### Contents - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # Contact Center Knowledge Base Software Resources ##### Glossary Terms, Discussions, and Reports to expand your knowledge on Contact Center Knowledge Base Software Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## Contact Center Knowledge Base Software Glossary Terms [![Knowledge Worker](https://learn.g2.com/hubfs/G2CM_GI689_Glossary_Article_Images_%5BKnowledge_Worker%5D_V1a.png "Knowledge Worker")](https://www.g2.com/glossary/knowledge-worker-definition) [Knowledge Worker](https://www.g2.com/glossary/knowledge-worker-definition) Knowledge workers solve complex problems in their field of expertise. Learn the characteristics of knowledge workers and tips for managing them. by Alyssa Towns [![Self-Service Portal](https://learn.g2.com/hubfs/G2CM_GI599_Glossary_Article_Images-%5BSelf_Service_Portal%5D_V1a.png "Self-Service Portal")](https://www.g2.com/glossary/self-service-portal-definition) [Self-Service Portal](https://www.g2.com/glossary/self-service-portal-definition) Self-service portal is an online resource center visitors use to troubleshoot problems without a customer service representative. Learn about its benefits. by Holly Landis ## Contact Center Knowledge Base Software Discussions 0 Question on: Talkdesk [What is the best way to filter per day](/discussions/what-is-the-best-way-to-filter-per-day) when I want to only see calls from a previous day, what is the best way to do so? Depends on what Recording Software you have. I.E. NICE you can create perpetual reports that will load that data all into one view for you. Some software does not allow for that kind of customization. A fail safe would be to inquire with you IT/Admin team who runs the systems and request that data. Answered: Travis Williams on July 11, 2022 [Your answer](/discussions/what-is-the-best-way-to-filter-per-day/comments/new?remote=true) 0 Question on: Talkdesk [Is it possible to add an alarm whe a call is on queue?](/discussions/is-it-possible-to-add-an-alarm-whe-a-call-is-on-queue) If there is the option i cannot find it it is very importatn to be free to do some other things and if something goes wrong i need to be warned real time Hi Jorge, there are a couple of different options here. You can: 1. Set an alert in live reporting that visually indicates when a threshold is met. 2. Use Builder \> Integrations to trigger an email/other alert when a call enters the queue. 3. Use Talkdesk Connections to trigger an API event when certain conditions are met. We encourage you to reach out to your CSM. We'd love to understand what you are trying to achieve to help you build a solution that fits your needs. Answered: Aunalisa Arellano on May 14, 2025 Comment deleted by user. Answered: AJ Robles on October 21, 2022 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/is-it-possible-to-add-an-alarm-whe-a-call-is-on-queue/comments/new?remote=true) 0 Question on: Guru [Can guru be interactive Walkthroughs. Video presentations, anything that allows me a visual](/discussions/can-guru-be-interactive-walkthroughs-video-presentations-anything-that-allows-me-a-visual) I want there to be interactive walkthroughs and simulations of the role that give a preview into each type of scope I will ahve to do within my role. What does it look like to like a case. What does a chat look like from start to end, and some phone calls that can be reviewed. Good and bad to see what should and should not be done You can easily embed how-to videos or other interactive guides (like Tango) in Guru Cards! Here's how to embed videos: https://help.getguru.com/en/articles/5686990-embedding-a-video-into-a-guru-card Answered: Chris Anderson on October 3, 2022 [Your answer](/discussions/can-guru-be-interactive-walkthroughs-video-presentations-anything-that-allows-me-a-visual/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/contact-center-knowledge-base/resources) - [1](/categories/contact-center-knowledge-base/resources) - 2 - [3](/categories/contact-center-knowledge-base/resources?discussions_page=3) - [4](/categories/contact-center-knowledge-base/resources?discussions_page=4) - [5](/categories/contact-center-knowledge-base/resources?discussions_page=5) - [6](/categories/contact-center-knowledge-base/resources?discussions_page=6) - … - [31](/categories/contact-center-knowledge-base/resources?discussions_page=31) - [32](/categories/contact-center-knowledge-base/resources?discussions_page=32) - [Next ›Next ›](/categories/contact-center-knowledge-base/resources?discussions_page=3) ## Contact Center Knowledge Base Software Reports Mid-Market Grid® Report for Contact Center Knowledge Base Summer 2026 G2 Report: Grid® Report Grid® Report for Contact Center Knowledge Base Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Knowledge Base Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Knowledge Base Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Contact Center Knowledge Base Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Knowledge Base Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Contact Center Knowledge Base Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Contact Center Knowledge Base Spring 2026 G2 Report: Grid® Report Grid® Report for Contact Center Knowledge Base Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Knowledge Base Spring 2026 G2 Report: Momentum Grid® Report