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Admin Frequently Asked Questions


How do I create a new workflow?

Workflow Creation is used when an organization needs to create a new workflow that can route interactions to the proper skill.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Workflows

  3. Once within the Workflow menu, create a new Workflow by clicking on the Add New button

  4. Enter the Workflow Name. This will be the name of the workflow. Please ensure the name is easily discernable between other workflows to allow easy navigation when editing is required.

  5. Enter the Revision of the workflow. Upon creation a revision would normally be 1.

  6. Select the Workflow Channel Type from the menu.


 What are the different workflow activities?

Once the Workflow has been opened, a menu will appear next to the workspace.


What is the message activity in the workflow builder?

Message: The Message Activity can play a message for the customer. This can be anything from a welcome message to a message informing the customer that all calls are monitored and recorded. To select the message simply use the dropdown menu or type it into the text field. If using the text field, please be aware that CoreInteract uses a text to speech software. For instructions on how to upload or create a message please navigate to the Voice Prompts section.


What is a menu activity in the workflow builder?

Menu: The Menu Activity places a menu within the interaction. This gives the organization the ability to offer multiple options for the customer. The Organization can select the message played or enter the message in the text field. Within the menu the organization also can define what happens if the customer is silent or makes an invalid entry. For instructions on how to upload or create a message please navigate to the Voice Prompts section.


What is the skill activity?

Skill: The Skill Activity decides where the customer is getting routed. The skill can be any skill that has been entered into the system by the organization and is selected by using the dropdown box. The organization can also define what happens if no agents are available at that time. If no additional action is attached, the customer will be routed to the default Voice Mail box selected by the organization.


 What is the hours of operation activity in the workflow builder?

Hours of Operation: Hours of Operation controls what time the caller can access the business. The Hours of Operation can very skill to skill and workflow to workflow. Select the desired Hours of Operation by using the dropdown box. Select the action for Open, Close, and Holiday according to organizational needs.

 


What is the end activity in the workflow builder?

End: End is used when an organization wishes to end the conversation. This can be used if an organization would like the call to end instead of moving on to another action if None Available is used within Skill routing. This option should not be used often, as callers cannot leave voicemails or speak to anyone else after this selection has been utilized. The interaction will end when this activity is initiated.


 What is the external transfer activity in the workflow builder?

External Transfer: The External Transfer Activity also the organization to transfer to an outside number. This allows smaller organizations the ability to have calls go directly to a 1-person sales team that is out in the field, by transferring it to a cell phone or other PSTN number. Enter the 10-digit number, area code first, and a customer will be routed to that number.


What is the voicemail activity in the workflow builder?

Voicemail: The Voicemail Activity is used when an organization would like to point an interaction towards a Voicemail box that has been created within the system. The Voicemail box must be created in order to select it from the dropdown menu within the activity.


Is there a sample workflow?

Please follow the below workflow:

  1. The customer enters the interaction and hears the “Blue Panda Welcome” message.

  2. The customer will then will hear the “Voice Prompt” that includes the options press 1 for Call Support and press 2 for Sales.

  3. If the caller is silent or presses an invalid option, they will hear the “44100” message that tells the customer to try again and the interaction re-enters the menu.

  4. If the customer selects 1 the interaction would go to an agent with the “Call Support” skill associated.

    1. If no agents are available, the call will be transferred to the external “8015555555” number to be handled by the owner of that number.

  5. If the customer presses 2 the customer will be transferred to an Agent with the Sales skill associated. If no agents are available, the customer will be sent to the Tenant voicemail box.

 


What is a workflow starting point?

Workflow Starting Points defines how the interaction enters into the system. This allows the organization to have a single-entry point, or multiple entry points into the same workflow. To assign a starting point to the workflow navigate to the Starting points tab. Select one of the “Available” options and add it to the “Assigned” section.


 How is a workflow updated?

Workflow Editing is how an organization can update existing workflows without creating a completely new workflow.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Workflows

  3. To edit an existing workflow, navigate to the Workflow tab, find the workflow that needs to be edited, and select the edit icon.

  4. Make the desired changes and click on the Submit button. For more information on the Activities in the Workflow, please navigate to the Workflow Activities


 How is a Workflow Deleted?

Workflow Deletion is how an organization can delete existing workflows easily to keep the database clean. This is used when a new workflow is created, and an old workflow is no longer needed.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Workflows

  3. To delete a workflow simply click on the delete icon next to the workflow that the organization wants to delete.


What is user management?

User Management is where an Admin for CoreINTERACT can create and update users within the tool. Users in CoreInteract refers to any individual that has the ability to log into CoreInteract. Once a User is assigned a skill that allows the user to receive interactions, the user then becomes an Agent. Common users, that are not agents are Admin staff that login to manage the Agents and looks at reporting functions, but do not take interactions directly from the Organizations customer base.


How is a user created?

Creating users is used when the Organization needs a new user or users created.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Users

  3. Click on the Add New button, and a popup will appear.

  4. Fill in the required info and click on the Next button.

  5. Verify the information is correct and click Next to complete the creation of a user.


How are users updated?

