> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.
# Configurations
Use the Configurations section to set up the operational parameters of your contact center-working hours, languages, agent tools, and monitoring displays.
| Configuration | Description |
| --------------------------------------------- | ----------------------------------------------------------------- |
| [Hours of Operation](#hours-of-operation) | Define working hours, holidays, and special days. |
| [Languages and Speech](#languages-and-speech) | Manage supported languages, hold audio, and voice authentication. |
| [Response Templates](#response-templates) | Create and organize canned responses for agents. |
| [Surveys](#surveys) | Configure post-interaction customer satisfaction surveys. |
| [Agent Forms](#agent-forms) | Build forms for capturing customer information. |
| [Widgets](#widgets) | Embed external systems into the Agent Console. |
| [Wallboards](#wallboards) | Monitor contact center performance in real time. |
## Hours of Operation
Hours of Operation defines when agents are available-standard working hours, weekends, holidays, and special days by time zone. Contact Center AI uses this configuration to trigger [Conditional Flows](/ai-for-service/contact-center/flows-and-routing/conditional-and-waiting-flows) for out-of-hours and no-agents-available scenarios.
To access, go to **Contact Center AI** > **CONFIGURATIONS** > **Hours of Operation**.
***
### Add Hours of Operation
1. Select **+ Add New**.
2. In the panel, configure:
* **Name**-A label for the profile (for example, *Official Working Hours*).
* **Time Zone**-Select the applicable time zone.
* **Work Days, Holidays, and Special Days**-See below.
#### Standard Hours
Set hours per day or use the default (9 AM to 6 PM). Weekdays are open by default; weekends are closed. Use the toggle to enable or disable Saturday and Sunday.
#### Holidays and Special Days
| Field | Description |
| ---------- | ------------------------------------------------------------------------------------ |
| **Date** | The date of the holiday or special day. |
| **Name** | A label for the entry. |
| **Period** | **Partial**-Adjust working hours for that day. **Full**-The entire day is a holiday. |
* Select **+ Add New** to add an entry.
* Select **+ Add Another** to add more time ranges within an entry.
* Select the **Delete** icon to remove an entry.
* Select **Save** when done.
***
### Edit Hours of Operation
Select the **Edit** icon under **Actions**.
### Delete Hours of Operation
Select the **Delete** icon under **Actions** and confirm.
***
## Languages and Speech
This section manages the languages, hold audio, and voice authentication settings for your contact center.
To access, go to **Contact Center AI** > **CONFIGURATIONS** > **Languages & Speech**.
| Feature | Description |
| --------------------------------------------- | -------------------------------------------------------- |
| [Language Management](#language-management) | Add, enable, or disable languages for agents and bots. |
| [Hold Audio](#hold-audio) | Configure audio that plays while customers wait on hold. |
| [Voice Authentication](#voice-authentication) | Set up voiceprint-based customer authentication. |
### Language Management
Select **Supported Languages** to manage which languages the contact center supports.
You can also manage languages from [Language Management](/ai-for-service/app-settings/language-management/managing-languages-for-multilingual-vas) in App Settings.
#### Add a Language
1. Select languages from the **Language** pane.
2. Select **Save**.
#### Disable and Re-Enable a Language
* **Disable**: Uncheck the language and select **Save**. The language is deactivated in all access channels but not removed.
* **Re-enable**: Check the language again and select **Save**.
#### Supported Languages
The platform supports the following languages for AI Agents and Human Agents:
| | | | |
| -------------------- | --------------------- | ------------------ | ------------------ |
| Afrikaans | Albanian | Amharic | Arabic |
| Armenian | Assamese | Azerbaijani | Bangla |
| Basque | Belarusian | Bosnian | Bulgarian |
| Catalan | Cebuano | Chinese Simplified | Corsican |
| Croatian | Czech | Danish | Dutch |
| English | Esperanto | Estonian | Filipino |
| Finnish | French | Galician | Georgian |
| German | Greek | Gujarati | Haitian Creole |
| Hausa | Hawaiian | Hebrew | Hindi |
| Hmong Daw | Hungarian | Icelandic | Igbo |
| Indonesian | Irish | Italian | Japanese |
| Javanese | Kannada | Kazakh | Khmer |
| Kinyarwanda | Korean | Kurdish (Central) | Kyrgyz |
| Lao | Latin | Latvian | Lithuanian |
| Luxembourgish | Macedonian | Malagasy | Malay |
| Malayalam | Maltese | Maori | Marathi |
| Mongolian (Cyrillic) | Myanmar (Burmese) | Nepali | Norwegian |
| Nyanja (Chichewa) | Odia | Persian | Polish |
| Portuguese (Brazil) | Portuguese (European) | Punjabi | Romanian |
| Russian | Samoan | Scots Gaelic | Serbian (Cyrillic) |
| Sesotho | Sinhala (Sinhalese) | Slovak | Slovenian |
| Somali | Sona | Spanish | Sudanese |
| Swahili | Swedish | Tagalog | Tajik |
| Tamil | Tatar | Telugu | Thai |
| Tibetan | Traditional Chinese | Turkish | Turkmen |
| Ukrainian | Urdu | Uyghur | Uzbek (Latin) |
| Vietnamese | Welsh | Wolof | Xhosa |
| Yiddish | Yoruba | Zulu | |
### Hold Audio
Hold audio plays to customers while they wait in queue or are on hold.
