Configuring Service Guidance

Prerequisites

• The Agent Business Process Visualization feature has been enabled for the tenant space.
• The common agent has the Service Guidance Configuration menu permission.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Workbench Configuration > Service Guidance.
2. Click to create a level-1 service guidance category.

   If data exists on the page, click next to Service Category to create a level-1 service guidance category.

   Table 1 Key elements on the page for creating a level-1 service guidance category

   Element	Type	Description
   Name	Text box	Name of a level-1 service guidance category. The value can contain 1 to 200 characters.
   Serial Number	Drop-down list + text box	Sequence number of a level-1 service guidance category. The value is an integer ranging from 0 to 99.
   Parent Category Name	Drop-down list	Name of the parent category of a level-1 service guidance category. The options are as follows: No Parent Category Names of service guidance categories that have been created under the tenant Select No Parent Category.
   Description	Text box	Description of a level-1 service guidance category. The value can contain 0 to 1000 characters.

3. Click Save.
4. Click next to the name of the level-1 service guidance category created in 2 to create a level-2 service guidance category.

   Table 2 Key elements on the page for creating a level-2 service guidance category

   Element	Type	Description
   Name	Text box	Name of a level-2 service guidance category. The value can contain 1 to 200 characters.
   Serial Number	Drop-down list + text box	Sequence number of a level-2 service guidance category. The value is an integer ranging from 0 to 99.
   Selected Category Name	Label	Category name selected when creating a level-2 service guidance category.
   New Type	Drop-down list	Relationship with the selected category name. The options are as follows: Add Sub Level Add Peer Level Select Add Sub Level.
   Description	Text box	Description of a level-2 service guidance category. The value can contain 0 to 1000 characters.

5. Click Save.
6. Click the name of the level-2 service guidance category created in 4.
7. Click New to create a service guidance flow.

   Table 3 Key elements on the page for creating a service guidance flow

   Element	Type	Description
   Name	Text box	Name of a service guidance flow. The value can contain 1 to 200 characters.
   Serial Number	Drop-down list + text box	Sequence number of a service guidance flow. The value is an integer ranging from 0 to 99.
   Parent Category Name	Label	Name of the level-2 service category to which a service guidance flow belongs.
   Call Reason	Drop-down list	Call reason of a service guidance flow. The options are call reasons that have been created under the tenant.
   Customized Page URL	Text box	Customized information displayed when an agent uses the service guidance function. The value can contain 1 to 200 characters.
   Description	Text box	Description of a service guidance flow. The value can contain 0 to 1000 characters.

8. Click Save.

   After the service guidance flow is created, you can perform the following operations:

   • Click the flow name to view information about the service guidance flow.
   • Click Edit in the Operation column to modify information about the service guidance flow.
   • Click Delete in the Operation column to delete the service guidance flow.

9. Click next to the name of the service guidance flow created in 7.
10. Click Edit in the Operation column to access the guidance flow editing canvas and edit the guidance flow.

    Table 4 Key elements on the page for editing a flow

    Element	Type	Description
    Save	Button	Set the flow status to Draft.
    Release	Button	Set the flow status to Release.
    	Button	View the thumbnail of the service guidance flowchart. Drag the thumbnail to move the flowchart canvas. Click to zoom in or out the flowchart.
    Toolbar - Function Diagram Element	Button	: Add functional diagram elements to the canvas.
    Toolbar - Branch Diagram Element	Button	: Add a Branch Judgment diagram element to the canvas.
    Toolbar - Zoom In/Zoom Out	Button	: Adjust the display percentage of the current canvas by clicking a value in the drop-down list or clicking the zoom-in or zoom-out icon.
    Toolbar - Reset View	Button	: Reset the canvas position and display the flow in the current view.
    Toolbar - Full Screen	Button	: Switch to the fullscreen mode.
    Toolbar - Undo/Redo	Button	: Undo or redo operations such as adding or deleting diagram elements in the canvas.
    Toolbar - Delete	Button	: Delete diagram elements or lines from the canvas.

    Table 5 Key elements on the Node Attribute page of a diagram element

    Element	Type	Description
    Name	Text box	Name of a function diagram element. The value can contain 1 to 50 characters.
    Node Type	Option button	Node type of a diagram element. Task Branch
    Execute Type	Drop-down list	Execution type of a diagram element. The options are as follows: Common SMS Email Trans IVR Sub Flow Create Case
    Execution Content	Drop-down list	Execution content of a diagram element. This parameter is displayed when Execution Type is set to any value except Common. The options are as follows: When Execution Type is set to SMS, the options are all SMS templates whose Notification Type is External Notification under the tenant space. When Execution Type is set to Email, the options are all email templates under the tenant space. When Execution Type is set to Trans IVR, the options are all common IVR flows and intelligent IVR flows under the tenant space. When Execution Type is set to Sub Flow, the options are all service guidance flows under the tenant space. When Execution Type is set to Create Case, the options are all case types under the tenant space.
    Transfer Type	Drop-down list	Type of call transfer to IVR flows. This parameter is displayed only when Execution Type is set to Trans IVR. The options are as follows: Release Transfer Hang-up Transfer
    Explanation	Text box	Content that an agent needs to introduce to a customer. The value can contain 0 to 200 characters.
    Information	Text box	Node description. The value can contain 0 to 200 characters.
    Associated Service Handling Link	Text box	URL of the associated business that can be handled. The value can contain 0 to 200 characters. Contact the system administrator to add the URL to the address trustlist. Address Type must be set to Business Guidance Process Trustlist.

11. After the guidance flow is edited, click Release.

    If the agent assistant needs to use the guidance flow, set Associated Data of the Call Transfer diagram element in the flow of the intelligent agent assistant to the name of the guidance flow.

    After the flow is published, click View to view the efficiency comparison data of the guidance flow in a specified period, including the number of contacts, average call duration, and first resolution rate in the same period when the guidance flow is used and when the guidance flow is not used. The timeliness requirement for the data is that data generated 24 hours ago can be queried.