Core User Guide
Dialogue Management
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About Interactive Voice Response (IVR)
IVR allows customers to interact with AnywhereNow via telephone keypad, after which they get redirected to Skill.
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Adding the IDR to 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., replaces the direct chat endpoints with chat menus. For example "press 1 for sales, press 2 for support".
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The Quality Monitor can be used to measure the quality of a dialogue, also known as Agent Rating.
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Prompt can be used to collect additional information about the caller and use that information for an action.
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Chat Questions are the Questions that can be asked to a Customer at the start of an Chat. This way the Agent doesn't need to ask the same questions over and over again.
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OutboundDialer Calls is the list of numbers which are needed to be Called in the Outbound Dialer (i.e. the agent is called first)
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AutonomousDialer Calls is the list of numbers which are needed to be Called in the Autonomous Dialer (i.e. the customer is called first)
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Inbound / Direct Routing, also known as C-Level Routing, is when an Agent is called directly.
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UCC Routing can be used to change the behavior of the Contact Center when a certain address / URI is recognized.