{"componentChunkName":"component---src-templates-tree-layout-js","path":"/capabilities/Data_Intelligence/Data_Dictionary/Repeat_Purchase_Likelihood_Data/","result":{"data":{"content":{"frontmatter":{"title":"Repeat Purchase Likelihood Data","description":null,"show_cards":null},"fields":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/Repeat_Purchase_Likelihood_Data/","current":"Repeat_Purchase_Likelihood_Data","parent":"Data_Dictionary","root":"capabilities"},"html":"<h1 id=\"repeat-purchase-likelihood-data\" style=\"position:relative;\"><a href=\"#repeat-purchase-likelihood-data\" aria-label=\"repeat purchase likelihood data permalink\" class=\"anchor before\"><svg aria-hidden=\"true\" focusable=\"false\" height=\"16\" version=\"1.1\" viewBox=\"0 0 16 16\" width=\"16\"><path fill-rule=\"evenodd\" d=\"M4 9h1v1H4c-1.5 0-3-1.69-3-3.5S2.55 3 4 3h4c1.45 0 3 1.69 3 3.5 0 1.41-.91 2.72-2 3.25V8.59c.58-.45 1-1.27 1-2.09C10 5.22 8.98 4 8 4H4c-.98 0-2 1.22-2 2.5S3 9 4 9zm9-3h-1v1h1c1 0 2 1.22 2 2.5S13.98 12 13 12H9c-.98 0-2-1.22-2-2.5 0-.83.42-1.64 1-2.09V6.25c-1.09.53-2 1.84-2 3.25C6 11.31 7.55 13 9 13h4c1.45 0 3-1.69 3-3.5S14.5 6 13 6z\"></path></svg></a>Repeat Purchase Likelihood Data</h1>\n<p>Below are fields that can be used to analyze customers' Repeat Purchase Likelihood (RPL).\nFor more information on RPL go <a href=\"https://contactcenter.expedia.com/docs/capabilities/Data_Intelligence/Service_Experience_Metrics_Suite/Repeat_Purchase_Likelihood/\">here</a>.</p>\n<p><strong>RPL dimensions</strong></p>\n<table>\n<thead>\n<tr>\n<th align=\"left\">View</th>\n<th align=\"left\">Group</th>\n<th align=\"left\">Field name</th>\n<th>Description</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td align=\"left\">Booking</td>\n<td align=\"left\"></td>\n<td align=\"left\">Has Car</td>\n<td>Yes/No value indicating whether a car was booked was done as part of the itinerary.</td>\n</tr>\n<tr>\n<td align=\"left\">Booking</td>\n<td align=\"left\"></td>\n<td align=\"left\">Has Flight</td>\n<td>Yes/No value indicating whether a flight was booked as part of the itinerary.</td>\n</tr>\n<tr>\n<td align=\"left\">Booking</td>\n<td align=\"left\"></td>\n<td align=\"left\">Has Insurance</td>\n<td>Yes/No value indicating whether an insurance was booked as part of the itinerary.</td>\n</tr>\n<tr>\n<td align=\"left\">Booking</td>\n<td align=\"left\"></td>\n<td align=\"left\">Has Lodging</td>\n<td>Yes/No value indicating whether a lodging was booked as part of the itinerary.</td>\n</tr>\n<tr>\n<td align=\"left\">Booking</td>\n<td align=\"left\"></td>\n<td align=\"left\">Latest Booking Window</td>\n<td>The lastest booking window for a journey. A booking window is the difference in days between the booked date and travel start date.</td>\n</tr>\n<tr>\n<td align=\"left\">Booking</td>\n<td align=\"left\"></td>\n<td align=\"left\">Partner Name</td>\n<td>The EG partner through which the customer interacted with.</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\"></td>\n<td align=\"left\">Average Conversation Time Intervals</td>\n<td>Average of Time Intervals (in hours) between converations in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\"></td>\n<td align=\"left\">Conversations List</td>\n<td>Delimited list of conversation ids for a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\"></td>\n<td align=\"left\">First Contact</td>\n<td>Date and time (in UTC) of the first conversation when a journey started, usually after 7 or more days of inactivity from the last contact date.</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\"></td>\n<td align=\"left\">Itinerary Number</td>\n<td>The itinerary number for the booking.</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\"></td>\n<td align=\"left\">Journey Number</td>\n<td>The sequence of jouney given a customer's itinerary</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\"></td>\n<td align=\"left\">Last Contact</td>\n<td>Date and time (in UTC) of the last contact date in a journey.</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\"></td>\n<td align=\"left\">Latest Intent</td>\n<td>The latest intent invoked in a customer's journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Abandon Count</td>\n<td>The number of abandoned conversations in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Agent Assisted Followup Count</td>\n<td>The number of conversations in a journey with agent-assisted follow up</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Agent Handled Count</td>\n<td>The number of conversations in a journey that were handled by an agent</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Agent Requested Count</td>\n<td>The number of conversations in a journey where an agent was requested</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Agent Transfer Count</td>\n<td>The number of agent transfers (from virtual agent or another agent) in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Channel Switch Count</td>\n<td>The number of channel switches in a journey (e.g. a journey with conversations switching from chat to voice to chat will have value of 2)</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Chat Conversations Count</td>\n<td>The number of chat conversations in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Contained Count</td>\n<td>The  number of contained (neither ghost nor queued) conversations in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Conversation Count</td>\n<td>Total count of conversations in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Conversation Window</td>\n<td>Difference in days between the conversation started date and travel start date.