Omni Channel Common Features
Overview
This page describes the features and functionalities that are shared across all communication channels in XCALLY.
These features are designed to ensure a consistent experience for administrators, supervisors, and agents.
- Omni Channel Actions Flow - Channel Routing
- Routing model for digital channel from version 3.60.0
- How to add agents to queues or accounts
- How to add Whitelist to Accounts
- How to add teams to queues
- How to add agent profiles to queues
- How to add agents to teams
- How to add profiles to agents
- How to add AI assistants to agents
- How to create a digital channel queue
- Video calls for chat, sms and WhatsApp channels
- Dispositions for a specific Account or Chat Website
- Dispositions for specific Queues
- Canned Answers for a specific Account or Chat Website
- Run Sentiment Analysis on digital interactions
- Filters and Advanced Search on New Experience
- Transfer settings for a specific Account or Chat Website
- Notifications settings for a specific Account or Chat Website
- Spy feature for Interactions