EDIFY CONSOLE, CX MENU
Content

The Edify platform includes an internal knowledge base for contact centers to build articles for users. These articles can include product and service information, internal policy details, and more in order to better empower users to solve customer needs. Furthermore, Console Admins can assign tags to articles to signal the system to send an article to a user when a specific interaction enters a queue; this will remove the need for users to manually search for such articles in the Knowledge Base.

  • Create New Knowledge Base Article (No Tags)
    1. Once logged into Console, click the CX drop-down menu
    2. Click Content
      Screen Shot 2020-07-10 at 5.17.39 PM
    3. Click +New Content
    4. Build Article:
      1. Create a title
      2. Create the body of the article
      3. Add a category
      4. Add a sub-category
        Screen Shot 2020-07-10 at 5.20.49 PM
    5. Click Save
    6. Click CONTENT to return to list view
  • Create New Knowledge Base Article (with Tags)
    1. Once logged into Console, click the CX drop-down menu
    2. Click Content
      Screen Shot 2020-07-10 at 5.17.39 PM
    3. Click +New Content
    4. Build Article:
      1. Create a title
      2. Create the body of the article
      3. Add a category
      4. Add a sub-category
        Screen Shot 2020-07-10 at 5.20.49 PM
    5. Add tag(s):
      1. Click Edit icon
        Screen Shot 2020-07-10 at 5.23.54 PM
      2. Select desired tag(s)
      3. Click Save to retain tags
    6. Click Save to create the knowledge base article
    7. Click CONTENT to return to list view
  • Modify Knowledge Base Article
    1. Once logged into Console, click CX drop-down menu
    2. Click Content
      Screen Shot 2020-07-10 at 5.17.39 PM
    3. Use SEARCH to find the article to modify
    4. Click Edit
      Screen Shot 2020-07-10 at 5.27.20 PM
    5. Modify article
    6. Click Save
    7. Click CONTENT to return to list view
Tags

Use tags to group and prioritize interactions by a numerical weight. Tags are defined by positive and negative whole numbers making the higher the tag number, the higher the system weights (or prioritizes) that interaction. For example, the system will prioritize a tag with a weight of 35 higher than a tag with a weight of 10. This means the system will first deliver the interaction with a weight of 35 to the next available agent. Admins can assign tags to users, knowledge base articles, and workflows.

 

  • Create a Tag
    1. Once logged into Console, click CX drop-down menu
    2. Click Tags
      Screen Shot 2020-07-10 at 5.32.18 PM
    3. Click on + New Tag
    4. Create a tag name without special characters, like spaces and etc. (i.e. newcustomer)
    5. Add tag weight (negative or positive whole number)
    6. Identify a color for the tag’s icon
    7. Identify a background color for the tag’s icon
    8. Identify a tag icon:
      1. Click Find Icon
      2. Search the icon library
      3. Select the appropriate icon for your tag
      4. Notice the icon populates in the Icon Code field
        Screen Shot 2020-07-10 at 5.34.51 PM
    9. Click Save
    10. Click Tags to return to list view
  • Modify a Tag
    1. Once logged into Console, click CX drop-down menu
    2. Click Tags
      Screen Shot 2020-07-10 at 5.32.18 PM
    3. Use SEARCH to find the tag to modify
    4. Select the tag that needs modifications
    5. Notice the system presents the Review View
    6. Click Edit
    7. Modify outdated tag details on the form
    8. Click Save
    9. Click TAGS to return to list view
  • Start Tag Prioritization in Queue

    Tag prioritization is not an automatic setting in Queue. So, after tags are created and appropriately assigned to a user and/or knowledge base article(s), Admins must enable the tag routing process in each queue that will use this routing function.

