Admin Guide

In this section you find the Administrator Applications, Commands and Tools to configure and maintain the XCALLY Environment, to achieve a full CTI Environment Integration and to personalize any detail of your XCALLY System.

The Administrator will be able to:

Check the range of activities (Inbound, Outbound, Service Mailbox, Chat, SMS and more) needed by the organization and set up them

Define the Routing Strategies and the Contexts to manage internal, inbound and outbound calls

Create, delete and modify users, agents and telephones

Create all the Service Queues needed by the organization flow: define working rules, mechanisms by which they are engaged and actions to execute

Associate Agents to the Service Queues

Create and update Graphical Drag&Drop IVR projects to manage the call flows with Cally Square

Create and update lists in the Contacts Manager

Create and update outbound campaigns with the Motion Bull Dialer

Setup and release Surveys models using the intuitive application Jscripty

Perform regular software Updates

Monitor the agents productivity using the Realtime View and the Multi-Channel Dashboards, which allow to change the teamwork organization in real-time

Customize the Dashboard using the Wallboard Graphics Designer

Setup Reports and Analytics for each Channel

Setup Triggers to design effective event driven or automatic behaviors

Configure the CTI (for external applications integration)

The Administrator can also view specific log files in order to analyze the activities performed on the XCALLY Motion Server with reference to:

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