SESTEK AgenticCX is an AI powered contact center platform. It brings human agents and AI agents together in one system, so every customer interaction, whether handled by a person or by an AI agent, lives in the same place. This page is the map of the documentation: pick the area you need and open the article.
How to use this documentation
| I want to | Start here |
|---|---|
| Understand how customer interactions flow through the platform | Customer Interaction Overview |
| Run outbound calling, including AI agent campaigns | Campaigns |
| Trigger calls from another system with the API | Triggering Instant Campaigns with the API |
| Route calls to the right agents | Queues, Skills, DID Routing |
| Set up statuses, wrap-up codes, segments and more | Work Environment |
| Manage people and what they are allowed to do | Users and Access Overview |
| Configure the platform | Platform Settings Overview |
| Review activity and security | Security Logs, Audit Logs |
Customer Interaction
Where agents, supervisors and customers meet.
| Article | What it covers |
|---|---|
| Customer Interaction Overview | The overview: how a contact, a call and a conversation fit together |
| Agent Desktop | The workspace agents use every day: status, search, dialing and widgets |
| Contacts (Mini CRM) | The customer database with segments, notes and imports |
| Conversations | The log of every call, with filters, timelines and details |
| Chat | Messaging between colleagues inside the platform |
Outbound Campaigns
| Article | What it covers |
|---|---|
| Campaigns | The overview of outbound calling and where to go next |
| Creating and Editing a Campaign | Every field, rule and mode of the campaign form |
| Campaign Details and Monitoring | Progress, contacts, activity log and live tracking |
| Campaign Pipeline Health | Why a campaign is not placing calls, in plain language |
| AI Agent Campaigns and Instant Trigger | Campaigns run by AI agents and calls started through the API |
| Triggering Instant Campaigns with the API | Step by step: token, call requests, results and follow-up |
Routing and Telephony
| Article | What it covers |
|---|---|
| Queues | How calls are organized and distributed |
| Skills | Defining skills and rating agents for skill based routing |
| DID Routing | Sending calls that arrive on a phone number to the right place |
Workforce Configuration
| Article | What it covers |
|---|---|
| Work Environment | The overview of the configuration tabs and a setup order |
| Segments | Labels that group contacts |
| Statuses | Agent availability statuses, built in and custom |
| Wrap-up Codes | Outcome codes agents choose after a call |
| Decline Reasons | Reasons agents can give when they reject a call |
Users and Access
| Article | What it covers |
|---|---|
| Users and Access Overview | The overview of users, agents and roles |
| Agent Management | The agent workforce, skills, queues and extensions |
| Users | Creating users, assigning roles and managing accounts |
| Roles and Permissions | What each role can see and do |
Monitoring and Audit
| Article | What it covers |
|---|---|
| Dashboard | The real time view of agents, queues, satisfaction and trends |
| Security Logs | Sign in and security events |
| Audit Logs | A record of requests and entity changes |
Platform Settings
| Article | What it covers |
|---|---|
| Platform Settings Overview | The overview of the Settings screen and a first time setup order |
| Settings (Integration) | Connections to other systems |
| Localization | Time zone, language, formats and holidays |
| Data Import | Synchronizing historical data |
| Notifications | The bell, the notification list and import results |
Technical documents
For integrators: the Intra API and the External API references.
Also available
A complete User Manual in PDF form brings these articles together in one document.