Update Users is used when an Organization needs to update user information within the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Users

  3. Once within the User Manageme3nt menu, navigate to the List of Users tab and find the user that needs to be updated and press the edit button to have a popup appear

 

  1. Edit the fields in the popup that are in need of editing and click on the Next button to enter the next screen.

  2. Verify the information and click Save to complete the update of the user.


 How are skills assigned or removed from users?

Assign User Skills is used when an Organization needs to assign a user or users a single or multiple skills at the same time. This controls what type of interactions the User will receive.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Users

  3. Once within the User Management menu, navigate to the User Skills tab. From there select the user or users that need Skills assigned or removed. Once the selections are completed, select the desired action.

  4. Once the selection has completed the Skills will appear within, or be removed from, the “Users Skills” box.


How are users assigned roles?

Assign User Roles is used to decide what type of access within the system the User has.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Users

  3. Once within the User Management menu, navigate to the User Roles tab. From there select the user that needs a Role assigned or removed. Once the selection is completed, select the desired action.

  4. Once the selection has completed the Role will appear within, or be removed from, the “Users Roles” box.

 


How are users deleted?

Deleting users is used when a user is no longer required to have access to the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Users

  3. Navigate to the User that no longer requires access and click on the delete icon. Be aware that deleting a user will remove the user’s ability to login to the system.


 How is a skill created?

Creating Skills is used when the Organization needs a new skill or skills created to accept interactions.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Skills.

  3. Click on the Add New button, and a popup will appear.

  4. Fill in the required info and click on the Next button.

  5. Verify the information is correct and click Next to complete the creation of a skill.


How is a skill updated?

Update Skills is used when an Organization needs to update skill information within the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Skills.

  3. Once within the Skill Management menu, navigate to the Skills tab and find the skill that needs to be updated and press the edit button to have a popup appear

  4. Edit the fields in the popup that are in need of editing and click on the Next button to enter the next screen.

  5. Verify the information and click Save to complete the update of the skill.


How are users assigned or removed from skills?

Assign/Remove Skills is used when an Organization requires a user, or multiple users, to be assigned to a single or multiple skills. The Organization can also see what users are assigned to a single, or group of, skills.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Skills.

  3. Once within the Skill Management menu, navigate to the Skills Users tab. From there select the skill or skills that need users assigned or removed. Once the selections are completed, select the desired action.

  4. Once the selection has completed the User will appear within, or be removed from, the “Users with Skills” box.


How are skills deleted?

Deleting Skills is used when a skill is no longer required to have interactions routed to the skill.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Skills.

  3. Navigate to the Skill that no longer requires interactions and click on the Delete icon. Be aware that once the skill is deleted, no interactions would come through to this skill.


What is role management

Role Management is where an Admin of CoreINTERACT can log in and update permissions that roles possess. This is where the Admin controls what users can do within the system. Roles refers the security portion that can allow users to see, edit, create, or delete certain entities within the tool. To get to the Role Management page, follow the below instructions. Following those instructions please ctrl-click the desired sub category.


How is a role created?

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Roles.

 

  1. Click on the Add New button, and a popup will appear.

  2. Fill in the required info and click on the Next button.

  3. Verify the information is correct and click Next to complete the creation of a Role.


How is a role updated?

Update Skills is used when an Organization needs to update skill information within the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Roles.

 

  1. Once within the Skill Management menu, navigate to the Skills tab and find the skill that needs to be updated and press the edit button to have a popup appear

  2. Edit the fields in the popup that are in need of editing and click on the Next button to enter the next screen.

  3. Verify the information and click Save to complete the update of the skill.


How are permissions assigned or removed from roles?

Assign/Remove Permissions to Roles is used when an organization needs to add or remove addistion permissions from a role.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Roles.

 

  1. Once within the Role Management menu, navigate to the Roles Permissions tab. From there select the role or roles that need permissions assigned or removed. Once the selections are completed, select the desired action.

  2. Once the selection has completed the permissions will appear within, or be removed from, the “Permissions with Roles” box.


How is a role deleted?

Delete Role is used when an organization no longer requires the role to be assigned to users.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Roles.

 

  1. Navigate to the Role that no longer required and click on the Delete icon. Be aware that once the Role is deleted, it will be removed from anyone that it was assigned to.


 What is organizational management?

Organizational Management is where an organization controls the Hierarchy of either the Roles, or the Users within CoreINTERACT. This is how the organization can control which agents the supervisors have on their team. The supervisors then have the supervisor abilities for interactions.


What is role hierarchy?

Role Hierarchy is where the Organization can control which roles answer to other roles. For example, a Manager is in charge of a Supervisor, who is in charge of a team of agents.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Organization Management

  3. Once within the Organization Management menu, navigate to the Roles tab. This will bring up the Hierarchy tree. Rearrange this by clicking and dragging the desire role to the desired location. In the below example, the Test Role answers to the Agent, that answers to the Supervisor, that answers to the SuperAdmin. This can be setup anyway the Organization desires.

 


 What is user hierarchy?

User Hierarchy is used when the Organizations wants to assign certain users to certain supervisors. This acts in a similar way to the Role Hierarchy but allows the organization to assign certain agents to certain supervisors.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Organization Management

  3. Once within the Organization Management menu, navigate to the Roles tab. This will bring up the Hierarchy tree. Rearrange this by clicking and dragging the desire role to the desired location. In the below example, the Core Interact Support user has the Test User and Demo Agent below them on the Hierarchy tree. This means the Core Interact Support user will be able to see all interactions of the Test User and Demo Agent, however the Test User and Demo Agent cannot see each other’s interactions.


