Welcome

This Starter Guide is a high-level approach looking at the initial setup of your omnichannel module within Leap Connect. Use this guide as a quick start overview to the setup process. The following will be covered:

  • Terms
  • Platform Hierarchy
  • Building Out The Tenant (Your Customer Account)
    1. Campaigns
    2. Activities
    3. Skills
    4. Queues
    5. Users
    6. User-Skills

General Terms

TenantCustomer's account
ProjectProjects per Tenant contain Campaigns and Teams belonging to that specific Project
CampaignCampaigns belong to a Project. Multiple Campaigns can exist under one Project. Users log into a Campaign. Activities are selected on the Campaign level
QueueMultiple Queues can exist under one Campaign. Queues receive the incoming calls after routing. A Queue needs a Skill to assign users to it
RoutingUsed by a Phone Number to distribute calls to different Queues. Routing uses data from Sounds
Phone NumberPhone Numbers are used to receive calls and Routing determines which Queue receives which call. This can be a DID or Toll-Free Number
SoundsDatabase containing Sounds to be used in Routing for IVRs, voicemail queues, music-on-hold, etc
TeamA group of Users on a Project. Teams may vary per Project
UserUsers are assigned and have an account per Tenant. When the User goes to work for another Tenant, he or she receives a new account for that Tenant
ActivitiesActivities are used by Users to indicate what work they are currently doing. Activities are set separately for each Campaign
SkillSkills are assigned to Users based on their individual skill set and are linked to a Queue


Platform Hierarchy



Campaigns


A Campaign is defined as an action that is intended for a particular purpose. In the call center world, a Campaign is based on customer interaction, which vary in nature. Think of telephone sales and support, market research and enrichment of information as campaign types.


The customer interaction can be established in different ways. Here we distinguish two main groups; where classification is based on the nature of the relationship with the customer.

  • Inbound – For an inbound campaign, the initiative for a meeting is with the customer. The customer dials a phone number and then gets an agent on the phone. The agent answers questions about a product or service, the status of a delivery or takes an order.
  • Outbound - For an outbound campaign, the initiative lies not with the customer, but the customer is approached by a company or institution. 

 

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Creating A New Campaign


To create a new Campaign, you can use the +Add button and a new window will appear. While a new Campaign is divided into multiple tabs and inputs, below are the components within Campaign tab which must be set for a basic configuration.

  • Campaign Name: This is the title of the campaign and is used for a display in the overview and reports as well as visible in the dashboard of the agent desktop
  • Tenant: Assign to the appropriate customer

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The remaining components and inputs are set at the default level for basic configuration.


Managing Campaigns

Within the “Campaign Management” screen, you have access to an overview of your Campaigns using the search panel. Search is possible with a free search or a request for a complete overview of all Campaigns.

You also have the opportunity to assign Activities to your Campaigns. You do this by selecting a Campaign. At the bottom of the screen, the overview of activities will appear within Campaign – Activity Management. In this overview, you can use the + and - buttons to assign one or several default Activities to a Campaign. In the next section, we will show you how to create a New Activity specific to your needs

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Activities

The customer interaction process is associated with a number of Activities which are necessary to achieve a successful interaction with the customer. There is a set of logical and practical activities which you can use immediately, and you also have the freedom to give an interpretation to the use of these activities.

 

The following Activities are part of the group activities that are directly associated with the deployment of agents on a Project. These are the Activities that are a basis for the timesheets and thus are an important part of invoicing a Project.

 

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By selecting the Activities option in the Management section, you will navigate to the “Activity Management” screen. This screen shows an overview of all available Activities. 

 

Creating a new Activity is achieved by selecting the + Add button and adding following information:

  • Activity Name: Label the activity
  • Customer Interaction: Check appropriate interaction (if needed)
  • Billing Type: Choose type
  • Tenant: Assign to the appropriate customer 

Skills

The Skills module will give you access to manage the skill levels on all active Users. Under Management, select the menu option Skills. While in the “Skill Management” window you can create and edit the Skills of the Tenant. 

 

To create new Skills, choose +Add button. This will open a new window titled “Create Skill”.

  • Skill Name: Choose a unique Skill Name
  • Tenant: Assign to the appropriate customer
  • Active: Activate or deactivate a Skill using this checkbox
  • Save progress by clicking Save button


Queues

A Queue is a place where conversations are offered to Users according to your preferences. By choosing Queues in the Management module, you enter the “Queue Management” overview where you can search for existing Queues or create a new Queue.

 

Creating A New Queue

 

To create a new Queue, click the + Add button. You will see the “Create Queue” window where you can configure the new Queue. The configuration is made up of the following components:

 

Routepoint

  • Queue Name: This information determines the visible display in the results charts, reports and dashboard of the Instance Agent Desktop. This allows an Agent insight into the origin of the call
  • Tenant: Choose the appropriate customer
  • Campaign: Choose the appropriate Campaign for this Queue to be assigned to
  • Active
  • Type: Options include standard Inbound and Outbound along with Queue types like Chat and Email

 

 

Reporting

  • Report Campaign: Choose appropriate Campaign for Reporting 


Call Routing

  • Routing Strategy: Set to queues_mc_inbound_liar for inbound campaign
  • Skill: Choose appropriate Skill

 

 

 

Users

In order to access and utilize the platform, a User must be created within the Tenant by an Administrator. User authorization takes place when logging in based on the privileges that apply to that User .

 

NOTE: If the User credentials are invalid, an error message will be displayed. An account cannot be locked out by repeatedly entering invalid information. If the password is forgotten or lost, it can be retrieved by an Administrator on the Tenant. The platform supports most modern web browsers to include: Internet Explorer, Firefox, Opera, Safari and Google Chrome.

 

Creating A New User

 

Navigate to the Users option under the Management section of the left sidebar. After selecting the option, the browser will load the “User Management” window. Choose the + Add User button

 

 

  • Username: This is a unique username used to gain access to the Tenant. The customer is free to define the naming convention of Users
  • Password: Allows customer to enter a new password via the Choose Password button or View Password will provide a system assigned password
  • Fullname: User’s full name
  • Tenant: Displays all active Tenants. Choose the appropriate customer
  • Campaign: Displays all active Campaigns under the assigned Tenant. By selecting a Campaign, this User will be linked to that specific Campaign
  • Role: Sets the User’s privileges


User-Skills

The User-Skills overview will give insight into the skill levels on all active Campaigns. Under Management, select the menu option User-Skills. In this window, select an active Tenant and Campaign from the dropdown menu at the top of the screen to edit skills dynamically.

 

While in the “User-Skills Management” window, the Administrator can edit the skill levels of all active Users on the selected Campaign. Adjustments in skill levels, up or down, are shown in green and red respectively. You can save adjustments with the Save button. Standard convention for skill levels are 1 to 5, but you can decide your own settings if preferred.

 

 

Assigning Skills To Users

 

The Skill-Management will give you an overview of your Skill database. By using the search panel, you can view and manage your Skill list. You can also search by Skill Name, Status and Tenant.

 

Once you are in the “Skills Management” section and have chosen your search function, the result of your search is a list of Skills. You now have the ability to assign these Skills to Users. Selecting a Skill will result in a new list at the bottom of the page of Users.

 

You can now add or remove kills by using the + Add or – Remove buttons. By utilizing a Skill Level, you can distinguish Users with the same Skill. You can specify which group within the available Users get preference in handling calls. This is done by filling out a random number, with the higher number being the higher reference. For example, Skill Level 2 will supersede Skill Level 1.