Contact centre
The operator surface for live work: what is waiting, who is on the floor, and who each piece of work is offered to.
Contact centre is the live half of the helpdesk: work that needs somebody now rather than work sitting in a queue to be picked up later. It is Contact center in the Platform group of the navigation rail, beside Approvals.
It has three tabs.
| Tab | Who it is for | What it answers |
|---|---|---|
| Wallboard | A supervisor | What is waiting, who is on, and what this workspace can answer at all. |
| My work | An agent | What has been offered to me, and what I am holding. |
| Queues | An admin | Where work waits and who it is offered to. |
The floor and the line
The distinction runs through the whole section. Contact centre is the floor: who answers, how work is offered, and what one agent is holding. The Phone channel is the line: the number, the carrier, and the thing that picks up.
That is why phone numbers, the IVR menu and business hours are configured under Channels rather than here, and why queues and capacity are configured here rather than under the phone channel. Each one moves independently of the other.
Only phone fills these queues today
Queues are multi-channel in the schema, and the queue editor offers phone, callback, chat, SMS, WhatsApp and video. Exactly one thing in the product puts work into a queue today, and it is a voice call. Live chat has an entirely separate queue of its own and is answered from the inbox thread, so a chat queue created here would stay empty.
Capacity and skills are in Settings
Two pieces of routing configuration that belong to this story live under the
Workspace section of Settings rather than here: /settings/capacity and
/settings/skills. See Capacity and skills.