 

What is the Voice Prompts/Mailbox section used for?

The Voice Prompts/Mailbox menu is where the Organization can place any prompts that are required within the system as well as set up the Voicemail functions. This can be a Welcome Message, or a Menu granting the caller certain options.

 


How is a voice prompt created?

Create Voice Prompts is used when an Organization needs to create a new voice prompt for workflow within the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Click on the Add New button, and a popup will appear. There are 2 ways to create a voice prompt.

  4. Follow these step within the Record an Audio tab to record the voice prompt from within the browser:

    1. Enter the name

    2. Start recording the voice prompt. Please be aware, when the Record button has been clicked, the recording will start immediately.

    3. Click the Stop button once the recording has been completed

    4. Click Save to save the new Voice Prompt. There is no verification popup after the Save button is clicked.

  5. Follow these steps within the Upload a File tab if the organization has pre-recorded voice prompts. File types and formats do not matter as CoreINTERACT does the conversion on the backend.

    1. Enter the Name of the recording

    2. Browse to the location the recording is saved by clicking the “Choose File” button

    3. Click Save to save the new Voice Prompt. There is no verification popup after the Save button is clicked.


 Update Voice Prompts

Update Voice Prompts is used when an Organization needs to update a voice prompt that is currently being utilized.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Once within the Voice Prompts/Mailbox menu, navigate to the Voice Prompts tab and find the skill that needs to be updated and press the edit button to have a popup appear

  4. Enter the New Name (If required) and record the new message by clicking the record button. Once finished, click the Stop button and the new recording will appear. Click on Save to save the recording. Please note, no verification box will pop up at this stage.

  5. Follow these steps within the Upload a File tab to upload a new file that has been pre-recorded.

    1. Enter the New Name (If required)

    2. Click on “Choose File” to browse to the location that the prerecorded message has been saved.

    3. Click Save to save the new Voicemail Greeting. There is no verification popup after the Save button is clicked.


How are voice prompts updated?

Delete Voice Prompt is used when an organization wants to delete a voice prompt permanently that is no longer required.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Navigate to the Voice Prompt that is no longer required and click on the Delete icon. Be aware that once the voice prompt is deleted, it will no longer be able to be played in any places it was being utilized.


 What is the Voicemail Greeting section used for?

Voice Mail Greetings are used when an organization needs a voicemail greeting created within CoreINTERACT. The voicemail greeting then needs to be assigned to a voicemail box.


 How is a voicemail greeting created?

Create Voicemail Greeting is used when an organization needs to create a new voicemail greeting to be attached to a voicemail box.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Click on the Add New button, and a popup will appear. There are 2 ways to create a voicemail greeting.

  4. Follow these steps within the Record an Audio tab to record the voice prompt from within the browser:

    1. Enter the name

    2. Start recording the voicemail greeting. Please be aware, when the Record button has been clicked, the recording will start immediately.

    3. Click the Stop button once the recording has been completed

    4. Click Save to save the new Voice Prompt. There is no verification popup after the Save button is clicked.

  5. Follow these steps within the Upload a File tab if the organization has pre-recorded voice prompts. File types and formats do not matter as CoreINTERACT does the conversion on the backend.

    1. Enter the Name of the recording

    2. Browse to the location the recording is saved by clicking the “Choose File” button

    3. Click Save to save the new Voicemail Greeting. There is no verification popup after the Save button is clicked.


 How is a voicemail greeting updated?

Update Voicemail Greeting is used when an Organization needs to update a voice prompt that is currently being utilized.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Once within the Voice Prompts/Mailbox menu, navigate to the Voice Prompts tab and find the skill that needs to be updated and press the edit button to have a popup appear. There are 2 ways to update a Voicemail Greeting.

  4. Follow these steps within the Record an Audio tab to record the voice prompt from within the browser:

    1. Enter the New Name (If required)

    2. Record the new message by clicking the record button.

    3. Once finished, click the Stop button and the new recording will appear.

    4. Click on Save to save the recording. Please note, no verification box will pop up at this stage.

  5. Follow these steps within the Upload a File tab to upload a new file that has been pre-recorded.

    1. Enter the New Name (If required)

    2. Click on “Choose File” to browse to the location that the prerecorded message has been saved.

    3. Click Save to save the new Voicemail Greeting. There is no verification popup after the Save button is clicked.


How is a voicemail greeting deleted?

Delete Voicemail Greeting is used when an organization wants to delete a voicemail greeting permanently that is no longer required, or the organization has created a new greeting that has already been initiated.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Navigate to the Voicemail Greeting that is no longer required and click on the Delete icon. Be aware that once the Voicemail Greeting is deleted, it will no longer be able to be played in any places it was being utilized.


 What are Voicemail Settings used for?

Voicemail Settings is where the organization sets up the voicemail boxes. This is where the recordings are set, and where the permissions to see and hear the voicemail boxes are controlled. The Organization can set up the voicemail boxes at the Tenant level, or the Skill level. The Tenant level voicemail is for the entire tenant and used more as a catchall.

 


What is the Tenant Voicemail Settings?

