Configuring

As an Admin, you can add new user and integrate them into your teams, manage their access rights to the Maker and/or the Reporter, and much more!

A team allows you to gather users according to their department (e.g. after-sales service). Each team has one or more managers and collaborators, and we will see here how to set up the teams according to the desired use.

We have previously covered adding new users in INO CX, now is the time for a focus on roles and how to use them.

Activities are linked to the contact center as well as to the channels' activation. A default activity at login can then be changed in the banner.

The statutes' purpose is to inform your coworkers of your (non) availability: are you in training, on call, on coffee break? Let them know with a click on the banner!

Need to set up a new waiting music or voice message? This article contains all you need to know about music, playlists and text-to-speech!

Once your Maker is set up, the smart routing allows you to use its elements (queues, databases, numbers, etc.) to automate and optimize some of your processes. Smart routings are now available for all three channels: voice, email and messaging, and we will focus on voice today.

Campaigns can be made for both voice and SMS. They have several uses.

The Facebook page link feature will allow you to manage ongoing Messenger discussions directly with INO.

The knowledge base and the document centre have in common that they are both tools for mutualising information

Directories work in the same way as the knowledge base, with sheets (in this case, contacts) that structure the information, collected in folders whose access rights are set via the profile.

Before, during or after the interaction, the cases make it possible to categorise it, assign it to an agent and follow its evolution over time. Today we will look at how to create, assign/unassign and transfer cases.

Queues allow you to manage the distribution of incoming or outgoing interactions for a given channel (voice, email, messaging). Every queue is omnichannel. For a finer processing, they can be gathered in a distribution group where they will be prioritized to distribute the interactions according to the agents' skills.

We saw previously how to create a simple smart routing. Here are the details of all the actions, according to their channel.

[Reading time: 1 minute] Overview The platform in a call center refers to the physical space where agents or call...

[Reading time: 1 minute] Overview Limitations refer to restrictions or constraints that govern the operation, performance or capabilities of the...

[Reading time: 2 minutes] Overview Tasks helps agents manage their workload by centralizing tasks in a dashboard, allowing for creation,...

[Reading time: 3 minutes] Overview Definition & objectives A post-interaction qualification questionnaire is a set of questions that agents fill...

[Reading time: 2 minutes] Overview A transfer rule (or redirection rule) is a rule implemented in a system, to determine...

[Reading time: 2 minutes] Overview ‘My account’ allows you to configure your INO cx user account. You’ll find it on...

We have previously covered how to create users and assign roles to them. For agents, profiles are essential as they condition access to activities (queues, campaigns, folders, etc.).

Calendars allow you to enter your opening/closing days and times, and then use them in a Smart routing, for example. Each calendar can consist of several entries, each of which can be activated/deactivated as required.

With INO, a Web service is used for client recognition: for example, a caller can be recognized and sent to an agent instead of going through the queue. It is a way to use a client database to gain time and efficiency.

As its name implies, the supervision module of the Banner displays an overview of your connected agents' activity: queues, connected agents, pool of pending interactions and campaigns.

A values table is used to test matches and then make a distribution. The values tables are created in the Maker and can then be used in a Smart Routing to direct the client. For example, depending on the word spoken for voice recognition, the client will enter the right queue.

Voice mailboxes are created in the Maker and can then be used in a Smart routing or linked to a profile to redirect your customers in case of unavailability. They are not to be confused with the personalized voice mailbox which is specific to each agent, and only concerns direct calls.

Once added in the Maker, Whatsapp numbers can be used with Smart routing to handle your customers' requests from the Banner. We will see in this article how to add and use them.

Once added to the Maker by INO, the numbers can then be used to make calls and as an entry point for Smart routings. In this article we will look at how to handle them once they have been added.

[Reading time: 3 minutes] Overview Stripe is an online payment platform that enables you to accept payments securely and seamlessly....

[Reading time: 3 minutes] Overview Single Sign-On (SSO) is a mechanism that allows a user to log in once and...

[Reading time: 4 minutes] Overview A repository connector is a link between INO cx and an external storage space, allowing...

[Reading time: 1 minute] Overview The Variables sub-module in the Maker allows you to create, manage, and organize the variables...

[Reading time: 2 minutes] Overview WhatsApp campaigns allow you to send personalized messages at scale, while benefiting from INO cx...

[Reading time: 2 minutes] Overview In your voice smart routing, when you use the “distribute interaction to queue” action, you...

[Reading time: 2 minutes] Overview The Authentication methods module in the Maker allows you to configure authentication methods that can...

[Reading time: 3 minutes] Overview The Client account settings in the Maker allow you to manage global parameters for the...

[Reading time: 2 minutes] Overview This article explains how to configure call recordings in INO cx. You can define access...