X Adding Channels in XCS

Step-by-step guide

1. • Defining a New Channel:
     The Channel represents an independent means of a specific media type used by customers to interact with the contact center. For example, an email address or a telephone access number. 
     Channel's entity encapsulates the logic of automatic interaction handling while interaction demands have not yet been determined completely. 
     It's main purpose is routing the interaction to the proper Business Process; it usually serves as a system entry point while handling the interactions from activation time until the system has gathered enough information to assign the interaction to a certain Business Process.

1. 1. 

      1.    Mouse-over the Channels title bar to activate it and click the Paper Icon for NEW. The New Channel window will open.

      2.    Enter a Channel Name.

      3.    Click OK to finalize. 

      
      
      

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