Queue and menu setup

Queue level target metrics

Overview

In addition to the global settings for target metrics, for further granularity, you can set queue-specific target metrics. Depending on the specific settings, each queue can also have specific targets for different channels.

Global target metrics

Target metrics set at the global level on the Settings > Operation Management page will continue to be inherited by all queues by default.

To learn how to set up a global target metric, see Target Metrics.

Target metric priority order

When a queue-specific target is set for a Top-level queue, all sub-queues will inherit the set target metric.

When a queue-specific target metric is set for a sub-queue, it will override both the global target metric and the Top-level queue target metric for the queue.

Priority order = Sub-queue Target > Top-level Queue Target > Global Target

Examples:

Targets Set Resulting Targets
Global Target = 70%, Top-level Queue 1 = None, Queue 1a = None, Queue 1b = None, Queue 2a = None, Queue 2b = None, Top-level Queue 2 = None Global Target = 70%, Top-level Queue 1 = 70% (inherited from global), Queue 1a = 70% (inherited from global), Queue 1b = 70% (inherited from global), Queue 2a = 70% (inherited from global), Queue 2b = 70% (inherited from global), Top-level Queue 2 = 70% (inherited from global)
Global Target = 70%, Top-level Queue 1 = 65%, Queue 1a = None, Queue 1b = 75%, Queue 2a = 65%, Queue 2b = None, Top-level Queue 2 = None Global Target = 70%, Top-level Queue 1 = 65%, Queue 1a = 65% (inherited from Top-level), Queue 1b = 75%, Queue 2a = 65%, Queue 2b = 70% (inherited from global),Top-level Queue 2 = None
Global Target = None, Top-level Queue 1 = 65%, Queue 1a = None, Queue 1b = None, Queue 2a = 60%, Queue 2b = 40%, Top-level Queue 2 = None Global Target = None, Top-level Queue 1 = 65%, Queue 1a = 65% (inherited from Top-level), Queue 1b = 65% (inherited from Top-level), Top-level Queue 2 = None, Queue 2a = 60%, Queue 2b = 40%

Utilize set targets

Call and chat dashboards

  • When viewing the default view of the Call or Chat dashboard, the target displayed will be the globally configured target metric

  • When viewing multiple queues (or a queue group), no target will be displayed

Queue reports dashboard

Available for interaction-based data model enabled environments

  • The SL Target and Concurrency Target column will display each queue's target

  • If a queue group consists of multiple queues with varying targets, then no value will be displayed in the Totals row

Performance metrics dashboard

Available for interaction-based data model enabled environments

The SL Target column will display each queue's service level target.

Metric details

Service level

Among other benefits, this setting provides more flexibility in staffing options available to your operation. For example, if Generico has a line just for people who have urgent issues, they want to have an SLA of 80/20 for that queue. With only global SLA settings, Generico has to either staff the entire org to answer 80/20 (thus increasing headcount costs), perform manual analysis for reporting, or move the urgent issue team's SLA to match the rest of the company uses - which can have an impact on customer satisfaction and trust. Instead, Generico can use this feature to set the SLA per-queue.

Chat concurrency

Average number of chats handled by individual agents at the same time.

CCAI Platform Portal configuration

  1. Go to Settings > Queue.

  2. Click Edit / View on the channel/entry point you're interested in.

  3. Select any queue on the left-hand side.

  4. Click the ON/OFF switch for the metric you're interested in configuring for the queue.

  5. Enter the value you would like to set as the target.

  6. Click Set target metrics.

SMS Messaging: Queue settings

Overview

Once SMS Messaging is enabled and you have configured chat settings, you can begin setting up SMS messaging queues.

SMS menu structure

SMS chat queues can have a single queue structure or a set of nested queues.

For multi-language queues, set up a top-level queue for each language so that consumers are first prompted to select a language.

Example:

Please text a number to select a menu.

Text 1 for English

Text 2 for French

Text 3 for Korean

1

You have selected English support. Please text a number to select a menu.

Text 1 for Payments

Text 2 for Billing

Text 3 for All other enquiries

When naming your queues, keep in mind that you cannot use protected SMS command words in queue names, including:

  • STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT

  • START, YES, UNSTOP

  • HELP, INFO

  • Command words for EXIT (configurable on Chat settings page)

  • Command words for BACK (configurable on Chat settings page)

If you try to name the queue using a protected word, an error message is displayed.

Add and edit SMS queues

To add and edit SMS queues:

  1. Go to Settings > Queue > SMS Messaging.

  2. Click Edit.

  3. If you have queues set up in another channel (IVR, Mobile, or Web), you can copy their structure by clicking Copy Queue From. This replaces any existing queues in the SMS channel.

  4. To create a new queue, click into the New Item line and type the first queue name.

  5. To create additional queues:

    1. Press enter to create a new queue below.

    2. Press enter + tab to create a branch or leaf queue.

    3. Press shift + tab to go back.

  6. To delete a queue, click X next to the queue name.

  7. To move queues up or down, click on the grid icon next to a queue name and drag to the new location.

  8. Click Done to save your new queue structure.

Configure queue-level settings

SMS settings can be applied at the top, sub-queue, or leaf queue level. Top-level queue settings are inherited by sub queues unless they are overridden by their own settings.

Hide SMS queues

There is an option to hide an SMS queue so that end-users are not presented with the menu option for that queue. If the queue has an incoming number assigned, messages sent to that number are delivered, even if the queue is hidden.

Timeout and expiration settings

Global timeout settings for SMS chats are configured on the Settings > Chat page but you can override them at the queue level.

SMS system messages

Two types of system messages can be configured for SMS chats, Greeting and After Hour.

  • Greeting message: The greeting message is sent as soon as an incoming SMS message is received. If the queue has multiple sub-queues, the greeting message is sent before the sub queue selection message.

    The greeting message is especially important because your first contact with the end-user via SMS needs to include standard opt-in text. For more information, see SMS Messaging:Consumer Privacy.