</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Deflected Count</td>\n<td>Total count of deflected (agent requested but not queued) conversations in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Has Followup Count</td>\n<td>The number of conversations in a journey with follow-up (within 72 hours) from a customer</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">SR Closed Count</td>\n<td>Number of Service Requests (SR) in a journey that are in closed state</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">SR Count</td>\n<td>Number of Service Requests (SR) conversations in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">SR Open Count</td>\n<td>Number of Service Requests (SR) in a journey that are in open state</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Transfers Between Agents Count</td>\n<td>The number of transfers between agents in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Total Web Session Count</td>\n<td>Total number of a customer's web sessions in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Handoffs</td>\n<td align=\"left\">Voice Conversations Count</td>\n<td>The number of voice conversations in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total Chat Agent Time</td>\n<td>Total time in seconds whereby one or more Human Agents managed a Chat Conversation</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total Chat VA Time</td>\n<td>Total time in seconds that VA was managing a Chat conversations in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total CSP Time</td>\n<td>Total time spent by customers on CSP page in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total MyTrip Time</td>\n<td>Total time spent by customers on MyTrips page in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total Queue Time</td>\n<td>Total time in seconds conversations in a journey were in queue waiting to be assigned to an Agent</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total Voice Agent Time</td>\n<td>Total time in seconds that VA was managing a Voice Conversations in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total Voice VA Time</td>\n<td>Yes, if human agent assistance was requested for the conversation but it was never queued for an human agent. Conversation could have been deflected to another channel or hours of operation enforced using business logic.</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Steps</td>\n<td align=\"left\">Total CSP Clicks</td>\n<td>Total clicks on CSP page in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Steps</td>\n<td align=\"left\">Total MyTrip Clicks</td>\n<td>Total clicks on MyTrip page in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Steps</td>\n<td align=\"left\">Total Received Message Count</td>\n<td>Total count of chat inbound messages received in a journey</td>\n</tr>\n<tr>\n<td align=\"left\">Repeat Purchase Likelihood</td>\n<td align=\"left\"></td>\n<td align=\"left\">Repeat Purchase Booking Date</td>\n<td>The Booking date on which the repeat purchase is done by the customer</td>\n</tr>\n<tr>\n<td align=\"left\">Repeat Purchase Likelihood</td>\n<td align=\"left\"></td>\n<td align=\"left\">Repeat Purchase Flag</td>\n<td>Yes/No value indicating whether the journey resulted in a repeat purchase</td>\n</tr>\n<tr>\n<td align=\"left\">Repeat Purchase Likelihood</td>\n<td align=\"left\"></td>\n<td align=\"left\">Repeat Purchase Gross Amount USD</td>\n<td>The gross booking amount in USD resulting from a customer's repeat purchase</td>\n</tr>\n<tr>\n<td align=\"left\">Repeat Purchase Likelihood</td>\n<td align=\"left\"></td>\n<td align=\"left\">Repeat Purchase ITIN</td>\n<td>The ITIN which resulted in customer's repeat purchase</td>\n</tr>\n<tr>\n<td align=\"left\">Repeat Purchase Likelihood</td>\n<td align=\"left\"></td>\n<td align=\"left\">Repeat Purchase Likelihood (RPL)</td>\n<td>Predicts the customer's likelihood (0-100%) to repeat purchase (within 90-day window starting from the initial booking date) based on the customer's effort across meaningful interactions in a journey.</td>\n</tr>\n<tr>\n<td align=\"left\">Traveler Profile</td>\n<td align=\"left\"></td>\n<td align=\"left\">Customer Id</td>\n<td>Unique ID of the customer specific to the partner on which the booking was placed.</td>\n</tr>\n<tr>\n<td align=\"left\">Traveler Profile</td>\n<td align=\"left\"></td>\n<td align=\"left\">Loyalty Tier</td>\n<td>The customer's loyalty tier, specific to a partner.</td>\n</tr>\n<tr>\n<td align=\"left\">Traveler Profile</td>\n<td align=\"left\"></td>\n<td align=\"left\">Total 3yr Gross Booking Amount USD</td>\n<td>Total amount in USD for bookings done by the customer in the last 3 years from the Conversation Started Date.</td>\n</tr>\n<tr>\n<td align=\"left\">Traveler Profile</td>\n<td align=\"left\"></td>\n<td align=\"left\">Total 3Yr Order Count</td>\n<td>Total number of bookings done by the customer in the last 3 years from the Conversation Started Date.</td>\n</tr>\n</tbody>\n</table>\n<p><strong>RPL Measures</strong></p>\n<table>\n<thead>\n<tr>\n<th align=\"left\">View</th>\n<th align=\"left\">Group</th>\n<th align=\"left\">Field Name</th>\n<th>Description</th>\n</tr>\n</thead>\n<tbody>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Steps</td>\n<td align=\"left\">Total Received Message Count (Sum)</td>\n<td>Sum of total received message count</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total Chat Agent Time (Sum)</td>\n<td>Sum of the total agent time</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total Chat VA Time (Sum)</td>\n<td>Sum of total Chat VA time</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total Queue Time (Sum)</td>\n<td>Sum of total Queue time</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total Voice Agent Time (Sum)</td>\n<td>Sum of total Voice Agent Time</td>\n</tr>\n<tr>\n<td align=\"left\">Customer Journey</td>\n<td align=\"left\">Customer Time</td>\n<td align=\"left\">Total Voice VA Time (Sum)</td>\n<td>Sum of total Voice VA Time</td>\n</tr>\n<tr>\n<td align=\"left\">Repeat Purchase Likelihood</td>\n<td align=\"left\">Repeat Purchase Likelihood</td>\n<td align=\"left\">RPL (Avg)</td>\n<td>Sum of Repeat Purchase Likelihood /Count of Journeys with Repeat Purchase Likelihood</td>\n</tr>\n<tr>\n<td align=\"left\">Repeat Purchase Likelihood</td>\n<td align=\"left\">Repeat Purchase Likelihood</td>\n<td align=\"left\">RPL (TP90)</td>\n<td>Value for which 90% of Repeat Purchase Likelihood are lower and 10% are higher.