ConvyAI

Configure your Contact Center


Configure your Contact Center

ConvyAI automates Customer Care processes with bots, involving agents only when necessary.

To start managing your contact center with ConvyAI you need to look into the "ConvyAI Agents" section of the left menu:

Here you can configure your agents, with different permissions, and assign them to profiles that can handle incoming tasks from queues.

 

Diagram relating to the relationship between agents, profiles and queues
Relationship between agents, profiles and queues

 

The routing process is based on the Longest Available Agent (LAA) algorithm, in which both the availability and the task capacity are taken into account. If more than one agent is available on a queue, a task will be assigned to the agent not having handled tasks for the longest and with the highest free capacity.

An agent capacity is defined by its associated profile.

A more detailed explanation is presented in the next chapter.

 

Profiles

A profile is a collection of configurations and queues with common attributes that you can assign to your team agents.

Each Agent can be assigned to only one profile, which then associates him/her with one or more queues.


By creating a profile, you define:

  • the customers queues handled by your agents
  • the amount of concurrent conversations that an agent can handle, also defined as the agent capacity. Tasks can be generated by mostly two channels: chat, including socials and web chats, and email.

 

Profile Name: A name to identify your profile
Choose Queue:

To handle all the incoming contacts you can choose a single queue or you can set up multiple queues. 

Concurrent Task Chat:

The limit on the number of live chat that a single agent can handle.

If set to 0, agents associated to the profile cannot handle any live chat /social conversation.

Concurrent Email Task:

The limit on the number of emails that a single agent can receive and reply to.

If set to 0, agents associated to the profile cannot receive any email.

Queues

When there are more customers requests to consult than your agent's capacity, the incoming conversation with them is automatically placed in queue, waiting to be answered. The queue will be spooled based on the conversations priority and in the order they tried to reach an agent, almost identically to a typical physical queue. 

It is therefore important to configure a queue correctly by defining:

Queue name: A name to define the queue.

 

This section defines through which channels customers can contact your agents.
For each queue you can enable one or more channels among chat, socials and emails.

Click on the channel name to enable it and see the configurable options.
The options are the same for each channel, only their default values change.

Timeout preferred agent:

The time limit that a customer remains in the queue waiting to be answered by the preferred agent.
When the time expires, the customer moves on to the first available agent in the same queue.

Time is expressed in seconds for chat, minutes for social and email.

Queue timeout:

The maximum time a customer remains waiting in the queue. The timeout expiring means that the service is currently unavailable.

Time is expressed in seconds for chat, minutes for social and email.

SLA: Stands for 'Service Level Agreement' and it's the time threshold in which an agent is supposed to answer to a customer, based on the expected level of the service. 
If set to 0 the SLA is disabled.
It is expressed in seconds for chat, minutes for social and email.

 

Only for the chat channel, it's also possible to enable audio/video communication. Furthermore, you can enable individually each functionality by enabling the corresponding permission, both for agent and customer.

Call initiation If you enable this permission, the user will be able to see the button that allows him to start a call. Depending on your needs, you can choose to have the call starting from both sides of the conversations (agent and customer) or just from one side of it. 
Video

If you enable this permission, the user will be able to see the button that allows him to share his video during an audio/video communication.

Screen sharing With this permission enabled, the user will see the button that allows him to share his screen during an audio/video communication. Even if this option is enabled, the functionality is not supported in case the customer is using a smartphone or a tablet.
Start and audio call when the agent accepts the task If this option is enabled when an agent accepts the incoming conversation, the audio/video call will start automatically.
Set the video quality

If video option is enabled on one of the user side, you can pick which video quality levels to be applied: 360p (low), 720p (medium), 1080p (high) or auto (adaptive), that is based on the available bandwidth.

Enable recording feature in audio/video calls If this option is enabled, the user can record the audio/video calls with the appropriate button.
Start recording when a call is established

If this option is enabled, when an audio/video call starts, the recording will starts automatically.

