UX overview
    • 08 Mar 2024
    • 4 Minutes to read
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    UX overview

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    • PDF

    Article Summary

    Who should read this article: Administrators

    The Voiso CCaaS platform enables you to set up and run your contact center from one powerful interface. Admins, agents, and supervisors access features, tools, dashboards, and settings according to their user role.


    The Voiso Contact Center as a Service (CCaaS) application enables you to set up and run your contact center from one powerful interface.

    Sign in to Voiso, then access all the application features from the navigation bar.

    Voiso Main Menu Bar

    To use a feature or capability, click a menu and select the application feature, such as Real-time dashboard.

    Voiso Main Menu Select Real-time Dashboard

    The menus that are available to you depend on your role in the contact center and what capabilities you have purchased. The following table summarizes the Voiso menu options.

    Feature area: Reporting

    Call Detail RecordsAccess your call data using sophisticated filters to find the information you need
    Historical reportsCreate and schedule regular reports about call center and agent performance
    Real-time dashboardCreate a dashboard using custom widgets to monitor the contact center metrics that are most crucial to your business

    Feature area: Inbound

    NumbersView, manage, and buy numbers for your contact center from all over the world
    QueuesA system to distribute (route) inbound calls from your customers (contacts) to your users (agents)
    ScriptsA process that defines when and how inbound calls are routed in your contact center for each inbound number you use according to your business strategy
    FlowsUse the Flow Builder to design, configure, and manage sophisticated interaction flows based on business processes.
    Blocked numbersSpecify a list of numbers that cannot call your contact center

    Feature area: Outbound

    Dialer campaignsCreate powerful outbound dialing campaigns that maximize your call success
    Caller ID groupsThe list of Caller ID numbers that are grouped together for outbound calling strategies
    Caller ID Risk CheckEnsure that your calls appear safe to your contacts and that your calls will be answered
    Call suppressionThe list of suppressed (temporarily blocked) outbound numbers that will not be redialed until after certain conditions are met along with the list of numbers that cannot be suppressed (temporarily blocked) during out about calling

    Feature area: Users

    UsersThe list of all agents, supervisors, and other contact center personnel that are part of your inbound and outbound business strategies
    TeamsA group of users that work on a common business process
    SkillsA list of agent skills specific to your business. Skills are assigned to users to enhance call routing to the agent or queue with the best qualifications to handle specific calls

    Feature area: Administration

    System settingsGlobal settings for your contact center that determine what features are available and how they should fuction
    CRM Integration settingsVoiso works with many different CRMs. Use these settings to integrate your CRM with Voiso
    Unavailable codesThe list of reaons that an agent can select when they set their status to Unavailable
    Wrap-up CodesThe list of custom call outcomes that agents can select when they complete a call
    MediaThe audio files that are played to your contacts and users during different phases of call routing and handling
    Allowed hosts/subnetsThe list of allow list IP addresses for your contact center
    BillingInformation about your account and its current status
    Keyword groupsIf Speech Analytics is enabled, this list enables you to specify the words and phrases you want to monitor
    Security access groupsThe list of user roles and their specific access permissions
    Message templatesTemplates that agents can use for SMS and omnichannel messaging
    Sender ID groupsThe IDs that are used for SMS and omnichannel messages
    Delete recordingsA tool to manage and delete call recordings to ensure that you are in compliance with local legislation

    Feature area: Messaging

    Broadcast messagesSend messages to users and teams in your contact center

    Voiso UX

    Voiso endeavors to provide you with a consistent user experience (UX) as you leverage features to maximize your productivity and the efficiency of your contact center, whether you are an agent handling inbound or outbound interactions, an administrator configuring and maintaining your contact center, a manager conducting an outbound calling campaign, or a supervisor monitoring agents and contact center performance, Voiso has features for you.

    Administrators should check out these articles:

    Supervisors and managers should check out these articles:

    Developers should check out the developer portal:

    Agents should check out these articles:

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