Central Overview

NICE inContact Central is the administrative portal where you set up your contact center and configure your channels for communication with contacts. It enables you to set up your organization with the management of teams, users, permissions, stations, hours of operation, and other general contact center configuration. From Central, occasionally with the aid of Studio scripts, you can set up and customize the channels your agents use to communicate, such as automatic outbound voice, inbound voice, email, chat, voicemail, work items. You can also set up omnichannel, or simultaneous use of multiple channels.

NICE inContact Central is the web application where you create, customize, and manage your contact center. Because it is the landing page when you log in to NICE inContact, many players in the contact center interact with it. Administrators use Central to set up different media of communication with contacts; managers, to run reports that display the status and activity of the contact center; scripters, to apply custom scripts created in Studio; supervisors, to review agent calls; and agents, to launch the Thin Agent application.

Common tasks for Central:

Agents

Supervisors

Managers/Administrators