V3 Tools
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
What’s about
In this section, you will find a set of tools available for both Administrators and authorized Users to configure and manage the system. These tools provide the necessary functionality to customize the system’s operations and ensure it meets specific requirements.
Some tools are tailored to configure settings for a particular channel. For instance, "Trunks" is dedicated to the Voice channel configuration.
Each tool is designed to address particular needs within the system and may require different levels of permissions depending on the user's role and the complexity of the configuration.
Sections
Create predefined canned answers that the agent can use to respond quickly and efficiently to customer inquiries.
Configure the cloud providers to be used in the system (Amazon AWS, Google Cloud, Microsoft Azure and OpenAI).
Create custom dashboards tailored to monitor the metrics most important to your business and enhance performance.
Create dispositions that agents can use to efficiently categorize and track the type or resolution of each interaction.
Define time intervals to be used in action flows or IVR projects to determine when an application can be executed.
Configure bots for Voice and other channels using ChatGPT, after the setup of a Cloud Provider with OpenAI.
Create Pause Statuses that agents and supervisors can apply to track different pauses throughout the workday.
Create Pause sub-statuses to provide more detailed information and improve tracking of agents' workday activities.
Schedule automated extractions your reports (default or custom) available in the Analytics section.
Upload and manage audio files to be used in IVR projects and campaigns or in queues for periodic announcements.
Create custom labels, color-coded for easy differentiation, to categorize contacts and interactions within the system.
Create HTML templates to be used within the system, such as customizing trigger popups with specific variables.
Create triggers to automate actions and integrations based on certain settings and conditions.
Configure the SIP connection between XCALLY and your VOIP provider as a key step in setting up the voice channel.
Create variables that can be used in the system, for example in IVR projects, integrations, canned answers and templates.