    To provide consumers with an estimated wait time as part of your greeting message, use the dynamic variable, @{EWT_minutes}. This variable can be used only at the leaf queue level.

  • After hour message: The after hours message is sent when an incoming SMS message is received outside of the Operation Hours, as set on the Settings > Support Center Details page.

Every queue can have its own hours of operation. To set these hours, go to Settings > Support Center Details > Add Custom Operation Hours.

The concept of overcapacity and after hour deflection does not apply to SMS chat.

Queue keywords

When an end-user texts a Top-level queue, the system automatically prompts the end-user to enter a number associated with a sub queue(based on the order in which you have listed your queues on the Queue Menu Setting page.)

You can also add keywords to queues. When the keyword is entered by the end-user, they are taken directly to that queue. In this example, the keyword "pay" has been assigned to the Payments queue.

Assign SMS numbers to queues

If you have not yet added and verified SMS phone numbers on the Phone Number Management page, see Adding SMS numbers.

You can assign incoming and outbound SMS numbers to top-level, sub-queue, and leaf queues. Keep the following in mind:

  • Incoming SMS phone numbers can be assigned to only one queue (a queue can have multiple incoming numbers as long as they are not used for any other queue.)

  • Outbound SMS phone numbers can be assigned to any number of queues and a queue can have any number of outbound phone numbers. Agents are prompted to pick one when initiating an outbound chat.

  • Any agents assigned to the queue can use any of the outbound phone numbers; therefore, If you want an agent to have their own number, they must have their own leaf queue.

  • If a end-use sends a text to a phone number that is not assigned to a queue, they will not receive a response.

Every SMS queue settings page has an option to assign incoming and outbound numbers. The drop-down list displays any SMS number that is verified and available to be used.

When adding outbound numbers, be sure to toggle Outbound SMS to On.

Assign agents and teams to SMS queues

As with any call and chat queue, agents and teams are assigned at the leaf queue level.

For more information, see Setting Up and Assigning Agents to Channels and Queues.

Queue-level wrap-up settings

Queue-level wrap-up settings allow you to customize the communication of wrap-up times for different queues within a contact center. This ensures that agents have adequate time to complete their tasks without compromising service level agreements or taking another call/chat before they are ready. This is particularly useful for queues that handle different types of issues, such as escalations or complex issues, which might require more time to handle.

You can define queue wrap-up settings either explicitly for a single leaf-queue or at a parent level, to share settings with all child leaf-queues.

Define wrap-up queue level settings

Wrap-up settings are inherited by all queues globally by default, unless they are overridden (redefined) at the queue level or at the parent queue level. Global settings are defined in Operations Management.

To adjust the wrap-up settings for a queue you must go to that queue:

  1. On the Settings panel for that queue, go to Wrap-up Settings.
  2. Beside Wrap-up, click on Settings. The Wrap-up Settings panel for that queue will open.

Inherited settings

This indicates whether settings are inherited or redefined at the queue level, meaning they are explicitly defined at that queue level. Redefined indicates that the wrap-up settings for that specific queue have been customized and are different from the default settings inherited from the global or parent queue level.

Reset to the Global

The button Reset to the Global is available when the queue wrap-up settings are redefined at the queue level and are not inherited from a parent queue. By clicking this button, the Admin can undo any changes made to the queue's settings and return to the settings inherited from the global level.

Wrap-up settings

Wrap-up exceeded

This setting allows you to transition agents into a Wrap-up Exceeded status after they have gone beyond a wrap-up threshold time and have cleared all ongoing sessions. When an agents transitions to Wrap-up Exceeded status, an agent-level notification appears. This status can only be used when notes and disposition codes are enabled.

For more information see Agent Statuses.

Automatic wrap-up for calls

This setting automatically ends a call or chat session after a set period of time. This feature is typically used to help agents manage their time more efficiently, and to ensure that all calls or chats are properly documented and closed out.

Disposition Codes and Notes

After Automatic wrap-up for calls is toggled On, the settings for disposition notes and codes become available. Disposition codes and notes are tools that allow agents to document the final outcome of a customer interaction.

The codes are used to classify and label inbound and outbound sessions, while the notes provide additional context about the session outcome. This feature helps to inform the team of the context of the session and streamline the follow-up process for efficiency.

For more information, see Disposition Codes and Notes.

Integrated email form for mobile and web SDKs

For pricing and implementation contact your Account Team or Support.

Overview

This feature provides an improved end-user user experience and Admin controls for email communications. Instead of launching the end-user default email application, the email form is presented to the end-user within the CCAI Platform support experience flow.

Key features

  • End-user entry fields: name, email address, and message box

  • Apply text formatting to the message

  • Attach media files

  • Display message content instructions for users

Admin Configuration Options

  • Customizable destination email address per queue

  • Customizable instruction message per queue

  • Security option to include a hidden reCAPTCHA for the Web SDK

Configuration considerations

  • When email enhancement is enabled, the email will go out from no-reply@company.com email.

  • Emails will have the end-user's entered email address in the Reply-to Header field

  • All emails will use this subject format: {Queue Name} [from: {email}]

    • Your CRM team should set up a rule that identifies the email address in the subject or body of the email and use the email address to identify the contact for the best experience
  • Once enabled, the email form with the custom email per-queue shows at all times for the email channel, including: during operation hours, after operation hours, and for email deflection options

  • CCAI Platform sends to the email address specified and then inbound emails are handled by your email provider. Any pre-existing auto-responses should apply, based on your email provider's settings

Example email

Email Form Submitted by:

Sarah Johnson <sarah@company.com> // Name Field Input, Email Field Input

Reply-to Header:

<sarah@company.com>

Menu Path:

Order Cancellation/ Issue with my order/ Refund

Custom Instructional Message:

Enter order number, merchant name and date of transaction.

