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.
| 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 |