This section contains a number of Tutorials to help you exercise some of the most common tasks and scenarios on the CCaaS Platform.
We suggest that the user first get started with the Getting Started section to get up and running with the basics. These pages will provide the user with some common E2E scenarios and cross features, act as a shortened version of a manual. This section is meant to make the user familiar with the product with a minimum learning curve, and serves as an anchor and all one place to get started with the specific capability quickly.
This section provides an interactive sequence of step-by-step explanations, and are clear "how-to" documents that are interactive and focus on a specific part of your capability's functionalities.
The Contact Center Management/Agent Experience Console tutorials provide agent support via a set of tools, that leverage the capabilities of the EG Data Platform. The tools comprise of case management, agent/supervisor workspace, knowledge integration to psent contextual information to agents, and the Contact Center Management Console (CCMC), which is used to access the various functions within each capability.
The Data Intelligence tutorials provide a cohesive view of the agent experiences across all channels or tools avaialble on the EG Data Platform. The partner can surface context and insights to enhance commercial offerings as well as provide exceptional service to travelers.
The Workforce Management and Optimization tutorials provide instructions on the tools that can be used to make changes quickly, without sacrificing quality or performance, for agent performance management, workforce planning, text analytics and voice recording.
The Smart Omni-Channel Routing tutorials center around finding the optimal agent. These tutorials offer assistance with agent presence, connecting to an agent per specific algorithms, customizing the queue treatment, as well as configuring traveler callback options.
The Voice and Chat Channel Integration tutorials provide instructions on which channels that the agent can engage the traveler in, whether it be in the same channel, or alternate channels. This section consists of softphone configuration, external voice provider integration, various agent tool adpaters, as well as testing tools.
The Agent Identity and Access Management tutorials provide instructions on how to login, and gain access to the EG Data Platform. EG provides an Single Secure Identity for all users of the Platform, as well as instuctions on how to configure the EG Data Platform if the partner brings their own Identify provider.
The Configuring Skills for Virtual Agents tutorials are a compiliation of the multiple actions that the virtual agent can be configured to execute. From the moment that the customer initiages a "Contact Agent" request, and SOCR assigns a conversation to a virtual agent, to the end of the call, is configurable with these set of skills.
Use the Service Desk link if there are questions about any tutorial, as well as any items that need further definition.