Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide
Updated on 2024-10-12 GMT+08:00
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Tenant Administrator Guide

The tenant administrator refers to the administrator of the enterprise that uses the CEC service. During tenant space creation, the system administrator configures skill queues and accounts based on business requirements.

  • Tenant Space
    When you sign in to your tenant space for the first time, you need to understand the resources allocated to the tenant space and the usage restrictions.
  • Configuring the Employee Center
    The AICC allows you to maintain organization units (OUs) and employees of your customer service center. Different employees can perform different function operations by permission control.
  • Enabling Manual Services
    After the employee information of the VDN is configured, you can configure the service content.
  • Configuring a Mobile Agent
    A tenant administrator can configure the mobile customer service to forward inbound calls to specified skill queues or numbers.
  • Configuring Multimedia Channels
    The AICC supports multiple access modes, including WeChat, web, X (Twitter), email, WhatsApp, Facebook, LINE, and 5G RCS. Customers can access AICC services anytime and anywhere.
  • Robot Management and Configuration Guide
  • IVR Journey Analysis
  • Monitoring Outbound Call Risks
    When the number of outbound calls of a tenant exceeds the warning threshold in the configured policy, a risk control record is generated. The system administrator notifies the tenant administrator of the risk control record. The tenant administrator can view the execution status of the risk control policy.
  • Managing Cases
  • Managing Inspections
    The AICC provides the manual and AI post-event inspection functions. This section describes how to configure rating rules for inspectors to perform corresponding inspections.
  • Managing the Notification Center
    This section describes how to manage notifications in the notification center.
  • Managing the Customer Center
    A tenant administrator or an agent can view customer information and customer contact records, and add customer information.
  • Making Intelligent Outbound Calls
    This section describes how to configure intelligent automatic outbound calls, manage outbound call tasks by category (including automatic and manual outbound call tasks), and properly plan outbound call tasks.
  • Managing Surveys
    A survey records the survey content in the form of questions. Administrators can configure surveys for survey statistics collection of other businesses.
  • Managing Intelligent Training
    Intelligent training tasks can be used to periodically train and test agents through released intelligent IVR flows to check the business skills of the agents.
  • Configuring the Knowledge Base
    This section describes how to configure the knowledge base as a tenant administrator for agents to reference.
  • Configuring Public Resources
  • Managing Business Fault Bypass
    This section describes how to manage business fault bypass and how to handle emergency faults to ensure normal businesses for operators.
  • Social Media Operations
  • Performance Management