Message Body

Hello Support,

GenShips charged me twice for the same order. Order #123-4567890-XYZ Order placed on 01.02.2020 for item AcmeProduct. Can you please help me with a refund?

Apply the email channel to a queue

Please see Setting up and Assigning Agents to Channels and Queue Menus: IVR, Mobile, Web for steps in both the Web and App SDK sections.

End-user experience

When there are multiple options, the end-user can select the Email option.

Web SDK

  • Once the Email option is selected, consumers have the ability to enable a simple rich text editor and bold, underline, or italicize their message, or add ordered and unordered lists.

    • There is a 10,000 character limit

    • Format can be applied from the toolbar, or from common hotkeys such as CMD+B to bold

  • Consumers can also upload up to 5 separate attachments. The total maximum size of all attachments combined cannot exceed 18MB

A confirmation screen appears once the message is sent.

Mobile SDK

All Mobile SDK functionality is the same as the Web SDK with these notable exceptions:

  • Mobile SDK supports Picture and Video attachments up to 18MB

    • Mobile SDK allows for multiple file types to be uploaded to the same message

    • Mobile SDK supports uploading all file types (Text, Picture, Video)

  • No rich text editor functionality

  • Does not support reCAPTCHA

Direct access points (DAP)

Overview

Direct access points (DAP) enable companies to automatically connect consumers to a specific queue. Rather than forcing consumers through a long IVR tree, DAP makes the process faster and can provide a more delightful end-user experience.

DAPs also allow for a more controlled user experience in your Mobile and Web channels and can note what page/screen an end-user is on and route to a correlated queue.

DAPs are available for IVR, Mobile, and Web:

  • Support Phone DAP: Connects the caller to a specified IVR queue when a specific number is dialed

  • CRM User Segment DAP: Looks up the end-user based on their phone number or another unique ID, then routes based on specified CRM field on the contact record

  • API Response DAP: Captures information outside of the CRM and can route the caller to a specific IVR queue. Can combine multiple key and value pairs to route. Only available for IVR.

DAP type details and use case examples

Phone number and user segment rely on your CRM, while API DAPs can be set up separately from your CRM.

Phone Number

Support phone number Direct Access Points (DAP) are configured for specific support phone numbers to send calls to a designated part of the IVR. This decreases the end-user's frustration having to wait and listen to all available options and can resolve issues as fast as possible.

Supported Formats:

• E164 formatted numbers • SIP phone numbers in the incoming sip address format: sip:[number]@[domain].

This is compatible with any number managed by CCAI Platform on the platform. There isn't a limit on phone numbers as long as the number is managed by CCAI Platform or on the platform. Phone number DAP can be set up for multiple languages, LOBs, or locales in less than 20 seconds per DAP.

Example 1: The number on the back of a credit card to report fraud

When a end-user calls a specific phone number, it's recognized they're reporting possible fraud, and they can skip the IVR and be routed directly to a company's fraud department, removing the frustration of going through IVR options to reach the fraud department agent.

Example 2, 3, and 4

On-demand companies can assign a different support number to each partner so it knows which partner originated the call and directs them appropriately.

For VIP customers, give them a direct phone number to take them to the end of the IVR tree and directly into the queue.

When an employee calls a unique phone number, rather than going into the IVR menu, they will jump straight into the employee menu.

User segment DAP

All CRM software has contact objects (called Contact, People, Customer, etc.). User Segment DAP will look at contact objects whenever an end-user reaches out via IVR or SDK. This happens automatically with CCAI Platform.

DAPs can be set up to see if there are any user segments set up. For example, the company of the end-user has a field in the CRM set up for a VIP user segment. User Segment DAP can be configured so the VIP end-user will be routed to a specific queue and the agent is notified that the end-user is a VIP.

Example: An end-user has open support cases

The end-user has several open cases, and the company wants to escalate the call. In the CRM, create a calculated field that counts open support cases. A DAP is set up to look for a specific value in that calculated field that indicates multiple support cases are open, and if so, routes the end-user directly to the correct queue and passes the case details to the agent.

API DAP

API Response Direct Access Point (API DAP) can be configured to capture conditions that exist inside or outside of your CRM. This is the only DAP where multiple conditions are evaluated in order to route sessions. When an end-user calls in, the contact data is compared to the API data, and depending on the conditions, the contact will be routed to a specific point in the IVR.

Example: International super-user

For example, you have an API with data that shows the caller is a Super-user, the product type is International, and that they meet other specific criteria. Specific keys and the values are looked for, and if the end-user meets the conditions, they are directed to a specific queue.

When using an API DAP, API response data can be added to the ticket/case for added context. The configuration is located in Settings > Developer Settings:

Prerequisites for setting up direct access points

  • If creating a direct access point for a specific support number: the phone number must be provisioned for your CCAI Platform environment.

  • If creating a direct access point for User Segments: you must set up user segments in your CRM. See Priority User Segments for help with setting up custom fields in your CRM.

  • If creating a direct access point for an API endpoint, see API Direct Access Point for IVR Calls

DAP matching order and interactions

Matching order

When using multiple DAP types, CCAI Platform will check based on DAP type, and within each type, will check in the order in which they were created. DAPs differ when using one or more mobile apps with your environment.

IVR

Standard DAP types and order

  1. Mobile SDK PSTN fallback (when using a mobile SDK)

    Match= route to that queue

    No match= move to next the list

  2. Phone number DAP

    1. Match= route to that queue

    2. No match= move to next the list

  3. Mobile - General

    Match= route to that queue

    No match= Move to next

  4. API DAP

    1. Match= route to that queue

    2. No match= Move to next

  5. User segment

    Match= Route to that queue

    No Match = Route to the very top of the queue

Alternate DAP order - can be requested via Support.

