Unified Admin Guide

Unified Admin is an Admin console that configures ExpertflowCX services and solution components.

Table of Contents:

Getting Started

Users are created and managed within Keycloak. 

At least one admin user must be created within Keycloak, with admin role, to use the Unified Admin application. 

See Keycloak Configuration to see how to create users and assign roles to users.

See Security and User Permissions -> User Authorization with Unified Admin to understand the scopes and permissions assigned to the default admin role.

Login

Users can login to Unified Admin using the Keycloak username/password. Once entered, the user authentication request is redirected to Keycloak. Upon verification, the user is allowed to log in. 

Upload License

The application for contact center agents and supervisors works with the Concurrent-user-based licensing model that provides simultaneous access to the system to a certain number of users. 

To let agents start using and logging in to , the admin user must upload the license information to Unified Admin by going to General -> License Info page. 

Two flavors of license verification are available.

See License Manager -> Concurrent user licensing to understand more on how this type of licensing works.

See License Manager to learn more about the flavors of license verification and key validation workflow.

1) Online verification by uploading License Key

With online verification, you need to upload the license key to Unified Admin to get it verified online.

On General → License Info, enter the license key, also known as, the Master API key received from the Expertflow shop in the Master API Key field under the Activate Online tab, and click Save. 

This request is then redirected to the License Manager to be verified. Upon verification, the license key is successfully uploaded.

Once saved, the uploaded key is visible from the front-end. You won't be able to change the license key. 

2) Offline verification with a License File

In case of offline key verification, Expertflow allows you to upload a license file with pre-activated licenses where all license activations are pre-generated.

In this case, click the tab, Activate Offline to upload the license file that was downloaded locally, and click the Upload button. 

The request is redirected to the License Server to verify the license file. Upon verification, the licenses are stored successfully.

To know more see Get the offline success file

Locale Settings

The locale settings allow admins to get provision of the time zone, and language settings system-wide so that each solution component shares the same locale settings wherever required. 

Provisioning the system

Step 1: Add Bot Connector

Make sure that your bot is trained with the essential training data (or is up with the default bot training). 

Tip

You must have a bot configured in the system to start creating new channels. 

To learn more about Bot-controlled conversations, see Conversation Studio - Studio Nodes. To learn more about Bot training, see Custom Connector-Bot Communication

Expand the Rasa type and click, Add Bot to add the default controller bot.

By default, Rasa Bot is supported as the controller bot with default bot training. <give a link to the bot training> 

If a Bot Connector is being used with a Channel or anywhere else, the system does not allow to delete of such a Bot until this association is removed.

Step 2: Add Media Routing Domain (MRD)

You can create, edit, and delete MRDs from the Unified Admin.

Tip

See Precision Routing to learn more about MRDs. 

The MRD for VOICE and CHAT are available by default.

To create an MRD, go to the Routing Engine menu on the left and click MRDs.

While creating an MRD, provide the following info:

Add MRD

• If an MRD is associated with a precision queue or with a Channel Type, it cannot be deleted until the association is removed.

• If some conversations are already active on an MRD, it cannot be deleted.

• MRD names are case-sensitive.

Step 3: Map MRD to Channel Type

The next step is to map one Channel Type to the MRD created in the above step.

Tip

Learn more about Channel Types in Channel related terms

The following channel types are available by default.

• WhatsApp

• Web

• Facebook

• Voice

To map a channel type to an MRD, expand Channel Manager from the left and go to Channel Types.

Choose a channel type to associate the MRD with. You can map one MRD to multiple channel types.

To know how to add more channel types, jump to Add Channel Type section.

Step 4: Create Routing Attributes

Agent attributes are created and assigned to agents so that customers can always get the right agent.

Tip

See Precision Routing to learn more about Agent Attributes.

Go to Routing Engine -> Routing Attributes and create a new attribute by clicking on the Create Attribute button, using the following table: 

Step 5: Assign Attributes to Agents

On Routing Engine -> Agents Attributes page, all Keycloak users having specified Keycloak role(s) are shown. By default, it contains the list of agents and supervisors with Keycloak roles agent, supervisor.  

Tip

See Precision Routing to learn more about how agents or users are synced. 

To assign a routing attribute to an agent, hover your mouse to an agent record and click the + icon to assign or remove an attribute to/from the selected agent. 

Click the contact picture against an agent record on the Agents List to view the agent's profile in a read-only mode; this information is fetched from Keycloak User Profile since users are created and managed from within Keycloak.

A Routing Attribute assigned to an agent cannot be deleted.

