Menu option

Description

Command Centre

The Command Centre provides an overview of the services you are responsible for. As an administrator or supervisor you can change the values of service parameters in real time to maintain business continuity.

Queue Management

You can create queues and edit queue properties. This option includes the sub-menus below.

Queues

• Create the queue and, optionally, include features such as the caller priority feature which allows you to dynamically progress calls

Matching Rule Schedules

• Configure schedules for assigning to matching rules, allowing you to customise agent group availability to specific times

Agents (UC Administrators only)

UC Administrators can manage agent groups. This option includes the sub-menus below.

Agent Groups

• View storm UC agent groups 
• Assign agents and other agent groups to UC agent groups
• Change whether or not assigned agents attend the agent group (opt-in to it). 

Supervisor Agent Groups

• View supervisor users
• Assign agent groups to supervisors

Skill Matrix

You can view agent queue and group (skill) assignments, and change them in real time to meet changes in call volume.

Media

You can create, upload, and delete voice media (prompts and announcements that are played to contacts as they are processed by services and as they wait to be answered in queues). 

This option includes the sub-menus below.

Prompts

• Record prompts and create text prompts which CONDUCTOR converts to speech using its Text to Speech (TTS) facility

Announcements

• Join prompts together to create a series of prompts (an announcement)

Menu Builder

You can create a recorded set of options presented to the caller during a call.

This option includes the sub-menu below.

Menus

• Add menus and assign voice media and actions to them

Scheduling

You can define schedules for routing communications according to a timetable of events.

Schedules

• Build a time schedule for executing actions via the FLOW Time Schedule action cell

Time Layers

• Create time layers for inclusion in time schedules.

Call Flow (Administrators only)

Administrators can configure parameters, services, and access points.

This option includes the sub-menus below.

Parameters

• Define parameters which are passed to FLOW for use in FLOW scripts

Services

• Define services and assign parameters to services

Access Points

• Configure access points

Actions

• Define the actions which FLOW performs at runtime. Actions are used in menus and time schedules

Dialogflow

You can add and update Dialogflow machine agents.

ServiceNow

ServiceNow users can view an audit log of selected parameter values that have been updated against a service in the Command Centre by CONDUCTOR users.

Import

You can import elements using JSON or CSV formatted files.

Note: this feature is currently restricted to the import of IVR menus only.

Audit Log

You can view and export audit logs.

storm Suite

You can launch other storm products from within CONDUCTOR.

Settings

You can:

Log out of CONDUCTOR by clicking the Log Out  button.

Select a different language from the Language drop-down list.

Help

Displays the online help.