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Scenario-Building Exercises

Scenario-building exercises are provided in order to guide you if you're creating scenarios from scratch. Examples are presented for both chat and voice scenario types. Additionally, downloadable templates are available for each exercise and can be imported to your Contact Center Administrator application for training purposes. Explore our examples to learn more about scenarios.

General

• Scenario Builder Basics

• All Scenario Exercises

• Downloadable Scenario Templates

• Create a Basic Scenario

Chat

• How to Create a Chat Scenario That Pops Case or Contact Information

• How to Create a Chat Scenario That Uses Bots

• How to Configure a Chat Scenario That Uses a Microsoft Azure Web App Bot

• Pizza Flowchart Chat Scenario

• Sending Automatic Email Replies to Customers Who Use the "Leave a Message" Chat Form

• How to Use Quick Reply Buttons and Show Chat History in the Chat Widget Scenario

Voice

• How to Blacklist Specific Phone Numbers

• How to Configure Last-Agent Routing Using the Internal Database

• How to Create a Voice Scenario That Distributes Surveys to a Percentage of Random Customers

• How to Route Callers to the Last Agent and Provide a Voicemail Option

• General Inbound Voice Scenario

• Redirect Calls Economically with a Single-Step External Transfer Option

• Skill-Based Call Routing with an Auto Attendant Choice

• Use Conversational IVR in a Scenario

• Voice Scenario Survey

• Set Call Priority Based on Menu Selection in a Voice Scenario

• How to Prevent Multiple Simultaneous Callback Requests From the Same Caller< Previous | Next >