Step 6: Create a Queue 

Expand the Routing Engine menu on the left and click Queues. 

Tip

Learn more about Queues on Precision Routing

On the Queues List, add a new queue with the basic queue details using the following table:

This is an option to add Minimum or Maximum Value. However, adding value in any field can calculate the value of EWT.

The EWT is currently not visible to customers, neither in web chat widget nor for any other channel. The customer-side implementation for EWT is still pending.

Step 7: Add Steps to the Queue

Once a queue is added with the above settings, the next step is to add Queue Steps in the queue. 

Tip

Learn more about Steps, Expressions, and Terms on Precision Routing

On the Queues list, click Add Step option against the desired queue to start adding steps in the queue using the following table:

To continue adding more queue steps, go back to the Queues List, expand the desired queue, and click Add Step.

If the Routing Engine finds an agent matching to the criteria as a result of the first queue step, it won't jump to evaluate the next steps. Therefore, at the point where it gets an agent available matching the criteria, it stops jumping to the next steps.

• If there're some conversations enqueued to or active against a queue, such a queue cannot be deleted. The reason is, even if the chat request is routed to an agent, there are scenarios where it can be re-routed such as in the case of RONA. So unless all requests are closed, the queue cannot be deleted.

• A queue cannot be deleted if it is associated with a channel.

Step 8: Change Max Tasks Limit for Agents MRD

By default, each agent added to the system becomes a part of all MRDs with the default max tasks limit set as per the Maximum Tasks Requests per MRD. See Step 2 for more details. 

To change an agent's tasks limit on each MRD, go to Routing Engine → Agent MRDs page. 

All MRDs that are created are listed on Agent MRDs along with the list of all users created in the system. By default, all agents who are added become a part of all MRDs.

Select one user to change the maximum number of tasks that the agent can handle on an MRD. The dropdown contains the max limit as per the limit defined in the MRD definition (created in Step 2). Set the limit to 0 to make an agent unavailable for an MRD. 

Step 9: Add Channel Provider 

Channel providers are supported only for Web, WhatsApp via 360, and Facebook channels. 

Channel providers are used to configure the third-party vendors who will be used to send/receive messages to/from a channel. For instance, Dialog 360 and Twilio could be the two-channel providers for WhatsApp channel.  

Tip

Learn more about channel providers in Channel related terms

To add a new channel provider, go to Channel Manager →  Channel Providers.

While adding a new channel provider, provide the following information.

Follow the 360-Connector Configuration Guide to configure WhatsApp via Dialog 360. 

See Facebook Comment/DM Connector - Configuration Guide for configuring Facebook Social Media.

Step 10: Add Channel Connector 

You may create a channel connector for each new Channel Provider added to the system.

Tip

See Channel related terms to learn more on Channel Connectors.

On the Channel Connector list, click the Add New Connector button to add a new channel connector with the help of the following table:

• If a Channel Connector for a particular Channel Provider exists, the system does not allow to delete such a Channel Provider until the association is removed.

Follow the 360-Connector Configuration Guide to configure WhatsApp via Dialog 360. 

See Facebook Comment/DM Connector - Configuration Guide for configuring Facebook Social Media.

Step 11: Set up a new Channel

Add customer channels in the system to receive customer requests from relevant channels.

