Profiles – Set them up We have previously covered how to create users and assign roles to them. For agents, profiles are essential as they condition access to activities (queues, campaigns, folders, etc.).
Knowledge base & document center – Set them up The knowledge base and the document centre have in common that they are both tools for mutualising information
Cases – set them up Before, during or after the interaction, the cases make it possible to categorise it, assign it to an agent and follow its evolution over time. Today we will look at how to create, assign/unassign and transfer cases.