</td>\n</tr>\n</tbody>\n</table>","tableOfContents":"<ul>\n<li><a href=\"/docs/capabilities/Data_Intelligence/Data_Dictionary/Repeat_Purchase_Likelihood_Data/#repeat-purchase-likelihood-data\">Repeat Purchase Likelihood Data</a></li>\n</ul>"},"documents":{"edges":[{"node":{"fields":{"slug":"/tutorials/getting_started/","current":"getting_started","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Getting Started","description":"Getting Started guides for partners to quickly setup their contact center."}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/Getting_started_with_intelligent_contact_distribution_API/","current":"Getting_started_with_intelligent_contact_distribution_API","parent":"Intelligent_Contact_Distribution","root":"tutorials"},"frontmatter":{"title":"Getting Started with Intelligent Contact Distribution API","description":"This tutorial shows how to set up Intelligent Contact Distribution to route a conversation to the optimal contact."}}},{"node":{"fields":{"slug":"/tutorials/WorkForce_Management_Tutorials/Workforce_Management_Integration/","current":"Workforce_Management_Integration","parent":"WorkForce_Management_Tutorials","root":"tutorials"},"frontmatter":{"title":"Workforce Management Integration","description":"Learn to configure and map Human Agent Forecast data for better Workforce tracking and adherence calculations."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Integrating CCaaS and Salesforce/","current":"Integrating CCaaS and Salesforce","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Integrating CCaaS and Salesforce","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/ICD_Channel_Throttling_Rule_Configuration/","current":"ICD_Channel_Throttling_Rule_Configuration","parent":"Intelligent_Contact_Distribution","root":"tutorials"},"frontmatter":{"title":"ICD Channel Throttling Rule Configuration","description":null}}},{"node":{"fields":{"slug":"/tutorials/IAM_Tutorials/LoggingIntoOkta/","current":"LoggingIntoOkta","parent":"IAM_Tutorials","root":"tutorials"},"frontmatter":{"title":"Logging in using Okta","description":"This is from James Thomas Confluence page"}}},{"node":{"fields":{"slug":"/tutorials/IAM_Tutorials/Provisioning Users and RBAC/","current":"Provisioning Users and RBAC","parent":"IAM_Tutorials","root":"tutorials"},"frontmatter":{"title":"Provisioning Users and RBAC","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/ICD_HoursOfOperation_Rule_Configuration/","current":"ICD_HoursOfOperation_Rule_Configuration","parent":"Intelligent_Contact_Distribution","root":"tutorials"},"frontmatter":{"title":"ICD Hours of Operation Rule Configuration","description":null}}},{"node":{"fields":{"slug":"/Applications/Analytics_Console/Roles_and_Permissions/","current":"Roles_and_Permissions","parent":"Analytics_Console","root":"Analytics_Console"},"frontmatter":{"title":"Accessing Analytic Data","description":"Gain access to analytic reports based on platform-defined roles and permissions."}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Voice_Configuration/","current":"Voice_Configuration","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Voice Configuration","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/","current":"Define_Rules_Policies","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Define Rules and Policies","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/","current":"Intelligent_Contact_Distribution","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Setting up Intelligent Contact Distribution","description":"This tutorial shows how to configure Intelligent Contact Distribution API"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/hours_of_operation/","current":"hours_of_operation","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Hours of Operation","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/queue_treatment/","current":"queue_treatment","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Queue Treatment","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Queue_and_Queue_Group/","current":"Queue_and_Queue_Group","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Queues and Queue Groups","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/agent_activity_groups/","current":"agent_activity_groups","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Agent Activity Groups","description":null}}},{"node":{"fields":{"slug":"/tutorials/WorkForce_Management_Tutorials/Workforce_Optimization_Dashboards/","current":"Workforce_Optimization_Dashboards","parent":"WorkForce_Management_Tutorials","root":"tutorials"},"frontmatter":{"title":"Workforce Optimization Data Visualization","description":"Learn how to access and compare real-time and historical reports on agent activity, queues, and queue groups."}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Quick_start_VNext/","current":"Quick_start_VNext","parent":"Voyager_Next","root":"Voyager_Next"},"frontmatter":{"title":"Getting Started","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Intelligent_Contact_Distribution/ICD_QueueWaitTime_Rule_Configuration/","current":"ICD_QueueWaitTime_Rule_Configuration","parent":"Intelligent_Contact_Distribution","root":"tutorials"},"frontmatter":{"title":"ICD Queue Wait Time Rule Configuration","description":null}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/Chat_Features/","current":"Chat_Features","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Chat Features","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Setup_Analytics_Reporting/","current":"Setup_Analytics_Reporting","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Setup Analytics and Reporting","description":null}}},{"node":{"fields":{"slug":"/Applications/ContactCenterManagement/","current":"ContactCenterManagement","parent":"Applications","root":"ContactCenterManagement"},"frontmatter":{"title":"Contact Center Management","description":"Welcome to the Contact Center Management"}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/Voice_Features/","current":"Voice_Features","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Voice Features","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Accessing_EG_Data_Lake/","current":"Accessing_EG_Data_Lake","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Getting Started with EG Data Lake","description":"Use EG Data Lake to access and stitch together data from varied domains such as Booking, Marketing, Commerce, User, Supply, and Partner."