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Contents

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


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