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<translate>= Initial General Configuration= <!--T:1-->
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<translate>= Initial General Configuration=  
As the main source of information for all types of contact center configuration tasks, the ''Contact Center Administrator Guide'' generally follows the structure of the main menu of the Contact Center Administrator application. This enables you to find information about specific configuration resources easily using the table of contents. The order in which the information is presented in this guide is not necessarily the order in which you configure the resources of your contact center during your solution setup.
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This section describes the recommended order of configuring common contact center tasks within Bright Pattern’s Contact Center Administrator application.
  
<!--T:2-->
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This article will help you get your contact center up and running quickly, regardless of whether the contact center will be used for inbound services, outbound campaigns, or both. Note that every contact center environment is unique, and the following information is meant to be used as a general guideline only.
The recommended order of the most common contact center configuration tasks is described in this section. Each configuration step is referenced to a specific topic where more details can be found. Note that every configuration step recommended below is optional and depends on your specific environment. Because every contact center is unique, it is impossible to suggest a process that would apply universally to all possible types of installations. Use the information below as a general guideline only.
 
  
<!--T:3-->
 
The following steps suggest the order of the initial general contact center configuration that is recommended regardless of whether the contact center will be used for inbound services, outbound campaigns, or both.
 
  
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== Step 1: Log in ==
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Using the [[contact-center-administrator-guide/LoginProcedure |  login procedure]], go to '''https://<your.tenant>.brightpattern.com/admin''' and log in with your username and password.
  
== Step 1: Log in with the default username and password == <!--T:4-->
 
Refer to the [[contact-center-administrator-guide/LoginProcedure|Login Procedure]].
 
  
== Step 2: Adjust the application settings == <!--T:5-->
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[[File:Login-Config-53.PNG|thumb|800px|center|Contact Center Administrator login]]
Update the [[contact-center-administrator-guide/ApplicationSettings|Application Settings]] to
 
* Set your preferred time zone and language.
 
* Change the password.
 
  
== Step 3: Configure the voicemail system == <!--T:6-->
 
Enable [[contact-center-administrator-guide/Voicemail|voicemail]] for your contact center.
 
  
== Step 4: Create accounts == <!--T:7-->
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== Step 2: Adjust application settings ==
# Create accounts for the [[contact-center-administrator-guide/Users|users]] who will be performing the configuration tasks discussed in later steps. Initially, these users can be members of the default ''Administrators'' team.
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Update Contact Center Administrator’s [[contact-center-administrator-guide/ApplicationSettings | application settings]] to
# Then assign those users the [[contact-center-administrator-guide/Roles|roles]] that will enable them to perform their tasks.
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* Set your preferred time zone and language
  
== Step 5: Specify the email settings == <!--T:8-->
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* Change the password, if necessary
See section [[contact-center-administrator-guide/EmailSettings|Email Settings]].
 
  
== Step 6: Setup audio for pre-recorded messages == <!--T:9-->
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Note that the time zone should match the time zone set in [[5.2:Contact-center-administrator-guide/GeneralSettings |  
# Prepare and upload custom [[contact-center-administrator-guide/AudioTreatments|audio treatments]].
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General Settings]].
# Create [[contact-center-administrator-guide/SharedVoiceSegments|shared voice segments]].
 
# Record or upload a default [[contact-center-administrator-guide/Voicemail|voicemail]] greeting.
 
  
== Step 7: Update general settings == <!--T:10-->
 
Review and change the default values of the [[contact-center-administrator-guide/GeneralSettings|general settings]] that apply to the entire contact center.
 
  
== Step 8: Specify call recording settings and grading categories == <!--T:11-->
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[[File:App-Settings-Config-53.PNG|thumb|800px|center|Settings for changing time zone, language, and password]]
Specify the desired percentage of recorded calls and, if necessary, change the default quality assessment categories.
 
Refer to section [[contact-center-administrator-guide/CallRecording|Call Recording]] and section [[contact-center-administrator-guide/GradingCategories|Grading Categories]].
 
  
== Step 9: Define operational schedules of your contact center. == <!--T:12-->
 
Specify your contact center's [[contact-center-administrator-guide/Calendars|calendars]] and [[contact-center-administrator-guide/HoursofOperation|hours of operation]].
 
