Welcome to the Contact Center as a Service (CCaaS) guide to Getting Started. This document will walk you through the configuration steps that are necessary to set up your contact center.
As we begin setting up the contact center, make sure you have partner information at hand.
Partner information such as Partner ID, Client ID and Secret are available via the Conversation Platform Console. Contact your Partner account Administrator or if you are new to CCaaS, then submit a Service Desk ticket to request a new Partner account.
Follow the below tutorials to have your Contact Center up and running.
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. The 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.
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.
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.
Before you can start configuring your contact center, you need to have the basic Business Objects instantiated. These Business Objects are:
Hours of Operation allows a user to define the parameters for how conversations should b e assigned in the event that an agent endpoint is not available. Configuration includes:
These Business Objects cannot be created through self-service, and will need to be created by the CCaaS Partner Support Team. To engage the team to assist with this setup, please create a Service Desk ticket.
A Partner can enable a voice channel as a service for through customers.
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.
Business polices are collection of Business Rules, which are executed in a sequential order.
Business locations are a way to group agents logically, via by office, contact center, or even work-from-home virtual groups. When agents are created, they are placed into a business location group that allows customizable control over some of the platform capabilities, including (partners, IP address ranges for deny/allow lists, roles, and queue groups).
As part of Agent configuration for Omni Channel Routing, there are a number of low variable capabilities that need to be assigned broadly to Agents in the Contact Centre. In order to provide simplified administration, these capabilities will be tied together in an Agent Activity Profile which can be surfaced via the agent management screens. There can be more than one Agent Activity Group per CCaaS as different groups of agents will need varied combinations of the below capabilities.
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).
To summarize, in this section you:
Now that you have completed this tutorial, feel free to explore additional content in the Tutorials section.