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

You can create the queue and, optionally, include features such as the caller priority feature which allows you to dynamically progress calls.

Matching Rule Schedules

You can, optionally, configure schedules for assigning to matching rules, allowing you to customise agent group availability to specific times.

Skill Matrix

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

Media Management

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

You can record prompts and create text prompts which CONDUCTOR converts to speech using its Text to Speech (TTS) facility.

Announcements

You can 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

When building the menu, you can assign voice media and actions.

Scheduling

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

Schedules

You can build a time schedule for executing actions via the FLOW Time Schedule action cell.

Time Layers

You can create time layers for inclusion in time schedules.

Call Flow

You can configure parameters, services, and access points.

This option includes the sub-menus below.

Parameters

You can define parameters which are passed to FLOW for use in FLOW scripts. 

Services

You can define services and assign parameters to services.

Access Points

You can configure access points.

Actions

You can define the actions which FLOW performs at runtime. Actions are used in menus and time schedules.

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.

Displays the online help.