}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Getting_started_with_User_Context_service/","current":"Getting_started_with_User_Context_service","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Getting Started with User Context Service","description":"Learn about the User Context Service and the powerful concepts behind the GraphQL data query language."}}},{"node":{"fields":{"slug":"/capabilities/Contact_Center_Management/","current":"Contact_Center_Management","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Contact Center Management Console","description":"Self-service management of the workforce and experiences."}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/","current":"Agent_Experience_Console_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Agent Experience and Contact Center Management Console (CCM Console)","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_hoo_template/","current":"create_hoo_template","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create a HOO Template","description":"Create a HOO Template"}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/CoreConversationMetrics/","current":"CoreConversationMetrics","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Core Conversation Metrics","description":"Learn about basic concepts, entities, and processes concerning Core conversation metrics."}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/Email_Features/","current":"Email_Features","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Email Features","description":null}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/Service_Requests/","current":"Service_Requests","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Service request features","description":null}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/history_features/","current":"history_features","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"History Features","description":null}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/knowledge_base_features/","current":"knowledge_base_features","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Knowledge Base Integration","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/","current":"Data_Intelligence","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Data Intelligence","description":"Provides conversation content, data & insights, intelligent contact, distribution, data pipeline and EGDP and dData integration."}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Intelligent_Contact_Distribution_API/","current":"Intelligent_Contact_Distribution_API","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Intelligent Contact Distribution API","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/Resource_Sharing_Across_Partner/","current":"Resource_Sharing_Across_Partner","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"Resource Sharing Across Partners","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_policies/","current":"create_policies","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create Policies","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_routing_templates/","current":"create_routing_templates","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create a Routing Template","description":"Create a Routing Template"}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/","current":"Data_Intelligence_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Data Intelligence Tutorials","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Build_Customize_Reports/","current":"Build_Customize_Reports","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Build and Customise Reports","description":"Learn how to build and manage your own dashboard reports, then save them for future access."}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Customization_VNext/","current":"Customization_VNext","parent":"Voyager_Next","root":"Voyager_Next"},"frontmatter":{"title":"Voyager NEXT Customization","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/UserContextService/","current":"UserContextService","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"User Context Service","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/RBAC_Resources/","current":"RBAC_Resources","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"RBAC Resource","description":null}}},{"node":{"fields":{"slug":"/capabilities/Workforce_Optimization/","current":"Workforce_Optimization","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Workforce Optimization","description":"Improve performance and utilization of Agents & Contact Centers using real-time and historical data to pinpoint areas of excellence and improvement, replicate successful interactions, and identify crucial feedback."}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_qwt_template/","current":"create_qwt_template","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create a Queue Wait Time Template","description":"Create a Queue Wait Time Template"}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Conversation_Data_Concepts/","current":"Conversation_Data_Concepts","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Conversation Data Concepts","description":"Learn about basic concepts, entities, and processes concerning Conversation data."}}},{"node":{"fields":{"slug":"/tutorials/WorkForce_Management_Tutorials/","current":"WorkForce_Management_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Workforce Management Tutorials","description":"This section contains the tutorials for the Workforce Management capability."