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UX overview
- 19 Jun 2024
- 4 Minutes to read
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UX overview
- Updated on 19 Jun 2024
- 4 Minutes to read
- Print
- DarkLight
- PDF
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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.
Introduction
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.
To use a feature or capability, click a menu and select the application feature, such as 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
| Feature | Description |
|---|---|
| Call Detail Records | Access your call data using sophisticated filters to find the information you need |
| Historical reports | Create and schedule regular reports about call center and agent performance |
| Real-time dashboard | Create a dashboard using custom widgets to monitor the contact center metrics that are most crucial to your business |
Feature area: Inbound
| Feature | Description |
|---|---|
| Numbers | View, manage, and buy numbers for your contact center from all over the world |
| Queues | A system to distribute (route) inbound calls from your customers (contacts) to your users (agents) |
| Flows | Use the Flow Builder to design, configure, and manage sophisticated interaction flows based on business processes. |
| Blocked numbers | Specify a list of numbers that cannot call your contact center |
Feature area: Outbound
| Feature | Description |
|---|---|
| Dialer campaigns | Create powerful outbound dialing campaigns that maximize your call success |
| Caller ID groups | The list of Caller ID numbers that are grouped together for outbound calling strategies |
| Number validator | Lookup phone numbers to ensure they are valid before using them for outbound dialing. |
| Caller ID Risk Check | Ensure that your calls appear safe to your contacts and that your calls will be answered |
| Call suppression | The 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 may not be suppressed (temporarily blocked) during outbound calling |
Feature area: Users
| Feature | Description |
|---|---|
| Users | The list of all agents, supervisors, and other contact center personnel that are part of your inbound and outbound business strategies |
| Teams | A group of users that work on a common business process |
| Skills | A 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
| Feature | Description |
|---|---|
| System settings | Global settings for your contact center that determine what features are available and how they should function |
| Webhooks | Subscribe to call events that you can use for your automated workflows, custom integrations, and automated tasks. |
| Billing | Information about your account and its current status |
| Security access groups | The list of user roles and their specific access permissions |
| Digital channels | Connect, configure, and manage digital channels to your contact center to enable your agents to handled omnichannel interactions. |
| Integrations | Use these settings to integrate your CRMs and other services with Voiso. |
| Allowed hosts/subnets | The list of allow list IP addresses for your contact center |
| Media | The audio files that are played to your contacts and users during different phases of call routing and handling |
| Unavailable codes | The list of reaons that an agent can select when they set their status to Unavailable |
| Wrap-up Codes | The list of custom call outcomes that agents can select when they complete a call |
| Topics | Specify which topics are enabled for the Topic Identification feature, which automatically categorizes call recordings with relevant topic labels. |
| Keyword groups | If Speech Analytics is enabled, this list enables you to specify the words and phrases you want to monitor |
| Message templates | Templates that agents can use for SMS and omnichannel messaging |
| Sender ID groups | The IDs that are used for SMS and omnichannel messages |
| Delete recordings | A tool to manage and delete call recordings to ensure that you are in compliance with local legislation |
Feature area: Messaging
| Feature | Description |
|---|---|
| Broadcast messages | Send 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:
- How to set up your contact center
- How to set up your equipment and softphone
- How to enable outgoing calling
- How to start receiving calls with Voiso
- Numbers
- Security Access Groups
- Speech analytics
- White labeling
- System Settings
- Use Cases
- Administration
- Users
- Multi-factor authentication
- Number masking
- CRM integration
- Third-party integration
- Glossary
Supervisors and managers should check out these articles:
- Broadcast messages
- Speech analytics
- Customizable dashboards
- Real-time dashboard
- Historical reports
- Call Details Record
- Users
- Teams
- Queues
- Flows
- Agent Panel
- Wrap-up codes
- Keyword groups
- Media
- Unavailable codes
Developers should check out the developer portal:
Agents should check out these articles:
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