Configuration Desktop
Overview
This section describes the Syntelate XA Configuration Desktop ("configuration desktop"). It’s where supervisors can manage the day-to-day operations of the contact center.
Concepts
The configuration desktop presents you with a Menu of configuration panes. When you select a configuration pane, (for example, Agent Groups), it will be displayed in the main area of the desktop.
Note: The exception is the configuration pane for Designer Permissions Users. This is not part of the configuration desktop, but instead is provided as a standalone configuration pane.
Features
The configuration desktop features allow you to carry out tasks such as:
- Manage agent groups
- Create email rules
- Change operational hours
- Review customer feedback
- Manage the major and minor reasons
And there are other operational areas you can manage. Explore the
Accessing the Configuration Desktop
You can access the configuration desktop if you are a member of an agent group that's assigned to a configuration workzone. (If you don't know which groups and workzones you are a member of, ask your manager.)
If you are a member of one agent group only, then after you log in to Syntelate XA you will be automatically logged onto whichever desktop your group is assigned to.
If you are a member of multiple agent groups, after you log in to Syntelate XA, you will be asked to pick a workzone to log onto. The workzone list will show you the workzones that you are a member of. The name of your configuration workzone is decided by your company, but it's likely to be Configuration or similar. If you don't see the workzones list, or you think there is a workzone missing from the list, ask a manager for help.
Note: If you are not familiar with workzones, see