}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/Virtual_Agent_Assistant_in_Voyager_Next/","current":"Virtual_Agent_Assistant_in_Voyager_Next","parent":"Features","root":"Voyager_Next"},"frontmatter":{"title":"Virtual Agent Assistant in Voyager Next","description":null}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/voice/recording_transcription/","current":"recording_transcription","parent":"voice","root":"capabilities"},"frontmatter":{"title":"Recording & Transcription","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/EGDP_Conversation_Domain_Data/","current":"EGDP_Conversation_Domain_Data","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Data Lake","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/Tool_Access/","current":"Tool_Access","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"Tool Access","description":null}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/","current":"Smart_Omni_Channel_Routing","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Smart Omni-Channel Routing","description":"Smart Omni-Channel Routing is a suite of skills and applications, that connects customer to the most suitable human Agent with full context of customer's unresolved intent, on any of the platform supported channel. (uad-2620)"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_throttling_template/","current":"create_throttling_template","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create a Throttling Template","description":"Create a Throttling Template"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/agent_managment/","current":"agent_managment","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Agent Management","description":"Learn how to create, update, and deactivate agents and groups."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Conversation/","current":"Conversation","parent":"Conversation_Data_Visualization","root":"tutorials"},"frontmatter":{"title":"Conversation Scenarios","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Conversation/","current":"Conversation","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Conversation Scenarios","description":"Learn to access and manage common scenarios for analyzing Conversation data."}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Getting_started_with_Platform_Data_API/","current":"Getting_started_with_Platform_Data_API","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Getting Started with Platform Data API","description":"Learn about Platform Data API and the powerful concepts behind the GraphQL data query language."}}},{"node":{"fields":{"slug":"/tutorials/SmartOmniChannelRouting_Tutorials/","current":"SmartOmniChannelRouting_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Smart-Omni-Channel-Routing Tutorials","description":"This section contains the tutorials for the SOCR capability."}}},{"node":{"fields":{"slug":"/Applications/Analytics_Console/Dashboard_and_Reports/","current":"Dashboard_and_Reports","parent":"Analytics_Console","root":"Analytics_Console"},"frontmatter":{"title":"Dashboard and Reports","description":"Dashboards"}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/voice/voice_adapter/","current":"voice_adapter","parent":"voice","root":"capabilities"},"frontmatter":{"title":"Voice providers and adapters","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/PlatformDataAPI/","current":"PlatformDataAPI","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Platform Data API","description":"Data API provides the capability to programmatically access the conversation platform data."}}},{"node":{"fields":{"slug":"/capabilities/IAM/Agent_Roles/","current":"Agent_Roles","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"Built-in Agent Roles","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/Login_Details/","current":"Login_Details","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"Login Details","description":null}}},{"node":{"fields":{"slug":"/capabilities/Omni_Channel_Agent_Tool/","current":"Omni_Channel_Agent_Tool","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Omni-Channel Agent Tool","description":"Agent tool that provides a component based, intuitive interface across multiple conversation channels"}}},{"node":{"fields":{"slug":"/capabilities/Workforce_Optimization/Workforce_Management/","current":"Workforce_Management","parent":"Workforce_Optimization","root":"capabilities"},"frontmatter":{"title":"Workforce Management","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_rule_types/","current":"create_rule_types","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create Rule Types","description":"Creating Rule Types for Business Rules and Policies"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Voice_Configuration/Create_Voice_Entry_Points/","current":"Create_Voice_Entry_Points","parent":"Voice_Configuration","root":"tutorials"},"frontmatter":{"title":"Voice Entry Points","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/","current":"Channel_Integration_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Voice and Chat Channel Integration Tutorials","description":"This section houses the tutorials for the Channel Integration capability."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Message/","current":"Message","parent":"Conversation_Data_Visualization","root":"tutorials"},"frontmatter":{"title":"Message Scenarios","description":null}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Interacting_with_GraphQL/","current":"Interacting_with_GraphQL","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Interacting with GraphQL","description":"This tutorial provides a short introduction to GraphQL terminology and explains how to interact with GraphQL-based APIs."