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Patrik Fernberg

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Articles

Recent activity by Patrik Fernberg

  • Contact Center settings for supervisors

    As a supervisor in the Contact Center, you can manage channels, see which agents are logged in, and adjust settings for telephony, email, and web chat. Follow the steps below. The numbering applies...

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  • Ticket management in the Contact Center

    In the Contact Center, you manage all incoming tickets from email, chat, and telephony in one place. This article explains how you, as an agent, work in the ticket overview and your workspace, and ...

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  • Create a Web Chat

    All chats from the web chat automatically create tickets in the Contact Center. Click on the gear icon and then on Organization Settings. Select Contact Center and then Web Chats. Click on Creat...

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  • Connect a channel to the Contact Center

    Collect calls and chats in a single flow. In this guide, you’ll learn how to connect response groups and web chats to the Contact Center. Prerequisites All agents in a response group must have th...

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  • Manage Contact Center contacts

    Add Shared Contacts You can add and share Contact Center contacts in different ways. Enter first & last name, company, and title (optional). Add email (optional). Add phone number (required). Cl...

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  • Create a web widget

    Create a Web Widget Click on the gear icon and select your organization.  Expand the Contact Center list and click on Web Widget. Then click on Create New Widget. Before you can create a web wi...

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  • Contact Center 101

    Basic Information Welcome to this 101! Here we’ll go through the basics. The Contact Center brings all your communication channels together in one place to streamline customer management and impro...

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  • Conversation Intelligence 101

    General Information Conversation Intelligence is an AI-powered feature that automatically records and transcribes calls. You get: Automatic recording and transcription Searchable transcripts Call ...

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  • Conversation Intelligence FAQ

    Yes, calls are recorded, and if Conversation Intelligence is activated, you can also listen to the recordings. No, Conversation Intelligence and Call Recording are separate features with differ...

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  • Analytics Explore

    Who Has Access to Analytics Pro users or Contact Center Agents in an organization with the Unlimited switchboard package. Pro users or Contact Center Agents in an organization with the Light swi...

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