 

***NEVER DELETE THE TENANT LEVEL VOICEMAIL BOX***

The Tenant Level voicemail is setup within the Tenant Level section. The Tenant Level Voicemail box is setup upon Tenant Creation. This will be setup with everything below except the Greeting and Access. The Organization must create a greeting to load in order for the voicemail box to be used. To change access to the voicemail box the organization must select a Skill. If the Organization adds additional agents, those agents will also have access to the voicemail.


 What is the Skill Level Voicemail Settings?

Skill Level Voicemail Settings is where an organization can create, update, or remove a Skill Level voicemailbox. This setting allows an organization to setup multiple voicemail boxes based on Skill level. For more information on skills, please navigate to the Skills Management section.


 How is a skill level voicemail box created?

Create Skill Level Voicemail Box is used when an Organization wants to create a new voicemail box for a certain skill.

  1. Within the Skill Level voicemail section click on the Add New button and a new voicemail box will appear.

  2. Follow these steps to create the new Skill Voicemail box:

    1. Add a new name to the new skill level voicemail box

    2. Select the greeting that will be associated to the voicemail box. There are 3 options for selecting a greeting

      1. Record an Audio. For information on how to record audio please navigate to the Create Voicemail Greeting section

      2. Upload a file. For more information on how to upload a file please navigate to the Create Voicemail Greeting section

  • Select Greeting will allow the organization to select greetings that have already been added to the system via Voice Prompts

  1. Select the skill that will have access to the voicemail box

  2. Select any additional agents that will have access


 How is a skill level voicemail box updated?

Updating Skill Level Voicemail Box is used when an organization needs to update a voicemail box but does not want to create a new box.

  1. There are only a few items that can be updated in the Voicemail box. Upon completion please make sure to click on the “Save Changes” icon

  2. Items that can be updated include the following:

    1. Name: Update this to the new name the Organization wants it to be. If the organization wants it to be the same, simply do not make a change in this section.

    2. Greeting: Click on the edit icon and follow the same steps to update as was followed in the Create Skill Level Voicemail Box If the organization wants it to be the same, simply do not make a change in this section.

    3. Skill: From the dropdown select the skill that needs to access the voicemail box. If the organization wants it to be the same, simply do not make a change in this section.

    4. Agent: Select or remove the desired agents that need to be updated. If the organization wants it to be the same, simply do not make a change in this section.


How is a skill level voicemail box deleted?

Delete Skill Level Voicemail Box is used when an organization no longer needs a voicemail box associated with a certain skill.

***NEVER DELETE THE TENANT LEVEL VOICEMAIL BOX***

  1. Navigate to the voicemail box that is no longer required, within the Skill Level section and click on the “Remove” button. A confirmation popup will appear. Select the desired action.


What are Hours of Operation?

Hours of Operation is how an organization sets up the open, closed, and Holiday hours for the business. This is set up and can be on a per workflow level.


How is a new hours of operation created?

Create Hours of Operations used when an Organization needs to create an Hours of Operation for use within a workflow within the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Hours of Operation

  3. Click on the Add New button, and a popup will appear.

  4. Enter the name of the new Hours of Operation and select the time zone it will be active for. Select which days the organization will be opened, and which days they will be closed. If the organization will be open, put in the Open Time and the Close Time for the corresponding day. Once the times have all been set click Next

  5. A popup of a Calendar will then appear. Select what holidays the organization will observe, as far ahead as desired, and click Next

  6. Confirm the information on the following popup, and click Save


 How are Hours of operation updated?

Update Hours of Operation is used when an organization wants to update an existing Hours of Operation, instead of creating a new one.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Hours of Operation

  3. Once within the Hours of Operation menu, navigate to the Hours of Operation tab, find the option that needs to be updated and press the edit button to have a popup appear

  4. Edit the Hours of operation in whatever fashion is required and click Next

  5. A popup of a Calendar will then appear. Edit what holidays the organization will observe, as far ahead as desired, and click Next.

  6. Confirm the information on the following popup, and click Save


How are hours of operation deleted?

Delete Hours of Operation is used when an organization no longer requires the Hours of Operation to be utilized within a workflow.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Hours of Operation

  3. Navigate to the Hours of Operation that no longer required and click on the Delete icon.


What is Organization Settings used for?

Organization Settings are settings that are setup by the Organization and are set for the entire tenant regardless of any other settings within the system.


What is Active Conversation Threshold?

Active Conversation Threshold refers to the number of conversations (Also interactions) that an agent can have ongoing at the same time. The number of audio conversations will always be 1. Each additional interaction will continue to be counted until the interaction is closed.


What is the Default Conversation Routing Method?

Default Conversation Routing Method refers to how the interactions will be routed within the Organization. The types of routing methods available within CoreINTERACT are below.

  1. Round Robin. This method will invite Agent A. If Agent A accepts the call, they will be placed at the back of the line to accept interactions. If Agent A rejects the interaction or lets it time out, it will roll to Agent B and Agent A will receive the next interaction. If Agent A accepts the interaction, the next interaction will go to Agent B.

  2. This method will invite all available agents to the interaction. Once the conversation has been answered, agents will no longer be rang.


What is the Invitation Timeout?

