Functions are reusable pieces of workflow that can be utilized across multiple campaigns. By using functions, you can avoid the...

Templates are a way to present contextually relevant information to users when handling workitems. A template may contain an answer...

Each contact record includes essential information such as name, address, phone numbers, email, and communication preferences. You can easily create,...

Associate Accounts with Contacts via Account Identifiers. Under Accounts, you can quickly view the business name, description, and website URL...

Business Events serve as folders containing multiple time events, allowing for a single logical check. They can be used in...

We recommend using Google Chrome web browser to ensure the best possible experience and avoid any potential issues or errors....

SIP Domains are authorized to send and receive SIP traffic. To enable certain domains to do so, you need to...

Use the Audit Log to identify who has accessed or modified the system.   To access the Audit Log, search for...

When you add a number to the No Recording list, it will not be recorded in campaigns that have automatic...

Agent Reports provide detailed insights into agent performance and activities. These reports track key metrics such as login times, call...

The User Dashboard allows supervisors to access various tables and graphs to monitor their agents. From one view, supervisors can...

The Queues Dashboard allows supervisors to access various tables and graphs to easily view and monitor all assigned call queues....

The Workitem Dashboard allows supervisors to quickly access various tables and graphs to view and monitor all assigned workitems. From...

Administrators handle user management in Nextiva Contact Center. Different users have distinct roles, interactions with objects, and permissions within the...

A Campaign Address is the designated phone number or alias used to route inbound work items (such as phone calls,...

Categories are labels used for the predictive classification of incoming text workitems such as SMS, email, and chat. Category Summaries...

Category Summaries are essential for training AI classifiers to accurately distinguish and classify text within workitems. By uploading examples of...

Authorities in Nextiva are used to configure user permissions, ensuring that the right people have access to the necessary features...

A user set to use Endpoints will be prompted upon logging into a computer to select the SIP or PSTN...

A Private Key is essential for authenticating connections to a tenant file server. This method ensures secure and verified communication...

Classifications are utilized for scorecards and transcriptions, enabling the system to identify and categorize content based on keywords. Each classification...

Consent in Nextiva refers to the level of contact permission that a customer has established with the contact center. This...

The Credentials List needs to be created when users use SIP phones as their telephones to communicate with customers.  Creating...

Customers waiting to connect with an agent are placed in a queue, which holds these interactions until they can be...

Field mappings are essential for converting external objects, such as CSV tables, into Nextiva’s native JSON objects. This process allows...