    1. Once logged into Console, click Queues drop-down menu
    2. Click Queues
      Screen Shot 2020-07-08 at 10.35.06 AM
    3. Select the queue to assign tag(s)
    4. Navigate to the QUEUE section
    5. Click the Edit icon
    6. Toggle the Tag Routing Access Switch to enabled
      Screen Shot 2020-07-10 at 5.43.41 PM
    7. Click Save
    8. Click QUEUES to return to list view
  • Assign Tags: To User
    1. Once logged into Console, click Account drop-down menu
    2. Click User
      Screen Shot 2020-07-10 at 5.47.34 PM
    3. Select the user that needs a tag assignment
    4. Navigate to the TAGS section and click the edit icon
    5. Scroll to and select each tag to assign to the agent, and notice the tag populates below the tag list once it’s selected
    6. Once all tags are selected, click Save
      Tags-3
    7. Click USERS to return to list view
  • Assign Tags: To Content Article
    1. Once logged into Console, click CX drop-down menu
    2. Click Content
      Screen Shot 2020-07-10 at 5.17.39 PM
    3. Select the article that needs tag assignment(s)
    4. Click Edit
    5. Click the Edit icon in the TAGS field
      Screen Shot 2020-07-10 at 5.51.53 PM
    6. Select specific tag(s) to assign to the article, which will populate in the lower portion of the window
    7. Once all the tags are assigned click Save to save tag selections
      Screen Shot 2020-07-10 at 5.57.04 PM
    8. Click Save to save article
    9. Click CONTENT to return to list view

    NOTE: To see how to assign tags to a new knowledge base article, review the guide titled Creating Knowledge Base Articles.

Email Configuration

Forward company email addresses into Edify to manage inbound email interactions through a specific queue. By managing email interactions through a queue, agents have access to the many benefits of a queue. More importantly, emails configured through Edify are routed through an ACD, or AID, before they are delivered to the agent. This benefit ensures customers receive the full omnichannel experience and all communication types are equally prioritized. However, before any inbound emails are routed into or outbound emails are sent out from Edify, the Huddle Admin must first configure the email in Console. 

Use this section to set up the forwarding route between your company’s email account and the Edify platform and enable the appropriate queue for accepting inbound and outbound email interactions.

  • Inbound Email Interactions

    Create Email Route for Forwarding into Edify

    1. Once logged into Console, click CX
    2. Click Email Configuration
      Screen Shot 2020-07-10 at 6.17.38 PM
    3. Create Email Route for Edify:
      1. Click +New Email Route
      2. In the Email input field, enter the company email address that will forward into Edify
      3. Select Queue from the Route To drop-down menu
      4. Select the name of the queue that will receive the inbound emails from the Route Data drop-down menu
      5. Click Save
        EmailInboundConfig-1
      6. Notice an email address with ____@edifymail.com populates in the Email Routing Address field
    4. Verify Your Ownership of the Forwarded Email Address:
      1. Notice an email is sent from notifications@edify.cx to the forwarded company email address
      2. Click the verification link in the notifications@edify.cx email
      3. Notice the Verification Status in Email Configurations turns to a checkmark
        EmailInboundConfig-2
    5. Configure Email Forwarding into Edify:
      1. Copy the @edifymail.com email address under Email Routing Address
        EmailInboundConfig-3
      2. Open your company's email account settings (i.e. Outlook, Gmail, etc.)
      3. Add the copied @edifymail.com email address into the destination field for the forwarding email address
    6. Click EMAIL CONFIGURATION to return to list view

     

    Modify Email Configuration

    1. Once logged into Console, click CX
    2. Click Email Configuration
    3. Select email route to modify
    4. Click Edit
      EmailInboundConfig-4
    5. Update email routing details
    6. Click Save
    7. Click EMAIL CONFIGURATION to return to list view
  • Outbound Email Interactions

    Assign an Outbound Email Address to Queue

    After emails are configured and verified in Console, the email address is ready for assignment to queues that need an outbound email address for outbound emails. Follow the below process for setting up each queue with the appropriate outbound email address.

    1. Once logged into Console, click Queues
    2. Click Queues
      Screen Shot 2020-07-08 at 10.35.06 AM
    3. Select the queue that needs an outbound email assignment
    4. Navigate to the QUEUE section
    5. Click the Edit icon
    6. Select the desired email address from the Outbound Email Address drop-down menu
    7. Click Save

     

    Enable Email Tab in Queue

    Enable the Email tab for queues that require agents to send outbound emails when resolving customer inquiries.

    1. Once logged into Console, click Queues
    2. Click Queues
      Screen Shot 2020-07-08 at 10.35.06 AM
    3. Select the queue that was defined as the data destination for the inbound email interactions
      Screen Shot 2020-07-10 at 6.33.47 PM
    4. Navigate to the TABS section
    5. Click the Edit icon
    6. Toggle the EMAIL TAB Access Switch to enabled
      Screen Shot 2020-07-10 at 6.36.42 PM
    7. Click Save
    8. Click QUEUES to return to the list view
    9. Notice the email tab is now available and company emails will now send to this queue

 

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