Invitation Timeout refers to how long each Agent will receive an interaction before it rolls to the next agent in line. This setting is in seconds. If this setting is set to 10 seconds, Agents will have 10 seconds to answer the interaction until the interaction moves on to the next agent in line.


 What are the different workflow activities?

Once the Workflow has been opened, a menu will appear next to the workspace.


What is the message activity in the workflow builder?

Message: The Message Activity can play a message for the customer. This can be anything from a welcome message to a message informing the customer that all calls are monitored and recorded. To select the message simply use the dropdown menu or type it into the text field. If using the text field, please be aware that CoreInteract uses a text to speech software. For instructions on how to upload or create a message please navigate to the Voice Prompts section.


What is a menu activity in the workflow builder?

Menu: The Menu Activity places a menu within the interaction. This gives the organization the ability to offer multiple options for the customer. The Organization can select the message played or enter the message in the text field. Within the menu the organization also can define what happens if the customer is silent or makes an invalid entry. For instructions on how to upload or create a message please navigate to the Voice Prompts section.


What is the skill activity?

Skill: The Skill Activity decides where the customer is getting routed. The skill can be any skill that has been entered into the system by the organization and is selected by using the dropdown box. The organization can also define what happens if no agents are available at that time. If no additional action is attached, the customer will be routed to the default Voice Mail box selected by the organization.


What is the hours of operation activity in the workflow builder?

Hours of Operation: Hours of Operation controls what time the caller can access the business. The Hours of Operation can very skill to skill and workflow to workflow. Select the desired Hours of Operation by using the dropdown box. Select the action for Open, Close, and Holiday according to organizational needs.


 

What is the end activity in the workflow builder?

End: End is used when an organization wishes to end the conversation. This can be used if an organization would like the call to end instead of moving on to another action if None Available is used within Skill routing. This option should not be used often, as callers cannot leave voicemails or speak to anyone else after this selection has been utilized. The interaction will end when this activity is initiated.


 What is the external transfer activity in the workflow builder?

External Transfer: The External Transfer Activity also the organization to transfer to an outside number. This allows smaller organizations the ability to have calls go directly to a 1-person sales team that is out in the field, by transferring it to a cell phone or other PSTN number. Enter the 10-digit number, area code first, and a customer will be routed to that number.


What is the voicemail activity in the workflow builder?

Voicemail: The Voicemail Activity is used when an organization would like to point an interaction towards a Voicemail box that has been created within the system. The Voicemail box must be created in order to select it from the dropdown menu within the activity.


Is there a sample workflow?

Please follow the below workflow:

  1. The customer enters the interaction and hears the “Blue Panda Welcome” message.

  2. The customer will then will hear the “Voice Prompt” that includes the options press 1 for Call Support and press 2 for Sales.

  3. If the caller is silent or presses an invalid option, they will hear the “44100” message that tells the customer to try again and the interaction re-enters the menu.

  4. If the customer selects 1 the interaction would go to an agent with the “Call Support” skill associated.

    1. If no agents are available, the call will be transferred to the external “8015555555” number to be handled by the owner of that number.

  5. If the customer presses 2 the customer will be transferred to an Agent with the Sales skill associated. If no agents are available, the customer will be sent to the Tenant voicemail box.


What is a workflow starting point?

Workflow Starting Points defines how the interaction enters into the system. This allows the organization to have a single-entry point, or multiple entry points into the same workflow. To assign a starting point to the workflow navigate to the Starting points tab. Select one of the “Available” options and add it to the “Assigned” section.


How is a workflow updated?

Workflow Editing is how an organization can update existing workflows without creating a completely new workflow.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Workflows

  3. To edit an existing workflow, navigate to the Workflow tab, find the workflow that needs to be edited, and select the edit icon.

  4. Make the desired changes and click on the Submit button. For more information on the Activities in the Workflow, please navigate to the Workflow Activities


How is a Workflow Deleted?

Workflow Deletion is how an organization can delete existing workflows easily to keep the database clean. This is used when a new workflow is created, and an old workflow is no longer needed.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Workflows

  3. To delete a workflow simply click on the delete icon next to the workflow that the organization wants to delete.


What is user management?

User Management is where an Admin for CoreINTERACT can create and update users within the tool. Users in CoreInteract refers to any individual that has the ability to log into CoreInteract. Once a User is assigned a skill that allows the user to receive interactions, the user then becomes an Agent. Common users, that are not agents are Admin staff that login to manage the Agents and looks at reporting functions, but do not take interactions directly from the Organizations customer base.


How is a user created?

Creating users is used when the Organization needs a new user or users created.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Users

  3. Click on the Add New button, and a popup will appear.

  4. Fill in the required info and click on the Next button.

  5. Verify the information is correct and click Next to complete the creation of a user.


How are users updated?

Update Users is used when an Organization needs to update user information within the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Users

  3. Once within the User Manageme3nt menu, navigate to the List of Users tab and find the user that needs to be updated and press the edit button to have a popup appear

 

  1. Edit the fields in the popup that are in need of editing and click on the Next button to enter the next screen.

  2. Verify the information and click Save to complete the update of the user.


How are skills assigned or removed from users?