Tip

Learn more about channels in Channel related terms

Field	Description
Channel Name	Specify a channel name.
Service Identifier	This is the service identifier of the service that the customer dialed or reached. It could be a DN (Dialed Number) such as a WhatsApp number, any website URL, Facebook ID, Viber ID.
Bot ID	This is the Bot Connector that was added under Bot Settings.  You need to choose a bot connector here regardless of the Channel Mode. This is because a bot is an integral part of a conversation who acts as an authoring party, monitors the conversation events, identifies intents, and takes appropriate actions (for instance, closes a chat if the customer activity timeout reaches).
Channel Connector	This is the Channel Connector that should be used to send/receive messages to/from the channel. Choose the desired channel connector created in the above step to be associated with this channel. This list is rendered based on the Channel Type.
Customer Activity Timeout	This is the time in seconds that the system waits for the customer's response against a message sent by the agent or bot. When this time reaches, the system considers the chat as inactive. The bot closes the channel session of the customer and the agent receives Channel_Session_Ended notification within the conversation. The message composer on the agent side is greyed out to disable sending messages.
Channel Mode	Choose a channel mode. Possible values are: Hybrid: This the default mode of communication where a bot is always there to assist agents in the background (even if not conversating with the customer directly). This is the only available mode as of today.  Bot: Choose this option for self-service, Bot-only conversations. Reserved for future use. Agent: Choose this for requests to be routed to agents. Reserved for future use.
Routing Mode	This determines if the channel needs to push incoming requests to a queue to be routed to agents, or, broadcast to a Pull-based List to be taken up by any agents subscribed to the List.   Possible values are: Push  Pull
Agent Selection Policy	This determines how to select an agent when multiple agents match the criteria. Possible values are: Longest Available: Picks the agent who's available for the longest time duration with a lesser number of active tasks. This is currently the only one supported.  Least Skilled: Picks the agent who's the least skilled on the skills that are required to handle such a customer request. Reserved for future use. Most Skilled: Picks the agent who's most skilled on the skills required to handle such a customer request. Reserved for future use. This is applicable only if the channel mode selected above is other than Bot and the selected Routing Mode is Push.
Agent Request TTL (time-to-leave)	This is the time in seconds that the system waits for an agent to be assigned to a queued request.  Once this TTL is elapsed, the No-Agent-Available event is posted to BOT. Disclaimer: Agent TTL value must be greater than RONA value. When theNO-AGENT-AVAILABLE event is received, the Controller takes no further action on the conversation
Default Queue	This is the default queue where requests coming on the channel will be enqueued.   This is enabled only if you have selected the Routing Mode as Push.
Default List	This is the default list where requests coming on the channel will be published.  This is enabled only if you have selected the Routing Mode as Pull.
Route to the last agent	Reserved for future. This setting is used to route the request to the last agent who previously handled a request from the same customer.

On the Channels list, you can see a dropdown for each channel type defined in the system. Expand a channel type to add a new channel of this channel type. 

Other Configurations

 Add Web Widget

Web widget is Expertflow's customer chat widget that loads on the company's website when a web visitor initiates a chat.

This Web widget is loaded based upon the settings defined in Web Widget configurations on Unified Admin.

Business administrators can add multiple web widget instances in Unified Admin, having their own set of configurations that work independently of the other widget instances.

For instance, if have different configuration requirements for a customer portal and a partner portal, you may define two web widget instances here.

Using the Web Widget REST APIs, the relevant widget configurations can then be loaded by the chat widget based on the widget identifier.

To add a new web widget, go to Web Widget on the left, and click Create Web Widget.

On the Web Widget Settings, fill in the form using the following table:

Add Reason Codes

Reason codes are configured for agents to select a reason while going not ready and/or logging out. 

To add a reason, go to the Reason Codes list and create a new reason using the following table:

Some reasons are available by default. You can add more for agents to choose from.

Add New Channel Type

You may also create additional channel types to provision new channels of the desired channel type.

Tip

Learn more about Channel Types in Channel related terms

To add a new channel type, go to the Channel Manager menu on the left and click Channel Type. 

While adding a new channel type, provide the following info:

Pull Mode - No Routing

Pull mode allows incoming customer requests to be parked on a List instead of being queued to a queue and is available to all List Agents (who are subscribed to the List) to pick and join a conversation.

Tip

• See Subscribed Lists to see how agents get subscribed to and join Pull-based requests

The Lists created from here are mapped to Channels while setting up a channel, with the Routing Mode → Pull. 

Add Lists

Go to Pull Mode List and click the Create List button to add a new List using the following table.

Lists can only be deleted if they are not being used by any channel.

Teams Configuration

Create a new team

1. To create a team, click on the Teams tab. We will now see a section with heading Teams containing all the teams and their members (primary supervisor, secondary supervisor and agents).

2. Click on New Team button to create the team. Dialog Box will appear.

3. Enter the team name and Click on Create button. Team should be created.

   1. Description, supervisor(primary), secondary supervisors and agents are optional.

   2. You can select multiple secondary supervisors and multiple agents.

4. Once the team is created, you should be able to see your team in the teams list.

5. Once the team is created, you should be able to optionally assign some of the team agents directly to one of the secondary supervisors (aka Team Lead) of the team. You'll see option to assign; click on the icon.

6. A dialogue box will appear with three sections

   1. Secondary supervisors - This section will list all the secondary supervisors.

   2. Assigned agents - Agents assigned to the specific secondary supervisor listed here.

   3. Available agents - Agents that are part of the team but not assigned to any secondary supervisor in that team will be listed here.

Update a team

To update or edit the team, hover over the specific team. There is an option to edit; click on the edit team icon.

Delete a team

• To delete a team, hover over the specific team. You’ll see the option to delete; click on the delete team icon.

