Overview: Workspaces of Console

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This article provides a basic overview of the workspaces in Console.

Overview

Console is where you build, design, modify, and manage all parts of your organization's account. This administrative portal is restricted to users that have the specific permissions for accessing it. We refer to these users as admins. 

Permissions and abilities to perform certain tasks in Console can vary from admin to admin based on their role in the organization.

• Accounts Settings: The Account Settings workspace allows you to configure your business’ primary location information. Also, you’ll have access to configuring general voicemail settings that become the default voicemail settings for your account.

• Users: The Users workspace is where you add users to your account and manage user settings.

• Reasons: The Reasons workspace allows you to create, modify, and remove the status messages that are accessible to your users when updating their user availability status.

• Team Views: The Groups workspace allows you to add new teams and manage teams on your account.

• Locations: The Locations workspace allows you to add and manage the locations on your account. These locations can be office locations or specific user locations, like the location of a remote employee. Each location is a physical address that, once added, can be assigned as a user’s and/or device's physical location, which is defined as the user’s endpoint E911 location.

• Integrations: The Integrations workspace allows you to add and manage the integration details between your account and another system. The available integrations include: Salesforce, Zendesk, Custom Database, and Inbound Webhook. 

• IP Endpoints: The IP Endpoints workspace allows you to add and manage deskphones associated with your account.

• Ring Groups: The Ring Groups workspace allows you to add and manage your ring groups.

• IP Groups: The IP Groups workspace allows you to configure IP Groups, which are a utility for controlling access to dashboards.

• Content: The Content workspace allows you to create and manage internal content that queue users can access while being connected with a customer during an interaction. You can create and modify the following content objects in this workspace: 

  • • Knowledge base articles

    • Email templates

    • Messaging templates

• Tags: The Tags workspace allows you to create and manage your tags.

• Web Chat: The Web Chat workspace allows you to create and manage your web chat portals.

• Audio Upload: The Audio Upload workspace allows you to upload and update audio files used in your account.

• Email Configuration: The Email Configuration workspace allows you to configure a forwarding connection between the system and your email client and then update and/or remove that connection from your account. This email configuration is used for managing email through your account.

• Phone Numbers: The phone numbers workspace allows you to order new phone numbers and manage the phone numbers already added to your account, like routing a phone number to a ring group, a workflow, a specific user’s extension, and more.

• Fax Numbers: The Fax Numbers workspace allows you to configure a route for any fax number that’s already added to your account. You can configure a fax number to route to one of these destinations:

  • • Email 

    • Queue

    • Fax ATA

• Fax ATA: The Fax ATA (Analog Telephone Adapter) workspace displays the fax ATA devices that are associated with your account. You can use ATA devices to connect fax machines to the system.

• CNAM: The CNAM (Caller ID Name) workspace allows you to enter a phone number to search for the caller ID that corresponds to the entered phone number, if a caller ID is even available.

• LRN: The LRN (Location Routing Number) workspace allows you to look up a phone number and determine several pieces of information about it, like the service provider, if and when the phone number has been ported to that service provider’s network, and more.

• Queues: The Queues workspace allows you to create, customize, and manage each queue on your account. 

• Scorecards: The Scorecards workspace allows you to create and modify scorecards for ‘evaluating’ agent performance. Use the scorecard during live or completed interactions. Once a scorecard is created and published, link it to one or several queues to use it to coach your teams.