A point of contact (POC) is an entry point that an inbound contact
The person interacting with an agent, IVR, or bot in your contact center. uses to initiate an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., such as a phone number or email address. The POC works with both ACD or digital Any channel, contact, or skill associated with Digital Experience (DX).skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. and Studio scripts to route contacts in the way you want them to be handled. Multiple POCs can be assigned to the same skill or script. However, only one skill and one script can be assigned to each POC.
For example, a contact may call one of several toll-free numbers to reach your organization. Each of those numbers is a different path to enter the system. You can create different POCs for each number and then associate each with a routing script and a skill to control the agents who receive the interaction.
You can create POCs for the following channels:
- Chat: POCs for the chat channel are automatically assigned an identifier by the system. You can associate a chat profile with a POC to control the look and feel of chats that come in through that POC. If needed, you can create multiple chat POCs, each with its own look and feel.
- Email: POCs for the email channel are associated with any email address where you want to receive emails and have them routed to agents.
- Inbound Phone: POCs for the inbound phone channel are associated with any phone number you want to receive calls and have them routed to agents. Each phone number (also known as a DNIS) must be configured in your system by Professional Services before you can set up a POC for it.
- SMS: POCs for sending text messages. Setting up an SMS channel includes the standard routing components, like POCs and skills, but may also include setting up a transport code and SMS registrations.
- Work Items: POCs for the work items channel are automatically assigned an identifier by the system. If needed, you can create different POCs for work items that are routed through your system from different sources.
- Digital channels: POCs for digital channels are associated with any of the supported digital communication methods, including messaging, social media, email, SMS, and chat. All digital channels are managed in ACD under Digital > Points of Contact Digital.
For ACD channels, each POC has an audit history tab that displays a table of information about the creation and last modification of the point of contact. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display. This option is not available for digital channels.
POC names must be unique. If you modify a POC that was created prior to this restriction was put in place, the system checks its name. If the name is the same as another existing POC, you must change the POC's name before you can save it.