ACE Answer portals

To speed up errands and give correct answers the agent can get suggestions of articles containing the costumer's question, already when the contact is routed to the agent. This as ACE Answer, the self learning knowledge base for questions and answers, is fully incorporated in the agent applications.

ACE Answer is described in What is ACE Answer?, The agent's view and The web visitor's view.

The agents can open a ACE Answer portal via menu choices in ACE Agent main window and ACE Interact application overview. ACE Answer can also be opened with auto searched words.

Where voice controlled IVRs are used for incoming calls, ACE Answer searches for categories found by text analysis. If no category is found the search is based upon the same data as for callback calls - task type, menu choice and entrance.
For chat the first question entered by the customers is used for search. If the field for a first question is empty, or not used in your chat client web integration, the task type is used. Also see Task type assignment for email and work item.

Set up the access to a smart FAQ

Which smart FAQ portal to be used by the agents are set in this ACE Admin ACE Answer portals window, found under the User menu.

For this you need the Own portal for ACE Answer access function in your access role. See The list of all access functions.

Start by selecting Organisation area.
Enter an area unique Name for a ACE Answer portal.
Enter the URL to ACE Answer portal, to be used for automatic and manual search in ACE Agent and Interact.
Save and close with OK.

The names entered in the ACE Answer portals window are now seen in the ACE Agent default settings window. Both the administrator and the agents can choose the name of the ACE Answer portal in their respective client setting interfaces.