}}},{"node":{"fields":{"slug":"/tutorials/Data_Intelligence_Tutorials/Skills_Tasks/","current":"Skills_Tasks","parent":"Data_Intelligence_Tutorials","root":"tutorials"},"frontmatter":{"title":"Skills and Tasks Scenarios","description":"This tutorial describes how Skills and Tasks relate to Business Functions. It then provides a few sample scenarios to illustrate their use."}}},{"node":{"fields":{"slug":"/tutorials/SmartOmniChannelRouting_Tutorials/queue_management_wait_time/","current":"queue_management_wait_time","parent":"SmartOmniChannelRouting_Tutorials","root":"tutorials"},"frontmatter":{"title":"Queue and Queue Management","description":null}}},{"node":{"fields":{"slug":"/Applications/Analytics_Console/Adhoc_Analysis/","current":"Adhoc_Analysis","parent":"Analytics_Console","root":"Analytics_Console"},"frontmatter":{"title":"Ad hoc Analysis","description":"Ad hoc Analysis"}}},{"node":{"fields":{"slug":"/Applications/Analytics_Console/Reporting_Features/","current":"Reporting_Features","parent":"Analytics_Console","root":"Analytics_Console"},"frontmatter":{"title":"Reporting Features","description":"Reporting Features"}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/","current":"Channel_Integration","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Channel Integration","description":"Conversations can happen across different channels like voice or chat. Channel Integration provides partners different ways to configure or build integration of different channels and tools with the platform"}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/chat/","current":"chat","parent":"Channel_Integration","root":"capabilities"},"frontmatter":{"title":"Chat Channel Integration","description":null}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/voice/softphone/","current":"softphone","parent":"voice","root":"capabilities"},"frontmatter":{"title":"Softphone","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Visualization/","current":"Data_Visualization","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Data Visualization","description":"configuration tool"}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Service_Experience_Metrics_Suite/","current":"Service_Experience_Metrics_Suite","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Service Experience Metric Suite","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Service_Experience_Metrics_Suite/Detractor_Likelihood/","current":"Detractor_Likelihood","parent":"Service_Experience_Metrics_Suite","root":"capabilities"},"frontmatter":{"title":"Detractor Likelihood","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Service_Experience_Metrics_Suite/Repeat_Contact_Likelihood/","current":"Repeat_Contact_Likelihood","parent":"Service_Experience_Metrics_Suite","root":"capabilities"},"frontmatter":{"title":"Repeat Contact Likelihood","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Service_Experience_Metrics_Suite/Repeat_Purchase_Likelihood/","current":"Repeat_Purchase_Likelihood","parent":"Service_Experience_Metrics_Suite","root":"capabilities"},"frontmatter":{"title":"Repeat Purchase Likelihood","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Service_Experience_Metrics_Suite/Repeat_Purchase_Likelihood/What-If_Tool/","current":"What-If_Tool","parent":"Repeat_Purchase_Likelihood","root":"capabilities"},"frontmatter":{"title":"What-If Tool","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/Configuration_Roles/","current":"Configuration_Roles","parent":"IAM","root":"capabilities"},"frontmatter":{"title":"Built-in Configuration Roles","description":null}}},{"node":{"fields":{"slug":"/capabilities/Workforce_Optimization/Agent_Presence/","current":"Agent_Presence","parent":"Workforce_Optimization","root":"capabilities"},"frontmatter":{"title":"Agent Presence","description":"reviewed by ED team cpce-90294"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_rules/","current":"create_rules","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create Rules","description":"Create Rules"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Voice_Configuration/Create_Voice_Experience_Templates/","current":"Create_Voice_Experience_Templates","parent":"Voice_Configuration","root":"tutorials"},"frontmatter":{"title":"Voice Experience Templates","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/BYOVoiceProviderClientLibAdapter/","current":"BYOVoiceProviderClientLibAdapter","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Bring Your Own Voice Provider Client Library Adapter","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/BringYourOwnVoiceProvider/BYOVoiceProviderClientLibAdapter/","current":"BYOVoiceProviderClientLibAdapter","parent":"BringYourOwnVoiceProvider","root":"tutorials"},"frontmatter":{"title":"Bring Your Own Voice Provider Client Library Adapter","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Participant_Session/","current":"Participant_Session","parent":"Conversation_Data_Visualization","root":"tutorials"},"frontmatter":{"title":"Participant Session Scenarios","description":null}}},{"node":{"fields":{"slug":"/tutorials/IAM_Tutorials/","current":"IAM_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Agent Identity and Access Management Tutorials","description":"This section houses the tutorials for the IAM capability."}}},{"node":{"fields":{"slug":"/","current":"","parent":"","root":""},"frontmatter":{"title":"Home","description":"Providing conversational capabilities to any partner application over voice, text and social channels"}}},{"node":{"fields":{"slug":"/Applications/Analytics_Console/","current":"Analytics_Console","parent":"Applications","root":"Analytics_Console"},"frontmatter":{"title":"Analytics Console","description":"Analytics Console-One Stop Solution for all Reporting Needs."}}},{"node":{"fields":{"slug":"/Applications/Softphone/","current":"Softphone","parent":"Applications","root":"Softphone"},"frontmatter":{"title":"Softphone","description":"Setup agents to receive or make phone calls and perform call controls."