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Voice Experience Templates

Tutorials
Getting Started
Agent Experience and Contact Center Management Console (CCM Console)
Voice Configuration
Voice Entry Points
Voice Experience Templates
Bulk Upload Voice Entry Point
Define Rules and Policies
Create a HOO Template
Create Policies
Create a Routing Template
Create a Queue Wait Time Template
Create a Throttling Template
Create Rule Types
Create Rules
Create an Outdial template
Hours of Operation
Queue Treatment
Queues and Queue Groups
Agent Activity Groups
Agent Management
Console User Management
Data Tag Management
Agent Tool Configuration
Business Locations
Data Intelligence Tutorials
Setting up Intelligent Contact Distribution
Getting Started with Intelligent Contact Distribution API
ICD Channel Throttling Rule Configuration
ICD Hours of Operation Rule Configuration
ICD Queue Wait Time Rule Configuration
Setup Analytics and Reporting
Getting Started with EG Data Lake
Getting Started with User Context Service
Core Conversation Metrics
Build and Customise Reports
Conversation Data Concepts
Conversation Scenarios
Getting Started with Platform Data API
Interacting with GraphQL
Skills and Tasks Scenarios
Workforce Management Tutorials
Workforce Management Integration
Workforce Optimization Data Visualization
Smart-Omni-Channel-Routing Tutorials
Queue and Queue Management
Provisioning Users and RBAC
Voice and Chat Channel Integration Tutorials
Integrating CCaaS and Salesforce
Bring Your Own Voice Provider Client Library Adapter
Bring Your Own Voice Adapter
Bring Your Own Voice Provider
Bring Your Own Voice Provider Client Library Adapter
Bring Your Own Voice Adapter
Conversation Data Visualization
Conversation Scenarios
Message Scenarios
Participant Session Scenarios
Skills and Tasks Scenarios
Phone Number Assignment Guide
CCaaS Channel Setup for Agent Tools
Agent Identity and Access Management Tutorials
Logging in using Okta
Provisioning Users and RBAC
Role Management
Configure your own Skills Tutorials

Voice Experience Templates

Voice Experience Templates allow the user to bring together a number of parts of the customer experience in to a single place that can then be assigned to the Voice Entry point to for the Channel Origin and Contact Configuration. The partner can define their customers' voice experience with the Contact Center Management Console by creating new Voice Experience Template. To access Voice Entry Point, select Contact Center Management > Voice configuration > Voice experience template: voice configuration voice experience template

voice experience template

Applies to

  • CCaaS Admin Role

Creating a voice experience template

  1. Click the Create Template button in the top right-hand corner of the list view to open the Create Template form.
  2. Enter the name of the new VEx, this can be anything.
  3. In Assigned To, Select the Partner and Business segment.

  4. In Conversation details, Select the Languages, default language and then toggling

    • Speech Input
    • Direct Line and Select the Agent
    • Skip to Queue and Choose the Queue
  5. Select Custom message and Set Default attributes.
  6. Click on Create.

create template form

Editing an existing voice experience template

  1. Find the Voice Experience Template in the list view and click on the row. This opens the Voice Experience Template details window.
  2. Edit the contents of the desired fields.
  3. Click Update when you are done. The window will then close and return you to the list view.

editing voice experience template

Delete Voice Experience Template

To delete a Voice Experience Template in the list view, click the Delete icon in the row you wish to delete. delete icon

Export Voice Experience Configs

To download the Voice Experience Template list, click on Export Voice Experience Configs button in the top right-hand corner of the list view

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