Overview of Contact Center settings (app)

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<p id="docs-hc-snippet" style="display: none;">Zendesk Contact Center offers a variety of settings to adjust its operations based on your preferences. To access and modify these settings, users must have admin access granted through a specific Cognito group. This article provides an overview of these settings to guide admins.</p>
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<p id="docs-ai-summary-content">Explore Contact Center settings to customize your operations. As an admin, you can adjust general settings, manage communication channels, and configure workflows for specific needs. Enhance agent tasks with utilities, organize resolution codes, and streamline responses using snippets. Control customer profiles and dashboard access to optimize support and monitoring. These settings help tailor the contact center to your team's requirements.</p>
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<p class="p" dir="ltr">Zendesk Contact Center offers a variety of settings to adjust its operations
based on your preferences. To access and modify these settings, users must have admin
access granted through a specific Cognito group. This article provides an overview of
these settings to guide admins.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="rjs1__ul_rhb_f4x_qgc">
<li class="li"><a class="xref" href="#topic_yyn_f4x_qgc">General settings</a></li>
<li class="li"><a class="xref" href="#topic_zsh_h4x_qgc">Channel settings</a></li>
<li class="li"><a class="xref" href="#topic_osv_34x_qgc">Workflow settings</a></li>
<li class="li"><a class="xref" href="#topic_z4l_k4x_qgc">Utilities settings</a></li>
<li class="li"><a class="xref" href="#topic_onj_m4x_qgc">Resolution code settings</a></li>
<li class="li"><a class="xref" href="#topic_v4b_44x_qgc">Snippets settings</a></li>
<li class="li"><a class="xref" href="#topic_edn_p4x_qgc">Customer profiles settings</a></li>
<li class="li"><a class="xref" href="#topic_f2j_r4x_qgc">Dashboard settings</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_yyn_f4x_qgc">
<h2 class="title topictitle2" id="ariaid-title2">General settings</h2>
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<p class="p" dir="ltr">General settings contains the primary configuration for Contact Center. It
displays information about your Amazon Connect instance, Cognito authentication
details, channels, and connection. It’s also the place to activate or deactivate
features, such as
Wisdom
Knowledge Base, voice ID, and resolution code dashboards. </p>
<p class="p">General settings also contains the color theming option to customize interface colors
and add logos for both the sidebar and sign in screen.</p>
<p class="p" dir="ltr"><img class="image" id="topic_yyn_f4x_qgc__image_zld_xl2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_1.png" width="550"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zsh_h4x_qgc">
<h2 class="title topictitle2" id="ariaid-title3">Channel settings</h2>
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<p class="p" dir="ltr">Channel settings include channel settings and any social accounts connected
to your Contact Center instance.</p>
<p class="p" dir="ltr"><img class="image" id="topic_zsh_h4x_qgc__image_zgg_wl2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_2.png" width="550"></p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_osv_34x_qgc">
<h2 class="title topictitle2" id="ariaid-title4">Workflow settings</h2>
<div class="body">
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459009706266" target="_blank">Workflows</a> include a default workflow and
custom workflows. </p>
<p class="p" dir="ltr">The default workflow defines foundational settings for all queues. In
contrast, custom workflows allow administrators to modify these settings for
specific situations. With workflows, a wide range of actions can be configured
including auto-accepting incoming contacts, profile creation, automatic messaging,
voice transcripts, interface extensions and after call work (ACW).</p>
<p class="p" dir="ltr"><img class="image" id="topic_osv_34x_qgc__image_bqd_vl2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_3.png" width="550"></p>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_z4l_k4x_qgc">
<h2 class="title topictitle2" id="ariaid-title5">Utilities settings</h2>
<div class="body">
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459110093594" target="_blank">Utilities</a> enhance Contact Center by
offering agents actionable tasks or dynamic content. They can range from embedding
an external web page within Contact Center, to using a task template, such as
integrating with JIRA to create new tickets.</p>
<p class="p" dir="ltr"><img class="image" id="topic_z4l_k4x_qgc__image_i23_5l2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_4.png" width="550"></p>
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<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_onj_m4x_qgc">
<h2 class="title topictitle2" id="ariaid-title6">Resolution code settings</h2>
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<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696174546970" target="_blank">Resolution codes</a> clarify the outcome of a
client's service request. Admins can add new resolution codes manually or upload
them in bulk. The feature also allows codes to be organized into folders for better
management.</p>
<p class="p" dir="ltr"><img class="image" id="topic_onj_m4x_qgc__image_mt3_tl2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_5.png" width="550"></p>
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<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_v4b_44x_qgc">
<h2 class="title topictitle2" id="ariaid-title7">Snippets settings</h2>
<div class="body">
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459025272474" target="_blank">Snippets</a> help agents communicate more
efficiently and save time by using preset responses. Within this section, admins can
manage snippets, assign them to specific content types, and restrict them to
particular queues.</p>
<p class="p" dir="ltr"><img class="image" id="topic_v4b_44x_qgc__image_k4k_sl2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_6.png" width="550"></p>
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<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_edn_p4x_qgc">
<h2 class="title topictitle2" id="ariaid-title8">Customer profiles settings</h2>
<div class="body">
<p class="p" dir="ltr">Customer profile settings contains two parts, matching rules and customer
search. Matching rules determine the attributes used to identify existing customer
profiles. If multiple profiles match, agents select the most appropriate profile.
Under customer search, permissions related to profile searches can be adjusted.</p>
<p class="p" dir="ltr"><img class="image" id="topic_edn_p4x_qgc__image_u5f_rl2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_7.png" width="550"></p>
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<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_f2j_r4x_qgc">
<h2 class="title topictitle2" id="ariaid-title9">Dashboard settings</h2>
<div class="body">
<p class="p" dir="ltr">Dashboards are essential for monitoring and managing your contact center.
These settings relate to dashboard access and viewing rights.</p>
<p class="p" dir="ltr"><img class="image" id="topic_f2j_r4x_qgc__image_rj3_ql2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_8.png" width="550"></p>
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