Feature Guidance

Advanced Feature Guides

• Agent Capacity Plans
• Post Call Actions
• Dynamic Nailup
• Secure Call Recordings (Encryption & Restricted Access)

Admin Feature Guides

• Emergency Inbound Routing
• Azure Mailbox OAuth2 Integration
• Custom Data Fetching

Browser Extensions

• Force Focus Chrome Extension

Outbound Skill-Based Routing

• What is Outbound-Skill Based Routing?
• Creating Skills and Skill Groups
• Assigning Skills and assigning User Plans to Users
• User Plans and Skill Groups
• Assigning Skill Groups To Leads via Data Imports

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Quality Feature Guides

• Agent Instant Messaging (for Admin)
• Monitoring chat & email interactions
• Deleting a Call Recording

Single Sign-On & MFA

• Single Sign-On (SAML)
• Single Sign On - Azure Application Setup
• Single Sign On (SAML) CTU & Permissions Details
• Multifactor Authentication

Tagging

• Tagging — Where and How It Affects the System
• Tagging - Quick Filtering and Tag Management
• Adding Tags to System Objects

Webchat

• Implementing MaxContact WebChat Application
• Implementing Legacy MaxContact WebChat Application
• Pre Chat Questions (Web Chat DPA)
• How to install MaxContact’s webchat code to your website using Google Tag Manager