  1. Mobile - General

    Match= route to that queue

    No match= Move to next

  2. API DAP

    Match= route to that queue

    No match= Move to next

  3. Mobile SDK PSTN fallback (when using a mobile SDK)

    Match= route to that queue

    No match= move to next the list

  4. Phone number DAP

    1. Match= route to that queue

    2. No match= move to next the list

  5. User segment

    Match= Route to that queue

    No Match = Route to the very top of the queue

Mobile SDK DAPs

Mobile DAP types and order

  1. Mobile - General

    Match= route to that queue

    No match= move to next the list

  2. User segment

    Match= route to that queue

    No match= Move to next

  3. Mobile App

    Match= Route to that queue

    No Match = Route to the very top of the queue

Alternate DAP order - can be requested via Support.

  1. User segment

    1. Match= route to that queue

    2. No match= Move to next

  2. Mobile - General

    1. Match= route to that queue

    2. No match= Move to next

  3. Mobile App

    1. Match= Route to that queue

    2. No Match = Route to the very top of the queue

Interactions

  • If two DAP criteria are met within a specific DAP type, CCAI Platform will route based on the first one created

  • API DAPs should be created with the most complex criteria first, then less complex

Enable CRM access

This is a required step if using User Segment DAPs.

  1. Go to Settings > Operation Management.

  2. Mark the checkbox to allow CRM Access for user segment information to enable Direct Access Points to access your custom-created user segments in your CRM.

  3. Click Set General to save.

Direct Access Point for IVR

  1. Go to Settings > Queue.

  2. Click Edit/View to navigate to the IVR settings.

  3. Select the queue option you want to add the direct access point to.

  4. Click Create direct access point.

  5. Choose the access point type. Types are described above in detail in DAP type details and use case examples.

  6. Name your access point.

  7. Depending on the Type selected, enter one of the following options:

    Support phone number: Enter a phone number that has been provisioned to your account by CCAI Platform, including the country code if international.

    CRM Custom User Segment Field: Name of user segment field in your CRM. Example: "Tier"

    CRM Custom User Segment Value: User segment value to be directed to this menu. Example. "Gold Tier"

    API: Key and Value pairs require prior configuration. Click Add Key and Value. Enter the Key and Value pairs as they gave been set up in the API. Repeat for each set of Key/Value pairs needed for the setting.

  8. Greeting Message: This message is heard by callers that are recognized by the configured number, segment, or API response before being placed in queue. This Greeting Message will override a configured IVR Greeting Message.

    Text to speech: type in a message to be heard by the caller if not using the custom audio recording below.

    Upload a custom recording for the access point.

    A blank file can be uploaded or a "." entered in the text area to skip this message.

  9. Click Create.

Direct access points for mobile

  1. Go to Settings > Queue.

  2. Click Edit/View to navigate to the Mobile menu settings.

  3. Select the queue option you want to add the direct access point to.

  4. Click Create direct access point.

  5. Type of access point: Choose the access point type to direct to this menu.

    1. General: An access point that is placed in your app by your developers. When this access point is reached by an end-user, they are directed to a specific place in the queue

    2. User Segment: Custom contact fields set up in your CRM that would recognize customer or contact types (preset by your team).

    3. Mobile App: Available for environments with Multiple mobile app feature enabled. Check out Multiple Mobile Apps Technical Guide for more information.

  6. Name your access point.

  7. CRM Custom User Segment Field: Name of user segment field in your CRM. Eample: "Tier"

  8. CRM Custom User Segment Value: User segment value to be directed to this menu. Example. "Gold Tier"

  9. General Access Point Label: Recognizable label/string for developers to use for setup.

  10. Click Create to save the direct access point.

Direct access point for web

  1. Go to Settings > Queue.

  2. Click Edit/View to navigate to the Web menu settings.

  3. Select the queue option you want to add the direct access point to.

  4. Click Create direct access point.

  5. Type of access point: Choose the access point type to direct to this queue.

    General: An access point that is placed in your SDK setup by your developers. When this access point is reached by an end-user, they are directed to this specific queue.

    User Segment: Custom user fields set up in your CRM that will recognize contacts (preset by your team).

  6. Name your access point.

  7. CRM Custom User Segment Field: Name of user segment field in your CRM. Example: "Tier"

  8. CRM Custom User Segment Value: User segment value to be directed to this menu. Example. "Gold Tier"

  9. General Access Point Label (only shows for general): Recognizable label for developers to use within your SDK.

  10. Click Create to save the direct access point.

Setting up and assigning agents to channels and queues: IVR, mobile, web

Overview

Channels are configurable and should be enabled and set up individually.

  • IVR (Interactive Voice Response) is your standard phone line channel or entry point. You can assign multiple languages, numbers, and many other configurations once enabled.

  • Mobile is used once the CCAI Platform SDK is installed in your customer-facing Android and/or iOS app.

  • Web channel requires the configuration of the Web SDK on one or more of your webpages.

Once channels are enabled, and call or chat channels have been assigned agents, you are ready to handle end-user questions and requests.

Details

  • At least one agent must be assigned to a call/chat queue for the queue to be enabled

  • Agents can only be assigned to a leaf queue, so if there is a sub-queue associated, agents must be assigned to one of the sub-queues

  • Queue menus are set up and ready to use when the color turns from red to white

  • If enabling multiple languages, see Enabling Multiple Languages

Assign agents to the IVR channel

  1. Go to Settings > Queue.

  2. Toggle the switch to On.

  3. Click Edit / View.

  4. Queue menu names are listed in the left panel. Select a queue to edit by clicking anywhere next to the name of the queue.

  5. Check the box next to Instant Voice Call.

  6. Click Assign agents to go to the agent assignment page.

  7. Enter the agent names or team names, then click Save.

  8. Follow the steps for either Cascade Groups or Percent Allocation Groups to use an advanced routing configuration.

Assign agents and configuring the mobile channel

  1. Go to Settings > Queuex.

  2. Click Edit / View in the Mobile panel.

  3. Queue menu names are listed in the left panel. Select a queue to edit by clicking anywhere next to the name of the queue.

