XCALLY for Administrators
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Overview
This section provides access to all the essential Administrator Applications, Tools and Configuration Settings required to manage and maintain the XCALLY environment. It enables administrators to achieve full CTI integration and customize every aspect of their XCALLY system for optimal performance.
Core Administrative Capabilities
XCALLY administrators can perform a wide range of configuration and maintenance activities across the platform:
Activity Setup
Configure all operational activities required by your organization: Inbound, Outbound, Service Mailbox, Chat, SMS and so on
Call Routing and Contexts
Define Routing Strategies for internal, inbound, and outbound calls
Configure Contexts to manage call flow logic
Staff and Device Management
Create, modify, or delete Users, Agents, Telephones
Queue Management
Create and manage Service Queues
Set working rules and engagement mechanisms
Define actions triggered during queue interactions
Associate Agents to the appropriate queues
IVR Flow Management
Use Cally Square to build and update IVR call flows via a Graphical Drag-and-Drop Interface
Contacts and Campaigns
Manage contact lists through Contacts Manager
Create and launch Outbound Campaigns using Motion Bull Dialer
Surveys and Feedback
Design and deploy survey models using the intuitive Jscripty application
System Maintenance
Perform XCALLY software updates to keep the environment up to date
Monitoring and Supervision
Track agent activity and teamwork organization using Realtime View and Multi-Channel Dashboards
Visualization and Customization
Design and personalize dashboards using the Wallboard Graphics Designer
Reporting and Analytics
Set up custom Reports and Analytics for each communication channel
Automation
Configure Triggers to create automated or event-driven behaviors
External Integrations
Set up and manage CTI integrations with external applications
Related Topics
Click on the name of the topic to go to the related wiki page:
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