Required security profile permissions: Points of Contact Edit
If you want to use the work item channel (that is, agents should be able to handle incoming work items routed through your system), you must set up one or more work item points of contact.
- Media Type
- Allows you to specify the media type (that is, the channel) for this point of contact. The field accepts the values of Chat, E-mail, Phone Call, or Work Item.
- Name
- Allows you to enter a unique, descriptive name for the point of contact. You can use any alphanumeric characters.
- Point of Contact
- Displays the auto-generated identifier create by the system for this point of contact. This field cannot be edited.
- Skill
- Allows you to specify the skill for this point of contact. The field presents a drop-down list of the work item skills in your system.
- Script
- Allows you to specify the Studio script for this point of contact. The field presents a drop-down list of the work item scripts in your system.
- IVR Reporting Enabled
- Allows you to select a checkbox and thus cause the point of contact to be included in IVR reporting.
