Getting Started

This tutorial will walk you through the necessary steps to get you up and running with Voyager NEXT.

Agent Provisioning

Before accessing the Voyager NEXT application, agent roles and routing will need to be provisioned. Follow Onboard Agents for a quick start guide.

Agents can be provisioned in the Conversation Platform Console. For more information, please refer to the Getting started, Conversation Platform Console documentation.

A single role should be sufficient in case all agents have the same capabilities and responsibilities. Otherwise, multiple roles should be set up for each group based on agents' responsibilities.

When provisioning agents, some things to consider:

• Whether an agent would work on chat, voice, email, social or multiple channels
• What point of sale or Segment an agent will work on
• Whether chatbot assistance is available for the agent

Agent provisioning is a process that includes the following steps:

Application Scope

Each of the Applications (tools and services) when onboarded to Access Control expose certain scopes which define the functionality of the system.

The following table provides an example of the scope being exposed by Voyager NEXT:

Tool	Scope
VoyagerNext	vnext.chatEnabled
VoyagerNext	vnext.canClaimRelease
VoyagerNext	vnext.transcriptSearch

Role Creation

When a partner is onboarded it will have to create a set of roles (selecting different scopes) for its agents.

The following table provides an example of the role creation: 

Partner	Partner Specific Role	Application Scope	Description
Partner 1	ChatAgents	vnext.chatEnabled	Partner 1 users with this role will have access to chat functionality on Voyager NEXT
Partner 2	SpecialAgents	vnext.canClaimRelease	Partner 2 users with this role will have access to claim and release conversations functionality on Voyager NEXT
Partner 2	SupervisorAgents	vnext.chatEnabled vnext.transcriptSearch	Partner 2 users with this role will have access to chat and supervisor functionality on Voyager NEXT

User Assignment

As new agents are added to the system, partners will have to assign them to the relevant roles to be provisioned on Voyager NEXT.

The following table provides an example of user assignments:

Partner	User	Role
Partner 1	Agent1	ChatAgents
Partner 1	Agent2	ChatAgents
Partner 2	Agent3	SpecialAgents
Partner 2	Agent4	SupervisorAgents

Agent Authentication Options

Agents need to be authenticated against an Identity Provider (IdP) before they can access any Conversation Platform application.

The Conversation Platform supports two ways of onboarding agents for authentication:

• Using the VAP embedded Identity Provider
• Bringing your own Identity Provider

Voyager NEXT Customizations

You can customize Voyager NEXT look and feel using the Conversation Platform Console. For more information, please refer to the Voyager NEXT Customization section.

Agents login to the Voyager NEXT application by navigating to https://agent.vap.expedia.com.