  4. Mark the checkbox for Email to show an email option to customers. Set the email address and instructions for the message field, then click Save Email.

    Enter an Email address that will appear as the 'Sender', and check the 'Email' box. This will automatically save the email address that you entered.

    (optional) Enter any Instructions for the Message field to appear just above the Message field.

    If you enabled either of the optional settings then make sure to click Save Email .

  5. Mark the checkbox for Chat to show chat as an option for this queue.

  6. Mark the checkbox for Scheduled Voice Call to show an option for customers to select from a list of available times to receive a call. See

  7. Mark the checkbox for Instant Voice Call to show an option in the SDK for customers to place a call via the app.

  8. Click Assign agents next to each of the options enabled for the queue.

  9. Follow the steps for either Cascade Groups or Percent Allocation Groups to use an advanced routing configuration.

  10. If using Mobile calls, set up the fallback to IVR setting for each queue. Step-by-step instructions see Mobile: PSTN Fallback.

  11. To hide the menu option so that it is not shown as an option in the SDK, toggle Hide Selection from Menu to Hide.

  12. To direct consumers to a message, phone number, or voicemail, use Automatic Redirection. More information here: Automatic Redirection.

  13. For Custom After Hour Message Deflection Options Mobile and Display After Hour Deflection Message details, see Mobile and SDK Messages

Enable and add agents to the web channel

  1. Go to Settings > Queue.

  2. Toggle the switch to On.

  3. Click Edit / View to access the editing section for queues within that channel.

  4. Queue names are listed in the left panel. Select a queue to edit by clicking anywhere next to the name of the queue.

  5. Mark the checkbox for Email to show an email option to customers.

    Enter an Email address that will appear as the 'Sender', and check the 'Email' box. This will automatically save the email address that you entered.

    (optional) Enter any Instructions for the Message field to appear just above the Message field.

    (optional) Check the Enable reCAPTCHA box to help prevent spam emails.

    If you enabled either of the optional settings then make sure to click Save Email.

  6. Mark the checkbox for Chat to show chat as an option for this queue.

  7. Mark the checkbox for Scheduled Voice Call to show an option for customers to select from a list of available times to receive a call.

  8. Mark the checkbox for Instant Voice Call to show an option for customers to receive a call-back call to the phone number they enter.

  9. Click Assign agents next to each of the options enabled for the queue.

  10. Enter the agent names or team names, then click Save.

  11. Follow the steps for either Cascade Groups or Percent Allocation Groups to use an advanced routing configuration.

  12. To hide the menu option so that it is not shown as an option in the SDK, toggle Hide Selection from Menu to Hide.

  13. To other options than directing consumers straight to an agent, use Automatic Redirection. More information here: Automatic Redirection.

  14. To direct an end-user directly to this queue, use a Direct Access Point. See Direct Access Points (DAP).

  15. For Display After Hour Deflection Message settings, see Mobile and Web SDK messages

IVR: Add and edit queue menus

Overview

Setting up the queue menus for the IVR channel shapes your customer's journey, your agent's assignments, and has hundreds of configuration possibilities. The first step of the configuration is to build out the structure of the queues or sub-queues and name each. Queue menus can be set to route to a specific group of agents, deflect to messages, other queues, phone numbers, or voicemail, and many features can be applied at the queue level for specific customization.

Once you complete the below steps, move forward to enable agents.

Details and tips

  • Due to the number of digits on a keypad, there's a 9 top-level queue menu limit

  • If you need to more than 9 queues, nest more queues within a top-level queue

  • All numbers assigned to your environment will default to the top of the queue unless otherwise assigned as Direct Access points (DAPs)

  • If you are using multiple languages, numbers will default to the language selection message, then when the language is selected, will route to the top of the menu structure for the selected language

  • If you want to hide a queue from a caller who dials into a number that goes to the top of the queue, toggle the Hide Selection From Menu option to Hide in the menu settings

  • For internal transfers to teams or groups not available to callers, create one queue, hide the option from callers, and create all the necessary sub-queues for agents to pick from for transfers

  • Once your queues are set up, you can see the numbers that the caller needs to select. If there are no numbers next to the option, the queue has been hidden.

    In the example below, the first option can be selected by pressing 3, and the "Hidden VIP" menu would not be available as an option to press. Hidden queues can be accessed using Direct Access Points (DAP).

Admin configuration

Enable the IVR channel

  1. Go to Settings > Queue.

  2. Toggle to On to enable the IVR channel. If toggled off while customers call your support number, callers will hear: "Sorry this number is not available right now" and be disconnected.

Add and edit queue menus

You can build and edit the structure of your menu just like using a text editor by using your keyboard.

  1. Click Edit / View to goto the editing section for queue menus within that channel.

  2. Click Edit to add and edit queues on the IVR Menu Structure page.

  3. Click into the New Item line to type in the first queue menu name. The queue name will only play to the customer if text-to-speech is used for reading queue options.

  4. Press return/enter to create a new queue menu below.

  5. Press return/enter + tab to create a sub-queue.

  6. Press shift + tab to move back if you pressed tab and want to go back a level.

  7. If Mobile or Web queues are set up, you can copy them over by clicking Copy Queue From in the top of the edit screen.

  8. Click the x next to the queue name to delete a queue option.

  9. Click on the grid to move queue options up or down in the list.

  10. Click Done to save your new queue menus.

Allow transfers to queue

This setting allows you to enable or disable transfers to go into queue (at the queue level configuration). By default, this is turned ON.

The specific Queue will be hidden from the Queue Transfer menu in the Agent Adapter, if the Allow transfers to Queue is turned OFF. 

  1. Queue menu names are listed in the left panel. Select a queue to edit by clicking anywhere next to the name of the queue.

  2. In the setting panel, toggle the Allow transfers to Queue to On.

Queue transfers permissions will be saved.

