{"componentChunkName":"component---src-templates-tree-layout-js","path":"/tutorials/getting_started/","result":{"data":{"content":{"frontmatter":{"title":"Getting Started","description":"Getting Started guides for partners to quickly setup their contact center.","show_cards":false},"fields":{"slug":"/tutorials/getting_started/","current":"getting_started","parent":"tutorials","root":"tutorials"},"html":"

Getting started

\n

Welcome to the Contact Center as a Service (CCaaS) guide to Getting Started. This document will walk you through the\nconfiguration steps that are necessary to set up your contact center.

\n

Introduction

\n

As we begin setting up the contact center, make sure you have partner information at hand.

\n

Partner information such as Partner ID, Client ID and Secret are available via the Conversation Platform\nConsole. Contact your Partner account Administrator or if you are new to CCaaS, then submit a\nService Desk ticket\nto request a new Partner account.

\n

Setup

\n

Follow the below tutorials to have your Contact Center up and running.

\n

Partner setup

\n

The Partner is the top level object in the Conversation Platform hierarchy. Every Partner is uniquely identified by the Partner ID. All services and capabilities of the platform are available and accessed under a Partner Account.\nThe Partner account will initially be setup by Expedia Group. Once the partner account is approved and set up, the partner should receive user credentials for accessing the Conversation Platform Console.

\n

Logging in using OKTA

\n

Okta is a multi-factor authentication (MFA) solution used by Expedia Group (EG) to verify your identity when accessing EG tools. Whether you access your tools directly or by navigating to the Okta dashboard, you will be prompted to verify your identity through Okta Verify using your mobile device, code, or Yubikey token. Most tools used at EG can be accessed by authenticating through Okta Verify without having to use a VPN.

\n

Create console users

\n

Console user management is designed for creating non-Contact Center users, i.e. not agents or supervisors—which should be done in the Agents area within the Contact Center Management application.

\n

Define Business Objects

\n

Before you can start configuring your contact center, you need to have the basic Business Objects instantiated. These Business Objects are:

\n\n

These Business Objects cannot be created through self-service, and will need to be created by the CCaaS Partner\nSupport Team. To engage the team to assist with this setup, please create a\nService Desk ticket.

\n

Voice configuration

\n

A Partner can enable a voice channel as a service for through customers.

\n

Defining Rules and Policies

\n

Business rules

\n

Business rules are configurable, conditional expressions, composed and executed at runtime in order to perform a particular type of action withing the EG Data Platform.

\n

Policies

\n

Business polices are collection of Business Rules, which are\nexecuted in a sequential order.

\n

Create Business Locations

\n

Business locations are a way to group agents logically, via by office, contact center, or even work-from-home\nvirtual groups. When agents are created, they are placed into a business location group that allows customizable\ncontrol over some of the platform capabilities, including (partners, IP address ranges for deny/allow lists, roles,\nand queue groups).

\n

Define Agent Activity Groups

\n

As part of Agent configuration for Omni Channel Routing, there are a number of low variable capabilities that need\nto be assigned broadly to Agents in the Contact Centre. In order to provide simplified administration, these\ncapabilities will be tied together in an Agent Activity Profile which can be surfaced via the agent management\nscreens. There can be more than one Agent Activity Group per CCaaS as different groups of agents will need varied\ncombinations of the below capabilities.

\n

Onboard agents and agent management

\n

A method to onboard new agents to the EG Data Platform for the purpose of agent assignment, such as (capacity per channel, queue details of the agent use for the purpose of tagging the agent to specific queues, and storing other agent attributes to support future use cases).

\n

Summary & next steps

\n

To summarize, in this section you:

\n\n

Now that you have completed this tutorial, feel free to explore additional content in the Tutorials section.

\n

Additional reading

\n","tableOfContents":""},"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/getting_started/"}},"staticQueryHashes":["2152644321","3128451518","3235971795","685961757"]}