This topic describes the main features of Cloud Contact Center, including instance management, voice services, web services, My workbench, business management, and digital employees.
Cloud Contact Center instance management
After you activate the service, you can create multiple Cloud Contact Center instances. Each instance is an operational unit for Cloud Contact Center. You can configure personnel, flows, and phone information within each instance. When you create an instance, Cloud Contact Center automatically generates all the required basic resources, making the instance ready for immediate use. Each instance is automatically assigned an independent domain name, which provides access to a dedicated management console for operations and management.
Voice services
Feature | Description |
Overview | View overall metrics and operational guides for all or specified skill groups in Cloud Contact Center. |
Data monitoring | Data reports: View basic data, inbound/outbound call data, and agent status logs from the last 30 days. Reports are available for agents, agent groups, and skill groups to help managers with statistical analysis. Hotword and session tag analysis: Configure custom tags. Generate AI-powered hotword and tag reports with one click for conversations in a specific time period or skill group. This feature also supports drilling down into layered call details. |
Call traffic reports | View call records, bidirectional call records (calls between customers and agents), internal calls, and voicemails. You can also play back and download recordings. |
Agent management | Agents: Manage all agents in the current Cloud Contact Center. This includes creating agents, managing agent permissions, and assigning skills and levels to agents. Batch operations are also supported. Skill groups: Divide agents into different skill groups based on business capabilities and requirements. A single skill group can manage multiple agents. |
Number management | Manage numbers in the instance. Attach an Interactive Voice Response (IVR) flow to a number. Agents can then make inbound and outbound calls from the workbench using that number. The system also supports grouping numbers for easier management. |
Flow management | Create IVR flows with a graphical editor. The built-in modular IVR features support various combinations and configurations. Set up different IVR flows by dragging and dropping components. After you publish an IVR flow and attach it to a phone number, it can serve customers. You can also manage existing audio files used in your IVR flows. |
Batch outbound calls | Automatically control the outbound call pace with AI prediction. This maximizes agent efficiency while meeting call drop rate requirements. Before you use this feature, submit a ticket to have our operations team configure it for you. |
Settings | Manage settings for the agent workbench, event push notifications, text message configurations, quality inspection pushes, and intelligent features. This provides greater customization for voice services. |
For more information, see Voice services.
Web services
Feature | Description |
Overview | Displays overall data metrics, including overall web service metrics, agent work status, agent service levels, session volume trends, channel statistics, agent status statistics, and skill group statistics. |
Data | Agent reports: View detailed data for agents and skill groups from the last 30 days, such as total sessions and satisfaction rate. Skill group reports: View total session volume, satisfaction rate, and other metrics for all agents in a skill group. Check the data you want to display. You can also download detailed data reports for agents and skill groups. Hotword and session tag analysis: For more information, see the data monitoring section under Voice services. |
Session records | View agent session data from the last 30 days. Examine the session path, content, and information for each session. You can also download session record reports. |
Personnel | Set up, configure, and manage customer service representatives (agents) and skill groups. This ensures your team can organize and assign work efficiently. The system also provides a feature to batch import agents using RAM. |
Access | Provides access channels through web pages, DingTalk service windows, and chatbots. |
Settings | Set up the satisfaction survey feature, enable intelligent extraction of session information, and use the automatic form-filling feature. You can also configure transfer settings and set up business hour schedules with custom settings for weeks, workdays, and holidays. |
For more information, see Web services.
My workbench
Feature | Description |
Data Overview | Displays an agent's individual data metrics, including today's online duration, and statistics for phone and web services. You can also play or download recordings and reports based on queried call records, and download session record reports to manage and analyze personal conversation data. |
Workbench | The workbench includes features such as going online, going offline, taking a break, answering (inbound), dialing (outbound), post-processing, holding calls, retrieving calls, redialing, transferring, monitoring, and viewing call records. |
Settings | Agents can view their personal information, such as skill group, softphone extension number, and SIP phone status. They can also modify their profile picture, password, and nickname, and reset their logon status. |
For more information, see My workbench.
Business management
Feature | Description |
Customer | Record, classify, analyze, and manage customer information. This includes basic details, communication records, service requests, and tickets. |
Ticket Management | Ticket Management includes ticket processing, ticket templates, and ticket fields. Use it to record, track, and resolve customer issues or requests. |
Session information | Session information includes fields and templates. Customize the information fields to record important details during a session. |
For more information, see Business management.
Digital employees
Feature | Description |
Digital Employee | Data overview: View data for digital employees across different scenarios. This includes used and purchased licenses, and the number of issues resolved by intelligent navigation compared to the total number of sessions in the last seven days. This helps managers perform statistical analysis. Scenario management: Create different scenarios for various business needs. Configure their conversational abilities, associate them with bots, and set up other features. |
AI platform | Conversational ability collection: A collection of conversational abilities. Each ability has different features and is designed to handle specific user needs or scenarios. Multi-turn conversation: Configure the entire flow of a multi-turn conversation by customizing conversation flows, intents, entities, and variables. FAQ management: For frequently asked questions (FAQs), configure a bot to answer user questions. You can also use the official FAQ knowledge base. Global service: A feature that supports external service invocations. Add new global services by configuring service interfaces. |
Number management | Manage numbers in the instance. By attaching an IVR flow, digital employees can make inbound and outbound calls to handle tasks for those numbers. The system also supports grouping numbers for more efficient management. |
Annotation management | Annotation center: Create annotation tasks for bot-user conversations. Annotate semantic recognition results, intents, correct transcriptions, hotwords, and tags. Annotation helps correct the bot's responses and improves the user interaction experience. Dataset: A dataset for the speech recognition service. Upload a custom hotword list to improve recognition performance in specific domains. |
System administration | Integrate with third-party speech synthesis and recognition services, such as iFlytek. Configure the authentication information in this section. |
For more information, see Digital employees.