Enable Agent Assist platform from a queue menu

Once an Agent Assist platform is created, you can assign the platform to a queue from the queue menu. This is only available for leaf queues.

  1. Go to Settings > Queue.

  2. Select your preferred channel.

  3. Open the Queue settings for the queue you want to edit and go to Agent Assist.

  4. Click Configure to enable Agent Assist.

  5. Select the platform and profile you want to assign to the queue.

  6. Click Save and return to the Queue Settings menu. You can now update the assigned profile. Be aware that if you turn off Agent Assist at this point, the Agent Profile will be be unassigned from the queue settings.

Mobile: Add and Edit queue menus

Overview

Setting up the queues for your Mobile SDK shapes your customer's experience, dictates agent assignments, and has hundreds of configuration possibilities. The first step to the configuration is to build out the structure of the queues or sub-queues and naming each. The queue names will be displayed to customers within the Mobile SDK.

Queues can be configured to enable specific channels (email, call, chat), the assignment of Agents and Teams to each channel, and many features can be applied at the queue level for specific customization.

If you are using the multiple mobile app configuration, you will need to have a specific setup so that each mobile app has a top-level queue and is assigned a DAP. See Multiple Mobile Apps Technical Guide for details.

Once you complete the below steps, move forward to Enabling and Assigning Agents to Channels: IVR, Mobile, Web.

CCAI Platform Portal configuration

Enable the mobile channel

  1. Go to Settings > Queue.

  2. Toggle On to enable the Mobile Channel.

    "Sorry, customer support is not available now."

Add and edit queues

You can build and edit the structure of your queues just like using a text editor by using your keyboard.

  1. Go to Settings > Queue.

  2. Click Edit / View to go to the editing section for queue menus within this channel.

  3. Click Edit to view the Mobile Menu Structure page.

  4. Click into the New Item line to type in the first queue menu name. These queue names will be displayed to customers in the Mobile SDK.

  5. Press return/enter to create a new queue menu below.

  6. Press return/enter + tab to create a sub-queue.

  7. Press shift + tab to move back if you pressed tab and want to go back a level.

  8. If IVR or Web queues are set up, you can copy them over by clicking Copy Queue From in the top of the edit screen.

  9. Click the X to delete a queue option.

  10. Click and drag the icon to move queue options up or down on the list.

  11. Click Done to save.

Web: Add and edit queues

Overview

Setting up the queues for your Web SDK channel shapes your customer's experience, dictates agent assignments, and has hundreds of configuration possibilities. The first step to the configuration is to build out the structure of the queues or sub-queues and naming each. The queue names will be displayed to customers within the Web SDK.

Queues can be configured to enable specific channels (email, call, chat), the assignment of Agents and Teams to each channel, and many features can be applied at the queue level for specific customization.

Once you complete the below steps, move forward to Enabling and Assigning Agents to Channels: IVR, Mobile, Web.

CCAI Platform Portal configuration

Enable the Web channel

  1. Go to Settings > Queue.

  2. Toggle to On to enable setup of the IVR channel.

    If toggled off while customers initiate W feb support, there will never be an established connection between an agent and end-user. Turning off does not disable the web SDK if it is already integrated into your website.

Add and edit queue menus

  1. Go to Settings > Queue.

  2. Click Edit / View to goto the editing section for queue menus within that channel.

  3. Click Edit to add and edit queues on the IVR Menu Structure page.

  4. Click into the New Item line to type in the first queue menu name. This name will be displayed to customers in the Web SDK.

  5. Press return/enter to create a new queue menu below.

  6. Press return/enter + tab to create a sub-queue.

  7. Press shift + tab to move back if you pressed tab.

  8. If Mobile or IVR queues are set up, you can copy them over by clicking Copy Queue From in the top of the edit screen.

  9. Click the x next to the queue name to delete a queue option.

  10. Click on the grid to move queue options up or down in the list.

  11. Click Done to save your new queue menus.

Overcapacity deflection per-queue

Overview

Overcapacity deflection is triggered when a session is initiated, but the estimated wait time is larger than the set threshold in Settings > Call or Settings > Chat. The global overcapacity selection will be used as the default, but this setting can also be set at the queue level. For more details on the default overcapacity option, please see this article: Call Settings - After Hour and Over Capacity Deflection, Caller Announcements.

When there's a need to force a selection for overcapacity for a particular call flow, setting the overcapacity deflection per-queue will direct callers where they need to go. This setting allows for only one option, so the caller is not prompted to choose an option like they are when using the default overcapacity option.

Overcapacity per-queue setup

  1. Go to Settings > Queue.

  2. Click Edit / View to go to the editing section for queue menus within that channel.

  3. Select the menu you want to enable overcapacity deflection for.

  4. ToggleCustom Over Capacity deflection to Show to enable and view overcapacity options.

    Message: Plays the message typed (i.e. "We are experiencing high volume") and then ends the call.

    Queue: Select from available queue menu options to redirect the call to.

    Phone Number: Redirects to the number entered.

    Voicemail: Redirects caller to leave a voicemail.

    Callback: Keeps the callers place in queue and ends the call. The caller will receive a callback when they are at the top of the queue. Please see Call Settings - After Hour and Over Capacity Deflection, Caller Announcements and also Custom Callback Number for more information.

    This setting uses the Over Capacity Deflection Callback Option" message will play. This should be configured in Settings > Languages & Messages. More info here: IVR Message Setup - Languages & Messages.

  5. Click Set Overcapacity Deflection to save.

Call recording configuration

Overview

Calls can be recorded in mono and in stereo to and from your contact center. For more information on recording in stereo, contact support.

If Call Recording is enabled, there are various messages that can be played by default for inbound and outbound calls.

In most cases, call recordings are stored in the CRM, and playback is available in the CRM record where the recording is stored.

Configuration details

  • Calls transferred to a third party are recorded; however, once the agent leaves the call, the remainder of the call between the end-user and the 3rd party is redacted.

