Other Configurations

A tenant administrator can optimize tenant space configurations to improve agent and customer experience.

• Configuring the Fault Prompt Tone
  A tenant administrator can customize the fault prompt tone, which is played to users when system agents are faulty.
• Configuring Satisfaction Surveys
  A tenant administrator can set satisfaction levels for tenant space satisfaction surveys.
• Configuring the Customized Tone (Agent Ringback Tone)
  The customized tone (agent ringback tone) is centrally configured by a tenant administrator. The ringback tones of all agents in the tenant space are the same.
• Configuring Page Message Notifications
  Customized page message notifications are centrally configured by a tenant administrator. The page message notifications of all agents in the tenant space are the same.
• Configuring Voice Silent Agents
  Voice silent agents are used to assist the intelligent voice robot. If the robot training is incomplete, agents can assist the robot in replying.
• Managing Messages
  A tenant administrator can query messages in the current tenant space by page based on criteria, or assign, handle, play, or download them.
• Viewing Contact Records
  A tenant administrator can search for or export contact records of the current tenant space to learn about the working status of agents.
• Viewing Bidirectional Call Records
  A tenant administrator can search for or export bidirectional call records of the current tenant space by page based on criteria, or play or download recording files. In this version, bidirectional call records are available only for ITA bidirectional calls.
• Configuring the Online Chat Service Time
  A tenant administrator can set workdays and non-workdays in advance so that agents can manage working hours more conveniently.
• Managing Sessions
  A tenant administrator can view information about established sessions of agents online and manually terminate specified sessions.
• Viewing Skill Queue Adjustment Records
  An agent or a tenant administrator can query skill queue adjustment details.
• Viewing Identity Authentication Records
  An agent or a tenant administrator can query identity authentication details.
• Managing Documents
  A tenant administrator can search for documents of the current tenant space by page based on criteria, or invalidate, preview, or download documents.
• Managing Harassment Records
  A tenant administrator can review harassment records submitted by agents. After the records are approved, they are added to the special list. The tenant administrator and agents can view the review results.
• Configuring Service Guidance
  A tenant administrator can configure visualized wizard-based service flow guidance for complex business handling in the customer service center to instruct agents to efficiently and quickly provide satisfactory services for customers based on the configured visualized flows.