CCaaS Admin Console

  • Release version: Yokohama
  • Updated May 12, 2025
  • 1 minute to read

    • The Admin Console is a tool that administrators use to automate the import of data from CCaaS (Contact Center as a Service) providers into ServiceNow. This integration enhances Customer Service Management by enabling Unified Desktop and External Routing, which improves agent efficiency and customer experience.

    The Admin Console streamlines the integration of CCaaS providers with the ServiceNow platform, providing a seamless and unified experience for both customers and partners using ServiceNow.
    Note:
    CCaaS providers can use the following features by integrating with the capabilities through their custom plugins. Review. prerequisites and plugin requirements to enable the CCaaS Admin Console. See: Plugin requirements for external call routing integration with contact centers

    Data Import

    The key capability of the Admin Console is importing skills, queues, and wrap-up codes from the CCaaS provider platform into ServiceNow. This ensures data synchronization between both platforms for seamless and efficient interaction routing. Queues and skills routing helps direct incoming interactions to the right queue based on agent skills and interaction metadata, ensuring efficient handling of customer queries.

    Data import helps customers set up and execute External Routing and Unified Desktop by ensuring data is synchronized across platforms. The Unified Desktop experience allows agents to handle both digital and voice interactions from a single ServiceNow Workspace, eliminating the need to switch between different interfaces and improving efficiency. Customers can choose between different routing engines to manage incoming calls and messages. The routing engine intelligently matches interactions with agents based on skills and experience, ensuring a better customer experience.

    For more information, see: Importing skills, queues, and wrap-up codes.