Channel options

Channels are different methods used to communicate with customers and team members in your contact center.

Each channel allows for communication with contacts in different ways. Users can make and receive phone calls (known as the Voice channel). They can also receive and reply to emails, and interactive live chats.

In the Channels section of the Contact Center Settings page, select the channels that you want to use in your contact center.

The choices that you make in the Channels section are not automatically applied to all agents and users. Your selection provides a set of channels that you choose from when you add an agent. For example, you can select Voice, Chat, Email, Workbins, and Outbound for the contact center. Then when you add an agent or edit an agent, you can configure the individual agent to only have access to certain channels.

My Channels options

In the My Channels section, you can enable the following options:

• My Channels allows an agent to access the My Channels tab.
• My Channels Pending State allows an agent to have a pending state in My Channels.