MiCloud Contact Center Service Plans can be added on to the following valid MiCloud Bundle/Profile Service Plans: Telephony or the three Managed Profile Service Plans (Essentials, Premier and Elite).
Note: A user can have a different Phone Bundle/Profile type from MiCloud Contact Center Profile type (i.e. An Essentials Phone Bundle User can have an Elite Contact Center Bundle)
Features by Profile Type
- Feature included with this Contact Center Profile type n/a - Feature is not available with this Contact Center Profile type (cannot be added for an additional cost)
Contact Center Feature
Essentials
Premier
Elite
Supervisor
Inbound Queue Calls
Outbound Queue Calls
n/a
Email Queues
n/a
n/a
Chat Queues
n/a
n/a
1Agent Status Control in CRM Integration
n/a
Skill Based Routing
n/a
Priority Routing
n/a
ACD Call Pick-up from Queues
Specific Login/Logout
Automatic Log into Queue
Wrap-Up Code Selection
Allow Queue Monitor
Personal Agent Queues
Help Request
KPI Board
Advanced Reporting
n/a
n/a
n/a
1 A list of available CRM Integrations can be found in the MiCloud section of the following article: Application Integration Solutions. Note that not all support this Contact Center feature.
MiCloud Contact Center - Agent Service Plans/Packages