Assign User Skills is used when an Organization needs to assign a user or users a single or multiple skills at the same time. This controls what type of interactions the User will receive.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Users

  3. Once within the User Management menu, navigate to the User Skills tab. From there select the user or users that need Skills assigned or removed. Once the selections are completed, select the desired action.

  4. Once the selection has completed the Skills will appear within, or be removed from, the “Users Skills” box.


How are users assigned roles?

Assign User Roles is used to decide what type of access within the system the User has.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Users

  3. Once within the User Management menu, navigate to the User Roles tab. From there select the user that needs a Role assigned or removed. Once the selection is completed, select the desired action.

  4. Once the selection has completed the Role will appear within, or be removed from, the “Users Roles” box.


How are users deleted?

Deleting users is used when a user is no longer required to have access to the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Users

  3. Navigate to the User that no longer requires access and click on the delete icon. Be aware that deleting a user will remove the user’s ability to login to the system.


How is a skill created?

Creating Skills is used when the Organization needs a new skill or skills created to accept interactions.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Skills.

  3. Click on the Add New button, and a popup will appear.

  4. Fill in the required info and click on the Next button.

  5. Verify the information is correct and click Next to complete the creation of a skill.


How is a skill updated?

Update Skills is used when an Organization needs to update skill information within the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Skills.

  3. Once within the Skill Management menu, navigate to the Skills tab and find the skill that needs to be updated and press the edit button to have a popup appear

  4. Edit the fields in the popup that are in need of editing and click on the Next button to enter the next screen.

  5. Verify the information and click Save to complete the update of the skill.


How are users assigned or removed from skills?

Assign/Remove Skills is used when an Organization requires a user, or multiple users, to be assigned to a single or multiple skills. The Organization can also see what users are assigned to a single, or group of, skills.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Skills.

  3. Once within the Skill Management menu, navigate to the Skills Users tab. From there select the skill or skills that need users assigned or removed. Once the selections are completed, select the desired action.

  4. Once the selection has completed the User will appear within, or be removed from, the “Users with Skills” box.


How are skills deleted?

Deleting Skills is used when a skill is no longer required to have interactions routed to the skill.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Skills.

  3. Navigate to the Skill that no longer requires interactions and click on the Delete icon. Be aware that once the skill is deleted, no interactions would come through to this skill.


What is role management

Role Management is where an Admin of CoreINTERACT can log in and update permissions that roles possess. This is where the Admin controls what users can do within the system. Roles refers the security portion that can allow users to see, edit, create, or delete certain entities within the tool. To get to the Role Management page, follow the below instructions. Following those instructions please ctrl-click the desired sub category.


How is a role created?

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Roles.

 

  1. Click on the Add New button, and a popup will appear.

  2. Fill in the required info and click on the Next button.

  3. Verify the information is correct and click Next to complete the creation of a Role.


How is a role updated?

Update Skills is used when an Organization needs to update skill information within the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Roles.

 

  1. Once within the Skill Management menu, navigate to the Skills tab and find the skill that needs to be updated and press the edit button to have a popup appear

  2. Edit the fields in the popup that are in need of editing and click on the Next button to enter the next screen.

  3. Verify the information and click Save to complete the update of the skill.


How are permissions assigned or removed from roles?

Assign/Remove Permissions to Roles is used when an organization needs to add or remove addistion permissions from a role.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Roles.

 

  1. Once within the Role Management menu, navigate to the Roles Permissions tab. From there select the role or roles that need permissions assigned or removed. Once the selections are completed, select the desired action.

  2. Once the selection has completed the permissions will appear within, or be removed from, the “Permissions with Roles” box.


How is a role deleted?

Delete Role is used when an organization no longer requires the role to be assigned to users.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Roles.

 

  1. Navigate to the Role that no longer required and click on the Delete icon. Be aware that once the Role is deleted, it will be removed from anyone that it was assigned to.


What is organizational management?

Organizational Management is where an organization controls the Hierarchy of either the Roles, or the Users within CoreINTERACT. This is how the organization can control which agents the supervisors have on their team. The supervisors then have the supervisor abilities for interactions.


What is role hierarchy?

Role Hierarchy is where the Organization can control which roles answer to other roles. For example, a Manager is in charge of a Supervisor, who is in charge of a team of agents.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Organization Management

  3. Once within the Organization Management menu, navigate to the Roles tab. This will bring up the Hierarchy tree. Rearrange this by clicking and dragging the desire role to the desired location. In the below example, the Test Role answers to the Agent, that answers to the Supervisor, that answers to the SuperAdmin. This can be setup anyway the Organization desires.


What is user hierarchy?

User Hierarchy is used when the Organizations wants to assign certain users to certain supervisors. This acts in a similar way to the Role Hierarchy but allows the organization to assign certain agents to certain supervisors.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Organization Management

  3. Once within the Organization Management menu, navigate to the Roles tab. This will bring up the Hierarchy tree. Rearrange this by clicking and dragging the desire role to the desired location. In the below example, the Core Interact Support user has the Test User and Demo Agent below them on the Hierarchy tree. This means the Core Interact Support user will be able to see all interactions of the Test User and Demo Agent, however the Test User and Demo Agent cannot see each other’s interactions.


What is the Voice Prompts/Mailbox section used for?

The Voice Prompts/Mailbox menu is where the Organization can place any prompts that are required within the system as well as set up the Voicemail functions. This can be a Welcome Message, or a Menu granting the caller certain options.


