Configure your Contact Center

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.

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:

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.

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.

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.

 

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.

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:

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 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 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. 
 

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.

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. 

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.