The suite of products within Softdial Contact Center (SCC) is used in different ways by different roles within the contact center environment.
This section presents a guide to the relevant SCC products, split according to the various roles:
- Guide for Agents
- Guide for Supervisors
- Guide for Back Office Personnel
- Guide for Systems Administrators
Note that information is not duplicated between these guides, but instead is organised as a hierarchy of knowledge, i.e.
- an agent should only need the agent guide;
- a supervisor may need to access both the supervisor and the agent guides;
- back office personnel may need to access the back office, supervisor and agent guides, etc.
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