
Supervisor
- Enabling Agent Recording Control
- Shift Manager
- Creating and Managing Memos
- Supervisor/Agent Messaging
- Real-Time Overview with Advanced Filtering
- Viewing Call Leg Data in SC Analytics
Agent Management
See all 15 articlesNumbers
Sheets
Outbound Telemarketing - OBTM
- Outbound Lists
- Outbound Agent Mix
- Outbound Campaign Mix
- Outbound Lead Management
- Lead Scrubber Queue
- Advanced Outbound Lead Management
Agent
Troubleshooting
- Call Center: Firewall and network configuration
- Diagnosing headset issues
- Workstation minimal requirements
- Static on a call
- Duplicate Agent Removal
- Firewall transaction logs