Core User Guide
Content Management
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Audio files are recorded questions that can be used within the Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent., Queue, Hold or Quality Monitoring.
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Playlists enable the user to create a list with audiofiles which can be used in the Queue, Hold and during the breaking.
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A recording is a recorded conversation between a Customer and an Agent.
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A voice mail is a recorded message of a Call who has selected the voice mail option in the IVR.
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A screen recording is a screen recording when an Agent is contacted by the A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..
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A screen recording is a screen recording when an Agent calling a customer and is Intercepted.
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Retention Policy is used to clean up old record. For example recordings older the 30 days.
(This functionality is not available in Dialogue Cloud)