Welcome to the Graia CCaaS Administration Portal Guide

Administrators manage their Graia CCaaS environment using the Administration Portal ("portal"). This guide shows you how to set up channels, workflows, agents and integrations.

note

Not all features described in this guide may be available to you. Access to portal functionality depends on the roles assigned to your user account. For more information, see Roles.

Start here

1. Log in to the portal
2. Screen layout – the menu sidebar, blades and navigation used on every page.
3. Users and Roles – give people access to the portal.
4. Configuration – tenant-wide settings such as data retentionData Retention – Administrative configuration that defines how long conversation records, transcripts, and associated data are stored. and custom fields.

Common tasks

Voice

• Build your first voice workflow – a 15-minute step-by-step tutorial.
• Voice workflows – build the IVRIVR (Interactive Voice Response) – The automated part of a call before an agent answers: menus, announcements and keypad or speech input. In Graia, the IVR is built as a voice Workflow. flow a call goes through.
• Campaigns – run preview, predictive, callback and workflow-controlled outbound campaigns.
• Voice channels – the phone numbers customers call in on.
• Announcements – audio for queue positionQueue Position – A customer's place or ranking in a Queue, often communicated to the customer as part of Queue Treatment., callbacks and wait times.
• Queue treatments – what happens to callers while they wait in a queue.

Agents

• Agent workspace – the lookup, scripts, completion codesCompletion Codes – Short labels an Agent picks when closing a Work Item to record the outcome of the Conversation, used in Reporting. They are set per Channel, and an Agent Workspace can replace them with its own codes and sub-codes. and case settings agents use during conversations.
• Agents – add agents one by one or in bulk, and set their attributes and business unitsBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups..
• Business units – split customers, channels and reports between parts of your organization.

Email

• Email channel configuration – connect an Exchange O365 or IMAP mailbox.
• Configure email channels – signatures, business hoursBusiness Hours – A channel's time zone, opening hours, holidays and exceptions, set on the channel's Business hours tab. and completion codes.
• Build your first email workflow – a 20-minute step-by-step tutorial.
• Email workflows – route and auto-reply to incoming emails.

Chat and messaging

• WhatsApp – set up both the Meta side and the Graia CCaaS side.
• Webchat – add a chat widget to your website.
• Build your first chat workflow – a 15-minute step-by-step tutorial.
• Chat workflows – route chats and add bots.

AI

• Agent Assist – real-time AI suggestions for agents.
• Language profiles – translation and transcription.

Integrations and data

• OData feed and Wallboard feed – get reporting data out of Graia CCaaS.
• CRM integrations: Microsoft Dynamics 365, Salesforce, ServiceNow.
• Language services provider matrix – which provider and languages each AI feature supports.

Unfamiliar term? Look it up in the glossary.