Overview

The Admin persona is responsible for configuring and managing the foundational settings that influence how call records are handled and classified. Admins have access to several master configuration forms that define the structure and categorization within the call management process.

Master Configurations

• Call Closure Code

  • Admins can define and manage the closure codes used to categorize the resolution of calls. These codes help in reporting and analytics by providing insights into common resolution practices and areas needing improvement.
    

• Call Medium

  • This configuration allows admins to specify the different channels through which calls can be received, such as phone, email, chat, or an online self-service portal. Understanding the medium helps in analyzing user preference trends and optimizing resource allocation.
    

• Call Type

  • Admins set up various call types, categorizing calls into Enquiry, Incident, and Service Request. Each type may have different workflows and priorities, and accurate categorization is essential for efficient service management.