Provisioning

System Profile

Workforce Options

Allows the supervisors to manage the human resources. Supervisors can proactively analyze and adjust for daily realities and make smarter decisions to manage resources for optimizing service levels.

Workforce Options enable one or more of the following Workforce Optimization options for your enterprise:

• Quality Management

• Workforce Management

• WFO Analytics

• Workforce Analytics with Transcriptions

• Workforce Optimization Bundle

The availability of these features depends on your license. Contact your organization administrator for more information.

Campaign Management

Enables the third-party software List and the Campaign Manager (LCM) module for a tenant. LCM manages the upload, selection, and rescheduling of contacts. It also provides campaign manager reports.

The availability of this feature depends on your license. Contact your organization administrator for more information.

Speech Enabled IVR

If you set Yes, your enterprise allows customers to post questions or concerns in plain language to the system.

The availability of this feature depends on your license. Contact your organization administrator for more information.

Web Callback Option

It is a default feature that enables Web Callback for your enterprise. For more information, see About Web Callback.

Recording Storage

The number of months for which the system stores the call recordings.

The system calculates the time using the formula:

There are 31 days in a month. The system adds a day to the total number of days before deleting the recordings. Thus, 1 month means 32 days, 2 months mean ((31*2)+1) days = 63 days, and so on.