• A confirmation box will appear. You can delete the team by clicking on the delete button.

Form Builder

Enables the business administrators to create, manage, and utilize multiple forms introducing new question types, sections, weightage, and form type categorization to enhance the user experience and data collection capabilities.

A default Wrap-up form is available on the Forms list. The business administrators can create other types of forms as per requirement:

For more detail click here.

Default Wrap-Up Form

A default Wrap-up form is available on the Forms page.  

Go to the form, Wrap-Up, and select edit action against the form to add wrap-up categories and reasons as per your business needs. 

You may add as many categories and options as needed in the Wrap-up form.

Pre-Conversation Form

Business Administrators can create a pre-conversation form to use in the customer widget.  

1. Click on the Forms object.

2. Click on the New Form button.

3. Select form type Pre-conversation.

4. Add attributes (questions) as per your business needs.

5. Now click the Save Form button.

For a detailed understanding of the pre-conversation form, click here.

Campaign Configuration

CX Outbound Campaigns component empowers businesses to conduct bulk outbound campaigns directed at customers, including calls and messages. This component is integrated within the Unified Admin. Each campaign manages its contact list and utilizes a dedicated flow within the Conversation Studio.

Create Campaign

To create a new campaign,

1. Click on the "Add New Campaign" button.

2. A popup will appear to add a title for the new campaign.

3. Click on Create to create a new campaign

4. If the "More detail" checkbox is selected, the campaign will open in editable mode immediately after creation, allowing one to attach contact sources via CSV and create control flows for the campaign.

Campaign Controls

Following are the Campaign Controls to tailor campaign execution:

• Unpublish: If the campaign is in a published state, it will be unpublished.

• Publish: If the campaign is currently unpublished, it will be published.

• Delete: Confirming this action will permanently delete the campaign.

• End: This action will terminate the campaign regardless of its state (published or unpublished). Once ended, the campaign cannot be re-published.

Edit Campaign

To edit campaign:

1. Click on the "Edit" button of any specific campaign from the campaign table.

2. The campaign editing interface will be visible, which includes several key sections:

   1. Edit: Make amendments to the campaign.

   2. Title: Enter Campaign title.

   3. Description: Provide a detailed description of the campaign.

   4. Unpublish: If the campaign is in a published state, it will be unpublished.

   5. Publish: If the campaign is currently unpublished, it will be published.

   6. Delete: Confirming this action will permanently delete the campaign.

   7. End/Stop: This action will terminate the campaign regardless of its state (published or unpublished). Once ended, the campaign cannot be re-published.

For a detailed user guide for campaigns click here.

Quality Management

The business admins/Quality Managers can create and assign evaluation jobs to Evaluators. The solution provides several different reports ranging from review volume, team comparison, individual team/ agent performance over time, and Evaluators' calibration.

Design an Evaluation Form

The Forms tab allows Quality Managers to create, edit, and manage evaluation forms (Questionnaires) used by evaluators to evaluate customer interactions with contact center agents.

Forms List View:

Displays existing forms with,

• Name

• Created On date and time.

Creating a New Form

• Steps to create a new form:

  • Click + New Form.

  • Provide a form title and description.

  • Select the questionnaire type form.

  • Enable Sections and Weightage (required for Questionnaire Type Forms).

  • Add sections and questions:

    • Add Section: Break down forms into logical categories.

    • Add Question: Insert multiple-choice, single-choice, or text-based questions.

Save the Form

Reviews

Viewing and Filtering Reviews

Accessing Reviews

• Select the Reviews option under the QM menu.

• The Review Screen opens and lists all tasks assigned to a Quality Manager or others (Evaluators/ Reviewers).

Filter Options

• Use the dropdown menu to filter reviews by

  • All

  • Pending

  • In Progress

  • Completed

• Toggle "Assigned to me" to view tasks specifically assigned to Quality Manager/Evaluator.

Starting a Review

• Select a review from the list available on the review screen and click "Start Review". It will open Conversation View.

• Use the form on the right-hand panel to evaluate agent interactions.

• Assign scores or feedback to specific questions or sections.

Schedules

The Schedules tab (Review Schedular) allows Quality Managers to assign reviews to evaluators systematically.

Manage Schedules:

1. Open the Schedules section in the left menu.

2. Select Manage Schedule

3. The list displays active schedules with details such as

   • Name: Schedule title.

   • Status: Current state (e.g., Active, Inactive).

   • Date: Scheduled end date.

Managing Schedules

• Click the edit icon to modify a schedule.