  • Call recording can be paused for sensitive information using call redaction.

  • With Secure Payments, callers are taken through a payment flow and call recording is automatically paused

  • Call recordings are saved as .mp3 files unless otherwise requested.

Global call recording settings

  1. Go to Settings >Call >Call Details.

Use call recording

Enable inbound call or agent initiated outbound recording for the environment by default.

Outbound call recording configuration options will show when this is enabled.

Record callback outbound calls

When the Callback overcapacity option is enabled, this setting will enable Callback and scheduled call recordings.

  • Enable Call Recording Redaction for agents: Enables Call Redaction.

  • Play Call Recording Messages: Plays a message to the caller receiving the outbound call from an agent. Message name is Record an Outbound Call Message and can be set up in Settings > Languages & Messages.

Record agent-initiated outbound calls

Enables calls recording for Agent initiated calls:

  • Dialed outbound calls

  • Short call callbacks - For more information see our Call Recovery Features documentation.

  • Hang Up And Callbacks - For more information see our Call Recovery Features documentation.

  • Add a third party calls (while the agent remains on the call)

Enable Call Recording Redaction for agents: Enables Call Redaction to be used on outbound calls.

Play Call Recording Message: Plays a message to the caller receiving the outbound call from an agent. Message name is Record an Outbound Call Message can be set up in Settings > Languages & Messages.

Ask permission to record

  1. Use this setting to choose whether or not to record an outbound call started by an agent.

  2. To enable this option go to Calls > Call Recording and check the checkbox Record Agent Initiated Outbound Calls.

  3. To use this option for outbound calls, the Ask Permission to Record option must be activated.

Record message sequence

The Ask Permission to Record Message recording is configurable at Settings > Languages and Messages > Ask to Record.

This section allows you to specify the order in which your User permission and Call Recording messages are played for the end-user.

For example, since outbound calls do not have an introduction message, you can have the call recording play for consumers before the consent to record (user permission) so they know who is calling (call recording).

  • Play Ask Permission to Record Message before Call Recording Message

  • Play Call Recording Message before Ask Permission to Record Message

  • Callback outbound calls - if the queue is configured for asking to record.

  • Agent initiated outbound calls - if the Ask permission to record is enabled.

Recording separation

Recording separation enables you to choose to receive separate call recordings for each call segment rather than all of them in a single file. The ability to keep separate call records for each conversation segment allows for more flexible call analysis and, potentially, more efficient issue resolution. Better record analysis allows you to identify specific portions of the conversation where issues might have occurred, allowing you to provide more targeted training and coaching.

To enable this feature, select the Recording Separation checkbox and select Per segment. If you choose None, you will still receive call recordings as a single file.

Use dual channel recording settings

Enable dual channel recording to record your call using two separate channels, for example an end-user channel and an agent channel.

With each party's audio separated into its own track, it's easier to use transcription and keyword analysis to examine the content of a recording. There is also an advantage in the quality of the voice recording when played back. When analyzing calls, dual-channel recordings allow your call centre managers and quality supervisors to concentrate on a single channel (only the end-user or only the agent).

This can be enabled at Settings > Call > Call Details > Call Recording > Use Dual Channel Recording.

  • Selecting the checkbox will record all calls as dual channel audio recordings.

  • Unchecking the checkbox will record all calls as single channel audio recording.

Record settings at the queue level

  1. Go to Settings > Queue.

  2. Click Edit / View for the channel you want to set up.

  3. Select the menu option that you want to set recording options for.

  4. Choose a recording option for the particular queue selected.

    Record: Records all calls

    Do Not Record: Does not record any calls for the queue

    Ask Permission to Record: Asks the caller for permission to record

Channel

Note: This setting behaves different based on channel

IVR

When using the Ask Permission to Record option, you will need to add the Ask to Record message found on the IVR Message Setup page. The caller will need to press 1 to not be recorded - any other entries or a lack of pressing one will result in the call being recorded.

Mobile SDK

  1. Click Set Call Recording Option to save your recording choice for the queue.

Listen to call recordings

Once the call has been recorded, the recording will most likely be saved in your CRM, depending on your configuration. The following are examples of where it could show up in your CRM.

Zendesk

The recording shows in an audio player as part of the private comment.

Salesforce

The call recording shows as an attachment to the case or in the CCAI Platform Session object.

Kustomer

The recording will show in-line within the Kustomer conversation.

Call redaction

Overview

Call redaction allows agents to stop recording when sensitive customer information is being shared during a call. The time in which the agent has initiated call redaction will not be included in the call recording. This feature is ideal when asking customers to share PII.

To enable this feature, contact Support.

Feature details

  • Only agents assigned to calls from or to queues that have been specifically enabled will see the option to redact calls

  • Calls initiated from an enabled queue that are transferred to a queue without call redaction enabled will not have the call redaction feature available

  • Agents need to manually initiate and end the redaction

  • Agents will still be able to hear during the redacted section of the call while on the live call

Admin portal configuration

Enable call redaction for inbound calls

  1. Go to Settings > Queue.

  2. Click Edit / View for the channels requiring call redaction (IVR / Mobile / Web).

  3. Select the menu option/s to enable call redaction. The setting is only available for end-nodes, or child-menu options.

  4. Toggle Enable Call Recording Redaction to the On position.

  5. Repeat these steps for each queue menu.

Enable call redaction for outbound calls

  1. From the Admin Portal, go to Settings > Call.

  2. Call recording needs to first be enabled for Callback outbound calls and/or Agent Initiated outbound calls. For more information on these call recording types, see Recording Calls - Configuration Options.

  3. Mark the checkbox to enable call redaction for either or both outbound call types.

Agent experience

  1. From the Agent Adapter, while an active call from an enabled queue, click on the Actions button, then click Redact.

  2. A timer will begin and count the seconds in which call redaction is active.

  3. When ready, click Stop Redacting.

  4. Click the X in the Actions menu to return to the standard call adapter options.

CRM logging

When an agent uses the call redaction feature, the timestamps when the call redaction started and ended will be saved on the call record.

