Agents can choose from a list of supported languages using the CCAI Platform portal and localized Adapters.
Administrators can assign the default agent adapters language based on their location. Locations are managed by an administrator, and each location has an assigned language. Users can override their location-based language setting using the agent adapter.
User interface components
Localized user interface components:
- The agent will see all call and chat adapter controls in the language set or selected, including call flows, confirmation and error messages, agent statistics and more.
Not localized:
Queue names are not translated and will appear as they are set up in Settings > Queue for each language.
The incoming or outgoing call or chat session won't be translated or impacted in any way.
Administrator configuration
Admin role required for configuration
Add a new location
In the CCAI Platform portal, go to Settings > Operation Management.
Scroll to Localization and click Manage Location Setting.
Click Add Location.
Enter the Location name.
Select a Language.
Click Save.
Assign a language or location to agents
Agents and users are able to be assigned to a specific location. The Location dictates the default Language of the user.
Bulk update multiple users
To update the location for a list of users, use the Importing Users process. Capitalization and spelling must match exactly for a successful import.
Assign locations to individual users
In the CCAI Platform portal, go to Settings > Users & Teams.
Navigate to the user you would like to add a location for.
Click the edit icon next to the user's name.
Select one of the pre-configured locations from the Location drop-down.
Click Update to save.
Agent adapter
The following details the specifics pertaining to the agent adapter itself.
Set language
In the Agent Adapter in your CRM, click the profile icon.
Click the language drop-down and select a language.
The Agent Adapter now displays in the language selected.