Enable take screenshots feature in audio/video calls If this option is enabled, the user can take screenshots during the video calls with the appropriate button. A screenshot can be taken from customer's camera or customer's screensharing stream

 

 

Enable if you want to allow auto accept for incoming task: If you choose this option, tasks are automatically assigned to the first available agent, who will not have to accept the task manually.
RONA timeout:

The maximum time of an agent can take to accept an incoming task. After this time is elapsed, the system will search for another available agent.

Default time is 5 seconds. 

This timeout should be less than the channel queue timeout.

This option is visible only if automatic task entry is disabled.

Enable if you want to allow transfer for this queue: By enabling this option, the agent is allowed to transfer a previously accepted task to another queue.
Transfer allowed to:

Allows you to select the queues that can receive tasks transferred from this queue.

Selecting queues limits the transfer targets. Otherwise, leaving this field blank, will enable the transfer to all the queues. The transfer to the current task queue will always be available.

Selection is possible only if  transfer option is checked.

 

Enabling this options, your agents will be allowed to annotate the outcome of the conversations with customers by selecting a category. There are up to three levels of depth and a free text field is also available.
Contact Result can be mandatory or optional.

 

Agents

In this section you can find an overview of all the user agents already registered and you can register new ones. These accounts are the ones used to log into the Agent Desktop and handle incoming conversations with customers.

On top of the list there is the ConvyAI Agent desktop url, that can be the system one, or the default one.

 

Thanks to the permission set assignable to each account, you can optimize your contact center workload by having a team of agents with different visibility of reporting and customer management.

There are three type of default agent permission set. You can think of a permission set as a role, since it's basically the representation of a set of system permissions. In the dedicated Permission Set section, you can find all the information you need to know about permission sets and system permissions. 

Apart from the permission set, by creating a new agent account you can specify all the typical user data such as:

Permissions set:
  • Agent
  • SuperAgent
  • SuperVisor
  • Custom permission set
First name: Agent's first name.
Last name: Agent's last name.
Email: Agent's email.
Username: The username used to access the ConvyAI Agent Desktop.
Password /
Retype password:
The password linked to the agent's username.
You are required to re-type it for security reasons.
Profile: Each agent can be associated to only one profile.
See Profiles for more detals.
Password expiration:

How often it will be needed to reset the password.
By default, it is “never”,  other options are 1, 2 or 3 months.

A little note on the username: it will be generated automatically combining first name and last name divided by a dot, but you can choose whichever username you prefer.

About the password, please note that its reset or restore from the Agent Desktop are not supported, so the password will be editable only from the administration panel. 

Another important setting is represented by the Profile: by choosing it, you automatically choose from which queues the agent you're registering will receive tasks and how many of them he/she will be able to handle at the same time. 

Shortcodes

Shortcodes can be created on the administration panel by a contact center manager and help agents to improve their efficiency in customer service.

A shortcode is a shortcut for writing text. It allows associating a phrase to a simple label, to speed up the agent's responses. 

A shortcode is defined by:

  • a label; 
  • a shortcode content;
  • one, more or all queues.
     

In the image below, we can find an example:

 

The "Shortcode content" is associated to the label "Welcome".

No queues are selected, so the shortcode is available for all the queues (and consequentially for all the agents associated to the queues).

In the Agent Dektop Panel, during a live chat, the agent can use a shortcode just digiting the "/" character followed by the "Shortcode Label" and press enter to send it to the customer.

As in the example, where it's used %agentUsername%, it is also possible to use all the variables available during the bot navigation to make the messages dynamic.

 

Permission sets

Permission sets page is meant to give an overview on the, let's say, "roles" to be assigned to ConvyAI agents and allows you to create new custom ones. You can look at the permission set as a vessell for the actual permissions that enable this or that functionality. Three permission set are already provided by default and these are "Agent", "Superagent" and "Supervisor".

 

 

These three will always be available and assignable to agents, but as they are defaults, they cannot be modified in any way. If one of these permission set suites your needs for the most but not entirely, you can use the Clone button to make an editable copy of it while actually creating your custom permission set.

 

 

Custom permission sets need a unique name, a description, and one or more permissions, something we talked about for a while now, without actually describing them, so let's dive more into it. 

 

Permissions

What is a permission you can imagine, while, to know what each of them allows to do from the agent desktop, is useful to divide them in two main groups: Action permissions and Visibility permissions.

The Action group of permissions refers to what an agent can do with a conversation (or task) or what to do while handling it, and that is: 

  • Transfer To Bot: allows to transfer tasks targeting a specific bot;
  • Transfer To Queue: allows to transfer tasks targeting a specific queue;
  • Transfer To Agent: allows to transfer tasks targeting a specific agent;
  • Document Sharing: allows to send documents;
  • Add Private Note: allows to write private notes within handled conversations;
  • Manage Conversation Park: allows to park and resume personal conversations;
  • Take Conversation: allows to take charge of conversations from other agents or queues;
  • Copy to Clipboard: allows to copy all the conversation to clipboard (for the attachments it copies the link);
  • View Task Transactions: allows to view the detail of the tasks' transactions;
  • Play Call Recordings: allows the agent to view the recordings in media repository section.

The second group of permissions is much more taking into account what an agent desktop user can see, and that is: 

  • View Realtime Conversation Content: allows to peek through the content of real time conversations, personal or handled by queues' related agents;

  • Access Queue Content: allows to monitor live conversations that are currently in queue;

  • Access Profile Content: allows to monitor conversations related to the associated queues, based on the user's personal profile;

  • View Wallboard: allows to access the Wallboard section with personal widgets;

  • Edit Wallboard: allows to customize the Wallboard section with additional widgets.

 

Stepping back to permission sets, the following table give a glimpse of what the default permissions sets define in terms of allowed actions and allowed visibility. 
 

Permission Name

Agent

Superagent

Supervisor

Transfer To Bot

Transfer To Queue

Transfer To Agent

Document Sharing

Add Private Note

Manage Conversation Park

Take Conversation  

 

View Realtime Session Info

Access Queue Content

 

Access Profile Content

 

View Wallboard

Edit Wallboard

 

 

Copy To Clipboard  

 

 

View Task Transactions

 
Play Call Recordings    

 

Basic task management operations are always allowed, so any user agent, whether assigned a predefined or custom set of permissions, would always be able to:

  • accept or reject incoming conversations (if the queue auto accept option is not enabled);
  • reply to customer messages;
  • use shortcodes, if previously created by a Supervisor through the ConvyAdmin panel (Please note that the Supervisor in question is referring to the ConvyAdmin user role, not the Agent Desktop user role);
  • close/archive a conversation.

Handover Parameters

In the Handover Parameters page, it's possible to define groups of variables to be sent to the agent so that he has useful information to manage the conversation.

By creating a group, you define:

  • Group name;
  • Variables list;
  • one, more or all queues to which it belogs.

 

In the previous image we can see a Handover parameters group called "Channel" where two different variables are defined with their respective labels.

No queues are selected, so these variables are available for all the queues created. During the handover, the agent will receive the two labels, "Channel" and "Dialog id", with their own respective data value: one that's the channel in use, and the other one that's the ID used to identify the chat session. 

Surveys

You can create surveys to be associated to one or more queues. Surveys are prompted to agents once the conversation with the customer has been completed and after the contact result has been filled in (when enabled). Surveys help agents to have a sort of a checklist of best practices to follow during customers management.

The survey is defined by

  • Unique name
  • One or more configurable question (order by drag & drop)
  • One or more queue to be associated with

For each question, you can specify the type of answer, which can be free text or a selection (single or multiple).

For example:

As you can see, after saving, the form is no longer editable, that's necessary to maintain consistency in the reporting data. A "clone" button is available to create an editable copy of an existent survey.