Mobile: PSTN fallback

Overview

With the Mobile SDKs, by default, calls are made via VoIP and require a data connection. When the mobile app detects that the data connectivity does not meet the configured performance threshold, CCAI Platform doesn't place a VoIP call. Instead, a fallback option to a PSTN call which does not require a data connection. This option allows for a seamless experience for the end-user, while still providing rich data within the CRM record.

Configuration

  • iOS/Android Developer: With Multiple Mobile Apps in use, the threshold for PSTN Callback calls will be configured from within the Admin Portal in Settings > Developer Settings > Edit Mobile App > Fallback phone number/threshold.

  • CCAI Platform Portal: The below configuration setting needs to be configured per-queue.

PSTN fallback details

Routing

The PSTN fallback option will be presented after the end-user navigates the Mobile queues. When the end-user selects to make a call and the app determines it is in PSTN fallback mode, the PSTN call will be mapped to a pre-configured, corresponding destination menu in the IVR queue. Since IVR and Mobile menus are often not identical, each Mobile menu selection needs to be paired with a corresponding IVR menu to use for fallback.

  • PSTN fallback to IVR set up in the CCAI Platform Portal uses a queue search that offers IVR menus. If multiple languages are used, only the IVR menu options for that language will be available.

  • Example: If the Mobile menu 'Existing Customer Help' is mapped to the IVR menu 'Customer' for PSTN fallback, and an end-user selects 'Existing Customer Help' when PSTN fallback is active, the call would automatically be directed to IVR queue menu 'Customer.'

  • If no PSTN fallback to IVR option is enabled and configured, the PSTN fallback call will be directed to the top of the IVR structure for that language.

  • If an IVR queue menu is mapped as an Mobile PSTN fallback, the queue cannot be deleted without removing this association

Rich data

The following data is passed to the CRM ticket for the IVR fallback call:

  • End-user's phone number

    • To gather the phone number data, the end-user is required to input their phone number

      Example phone number gathering screen in Mobile:

  • Selected queue menu

    • When the end-user makes a call via PSTN, the system retrieves the queue name and custom data package via phone number lookup
  • Custom data package (as configured by your mobile development team)

    • The custom data package is mapped to the correct ticket based on the active call session with the phone number entered by the end-user in the app

CCAI Platform Portal configuration

  1. Go to Settings > Queue > Mobile.

  2. Select a sub-queue (Top level queues will not have this setting available).

  3. Scroll to the PSTN Fallback to IVR Menu section and click to toggle the setting to ON.

  4. Use the search field to select from IVR queues to route a PSTN fallback call to.

  5. Click Save PSTN Fallback to save.

  6. Repeat this step for all Mobile sub queue menus for all languages used.

Insert a dynamic user ID

Overview

This feature enables the CCAI Platform Portal to work with your mobile or web SDKs User ID/unique ID as a session variable for tracking or content personalization. When the variable is included in the Automatic Redirect to website option, the User ID value is dynamically inserted into the URL.

Example use cases:

  • Show order details for a specific user via Mobile or Web queues

  • Present your users with product offerings based on their locations by directing to a specialized web page based on user ID

  • Mobile FAQ page landing can be personalized to show the right page for the user's membership tier based on the User ID

Feature details

  • If mobile or Web SDK passes User ID/identifier to CCAI Platform, it can be inserted as a session variable into your manual deflection webpage or FAQ link

  • From the Admin Portal, an admin can add "@@USER_ID@@" into the URL in Manual Deflection to Webpage field under Mobile or Web queues to dynamically retrieve and insert User ID

  • From the Admin Portal, an admin can add "@@USER_ID@@" into the URL for Mobile FAQ to dynamically retrieve and insert UID

CCAI Platform Portal configuration

Automatic redirect

  1. Go to Settings > Queue > Mobile OR Web.

  2. Click on the queue you want to redirect to a URL.

  3. Click to show Automatic Redirect options, then click Website.

  4. Enter the mobile-friendly website and add the User ID identifier as a session variable to the URL by including "@@USER_ID@@" in the URL for tracking or content personalization purposes.

    Example: https://www.domain.com?uid=@@USER_ID@@

Mobile FAQ

When enabled, Mobile FAQ allows you to show a webpage while remaining in the app, with an option of showing a phone number as well on the screen. To enable contact support,

  1. Go to Settings > Operation Management.

  2. Scroll to the Mobile: Display FAQ section and insert @@USER_ID@@ into the URL where needed.

    Ex: https://www.domain.com?uid=@@USER_ID@@

  3. Click Set FAQ.

Session variable output

The User ID variable format inserts the user ID value only.

For the example "https://www.domain.com?uid=@@USER_ID@@," If user_ID value is '12345' for a given session, the rendered URL would be: https://www.domain.com?uid=12345.

Custom fallback IVR at the queue Level

For top-level queues, custom IVR fallback selection options are available in the queue level menu settings. You can specify a fallback destination for when an end-user fails to select a queue during IVR navigation.

Enable custom fallback IVR navigation for top-level queues

  1. Navigate to Settings > Queue > IVR and select your desired top-level queue.

  2. In the side menu queue settings, navigate to Custom Fallback IVR Navigation and select Configure.

  3. Toggle Custom Fallback IVR Navigation to On.

  4. Set the number of times the IVR menu will repeat.

    • Select the first available menu: If the caller does not make a selection after the specified number of repetitions, this option automatically places them in the first menu option available to them.

    • Select the last available menu: If the caller does not make a selection after the specified number of repetitions, this option automatically places them in the previous menu.

    • Direct to voicemail: The caller will be redirected to voicemail.

    • End call: The caller will be disconnected.

    • Select a specific menu: The caller will be routed to the menu of your choosing. Select your menu language, then choose from the available options.

  5. Click Save.