{"componentChunkName":"component---src-templates-tree-layout-js","path":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Message/","result":{"data":{"content":{"frontmatter":{"title":"Message Scenarios","description":null,"show_cards":null},"fields":{"slug":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Message/","current":"Message","parent":"Conversation_Data_Visualization","root":"tutorials"},"html":"<h1 id=\"message\" style=\"position:relative;\"><a href=\"#message\" aria-label=\"message 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>Message</h1>\n<p>A Message is a text sent from or received by a Virtual Agent or human agent during a text-based Conversation.</p>\n<h2 id=\"common-scenarios\" style=\"position:relative;\"><a href=\"#common-scenarios\" aria-label=\"common scenarios 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>Common Scenarios</h2>\n<p>Below are some examples of common scenarios for analyzing Message data. </p>\n<h3 id=\"chat-messages\" style=\"position:relative;\"><a href=\"#chat-messages\" aria-label=\"chat messages 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>Chat Messages</h3>\n<p><strong>Scenario:</strong> As a data consumer/analyst, I want to monitor random chat conversation\ntranscripts to check for PII data being exchanged so that we can be GDPR compliant. </p>\n<p><strong>How:</strong> To achieve this, use <em>Message ID</em> and <em>Text</em> dimensions, filtered by <em>Conversation Started Date</em>.\n<span\n      class=\"gatsby-resp-image-wrapper\"\n      style=\"position: relative; display: block; margin-left: auto; margin-right: auto; max-width: 750px; \"\n    >\n      <a\n    class=\"gatsby-resp-image-link\"\n    href=\"/docs/static/02ce731e5c58e8e0955a36b741afaf18/9fafa/MessageScenarios-ChatMessages.png\"\n    style=\"display: block\"\n    target=\"_blank\"\n    rel=\"noopener\"\n  >\n    <span\n    class=\"gatsby-resp-image-background-image\"\n    style=\"padding-bottom: 31.382978723404253%; position: relative; bottom: 0; left: 0; background-image: url('data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABQAAAAGCAYAAADDl76dAAAACXBIWXMAAAsTAAALEwEAmpwYAAAA9ElEQVQY012Oa3KDMAyEuf+dmhQwKaSlM71DCJCEhIcfgIGtpUwp7Y9vLMnaXXmBeMPLzsfeFyuvfoTdPvztg4jxwwPz028JRYw4+YCXvKdcpJ9fLBZRzIT/EFHCZoFDHBIm+sMRyTGFZ4xB07Sw04TbrVqxdsI8z5gmYsKyLJBS8l/bttBao+97GEMYDMPAtdd1Evf7ww1GlGWJPM9xdvT9gHEceU5Ya1HXNbLszHtP4w5KKQ5SLkBrA09K5RYbFl8uV16m92loV1MypMsonDSEUpovoz+CLvYoparuLLo6o6IocDplfP72QqrJhIK2s21Nmm/lk7jzNbOGGgAAAABJRU5ErkJggg=='); background-size: cover; display: block;\"\n  ></span>\n  <img\n        class=\"gatsby-resp-image-image\"\n        alt=\"MessageScenarios ChatMessages\"\n        title=\"MessageScenarios ChatMessages\"\n        src=\"/docs/static/02ce731e5c58e8e0955a36b741afaf18/1d69c/MessageScenarios-ChatMessages.png\"\n        srcset=\"/docs/static/02ce731e5c58e8e0955a36b741afaf18/4dcb9/MessageScenarios-ChatMessages.png 188w,\n/docs/static/02ce731e5c58e8e0955a36b741afaf18/5ff7e/MessageScenarios-ChatMessages.png 375w,\n/docs/static/02ce731e5c58e8e0955a36b741afaf18/1d69c/MessageScenarios-ChatMessages.png 750w,\n/docs/static/02ce731e5c58e8e0955a36b741afaf18/78797/MessageScenarios-ChatMessages.png 1125w,\n/docs/static/02ce731e5c58e8e0955a36b741afaf18/aa440/MessageScenarios-ChatMessages.png 1500w,\n/docs/static/02ce731e5c58e8e0955a36b741afaf18/9fafa/MessageScenarios-ChatMessages.png 1565w\"\n        sizes=\"(max-width: 750px) 100vw, 750px\"\n        style=\"width:100%;height:100%;margin:0;vertical-align:middle;position:absolute;top:0;left:0;\"\n        loading=\"lazy\"\n      />\n  </a>\n    </span></p>\n<h3 id=\"chat-transcripts-review\" style=\"position:relative;\"><a href=\"#chat-transcripts-review\" aria-label=\"chat transcripts review 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>Chat Transcripts Review</h3>\n<p><strong>Scenario:</strong> As a data consumer/analyst, I want to check the chat flow for a specific\nconversation so that I can understand