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Documentations

Browse the documentations for setting up and utilizing Yeastar Contact Center

Inbound Call Center
Omnichannel Messaging

Click on the tabs below to find detailed manuals tailored to your specific role.

Fundamental Call Queue Setup
Define the basic call queue structure, create the call queue and decide how to distribute inbound calls to the queue of agents.
Workload-based Routing
Establish a call queue and configure initial settings, including ring strategy, agent assignment, and timeout handling options.
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Skill-based Routing
Set up a call queue to distribute calls to agents based on the agents’ rated ability to handle calls.
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Enhanced Call Queue Setup
Set up the call queue as needed to optimize caller experience and increase agent productivity.
Queue Management
Configure the call queue with specific needs to optimize caller experience
Agent Management
Efficiently oversee and control agent activities.
Call Center Console Setup
Set up workspaces to provide all the tools your agents and supervisors need in one single web-based interface.
Wallboard Setting
Configure supervisor wallboard for queue management and monitoring.
Queue Panel Setting
Grant access to a queue panel workspace for intuitive call operations and agent management with simple clicks.
Call Center Report & Analysis
Get access to advanced call center report and run targeted analysis of your call center data.
Queue Perofrmance Reports
Gain insight into the work efficiency of queues to evaluate the performance.
Agent Performance Reports
Gain insight into the performance of agents to evaluate if agents meet the expectations.
Queue Monitoring on Wallboard
Track queue statistics with up-to-the-minute call center metrics and KPIs for in-depth call center monitoring and management.
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Queue Management on Queue Panel
Monitor and manage queue traffic, check & switch agent status, and quickly conduct call operations like transfer, monitor, parking, etc.
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Agent Operations on
Web Client
Manage your agent status, and process queue call interactions directly through a web browser.
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Agent Operations on
Desktop Client
Manage your agent status, and process queue call interactions with a desktop application on your computer.
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Agent Operations on
Mobile Client
Manage your agent status, and process queue call interactions from your mobile device on the go.
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Download Full Inbound Call Center Guide
Message Channel Setup
Integrate the channels you offer to customers into a single platform to ensure a seamless customer service.
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Message Queue Setup
Route messages to a dedicated queue of agents, facilitating workload sharing among agents for faster issue resolution.
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Message Logs Management
Track messages processing details with clear timeline to get value insights of chat interactions with customers.
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Agent Operations on
Web Client
Process customers' chat interactions directly through a web browser.
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Agent Operations on
Desktop Client
Process customers' chat interactions with a desktop application on your computer.
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Agent Operations on
Mobile Client
Process customers' chat interactions from your mobile device on the go.
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Download Full Omnichannel Messaging Guide
Frequently asked questions
Common questions about Yeastar Contact Center
What's the difference between a Contact Center and a Call Center?
A Call Center primarily handles customer interactions via phone calls, i.e. voice comminications. In contrast, a Contact Center is more comprehensive and includes multiple communication channels such as instant messaging, social media, and SMS in addition to phone calls.
A Contact Center aims to provide a consistent and seamless customer experience by offering a broader range of customer service options and integration capabilities.
What types of messaging channels does the Contact Center support?
The system supports a wide array of channels, including SMS, WhatsApp, and there will be more in the future, offering a versatile and unified messaging experience.
Additionally, the system provides SMS API, with which service providers can switfly integrate their platform with the phone system for SMS service compatibility.
Can I integrate the Contact Center with my existing business systems?
Absolutely. The system is designed to be easily integrated with other systems, including CRM systems, helpdesk systems, Microsoft collaboration tools, etc., providing workload automation and more streamlined operations.
How many messaging channels does the Contact Center support?
The system does not impose a limit on the number of messaging channels it can integrate with.
Can I monitor and evaluate the performance of the Contact Center agents?
Yes. The system provides detailed performance analytics and call reports for voice calls, as well as a complete message history in a timeline view (including session information, session actions, and detailed chat history). This helps you gain valuable insights into agent performance and optimize your Contact Center operations strategy.
Are there any additional costs for using multiple messaging channels?
No. There are no additional costs for using multiple channels, you can leverage all supported channels within the required subscription plan ( Enterprise Plan or Ultimate Plan ) without incurring extra charges.
However, third-party platforms may have their own fees, which is determined by the respective platforms.
Additional Resources
Explore more features and integrations to optimize your contact center operations.
Interactive Voice Response (IVR)
Expand self-service options for faster simpler queries.
CRM Integration
Connect to your existing CRM system for seamless contact management.
Helpdesk Integration
Streamline customer support agent’s workflows by automating repetitive tasks.
WebRTC Click-to-Call
Enable instant, real-time communications through the web browser to dedicated queues.
Yeastar CTI
Use deskphoneS while effortlessly managing calls from agents' computers.
Control deskphone by Linkus Web Client with CTI
Control deskphone by Linkus Desktop Client with CTI
Open APIs
Use open APIs to customize and automate workflows within the Contact Center.