  
== Step 10: Create teams and add users == <!--T:13-->
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== Step 3: Create user accounts and teams ==
# Add [[contact-center-administrator-guide/Teams|teams]] to your contact center. Agents work in teams that supervisors are assigned to supervise.
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# Create [[Contact-center-administrator-guide/Users |  user]] accounts for yourself and other users who will be configuring and managing this contact center. Initially, these users can be members of the default Administrators team.<br /><br />[[File:Users-Config-53.PNG|thumb|800px|center|Add users to your contact center]]<br /><br />
# Create or import [[contact-center-administrator-guide/Users|users]] and assign them to teams. If you plan to use chat media to serve your customers and/or for internal communications, consider uploading photos for all users. Note that users may be given the privilege to configure many of their own settings and upload their own photos.
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# Assign those users the appropriate [[Contact-center-administrator-guide/Roles |  role]](s) that will enable them to perform their tasks.<br /><br />[[File:Roles-Config-53.PNG|thumb|800px|center|Select roles for the user]]<br /><br />
# Create or import [[contact-center-administrator-guide/Users|users]] that will serve as supervisors, and assign them to supervise the agent teams.
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# Add [[Contact-center-administrator-guide/Teams | teams]] to your contact center, giving them descriptive names and defining team-specific settings.<br /><br />[[File:Teams-Config-53.PNG|thumb|800px|center|Name and define the teams to which users will be assigned to work]]<br /><br />
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# Create or import [[Contact-center-administrator-guide/Users | users]].<br /><br />
 +
## Give them the appropriate [[Contact-center-administrator-guide/Roles |  role]] (e.g., “agent” or “supervisor”).<br /><br />
 +
## Assign users to a specific team.<br /><br />
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## Consider uploading photos for all users (if you plan to use chat media to serve your customers and/or for internal communications).<br /><br />
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# Go back to ''Users > [[Contact-center-administrator-guide/Teams |  Teams]]'', and assign users to supervise specific agent teams. Note that a user must be added to a team as a designated supervisor in order to use the supervisor functions in Agent Desktop.<br /><br />
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# Grant [[Contact-center-administrator-guide/Privileges |  privileges]] for each [[Contact-center-administrator-guide/Roles |  role]] type.<br /><br />[[File:Roles2-Config-53.PNG|thumb|800px|center|Privileges enable users to access specific features and functions]]
  
== Other Configuration Steps == <!--T:14-->
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 +
== Step 4: Update general settings ==
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Review and change the default values of the [[Contact-center-administrator-guide/GeneralSettings |  general settings]] that apply to the entire contact center, specifically for the users on Agent Desktop.
 +
 
 +
 
 +
[[File:General-Settings-Config-53.PNG|thumb|800px|center|Update system-wide settings for your contact center]]
 +
 
 +
 
 +
== Step 5: Specify email settings ==
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In [[Contact-center-administrator-guide/EmailSettings |  Email Settings]], set up email on a system-wide level so that
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* Users have a standardized header and footer for email messages
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 +
* Users can send and receive email messages from Agent Desktop
 +
 
 +
* Standardized “reset password” emails are automatically sent to forgetful users
 +
 
 +
* Chat transcript delivery emails are customized for your contact center
 +
 
 +
 
 +
[[File:Email-Settings-53.PNG|thumb|800px|center|Update email settings for all users]]
 +
 
 +
 
 +
== Step 6: Configure voicemail ==
 +
Enable [[Contact-center-administrator-guide/Voicemail |  voicemail]] for your contact center, and create a standardized voicemail notification email that will be sent to users when they have new voicemail messages.
 +
 
 +
 
 +
[[File:Voicemail-Config-53.PNG|thumb|800px|center|Update voicemail settings]]
 +
 
 +
 
 +
== Step 7: Configure audio for pre-recorded messages ==
 +
# Prepare and upload custom [[Contact-center-administrator-guide/AudioTreatments |  audio treatments]] for service queues, notifications, incoming calls, and more.<br /><br />[[File:Audio-Treatments-Config-53.PNG|thumb|800px|center|Audio Treatments settings]]<br /><br />
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# Create shared [[Contact-center-administrator-guide/SharedVoiceSegments |  voice segments]], externally defined voice messages that can be used in announcements, prompts, greetings, and so forth.<br /><br />
 +
# Record or upload a default [[Contact-center-administrator-guide/Voicemail |  voicemail]] greeting, which will be the standard greeting for all users unless they upload their own.
 +
 
 +
 
 +
== Step 8: Specify call recording settings and grading categories ==
 +
# In [[Contact-center-administrator-guide/CallRecording |  Call Recording and Monitoring]], specify the desired percentage of recorded calls<br /><br />[[File:Call-Recording-Config-53.PNG|thumb|800px|center|Call Recording and Monitoring settings]]<br /><br />
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# If necessary, go to [[Contact-center-administrator-guide/GradingCategories |  Grading Categories]] and change the default quality assessment categories<br /><br />[[File:Grading-Config-53.PNG|thumb|800px|center|Update grading categories]]
 +
 
 +
 
 +
== Step 9: Define operational schedules of your contact center ==
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Specify your contact center's [[Contact-center-administrator-guide/Calendars |  calendars]] and [[Contact-center-administrator-guide/HoursofOperation |  hours of operation]].
 +
 
