Lead Center

Lead Center Overview

• Getting started with Lead Center
• Lead Center overview
• Lead Center inbox
• Lead Center agent basics
• Lead Center desktop notifications
• Granting microphone permissions in your web browser
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Routing Calls to Lead Center

• Routing a tracking number to Lead Center
• Creating a Lead Center call flow

Managing Agents and Teams

• Adding Agents to Lead Center
• Lead Center Agent permissions
• Setting your agent availability
• Setting up Agent voicemail
• Creating teams in Lead Center
• Removing Teams in Lead Center
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Handling Calls

• Call waiting
• Placing and answering calls in Lead Center
• Monitoring calls
• Placing an active call on hold
• Making a transfer outside of Lead Center
• Cold transfers
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Handling Text Messages

• Texting in Lead Center
• Multimedia Text Messaging (MMS) in Lead Center

Handling Chats

• Setting up Chat
• Set Your Chat Availability
• Handling chats in Lead Center
• Chat Notifications

Troubleshooting Lead Center

• Troubleshooting call quality in Lead Center
• Connection alerts
• Packet loss
• Bandwidth
• Latency
• Jitter
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Lead Center Mobile App

• Lead Center Mobile App Homepage
• Using opt-in/opt-out keywords in the Lead Center mobile app
• New iOS Lead Center mobile app
• Lead Center mobile app overview
• Placing calls in the Lead Center mobile app
• Transferring calls in the Lead Center mobile app
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