}}},{"node":{"fields":{"slug":"/Applications/Softphone/Agent_Connectivity_Management/","current":"Agent_Connectivity_Management","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Agent Connectivity Management","description":"Detect the network connectivity of the agent in softphone."}}},{"node":{"fields":{"slug":"/Applications/Softphone/Automated_CLI/","current":"Automated_CLI","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Automated CLI","description":"Detect country and hence caller line interface (CLI) candidates for outbound number."}}},{"node":{"fields":{"slug":"/Applications/Softphone/Automated_State_Change/","current":"Automated_State_Change","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Automated State Management","description":"Automated the State change behavior in Softphone for some states"}}},{"node":{"fields":{"slug":"/Applications/Softphone/Call_Source/","current":"Call_Source","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Call Source","description":"Call Source is visible to the agent to get the context of an inbound call."}}},{"node":{"fields":{"slug":"/Applications/Softphone/ClickToCall_CLI_Integration/","current":"ClickToCall_CLI_Integration","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"ClickToCall and Caller ID Integration","description":"Setup agents to be able to select CLI when making calls through CRM tool."}}},{"node":{"fields":{"slug":"/Applications/Softphone/Softphone_Config/","current":"Softphone_Config","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Softphone Configuration","description":null}}},{"node":{"fields":{"slug":"/Applications/Softphone/Softphone_Transfers/","current":"Softphone_Transfers","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Softphone Transfers","description":"Transfer of calls by CP Queue Agents to other Participants."}}},{"node":{"fields":{"slug":"/Applications/Softphone/Supervisor_Bargein/","current":"Supervisor_Bargein","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Supervisor Functionalities","description":null}}},{"node":{"fields":{"slug":"/Applications/Softphone/WhisperAnnouncement/","current":"WhisperAnnouncement","parent":"Softphone","root":"Softphone"},"frontmatter":{"title":"Whisper Announcement","description":"Play whisper announcement on inbound call"}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/","current":"Voyager_Next","parent":"Applications","root":"Voyager_Next"},"frontmatter":{"title":"Voyager Next","description":"“Out-of-box\" configurable Agent Tool for travel agents"}}},{"node":{"fields":{"slug":"/capabilities/Channel_Integration/voice/","current":"voice","parent":"Channel_Integration","root":"capabilities"},"frontmatter":{"title":"Voice Channel Integration","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/","current":"Data_Dictionary","parent":"Data_Intelligence","root":"capabilities"},"frontmatter":{"title":"Data Dictionary","description":"Information related to EG Data Platform concepts, agent interactions, workforce management (WFM) and workforce optimization."}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/Conversation_Data/","current":"Conversation_Data","parent":"Data_Dictionary","root":"capabilities"},"frontmatter":{"title":"Conversation Data","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/Repeat_Purchase_Likelihood_Data/","current":"Repeat_Purchase_Likelihood_Data","parent":"Data_Dictionary","root":"capabilities"},"frontmatter":{"title":"Repeat Purchase Likelihood Data","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/Rules_Business_Objects_Reporting/","current":"Rules_Business_Objects_Reporting","parent":"Data_Dictionary","root":"capabilities"},"frontmatter":{"title":"Rules Business Objects Reporting","description":null}}},{"node":{"fields":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/Service_Case_Data/","current":"Service_Case_Data","parent":"Data_Dictionary","root":"capabilities"},"frontmatter":{"title":"Service Case Data","description":null}}},{"node":{"fields":{"slug":"/capabilities/Forecasting/Forecast_Overview/","current":"Forecast_Overview","parent":"Forecasting","root":"capabilities"},"frontmatter":{"title":"Agent Capacity Forecast","description":null}}},{"node":{"fields":{"slug":"/capabilities/IAM/","current":"IAM","parent":"capabilities","root":"capabilities"},"frontmatter":{"title":"Identity and Access Management","description":"CP Front End services enables Role-Based Access Control for all CP resources."}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Callback/","current":"Callback","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Callback","description":"Description of what a callback means."}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/ICD/","current":"ICD","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Intelligent Contact Distribution (ICD)","description":"Description of what ICD does."}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Queue_Treatment/","current":"Queue_Treatment","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Queue Treatment","description":"Description of what queue treatment is to a customer"}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Realtime_Insights/","current":"Realtime_Insights","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Realtime Insights","description":"Description of various agent states."}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Routing_Configuration/","current":"Routing_Configuration","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Routing Configuration","description":"Description of routing configuration rules"}}},{"node":{"fields":{"slug":"/capabilities/Smart_Omni_Channel_Routing/Routing_Conversation_To_Agent/","current":"Routing_Conversation_To_Agent","parent":"Smart_Omni_Channel_Routing","root":"capabilities"},"frontmatter":{"title":"Routing Conversation To Agent","description":"Describes metrics that route a conversation to an agent."