Other Operations

This section describes other operations related to an IVR flow.

• Modifying Resources Associated with a Robot
  To improve the configuration efficiency, the flow administrator can modify the resources associated with the flow, such as global variables, voice and video resources, work calendars, transfer policies, resource templates, and data tables, for the robot associated with a published flow. If the flow contains subflows or composite diagram elements, the flow administrator can also modify the information on this page.
• Managing Variables
  Variables are used in dialog flows to store data generated during flow execution. Variables defined in a flow can be used only in this flow. If a variable is involved in multiple flows, you need to define the variable as a global variable. Global variables can be referenced by all flows. Global variables are used in flows. The format of a global variable is ${GLOBAL.ParamName}.
• Maintaining Stored Procedures
  When deploying and running the OIAP system independently, a carrier can use stored procedures to interact with a third-party system database to obtain or update data, for example, to query the case types defined by the third-party system.
• Creating Work Calendar Templates
  
• Adding Data Tables
  
• Adding Domains
  A domain is considered as an independent task-oriented robot, which recognizes and replies to a group of intentions.
• Adding Entities
  Entities are variables or parameters, which can be used to configure multiple dialogs of a task-oriented robot to recognize specific customer purposes. They can also be used to temporarily store parameter values in interfaces for future calculation. For example, when a customer needs to purchase a flight ticket, you need to know the departure city, destination city, departure time, and flight company for the flight. The departure city, arrival city, departure time, and flight company can be considered as entities.
• Adding Sensitive Words
  Sensitive words are configured to check customer input. If the customer input contains a sensitive word, the robot receives a sensitive word triggering event for further processing.
• Adding Knowledge Gray Rules
  The system supports the configuration of knowledge gray rules to restrict users who use intentions. You can configure a group of usernames. After an intention is associated with a knowledge gray rule, the intention can be accessed only by users configured in the gray rule.
• Managing Models
  A tenant administrator can manage models.
• Managing Robot Test Cases
  You can maintain commonly used sentences in test cases, and periodically execute the test cases to verify that a robot can respond properly.
• Reviewing a Historical Message
  The OIAP records historical sessions to the table of a corresponding time period at an interval (24 hours by default) specified by History Dialog Table Division Interval. You can query the session records in a specified time period, and process historical messages.
• Processing a Question Clustering Task
  Perform a question clustering analysis periodically on sessions in a specified time period, and collect statistics on subscriber questions and their occurrence frequencies in the time period for corpus analysis.
• Setting Intelligent Engine Parameters
  Configuration personnel can modify system parameters and intention parameters of the current tenant as required. However, the modification of these parameters will affect services. Therefore, ensure that you understand the parameter functions before performing operations.
• Managing the Call History
  Tenant administrators can query and manage historical customer service call records.
• Viewing Flow Analysis
  You can collect statistics on the IVR key usage through flow analysis, which provides data reference for subsequent IVR hot key analysis and menu analysis.
• Checking Flows
  
• Adding Gray Rules
  
• Configuring 2D Virtual Humans
  
• Configuring a Transfer Policy
  
• Configuring the SmartCare Intelligent Robot