whether a customer's request was satisfactorily\nserviced by the virtual or human agent. </p>\n<p><strong>How:</strong> To achieve this, use <em>UserType, Direction, Sent Millisecond</em> and <em>Text</em> dimensions,\nfiltered by <em>Conversation ID</em>. </p>\n<p><span\n      class=\"gatsby-resp-image-wrapper\"\n      style=\"position: relative; display: block; margin-left: auto; margin-right: auto; max-width: 750px; \"\n    >\n      <a\n    class=\"gatsby-resp-image-link\"\n    href=\"/docs/static/39fb890d72a5bbf9387f05fa2824ef85/fa601/MessageScenarios-ChatTranscriptsReview.png\"\n    style=\"display: block\"\n    target=\"_blank\"\n    rel=\"noopener\"\n  >\n    <span\n    class=\"gatsby-resp-image-background-image\"\n    style=\"padding-bottom: 53.72340425531915%; position: relative; bottom: 0; left: 0; background-image: url('data:image/png;base64,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'); background-size: cover; display: block;\"\n  ></span>\n  <img\n        class=\"gatsby-resp-image-image\"\n        alt=\"MessageScenarios ChatTranscriptsReview\"\n        title=\"MessageScenarios ChatTranscriptsReview\"\n        src=\"/docs/static/39fb890d72a5bbf9387f05fa2824ef85/1d69c/MessageScenarios-ChatTranscriptsReview.png\"\n        srcset=\"/docs/static/39fb890d72a5bbf9387f05fa2824ef85/4dcb9/MessageScenarios-ChatTranscriptsReview.png 188w,\n/docs/static/39fb890d72a5bbf9387f05fa2824ef85/5ff7e/MessageScenarios-ChatTranscriptsReview.png 375w,\n/docs/static/39fb890d72a5bbf9387f05fa2824ef85/1d69c/MessageScenarios-ChatTranscriptsReview.png 750w,\n/docs/static/39fb890d72a5bbf9387f05fa2824ef85/78797/MessageScenarios-ChatTranscriptsReview.png 1125w,\n/docs/static/39fb890d72a5bbf9387f05fa2824ef85/aa440/MessageScenarios-ChatTranscriptsReview.png 1500w,\n/docs/static/39fb890d72a5bbf9387f05fa2824ef85/fa601/MessageScenarios-ChatTranscriptsReview.png 1569w\"\n        sizes=\"(max-width: 750px) 100vw, 750px\"\n        style=\"width:100%;height:100%;margin:0;vertical-align:middle;position:absolute;top:0;left:0;\"\n        loading=\"lazy\"\n      />\n  </a>\n    </span></p>\n<h3 id=\"messages-sentiment-by-intent\" style=\"position:relative;\"><a href=\"#messages-sentiment-by-intent\" aria-label=\"messages sentiment by intent 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>Messages Sentiment by Intent</h3>\n<p><strong>Scenario</strong>: As a data consumer/analyst, I want to analyze the message sentiment by intent so that\nI can gauge the customers' mood. </p>\n<p><strong>How:</strong> To achieve this, use <em>Intent, Sentiment</em> (pivoted) dimensions and <em>Message (Count)</em> measure,\nfiltered by <em>Conversation Started Date</em>. </p>\n<p><span\n      class=\"gatsby-resp-image-wrapper\"\n      style=\"position: relative; display: block; margin-left: auto; margin-right: auto; max-width: 750px; \"\n    >\n      <a\n    class=\"gatsby-resp-image-link\"\n    href=\"/docs/static/867d62483bcc0149600f181d8e3ed8f2/9fafa/MessageScenarios-MessagesSentimentbyIntent.png\"\n    style=\"display: block\"\n    target=\"_blank\"\n    rel=\"noopener\"\n  >\n    <span\n    class=\"gatsby-resp-image-background-image\"\n    style=\"padding-bottom: 55.85106382978723%; position: relative; bottom: 0; left: 0; background-image: url('data:image/png;base64,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'); background-size: cover; display: block;\"\n  ></span>\n  <img\n        class=\"gatsby-resp-image-image\"\n        alt=\"MessageScenarios MessagesSentimentbyIntent\"\n        title=\"MessageScenarios MessagesSentimentbyIntent\"\n        src=\"/docs/static/867d62483bcc0149600f181d8e3ed8f2/1d69c/MessageScenarios-MessagesSentimentbyIntent.png\"\n        srcset=\"/docs/static/867d62483bcc0149600f181d8e3ed8f2/4dcb9/MessageScenarios-MessagesSentimentbyIntent.png 188w,\n/docs/static/867d62483bcc0149600f181d8e3ed8f2/5ff7e/MessageScenarios-MessagesSentimentbyIntent.png 375w,\n/docs/static/867d62483bcc0149600f181d8e3ed8f2/1d69c/MessageScenarios-MessagesSentimentbyIntent.png 