Quickly create a Cloud Contact Center digital agent

Prerequisites

• Activate Cloud Contact Center

• Request a phone number

Procedure

Create an instance

1. Log on to the Cloud Contact Center console. In the left navigation pane, choose Contact Center Management > Instance Management - V2 to go to the instance management page.

   

2. Click Create and fill in the form. Set a name, an endpoint, and attach the previously allocated phone number. Set the digital agent concurrency to 1. Click OK to complete instance creation.

   

   • Name: Enter a custom name. Names of Cloud Contact Center instances under the same Alibaba Cloud account must be unique.

   • Endpoint: Use a unique domain name. This value cannot be changed after creation. You can use your company’s English name for easy recall.

   • Description: Enter a brief description or note about your Cloud Contact Center service.

   • Agent type: Select Digital Agent. If you have not activated the digital agent feature, first activate Cloud Contact Center - Digital Agent.

   • Cloud Contact Center phone number: Select a Cloud Contact Center phone number. If you select a 400 number, outbound calls are not supported.

   • Administrator: By default, this is the user who creates the Cloud Contact Center instance. You can also add other administrators by importing from RAM or creating new administrator accounts. Administrators can manage configuration settings for the Cloud Contact Center instance.

   • Digital agent concurrency: Shows the available concurrency quota for digital agents and lets you select a configuration limit.

3. After creating the instance, click the instance’s endpoint to enter the instance system and begin configuring your digital agent.

   

   

Create a scenario

1. Click Digital Agent to go to the web agent workspace.

   

2. In the left navigation pane, choose Digital Agent > Scenario Management to open the scenario management interface.

3. Click Create Scenario. Set the Scenario Name, Maximum Concurrency, and for Dialog Capability Source, select No dialog capability collection configured, automatic creation. Click Confirm to finish creating the scenario. The new scenario appears with a Published status.

   

   

Configure dialog capabilities

1. Click Dialog Capability in the Actions column of the scenario instance to open the dialog capability configuration interface.

2. Configure Q&A pairs for dialog capabilities based on your business needs.

   • In the knowledge binding interface, attach an existing FAQ or a configured conversation flow. For details, see FAQ management and Conversation flow design.

   • For configuration of human-agent handoff policies and Q&A policies, see Dialog capability collection.

Test dialog capabilities

1. In the scenario management interface, click Edit in the Actions column of the scenario instance to open the scenario details configuration page.

   

2. Click Scenario Test in the upper-right corner of the interface. In the test window, you can run text-based Q&A tests and softphone tests.