CONDUCTOR Overview

A storm contact centre routes incoming contacts to their destinations using the following elements:

Access points
Services
Queues
Users

Each incoming contact enters the contact centre through an access point and is then routed to a service using service parameters. The service processes the interaction before passing it to a storm user (agent) via a queue.

Access Points

An access point is an entry point that is used by a contact to enter the storm platform and can be any of the following types:

	A telephone number or an SMS short or long code
	An email address
	A web chat URL
	A Facebook page
	A Facebook direct message account (Messenger)
	A Trustpilot business page
	A LINE number
	A WhatsApp number

Access points are unique to your organisation and are set up by Content Guru when your system is provisioned. You connect an access point directly to a user or to the service that you want to run when traffic hits the access point (for example, when a caller dials one of your telephone numbers or sends an email to one of your email addresses).

Services and storm FLOW

A service contains the logic for processing a contact's communication that has arrived via the connected access point. The processing typically results in the contact being routed to a destination such as a queue.

CONDUCTOR and FLOW work together to manage routing and services. Through the use of service parameters in CONDUCTOR, and a single FLOW script, multiple services can be handled at once.

Parameters are defined in CONDUCTOR. FLOW reads parameter values at runtime, via its CONDUCTOR Get Value/Get Values action cells, and stores the retrieved value in variables, for subsequent use in the FLOW script. For example, the CONDUCTOR Menu action cell is used for playing a menu of options defined in CONDUCTOR, and then retrieving the option selected by the caller. Other action cells in your FLOW script can then use this value to handle or route the call according to the option that was selected.

You can create audio prompts for your services using the CONDUCTOR application's integrated text-to-speech converter and then assigning the audio to your services in FLOW. Alternatively, you can upload external audio prompts and music from external sources, as well as record audio using your computer, and upload the recording to CONDUCTOR.

FLOW CONDUCTOR Action Cells

CONDUCTOR uses the FLOW action cells described in the following table.

Action Cell	Description
Get Value	Populates a variable with a storm CONDUCTOR parameter value for use elsewhere in the FLOW script.
Get Values	Populates multiple variables with storm CONDUCTOR parameter values for use elsewhere in the FLOW script.
Menu	Routes the caller according to a DTMF keypress defined in a menu of options in storm CONDUCTOR.
Play Announcement	Plays a storm CONDUCTOR announcement to the caller.
Time Schedule	Routes the caller according to a time schedule.
Set Service	Reroutes an inbound interaction to a different service and subsequently uses that service's ID to handle the interaction.

For information on how FLOW handles CONDUCTOR parameters, see the storm FLOW User Guide.

Queues

Many of your storm services will route contacts to queues, where each contact they will wait and listen to audio until they are answered by a storm user who is assigned to service the queue.

You create and edit queues in the CONDUCTOR workspace. You can improve the experience of your customers by creating audio prompts using the CONDUCTOR application's integrated text-to-speech converter and then assigning the audio to your queues. Alternatively, you can use external audio prompts and music that have been created outside CONDUCTOR.

Queues routes communications to agents in agent groups, using ordering rules (collectively known as matching rules).

Note: queues built in UC and CONTACT are not currently available in CONDUCTOR.

Agent Groups

Agent groups are used for assigning agents to queues. Agents are assigned to queues using the skill matrix.

The number of agent groups available is a setting (between 1 and 10), configured by Content Guru when your system is provisioned. Agent groups and corresponding matching rules are created automatically when you create queues.

Completion Code Forms

You can assign user completion codes to queues. A completion code is an item of text that is selected by a user in storm DTA (also referred to as the agent desktop) at the end of an interaction to indicate its overall outcome. Examples of completion codes are 'Purchased policy', and 'Cancelled policy'. Sets of completion codes are created as a form in UC and CONTACT.

Users and User Groups

Every storm user must belong to a user group, typically a department in your organisation. User groups are created and configured in UC and CONTACT. CONDUCTOR users are typically storm administrators and supervisors. Administrators, for example, might be members of an Administrator user group, while agents in the Sales department could belong to the Sales user group, or something similar.

You can assign CONDUCTOR elements to user groups, to limit access to them.

For example: a supervisor or administrator can create an announcement to be played whenever there is a need to inform customers about your organisation or what's happening in it. By assigning the announcement to the Sales and Marketing user groups, for example, individuals outside those user groups cannot access the announcement. Currently, the only other element in CONDUCTOR that can be assigned to user groups is a time schedule, which is used to execute actions in FLOW.

Note: by assigning announcements and time schedules to user groups, you can easily retrieve them using CONDUCTOR's global filter which allows you to filter on user groups.