From Bright Pattern Documentation
Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- 1 Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Contact Center Administrator Guide
Inbound Voice and Chat Service Configuration
This section outlines the recommended general order of configuring an inbound voice or chat service.
For inbound voice services with virtual queuing (callback option), see also ServicePattern Virtual Queue Tutorial.
| Step | Action | Section of this Guide |
|---|---|---|
| 1 | Create an inbound voice or chat service and configure its general settings. | Services and Campaigns - Properties Tab |
| 2 | Assign agent teams to this service. Note that the service will be created with a default service skill that can be automatically assigned to all members of the associated agent teams. | Services and Campaigns - Assignments Tab |
| 3 | Create additional skills required for this service. | Auxiliary Skills |
| 4 | Assign the additional skills to agents of the assigned teams. | Skill Levels |
| 5 | Specify service level threshold for the service. | Services and Campaigns - Service Level Tab |
| 6 | Create the interaction processing scenario for this service. For voice, use text-to-speech to generate the voice messages and prompts, and once they are finalized, record them with a voice talent. | Scenarios Overview |
| 7 | For voice, specify dial-out information for outbound consultation calls. | Dial-out Entries |
| 8 | For voice, set up periodic export of call recordings. | Services and Campaigns - Results Tab |
| 9 | For chat, specify the number of sessions that agents can handle simultaneously. | Omni-channel Routing |
| 10 | For voice, configure a caller ID for outbound SMS communications | Services and Campaigns - Numbers Tab |
| 11 | For chat, configure an SMS access number for inbound SMS communications. | Mobile/Web |
| 12 | Associate scenario with the access number (for voice) or web/mobile applications (for chat). | Scenario Entries |