Operations Management

Operation Management: General Settings

The Operation Management settings page covers settings that impact your entire environment.

The settings below offer options CRM integration configuration, showing abandoned call metrics or not after a specified period of time, or specifying specific values when configuring advanced features.

CRM Record Creation Details

Append call or chat session to latest open [CRM Record] in the same leaf queue: Select this option and CCAI Platform will append sessions to an existing open record if it came in from the same exact queue ("leaf queue).

Salesforce: by default, this applies when a Case/Account/Opportunity is in New, Working, Escalated, or another non-closed status.

Secondary option to append to a closed case within a configurable duration. Click to enable and enter the number of days the case can be closed but still have a new session appended.

After appending the session, the case status is changed to default the open status.

Delay call record until call is connected: Standard record creation takes place when the call is assigned. When this setting is enabled, record creation takes place when the call is connected to an agent, after it has been assigned. Enabling this feature covers the edge case where callers abandon the call after the call has been assigned to an agent but before the call is connected to the agent. When this setting is combined with the abandoned call setting below, only calls that are connected to an agent will trigger record creation.

Because record creation normally occurs when the call is assigned, ticket/case creation will appear to be delayed 5-10 seconds. Please communicate this change to Agents.

Delay chat case creation until chat has a minimum of ___ messages sent by consumer: By default, records are created when a chat is assigned to an Agent, then the chat is connected to an Agent. If the consumer doesn't send messages, empty records are created. Enabling this option:

Delays record creation until the consumer sends the set number of messages, preventing empty records.

Record pop for the Agent in the CRM is delayed 5-10 seconds after the set number of messages are received. Please communicate this change to Agents.

Create CRM tickets for abandoned calls: Creates a new CRM record even if the caller abandons a call before reaching an agent. This is recommended if you would like to report on "who" abandoned the call since CCAI Platform does not store specific caller information.

Create CRM tickets for abandoned chats

• When disabled: Tickets are not created for abandoned or short abandoned chats. Short abandoned chats are based on the below short abandon setting for chats.

• When enabled: Two options appear:

• All abandoned chats: Tickets will be created for short abandoned and abandoned chats.

• Abandoned chats with a minimum of ____ messages sent by user: Tickets will only be created for abandoned chats with the set number of chat messages.

CRM record title

To customize the title of your records (tickets/cases), adjust the text in this section.

Customization variables can be included in the title and will pull in available information:

CRM record (case/ticket) tags

Along with the above record titles, you can add tags with the session type name to CRM records. It will allow you to sort between different session types by how records are tagged. CRM record tags are available for Zendesk, Kustomer, and Freshdesk.

Examples for how each CRM applies the session types as tags

• Zendesk: Voice Inbound (IVR) → voice_inbound_ivr

• Kustomer: Voice Inbound (IVR) → Voice Inbound - IVR

• Freshdesk: Messaging Inbound (Web Chat) → Messaging Inbound (Web Chat)

Configuration options

• Add session type tags to cases: Add a tag to the record with the session type, for example, Scheduled Call (Web) or Incoming Call (App).

• Add CCAI Platform tag to cases: Adds the tag "UJET" to all cases created via the CCAI Platform integration.

Customer abandoned details

Ignore and exclude short abandoned call in metrics: Abandoned calls will not affect monitoring metrics if abandoned within a certain amount of time. This removes those calls from the dashboard but they will show in reports. Please see the below example of a chat dashboard for which areas of the dashboard will be impacted by this setting.

Ignore and exclude short abandoned chat in metrics: Abandoned chats will not affect monitoring metrics if abandoned within a certain amount of time. This removes those calls from the dashboard but they will show in reports.

CRM access

• Grants CCAI Platform access to your CRM. Used for any CCAI Platform feature that requires access to your CRM connections like user segment DAPs.

Group settings

Group settings allow you to further customize call and chat routing to queues.

• % Allocation - Routing Options: Set calls or chats to be offered to all percent allocation groups if not picked up by the selected group after a defined length of time. Leave this unselected if you do not want the call or chat to go to any other group.

• Cascade Group: Set the number of seconds for the call to remain in one group before also including agents from the consecutive group.

Click Set General to save changes.

SMS messaging and privacy

Overview

SMS Chat introduces unique obligations related to consumer privacy and it's important to train both managers and agents on the appropriate handling of SMS Chat sessions.

Opting in

Consumers must consent to receiving SMS messages by opting in. When the consumer initiates a chat, they are assumed to have opted in but you still need to send a message that includes the following information:

• Brand or product name

• "Recurring messages" disclosure

• "Message and data rates may apply" disclosure

• Opt-out instructions

This can be achieved by composing an opt-in "greeting message" that is sent automatically when the first chat message is received.

Similarly, for outbound SMS messages, the agent should always initiate the session with an opt-in message. This can be achieved by setting up a chat shortcut.

Unsubscribing and Do Not Contact list

A consumer can stop all future SMS messages by sending one of these default command words: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT.

These commands are not case sensitive but the word must be complete and the message cannot include any extra spaces or characters. The consumer can send the command at any time by texting the word to your SMS phone number or short code.

When the consumer opts out, their phone number is added to an encrypted "Do Not Contact" list maintained by CCAI Platform. The only phone number added to the list is the one used by the consumer to send the STOP command (even if the consumer has multiple phone numbers in their CRM record.)

For detailed information on the rules and regulations surrounding SMS messaging, refer to the CTIA Short Code Monitoring Handbook v1.7.

When a consumer opts out of receiving future messages:

1. The chat ends immediately and the agent adapter displays a message to the agent.

2. The agent makes an entry in the CRM record, indicating that the consumer has opted out.

3. CCAI Platform adds the consumer's phone number to a "Do Not Contact" list. If an agent tries to use the number, an error message is displayed.

4. The consumer can opt back in at any time by texting START to any of the incoming SMS numbers.

When using outbound SMS, it is imperative that agents send an opt-in message before sending any other text to the consumer. The easiest way to achieve this is by using a chat shortcut. In this example, the agent simply types /sms to send a standard opt-in message: