Summary
This guide will help you prepare effectively for an efficient Contact Center configuration review meeting.
Call Attendees
It is recommended that you invite the following representatives to the configuration review conference call:
- Contact Center Managers and/or Supervisors
- Anyone else who has the required information listed below or would benefit from participating in this call
Required Information
Please bring the following information to the UCx Contact Center Configuration Review call.
Remote Agents
If any agents work remotely:
- How many agents work remotely?
- Remote agent locations:
- Location Address -or-
- A unique identifier, such as “Shaun’s Remote Office”
Current Call Statistics
- What is the highest expected call volume on a typical day?
- Do you have fewer than 1000 calls per day on average?
Interactive Voice Response (IVR) Details
What are your IVR requirements? Topics include:
- Voice Prompts
- Menus
- Touch-tone inputs
- Holiday/After-Hours Workflow
- Other
Reporting Requirements
Please visit the following link to review available reports. You will automatically get access to all available reports when your Contact Center goes live.
If any of the available reports do not meet your reporting needs, please bring information or examples of your additional reporting requirements. Creating these custom reports will be part of your Contact Center implementation.
Other Topics
The following topics will also be discussed during the call, but do not require advanced preparation on your part:
- Agent Settings and Platform: How your agents will work within the Contact Center.
- Real Time Monitoring Dashboard: How your supervisors and managers will monitor the Contact Center.
- Agent and Supervisor Training Plans: Who will we train, and a discussion about which training method works best for your team.
After the Configuration Review
Once we have all the necessary configuration information, we will begin building your Contact Center Solution. Your Project Manager will work with you to plan for User Acceptance Testing, Training, and to schedule your Go-Live date.