}}},{"node":{"fields":{"slug":"/capabilities/Workforce_Optimization/Agent_Evaluation/","current":"Agent_Evaluation","parent":"Workforce_Optimization","root":"capabilities"},"frontmatter":{"title":"Agent Evaluation","description":"Reviewed by ED team cpce-90295"}}},{"node":{"fields":{"slug":"/capabilities/Workforce_Optimization/Agent_Evaluation/Voice_Recording/","current":"Voice_Recording","parent":"Agent_Evaluation","root":"capabilities"},"frontmatter":{"title":"Voice Recording System","description":"cpce-90296"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Define_Rules_Policies/create_outdial/","current":"create_outdial","parent":"Define_Rules_Policies","root":"tutorials"},"frontmatter":{"title":"Create an Outdial template","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/Voice_Configuration/Bulk_Upload_Entry_Points/","current":"Bulk_Upload_Entry_Points","parent":"Voice_Configuration","root":"tutorials"},"frontmatter":{"title":"Bulk Upload Voice Entry Point","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/console_users/","current":"console_users","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Console User Management","description":"The Contact Center Management Console is used to securely manage Human Agents and Contact Cetners via an easy to use Admin Console. This sections deals with initial setup and ongoing management, via a single point or Console"}}},{"node":{"fields":{"slug":"/tutorials/CCaaS_Skills_Tutorials/","current":"CCaaS_Skills_Tutorials","parent":"tutorials","root":"tutorials"},"frontmatter":{"title":"Configure your own Skills Tutorials","description":"This section houses the tutorials for the Virtual Agent Skills section."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/BYOVoiceAdapter/","current":"BYOVoiceAdapter","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Bring Your Own Voice Adapter","description":"Out-of-the-box, the current virtual agent oftphone supports Twilio as a voice provider. Under the Bring Your Own Resource model, the partner can choose to bring their own voice provider. This document maps out instructions for the parther to write their own adapaters for interactions between the new voice provider and the virtual agent phone, similar to what Expedia has for Twilio, along with the Twilio Client Wrapper library."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/BringYourOwnVoiceProvider/","current":"BringYourOwnVoiceProvider","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Bring Your Own Voice Provider","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/BringYourOwnVoiceProvider/BYOVoiceAdapter/","current":"BYOVoiceAdapter","parent":"BringYourOwnVoiceProvider","root":"tutorials"},"frontmatter":{"title":"Bring Your Own Voice Adapter","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/","current":"Conversation_Data_Visualization","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Conversation Data Visualization","description":"Quickly generate graphical representations of data to answer many common questions."}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Skills_Tasks/","current":"Skills_Tasks","parent":"Conversation_Data_Visualization","root":"tutorials"},"frontmatter":{"title":"Skills and Tasks Scenarios","description":null}}},{"node":{"fields":{"slug":"/tutorials/SmartOmniChannelRouting_Tutorials/Provisioning Users and RBAC/","current":"Provisioning Users and RBAC","parent":"SmartOmniChannelRouting_Tutorials","root":"tutorials"},"frontmatter":{"title":"Provisioning Users and RBAC","description":null}}},{"node":{"fields":{"slug":"/Applications/","current":"Applications","parent":null,"root":null},"frontmatter":{"title":"Applications","description":null}}},{"node":{"fields":{"slug":"/Applications/Voyager_Next/Features/","current":"Features","parent":"Voyager_Next","root":"Voyager_Next"},"frontmatter":{"title":"Features","description":"Learn about available features in Voyager Next, and how they can help your agents."}}},{"node":{"fields":{"slug":"/api-references/","current":"api-references","parent":null,"root":null},"frontmatter":{"title":"API","description":"Contact Center API References"}}},{"node":{"fields":{"slug":"/capabilities/","current":"capabilities","parent":null,"root":"capabilities"},"frontmatter":{"title":"Capabilities","description":"Contact Center as a Service Capabilities"}}},{"node":{"fields":{"slug":"/tutorials/","current":"tutorials","parent":null,"root":"tutorials"},"frontmatter":{"title":"Tutorials","description":"List of all updated tutorials for each capability"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/DataTag_Management/","current":"DataTag_Management","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Data Tag Management","description":"Learn how to view, create and update data tags and data tag groups for your contact center"}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/agent_tool_configuration/","current":"agent_tool_configuration","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Agent Tool Configuration","description":null}}},{"node":{"fields":{"slug":"/tutorials/Agent_Experience_Console_Tutorials/business_locations/","current":"business_locations","parent":"Agent_Experience_Console_Tutorials","root":"tutorials"},"frontmatter":{"title":"Business Locations","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Phone_Number_Assignment_Guide/","current":"Phone_Number_Assignment_Guide","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"Phone Number Assignment Guide","description":null}}},{"node":{"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/ccaas_channel_setup_for_agent_tools/","current":"ccaas_channel_setup_for_agent_tools","parent":"Channel_Integration_Tutorials","root":"tutorials"},"frontmatter":{"title":"CCaaS Channel Setup for Agent Tools","description":null}}},{"node":{"fields":{"slug":"/tutorials/IAM_Tutorials/role_management/","current":"role_management","parent":"IAM_Tutorials","root":"tutorials"},"frontmatter":{"title":"Role Management","description":"James Thomas Confluence page role management tab"}}}]}},"pageContext":{"slug":"/capabilities/Data_Intelligence/Data_Dictionary/Repeat_Purchase_Likelihood_Data/"}},"staticQueryHashes":["2152644321","3128451518","3235971795","685961757"]}