How to add CC Pro to a user in the Admin portal

• Log in to the Admin portal.
• Click on Users.
• Navigate to Additional Services.
• Select the User.
• Add CC Pro.
• Click Save.

How to activate Tickets on a queue level in the desktop app

1. Log into the desktop app.
2. Go to the PBX Services tab.
3. Click on the queue you wish to add this feature to.
4. Go to Settings (in the top right corner).
5. Click on Tickets.
6. Click on "Auto-create tickets on incoming calls" and choose when Tickets should be activated on this specific queue:

  7. Go back one step and choose if Tickets should be closed on hangup and/or on a missed call.

Related tickets

1. Click on one of the tickets in the list associated with the customer.
2. Here you can see the chat conversation with the customer. 
3. Under this function, you can assign the ticket to yourself, close the ticket, choose that the ticket should be unassigned or assign the ticket to a colleague.
4. Click here to go to the original ticket to create internal notes.

Create contacts from Tickets

When you create a contact on a ticket, the contact is automatically saved in your contact list in the desktop app under External Contacts. 

The contact is first only shared with you, so you can only see it, but if you would like to share the contact with your colleagues, follow the steps below:

1. Click on Go to contact card on the ticket
2. Under Contact information, you can choose if the contact should be shared with your colleagues or not. 
3. Under Contact information, you can mark the contact as your favourite and the contact will appear at the top of your contact list.

If you have chosen to share your contact with your colleagues, they will see the contact’s name when the customer calls in.

Assign a ticket to a colleague who is not a member of the same queue

You can assign a ticket to a member in the same queue, or to a colleague who is not a member of the same queue, under the section Assignee. 

To be able to assign a ticket to a colleague outside the same queue, that colleague needs to have the additional service CC Pro.

Follow the steps below to assign a ticket to a colleague who is not a member of the same queue:

1. Click on Members.
2. Click on Add member.
3. Choose your colleague by clicking on the plus sign.
4. Last but not least, click on Add.

Good to know:
If you assign a ticket to a colleague who does not have CC Pro, a pop-up window will inform you that the colleague you tried to assign a ticket to needs to have CC Pro.

Mentions

If you want to share information and knowledge or contact a colleague, you can do this by mentioning the colleague in the ticket. Simply write “@” and choose your colleague in the list.

The colleague receives a notification and an email that he/she has been mentioned in a ticket. If the colleague misses the notification, he/she can find the ticket in the email.

Subject

Under Subject you can add a Subject on the ticket. For example the customer ID or simply write a title what the ticket is about. The subject will be visible on the ticket both here and here in the ticket list.

Tags

On your ticket, you can tag your ticket with the topic it relates to.
If you don't find a tag that is suitable for your ticket, write the name of the tag in the empty field and click on “new tag”, the tag is then saved for everyone to use.
You and all your colleagues with whom you share this ticket can see your tag, they can also add more tags to the ticket.

AI Recording & AI Transcription

If you have the additional service “Recorded Calls” you have the opportunity to listen to the call recording directly after the finished call, you can read the whole conversation with the customer, you can generate a summary of the call and add it to internal notes. 

1. Click on the Play symbol to listen to the call recording. 
   
2. If you click on Generatetranscript you can get the whole call transcribed into text. You will here get a pop up window with GDPR information, when clicking Transcribe you accept these conditions.
   
3. On the three little dots you have three different alternatives.
   
   1. Suggest tags - the system will automatically generate tags based on the conversation with the customer. Click on the plus sign to add the tag to the ticket.
      
   2. Generatesummary - get a summary and overview of the conversation with the customer and which action points that needs to be taken. If you can click on “Copytointernalnotes” you can and add the whole summary in the ticket itself.
      
   3. You can also click on “Copytext” and the whole transcript here will be copied. 

Q&A

AI

How do I activate AI on Tickets?

The only requirement that is needed is call recording. In order for a user to have AI on Tickets, one needs to have the call recording feature activated. Call recording can be found and activated in the Admin Portal. When call recording is activated, AI features (transcription, summary, taggings) will automatically appear in Tickets.

Where do we store the data?

As we have integrated with Whisper/OpenAI, the data will be sent to the US. 

How do we ensure the data is safe?

We have a data handling agreement (DPA) with OpenAI that covers data handling, privacy and security. This regulates how data must be handled, stored and protected. The call recording stored in the Ticket can only be accessed by the agent who participated in the call (same applies to transcription, summary and tags).

Can the AI transcription handle different languages and dialects?

The AI transcription supports several different dialects and over 57 different languages.

What is AI summarization and how can it help me?

AI summarization works very well if a long conversation has been transcribed and there is no time to read through everything, then you can choose to summarize the transcription and get a brief overview of what the conversation was about.

How are AI tags used in contact centers?

AI tags are used to categorize conversation topics and keywords to create insights about what the conversations are about. In the future, AI tags will have a greater role in reporting as well, where you will be able to see what customers are calling about the most.

Are your AI features integrated with other systems we use?

Our AI features are not yet integrated with other systems. They can only be used in Tickets.