750w,\n/docs/static/867d62483bcc0149600f181d8e3ed8f2/78797/MessageScenarios-MessagesSentimentbyIntent.png 1125w,\n/docs/static/867d62483bcc0149600f181d8e3ed8f2/aa440/MessageScenarios-MessagesSentimentbyIntent.png 1500w,\n/docs/static/867d62483bcc0149600f181d8e3ed8f2/9fafa/MessageScenarios-MessagesSentimentbyIntent.png 1565w\"\n        sizes=\"(max-width: 750px) 100vw, 750px\"\n        style=\"width:100%;height:100%;margin:0;vertical-align:middle;position:absolute;top:0;left:0;\"\n        loading=\"lazy\"\n      />\n  </a>\n    </span></p>\n<h3 id=\"message-intent-score\" style=\"position:relative;\"><a href=\"#message-intent-score\" aria-label=\"message intent score 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>Message Intent Score</h3>\n<p><strong>Scenario:</strong> As a data consumer/analyst, I want to analyze the message intent score so that I can gauge\nthe NLU's confidence to service a particular intent. </p>\n<p><strong>How:</strong> To achieve this, use <em>Intent</em> and <em>Sentiment</em> (pivoted) dimensions with <em>Message (Count)</em> measure,\nfiltered by <em>Conversation Started Date</em>. </p>\n<p><span\n      class=\"gatsby-resp-image-wrapper\"\n      style=\"position: relative; display: block; margin-left: auto; margin-right: auto; max-width: 750px; \"\n    >\n      <a\n    class=\"gatsby-resp-image-link\"\n    href=\"/docs/static/6fbc7305e368001cf2662aa4a17157a4/d1882/MessageScenarios-MessageIntentScore.png\"\n    style=\"display: block\"\n    target=\"_blank\"\n    rel=\"noopener\"\n  >\n    <span\n    class=\"gatsby-resp-image-background-image\"\n    style=\"padding-bottom: 53.191489361702125%; position: relative; bottom: 0; left: 0; background-image: url('data:image/png;base64,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'); background-size: cover; display: block;\"\n  ></span>\n  <img\n        class=\"gatsby-resp-image-image\"\n        alt=\"MessageScenarios MessageIntentScore\"\n        title=\"MessageScenarios MessageIntentScore\"\n        src=\"/docs/static/6fbc7305e368001cf2662aa4a17157a4/1d69c/MessageScenarios-MessageIntentScore.png\"\n        srcset=\"/docs/static/6fbc7305e368001cf2662aa4a17157a4/4dcb9/MessageScenarios-MessageIntentScore.png 188w,\n/docs/static/6fbc7305e368001cf2662aa4a17157a4/5ff7e/MessageScenarios-MessageIntentScore.png 375w,\n/docs/static/6fbc7305e368001cf2662aa4a17157a4/1d69c/MessageScenarios-MessageIntentScore.png 750w,\n/docs/static/6fbc7305e368001cf2662aa4a17157a4/78797/MessageScenarios-MessageIntentScore.png 1125w,\n/docs/static/6fbc7305e368001cf2662aa4a17157a4/aa440/MessageScenarios-MessageIntentScore.png 1500w,\n/docs/static/6fbc7305e368001cf2662aa4a17157a4/d1882/MessageScenarios-MessageIntentScore.png 1562w\"\n        sizes=\"(max-width: 750px) 100vw, 750px\"\n        style=\"width:100%;height:100%;margin:0;vertical-align:middle;position:absolute;top:0;left:0;\"\n        loading=\"lazy\"\n      />\n  </a>\n    </span></p>\n<h2 id=\"data-dictionary\" style=\"position:relative;\"><a href=\"#data-dictionary\" aria-label=\"data dictionary 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>Data Dictionary</h2>\n<p>For a list of available fields and their descriptions, refer to the\n<a href=\"../../../../capabilities/Data_Intelligence/Data_Dictionary/#message-fields\">Message Data Dictionary</a>.</p>","tableOfContents":"<ul>\n<li>\n<p><a href=\"/docs/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Message/#message\">Message</a></p>\n<ul>\n<li><a href=\"/docs/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Message/#common-scenarios\">Common Scenarios</a></li>\n<li><a href=\"/docs/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Message/#data-dictionary\">Data Dictionary</a></li>\n</ul>\n</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":"/tutorials/Channel_Integration_Tutorials/Conversation_Data_Visualization/Message/"}},"staticQueryHashes":["2152644321","3128451518","3235971795","685961757"]}