Browser-Based Contact Center Administration Features of CosmoCall Universe™

CosmoCall Universe provides browser-based interfaces to administer all aspects of the system. The administrative responsibilities are divided between System Administration functions and Tenant Administration functions. 

The System Administrator manages the system components and global platform settings. In a multi-tenant platform, the System Administrator also determines which calls are routed to which tenants. In a hosted contact center system, the Service Provider performs the system administration, while the tenant administration is typically done by the end users (the Service Provider’s customers), but can also be performed by the Service Provider on behalf of an end user. 

The Tenant Administrators and Supervisors have access to the CosmoCall Administrator, which allows them to manage and configure their own virtual contact center. This includes any changes to personnel, skills, queues, groups, or any other configuration related to their tenant. The easy-to-use, but secure, interface allows for on-the-fly modification of queuing and routing parameters, in response to the dynamic needs of their environment. Tenants also have access to their own real-time and historical reporting information. In a Hosted Contact Center system, this helps alleviate the manpower necessary for the Service Provider, and gives the tenants the empowerment that they prefer. This tool is used by Tenant Administrators to:

• Create, delete, or modify queues and groups
• Create, delete, or modify personnel, skills, wrap-up codes, release codes
• Upload or download IVR scripts and prompts for announcements
• Manage the overall assignments of the virtual contact center
• Configure out-dial privileges for agents and agent groups, such as blocking of local, long distance or international calls as well as calls to specific area/city codes

 

The CosmoCall Universe security model authenticates all users before allowing them to access any information. A big advantage provided for all of the administrators is that the tools are web-based, so that modifications can easily be made remotely from any IP-connected PC. The tools provided are designed to minimize the amount of work that is necessary for the system administrator, and allow the tenant administrators to be as self-sufficient as possible.