Interactive Training Guide

Learn step-by-step how to provision and build your contact center.

1. How to Provision a QueueROUTING ENGINE

Queues are the backbone of your contact center. When users call in, they wait in a Queue until an agent is available. Here is how you create your first AI-routed queue.

1

Navigate to the Queue Controller

Click on "Queues" under the Call Center section in the left navigation sidebar.
2

Open the Provisioning Panel

Click the purple "Provision Queue" button located in the top-right header area. An interactive modal will appear over your screen.
3

Configure the Example Queue

Fill out the fields exactly like this sample:
Queue Name:VIP Enterprise Escalation
Routing Type:Skills Based
Strategy:Neural Idle
Initial Agent Capacity:15
Overflow Threshold:300 sec
Overflow Target:Voicemail
4

Activate It!

Click "Activate Queue". The dashboard will automatically assign it a tracking ID (e.g., `Q-CUST-842`) and drop it directly into your Live Telemetry table. It is instantly active and routing calls.

2. How to Build an IVR TreeAUTOMATION

The Interactive Voice Response (IVR) studio is a visual drag-and-drop canvas for building auto-attendant menus ("Press 1 for Sales...").

1

Navigate to IVR Studio

Click on "IVR Builder" under the Call Center section in the navigation menu.
2

Drag Nodes onto Workspace

On the left edge of your screen is the Neural Node Palette. Drag a "Welcome Audio" node onto the grid. Try dragging a "Main Menu" node immediately underneath it.
3

Connect the Logic

Hover over the bottom of the "Welcome Audio" node until a dot appears. Click and drag your mouse to the top of the "Main Menu" node to draw a connection line. You have just created routing logic!
4

Procedural Generation (Advanced Method)

Instead of dragging, click "View JSON" in the top right. Erase the code inside and paste this example array:
{
  "nodes": [
    { "id": "1", "position": { "x": 250, "y": 100 }, "data": { "label": "Welcome Protocol" }, "type": "default" },
    { "id": "2", "position": { "x": 100, "y": 250 }, "data": { "label": "Billing Queue" }, "type": "output" }
  ],
  "edges": [
    { "id": "e1-2", "source": "1", "target": "2", "label": "Press 1" }
  ]
}
Click "Apply Updates". The app instantly generates a two-node phone script on your visual canvas!

3. Injecting a Manual CallbackCUSTOMER RETENTION

Sometimes, phone systems miss things or an agent needs to add someone to the virtual hold line manually (e.g., from an email request).

1

Access the Callback Queue

Navigate to "Callbacks" in the sidebar menu. Look at the grid of active SLA metrics.
2

Open Manual Injection

In the extreme top-right corner, click the bright "Add Manual Request" button.
3

Define the Customer Parameters

Fill in the example details for an irate customer who emailed in:
  • ✨ Customer Name: Alex Mercer
  • ✨ Phone Number: +1 (415) 555-0899
  • ✨ Priority Override: Critical
4

Inject the Request

Click "Inject Request". The system generates an immediate callback token, assigns it a flashing pulse state in your table list, and alerts the next available agent that "Critical" priority SLA is now active.