Management

Starter Guide
Welcome This Starter Guide is a high-level approach looking at the initial setup of your omnichannel module within Leap Connect. Use this guide as a quick ...
Fri, 14 Aug, 2020 at 4:21 PM
Introduction - Building Blocks
The chart below shows you how our CCaaS platform works and a brief explanation of the components. These components are further described in detail in the ma...
Mon, 22 Jun, 2020 at 9:30 AM
Users
In this chapter, we will focus on the creation and management of user accounts. To make use of Leap Connect, a user must always log in first. Login With A ...
Mon, 22 Jun, 2020 at 9:34 AM
User-Skills
The User-Skills overview will give you insight into the skill levels on all active Campaigns. Under Management, select the menu option User-Skills. This wil...
Mon, 22 Jun, 2020 at 9:35 AM
Skills
The Skills module will give you access to manage the skill levels on all active Users. Under Management, select the menu option Skills. While in the “Skill ...
Mon, 22 Jun, 2020 at 9:36 AM
Campaigns
A Campaign, covered by a project, is defined as an action that is intended for a particular purpose. In the call center world, a Campaign is based on custom...
Mon, 22 Jun, 2020 at 9:42 AM
Queues
A Queue is a place where conversations are offered to Users according to your preferences. By choosing Queues in the Management module, you enter the “Queue...
Mon, 22 Jun, 2020 at 10:46 AM
Teams
Teams is a module where you can assign Agents directly to a Team to create an easy overview of the Team's performance. This information can also be use...
Mon, 22 Jun, 2020 at 12:42 PM
Team Members
Agents can be assigned to a Team within the Team Members menu option in Management. Select this option and “Team Management” window will appear in the right...
Mon, 22 Jun, 2020 at 11:18 AM
Activities
Management and Configuration Of Activities The customer interaction process is associated with a number of Activities which are necessary to achieve succes...
Mon, 22 Jun, 2020 at 12:33 PM