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Organization Administration Functionality

Overview

The Omni Intelligence (OI) platform has many administrative features and functions designed to help set up and manage an organisation. These are detailed below.

Functionalities

Security Levels

Depending on a user's level of security, they may or may not have restricted access to certain features and permissions within this platform. For further information, click here.

Managing Accounts

Customers can get started by licensing and managing user accounts to work with the Omni Intelligence online platform. For further information, click here.

Managing Agents

This section covers how to get started with agents reporting. Only Org Admins have access to this function.
Direct Link.

Adding new queues and fields

This section covers how to manage agents by adding new queues and fields to your Contact Centre. Only Org Admins have access to this function.
Direct Link.

Queues Consolidation

OI can consolidate queues together to provide a subtotalling effect. These new consolidated queues then can be reported on like normal queues. For further information, click here.

Contact Creation

This section covers how to add new contacts so that reports can be distributed to other people.
Direct Link.

Group Creation

This section covers how to add new groups so that reports can be distributed to multiple contacts simultaneously.
Direct Link.

Contact vs. Groups

This section of FAQs covers the main differences between contacts and groups, as well as what they are used for.
Direct Link.

PureCloud App Integration

This section details the steps required by a PureCloud Administrator to add Omni Intelligence as a custom application into PureCloud. Direct Link.

In order for some updates and changes to be implemented, sometimes it is necessary for the Omni Intelligence (OI) platform to be taken offline. To be notified of scheduled outages, consider subscribing the the available mailing list. Further information on this can be found here.

Other Administration Functionalities

Email Templates

Email Templates can be set up for sending automated emails using specified variables. Direct Link.

Link Templates

The Omni Intelligence (OI) platform has the ability to send links using a template with specified variables. To learn about Link Templates, click here.

Public Holidays

Admins can manage their organisation's public holidays. Direct Link.

Organization Administration Functionality - User Documentation