New Subscriptions tab is now available in CONTROL PANEL for Customers with installed $contactcenter $proplan or $eliteplan.

Using this tab, you can manage and purchase concurrent user subscription licenses, select Recording Storage package and enable additional add-ons and features. 

Contents

Licensing

Unlike $contactcenter $expressplan, licenses for $proplan and $eliteplan packages are not calculated per user (agent). Instead, concurrent user licenses are being used, defining the number of end-users (agents) working simultaneously (i.e., logged in concurrently to the $contactcenter desktop application). There can be more Elevate users with enabled $contactcenter service than purchased concurrent user licenses as agents may be working in shifts.

To manage them, simply click the Manage concurrent users link and put in the desired number of users:

manage

It is allowed to overcome the number of concurrent users at any given time, by a maximum of 50% (for example, with 10 purchased concurrent users, the system would still allow 15 users to be simultaneously logged). This would help to overcome temporary peaks in traffic. The overage will be tracked and charged correspondingly.

Recording Storage

This defines the period of time for storing the records available in the cloud storage. Recordings include call recordings (audio), screen recordings (video), emails, and chats made or received through the Call Center Agent (CCA) desktop application. You can select one of 7 available packages - from 30 days to 7 years, then upgrade or downgrade it at any time.

rec

Channels

Note: only users of $contactcenter $proplan package will see a list of additional features/channels that can be enabled per CC account. All these items are already included in the $contactcenter $eliteplan package and thus won't be shown in UI.

channels

SMS Channel

Allowing to publish an SMS enabled number to which Customers can send messages. $contactcenter agents will be receiving such messages as regular inbound chat and will be able to reply to them in the exact same manner as they interact with customers via chat.

E-mail Channel

Enabling this feature would provide access to the extended email configuration such as email routing and email templates.

To utilize: CC Admin Portal > Configure > Inbound Email

Web-chat Channel

With this feature enabled, you get access to the extended Chat functionalities such as ICR (interactive chat response), canned (i.e. pre-defined) chat messages, etc.

To utilize: CC Admin Portal > Configure > Inbound Chat 

Features

Note: only users of $contactcenter $proplan package will see a list of additional features/channels that can be enabled per CC account. All these items are already included in the $contactcenter $eliteplan package and thus won't be shown in UI.

features

Dynamic notification (Voice, Email, SMS)

This is a tool that allows contacting the $contactcenter customers using their preferred method of communication (

Outreach > Dynamic notification

Schedule Manager

This tool allows optimizing scheduling, staff levels, workloads, and campaign timetables for all contact center agents.

To utilize: CC Admin Portal > Tools > Scheduling Tool

Evaluator (QA templates & scoring)

 is used to evaluate Voice and Chat interactions between agents and customers. This will allow seeing how agents are talking to customers and if the company procedures are being followed.

To utilize: CC Admin Portal > Analysis > Evaluator

Screen recording

This feature allows automatic recording of the actions occurring on the $contactcenter desktop application screen(s) during the call.