How is a voice prompt created?

Create Voice Prompts is used when an Organization needs to create a new voice prompt for workflow within the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Click on the Add New button, and a popup will appear. There are 2 ways to create a voice prompt.

  4. Follow these step within the Record an Audio tab to record the voice prompt from within the browser:

    1. Enter the name

    2. Start recording the voice prompt. Please be aware, when the Record button has been clicked, the recording will start immediately.

    3. Click the Stop button once the recording has been completed

    4. Click Save to save the new Voice Prompt. There is no verification popup after the Save button is clicked.

  5. Follow these steps within the Upload a File tab if the organization has pre-recorded voice prompts. File types and formats do not matter as CoreINTERACT does the conversion on the backend.

    1. Enter the Name of the recording

    2. Browse to the location the recording is saved by clicking the “Choose File” button

    3. Click Save to save the new Voice Prompt. There is no verification popup after the Save button is clicked.


Update Voice Prompts

Update Voice Prompts is used when an Organization needs to update a voice prompt that is currently being utilized.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Once within the Voice Prompts/Mailbox menu, navigate to the Voice Prompts tab and find the skill that needs to be updated and press the edit button to have a popup appear

  4. Enter the New Name (If required) and record the new message by clicking the record button. Once finished, click the Stop button and the new recording will appear. Click on Save to save the recording. Please note, no verification box will pop up at this stage.

  5. Follow these steps within the Upload a File tab to upload a new file that has been pre-recorded.

    1. Enter the New Name (If required)

    2. Click on “Choose File” to browse to the location that the prerecorded message has been saved.

    3. Click Save to save the new Voicemail Greeting. There is no verification popup after the Save button is clicked.


 How are voice prompts updated?

Delete Voice Prompt is used when an organization wants to delete a voice prompt permanently that is no longer required.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Navigate to the Voice Prompt that is no longer required and click on the Delete icon. Be aware that once the voice prompt is deleted, it will no longer be able to be played in any places it was being utilized.


What is the Voicemail Greeting section used for?

Voice Mail Greetings are used when an organization needs a voicemail greeting created within CoreINTERACT. The voicemail greeting then needs to be assigned to a voicemail box.


How is a voicemail greeting created?

Create Voicemail Greeting is used when an organization needs to create a new voicemail greeting to be attached to a voicemail box.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Click on the Add New button, and a popup will appear. There are 2 ways to create a voicemail greeting.

  4. Follow these steps within the Record an Audio tab to record the voice prompt from within the browser:

    1. Enter the name

    2. Start recording the voicemail greeting. Please be aware, when the Record button has been clicked, the recording will start immediately.

    3. Click the Stop button once the recording has been completed

    4. Click Save to save the new Voice Prompt. There is no verification popup after the Save button is clicked.

  5. Follow these steps within the Upload a File tab if the organization has pre-recorded voice prompts. File types and formats do not matter as CoreINTERACT does the conversion on the backend.

    1. Enter the Name of the recording

    2. Browse to the location the recording is saved by clicking the “Choose File” button

    3. Click Save to save the new Voicemail Greeting. There is no verification popup after the Save button is clicked.


How is a voicemail greeting updated?

Update Voicemail Greeting is used when an Organization needs to update a voice prompt that is currently being utilized.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Once within the Voice Prompts/Mailbox menu, navigate to the Voice Prompts tab and find the skill that needs to be updated and press the edit button to have a popup appear. There are 2 ways to update a Voicemail Greeting.

  4. Follow these steps within the Record an Audio tab to record the voice prompt from within the browser:

    1. Enter the New Name (If required)

    2. Record the new message by clicking the record button.

    3. Once finished, click the Stop button and the new recording will appear.

    4. Click on Save to save the recording. Please note, no verification box will pop up at this stage.

  5. Follow these steps within the Upload a File tab to upload a new file that has been pre-recorded.

    1. Enter the New Name (If required)

    2. Click on “Choose File” to browse to the location that the prerecorded message has been saved.

    3. Click Save to save the new Voicemail Greeting. There is no verification popup after the Save button is clicked.


How is a voicemail greeting deleted?

Delete Voicemail Greeting is used when an organization wants to delete a voicemail greeting permanently that is no longer required, or the organization has created a new greeting that has already been initiated.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Voice Prompts/Mailbox.

  3. Navigate to the Voicemail Greeting that is no longer required and click on the Delete icon. Be aware that once the Voicemail Greeting is deleted, it will no longer be able to be played in any places it was being utilized.


What are Voicemail Settings used for?

Voicemail Settings is where the organization sets up the voicemail boxes. This is where the recordings are set, and where the permissions to see and hear the voicemail boxes are controlled. The Organization can set up the voicemail boxes at the Tenant level, or the Skill level. The Tenant level voicemail is for the entire tenant and used more as a catchall.


What is the Tenant Voicemail Settings?

***NEVER DELETE THE TENANT LEVEL VOICEMAIL BOX***

The Tenant Level voicemail is setup within the Tenant Level section. The Tenant Level Voicemail box is setup upon Tenant Creation. This will be setup with everything below except the Greeting and Access. The Organization must create a greeting to load in order for the voicemail box to be used. To change access to the voicemail box the organization must select a Skill. If the Organization adds additional agents, those agents will also have access to the voicemail.