• Use the toggle switch to activate or deactivate schedules.

If toggled to deactivate, reviews created by the schedule will not be removed. Only future tasks assigned by the schedule are halted.

• Delete schedules using the trash icon if no longer needed.

This will remove all pending/in-progress reviews.

Create a New Schedule

Scheduling Screen

After selecting the 'Schedule' tab at the top of the Schedules section, the screen displays two tabs:

• One for viewing all available schedules.

• Second for configuring a new schedule for quality management tasks.

Basic Information

• Schedule Name:

  • Enter a name for the schedule to easily identify it (e.g., "Weekly Agent Review").

• Questionnaire:

  • Select a pre-configured form from the dropdown ('QM Form', ‘Score’, ‘Quality Manager Form’). This form will be used during the evaluation process.

• Reviewer(s):

  • Assign one or more reviewers from the dropdown. Use the ‘Search’ feature to find specific reviewers quickly.

• Agents and Teams to be Reviewed:

  • Select agents or teams that are to be reviewed under this schedule. You can select individuals or entire teams from the dropdown.

Search Criteria

• Start Date & Time / End Date & Time:

  • Set the date and time range for when the review schedule will be active. Use the calendar picker to select the desired dates and times.

• Add Another Filter:

  • Use this feature to refine the criteria by additional parameters (e.g., "Wrapup", "Direction", "Duration").

  • Select filters to narrow down specific interactions or criteria for the schedule.

Additional Settings

• Set Deadline:

  • Specify the number of days within which the schedule must be completed. Use the dropdown to select a value.

• Set Reminder:

  • Enable reminders for assigned reviewers. You can choose the reminder interval (e.g., 1, 2, or 3 days). Reminders can only be scheduled up to one day before the deadline.

• Repeat Schedule:

  • Enable repetition for recurring schedules. Options include:

    • Daily

    • Weekly

    • Fortnightly

    • Monthly

For a Repeat Schedule, only new conversations that meet the search criteria will be assigned. The "Start Date & Time / End Date & Time" must be configured to ensure repetitions occur within the specified date range.

End Repetition Options

• Date:

  • Specify the exact date when the recurring schedule will end.

• After Occurrences:

  • Specify the number of occurrences after which the schedule will end.

Conversation List

The Conversation List provides an overview of all agent interactions for evaluation and quality management. This screen is crucial for accessing, filtering, and managing conversations. Below are the key components and functionalities:

Conversation Overview

• Columns:

  • Direction: Indicates whether the conversation is inbound or outbound.

  • Date: The date the conversation took place.

  • Time: The starting time of the conversation.

  • Duration: Total time of the interaction.

  • From: The origin of the conversation (e.g., a phone number or a client).

  • To: The recipient of the conversation.

  • Agent(s): The agent(s) involved in the conversation.

  • Reviews: Shows progress in percentages or whether the review is Assigned.

  • Wrap-up: Notes or summaries added by agents.

Filtering Options

• Click the Filter Icon to open the filter panel.

• Available filters:

  • Start Date & Time / End Date & Time: Specify a date and time range for filtering conversations.

  • Agents and Teams: Filter by specific agents or teams.

  • Direction: Select Inbound or Outbound Conversations.

  • Wrap-ups: Filter by wrap-up codes or notes.

  • Duration: Set a time range in minutes, seconds, or hours.

The default operator between different filters is AND, while the operator within the “Agents and Teams” and “Wrap-ups” filters is OR.

• Actions:

  • Apply: Filter the list using the selected criteria.

  • Reset: Clear all applied filters.

Reviewing Conversations

• Click on a conversation to open its detailed view.

• The conversation view displays:

  • A chronological history of messages or call records.

  • Interaction details, such as client responses, agent replies, and system actions.

• Actions:

  • Assign: Opens the Assign Panel where you can:

    • Select an evaluator.

    • Assign an agent for review.

    • Choose a questionnaire.

    • Set a due date and reminders.

    • Confirm by clicking Assign.

  • Review: Opens the Review Panel where you can:

    • Select an agent to review.

    • Choose a questionnaire for the evaluation.

    • Click Start Review to begin the process.

  • Viewing Conversation Types

    • Use the dropdown at the top-right to filter by:

      • All: Displays both chat and voice conversations.

      • Chat: Shows only chat-based interactions.

      • Voice: Displays voice calls.

Review Notifications

Notifications alert evaluators about new reviews and deadlines.

1. New Assignments: Displays recently assigned reviews.

2. Reminders: Alerts for approaching deadlines.