 +
 
 +
[[File:Calendars-Config-53.PNG|thumb|800px|center|It's possible to have many saved calendars for your contact center]]
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 +
 
 +
 
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This wraps up your initial configuration tasks. Be sure to read Bright Pattern's service configuration quickstarts, which will help you to set up contact center services, such as voice, chat, and email.
 +
 
 +
 
 +
== Service Configuration Quickstarts ==
 
For configuration steps specific to different types of services, follow these links:
 
For configuration steps specific to different types of services, follow these links:
 
* [[contact-center-administrator-guide/InboundVoiceandChatServiceConfiguration|Inbound Voice and Chat Services]]
 
* [[contact-center-administrator-guide/InboundVoiceandChatServiceConfiguration|Inbound Voice and Chat Services]]
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* [[contact-center-administrator-guide/OutboundCampaignConfiguration|Outbound Campaigns]]
 
* [[contact-center-administrator-guide/OutboundCampaignConfiguration|Outbound Campaigns]]
 +
 
* [[contact-center-administrator-guide/EmailServiceConfiguration|Email Services]]
 
* [[contact-center-administrator-guide/EmailServiceConfiguration|Email Services]]
 +
  
  

Latest revision as of 21:01, 30 January 2019

Other languages:
English • ‎日本語
• 5.2 • 5.3 • 5.8

Initial General Configuration

This section describes the recommended order of configuring common contact center tasks within Bright Pattern’s Contact Center Administrator application.

This article will help you get your contact center up and running quickly, regardless of whether the contact center will be used for inbound services, outbound campaigns, or both. Note that every contact center environment is unique, and the following information is meant to be used as a general guideline only.


Step 1: Log in

Using the login procedure, go to https://<your.tenant>.brightpattern.com/admin and log in with your username and password.


Contact Center Administrator login


Step 2: Adjust application settings

Update Contact Center Administrator’s application settings to

  • Set your preferred time zone and language
  • Change the password, if necessary

Note that the time zone should match the time zone set in General Settings.


Settings for changing time zone, language, and password


Step 3: Create user accounts and teams

  1. Create user accounts for yourself and other users who will be configuring and managing this contact center. Initially, these users can be members of the default Administrators team.

    Add users to your contact center


  2. Assign those users the appropriate role(s) that will enable them to perform their tasks.

    Select roles for the user


  3. Add teams to your contact center, giving them descriptive names and defining team-specific settings.

    Name and define the teams to which users will be assigned to work


  4. Create or import users.

    1. Give them the appropriate role (e.g., “agent” or “supervisor”).

    2. Assign users to a specific team.

    3. Consider uploading photos for all users (if you plan to use chat media to serve your customers and/or for internal communications).

  5. Go back to Users > Teams, and assign users to supervise specific agent teams. Note that a user must be added to a team as a designated supervisor in order to use the supervisor functions in Agent Desktop.

  6. Grant privileges for each role type.

    Privileges enable users to access specific features and functions


Step 4: Update general settings

Review and change the default values of the general settings that apply to the entire contact center, specifically for the users on Agent Desktop.


Update system-wide settings for your contact center


Step 5: Specify email settings

In Email Settings, set up email on a system-wide level so that

  • Users have a standardized header and footer for email messages
  • Users can send and receive email messages from Agent Desktop
  • Standardized “reset password” emails are automatically sent to forgetful users
  • Chat transcript delivery emails are customized for your contact center


Update email settings for all users


Step 6: Configure voicemail

Enable voicemail for your contact center, and create a standardized voicemail notification email that will be sent to users when they have new voicemail messages.


Update voicemail settings


Step 7: Configure audio for pre-recorded messages

  1. Prepare and upload custom audio treatments for service queues, notifications, incoming calls, and more.

    Audio Treatments settings


  2. Create shared voice segments, externally defined voice messages that can be used in announcements, prompts, greetings, and so forth.

  3. Record or upload a default voicemail greeting, which will be the standard greeting for all users unless they upload their own.


Step 8: Specify call recording settings and grading categories

  1. In Call Recording and Monitoring, specify the desired percentage of recorded calls

    Call Recording and Monitoring settings


  2. If necessary, go to Grading Categories and change the default quality assessment categories

    Update grading categories


Step 9: Define operational schedules of your contact center

Specify your contact center's calendars and hours of operation.


It's possible to have many saved calendars for your contact center


This wraps up your initial configuration tasks. Be sure to read Bright Pattern's service configuration quickstarts, which will help you to set up contact center services, such as voice, chat, and email.


Service Configuration Quickstarts

For configuration steps specific to different types of services, follow these links:



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