What is the Skill Level Voicemail Settings?

Skill Level Voicemail Settings is where an organization can create, update, or remove a Skill Level voicemailbox. This setting allows an organization to setup multiple voicemail boxes based on Skill level. For more information on skills, please navigate to the Skills Management section.


How is a skill level voicemail box created?

Create Skill Level Voicemail Box is used when an Organization wants to create a new voicemail box for a certain skill.

  1. Within the Skill Level voicemail section click on the Add New button and a new voicemail box will appear.

  2. Follow these steps to create the new Skill Voicemail box:

    1. Add a new name to the new skill level voicemail box

    2. Select the greeting that will be associated to the voicemail box. There are 3 options for selecting a greeting

      1. Record an Audio. For information on how to record audio please navigate to the Create Voicemail Greeting section

      2. Upload a file. For more information on how to upload a file please navigate to the Create Voicemail Greeting section

  • Select Greeting will allow the organization to select greetings that have already been added to the system via Voice Prompts

  1. Select the skill that will have access to the voicemail box

  2. Select any additional agents that will have access


How is a skill level voicemail box updated?

Updating Skill Level Voicemail Box is used when an organization needs to update a voicemail box but does not want to create a new box.

  1. There are only a few items that can be updated in the Voicemail box. Upon completion please make sure to click on the “Save Changes” icon

  2. Items that can be updated include the following:

    1. Name: Update this to the new name the Organization wants it to be. If the organization wants it to be the same, simply do not make a change in this section.

    2. Greeting: Click on the edit icon and follow the same steps to update as was followed in the Create Skill Level Voicemail Box If the organization wants it to be the same, simply do not make a change in this section.

    3. Skill: From the dropdown select the skill that needs to access the voicemail box. If the organization wants it to be the same, simply do not make a change in this section.

    4. Agent: Select or remove the desired agents that need to be updated. If the organization wants it to be the same, simply do not make a change in this section.


How is a skill level voicemail box deleted?

Delete Skill Level Voicemail Box is used when an organization no longer needs a voicemail box associated with a certain skill.

***NEVER DELETE THE TENANT LEVEL VOICEMAIL BOX***

  1. Navigate to the voicemail box that is no longer required, within the Skill Level section and click on the “Remove” button. A confirmation popup will appear. Select the desired action.

 


What are Hours of Operation?

Hours of Operation is how an organization sets up the open, closed, and Holiday hours for the business. This is set up and can be on a per workflow level.


How is a new hours of operation created?

Create Hours of Operations used when an Organization needs to create an Hours of Operation for use within a workflow within the system.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Hours of Operation

  3. Click on the Add New button, and a popup will appear.

  4. Enter the name of the new Hours of Operation and select the time zone it will be active for. Select which days the organization will be opened, and which days they will be closed. If the organization will be open, put in the Open Time and the Close Time for the corresponding day. Once the times have all been set click Next

  5. A popup of a Calendar will then appear. Select what holidays the organization will observe, as far ahead as desired, and click Next

  6. Confirm the information on the following popup, and click Save


 How are Hours of operation updated?

Update Hours of Operation is used when an organization wants to update an existing Hours of Operation, instead of creating a new one.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Hours of Operation

  3. Once within the Hours of Operation menu, navigate to the Hours of Operation tab, find the option that needs to be updated and press the edit button to have a popup appear

  4. Edit the Hours of operation in whatever fashion is required and click Next

  5. A popup of a Calendar will then appear. Edit what holidays the organization will observe, as far ahead as desired, and click Next.

  6. Confirm the information on the following popup, and click Save


How are hours of operation deleted?

Delete Hours of Operation is used when an organization no longer requires the Hours of Operation to be utilized within a workflow.

  1. Login to CoreInteract by navigating to https://login.coreinteract.com and entering the user credentials with elevated roles.

  2. Navigate to the Edit menu and select Hours of Operation

  3. Navigate to the Hours of Operation that no longer required and click on the Delete icon.


What is Organization Settings used for?

Organization Settings are settings that are setup by the Organization and are set for the entire tenant regardless of any other settings within the system.


What is Active Conversation Threshold?

Active Conversation Threshold refers to the number of conversations (Also interactions) that an agent can have ongoing at the same time. The number of audio conversations will always be 1. Each additional interaction will continue to be counted until the interaction is closed.


What is the Default Conversation Routing Method?

Default Conversation Routing Method refers to how the interactions will be routed within the Organization. The types of routing methods available within CoreINTERACT are below.

  1. Round Robin. This method will invite Agent A. If Agent A accepts the call, they will be placed at the back of the line to accept interactions. If Agent A rejects the interaction or lets it time out, it will roll to Agent B and Agent A will receive the next interaction. If Agent A accepts the interaction, the next interaction will go to Agent B.

  2. This method will invite all available agents to the interaction. Once the conversation has been answered, agents will no longer be rang.

 


What is the Invitation Timeout?

Invitation Timeout refers to how long each Agent will receive an interaction before it rolls to the next agent in line. This setting is in seconds. If this setting is set to 10 seconds, Agents will have 10 seconds to answer the interaction until the interaction moves on to the next agent in line.