To access, go to **Languages & Speech** > **Hold Audio**.
#### Add Hold Audio
1. Select **Browse** or drag a `.WAV` file into the panel.
2. Optionally rename the file in the **Rename Audio** field.
3. Select **Save**. The file is added to the Hold Audio list and plays automatically.
#### Delete Hold Audio
* **From the saved list**: Select the **Delete** icon next to the file and confirm. Re-upload if you change your mind.
* **Before saving**: Select the **Delete** icon in the upper right of the upload panel.
***
### Voice Authentication
Voice authentication uses voiceprints to identify and verify customers for secure access.
1. Go to **Languages & Speech** > **Voice Authentication**.
2. Enable **Voice Biometric Authentication** and select a provider: **Illuma** or **ID R\&D**.
3. Enter the **Host URL** and **API Key** from the provider.
4. Select **Save**.
***
## Response Templates
Response Templates are predefined messages that agents send during customer interactions-greetings, closings, transfers, and more. Templates are organized into Response Groups and can be filtered by skill, agent group, or queue.
To access, go to **Contact Center AI** > **CONFIGURATIONS** > **Response Templates**.
The section lets you search by name, browse groups, and add new groups.
**Default response groups:**
| Group | Purpose |
| ------------------ | ------------------------------------------------------------ |
| **Greeting** | Welcome messages. |
| **Conversational** | Small talk, follow-ups on delays. |
| **Closing** | End-of-chat messages, survey requests, no-response closures. |
| **Transfer** | Messages for transferring to an agent, manager, or queue. |
| **Abuse** | Initial and final warnings for abusive language. |
| **Privacy** | Permission-based privacy responses. |
***
### Create a Response Group
1. Select **+ Response Group**.
2. In the **Add New Response Group** panel, configure:
* **Group Name**-For example, *Greetings* or *Sales Responses*.
* **Shortcut Command**-Agents type this in the chat box to pull up the group's responses.
* **Description**-A brief summary of the group's purpose.
* **Skill Match** (optional)-When enabled, responses appear only to agents with matching skills. Configure AND/OR conditions using the condition builder.
* **Agent Group Match** (optional)-When enabled, responses appear only to agents in the selected agent groups.
* **Queue Match** (optional)-When enabled, responses appear only to agents handling interactions from selected queues.
When Skill Match, Agent Group Match, and Queue Match are all enabled, a response appears only if the agent meets all three conditions.
### Edit a Response Group
1. Select the response group name.
2. Select the **Edit** icon next to the name.
3. Make changes and select **Save**.
### Delete a Response Group
1. Select the response group name.
2. Select the **Edit** icon, then **Delete Response Group**.
3. Confirm deletion.
Deleted response groups and all responses within them cannot be restored. Agents will no longer see those responses in the console.
***
### Create a Response
1. Select a response group to open it.
2. Select **+ New Response**.
3. Set the **Title** and **Auto Expire**:
* **Never**-The response doesn't expire.
* **Custom Date**-Set an end date and time.
4. Select a response type tab and add content:
* **Chat Response**: Type the message in the text editor. Select **Done**.
* **Email Response**: Write in plain text, using variables, or in HTML/CSS. Optionally select **+ Add Subject** to add a subject line. Select **Done**.
5. Select **Create**.
#### Variables in Response Templates
Pull customer and agent details dynamically using these variables:
| Variable | Description |
| ----------------------- | ------------------------ |
| `Customer First Name` | Customer's first name |
| `Customer Last Name` | Customer's last name |
| `Customer Email` | Customer's email address |
| `Customer Phone Number` | Customer's phone number |
| `Agent First Name` | Agent's first name |
| `Agent Last Name` | Agent's last name |
| `Agent Nick Name` | Agent's nickname |
| `Agent Email` | Agent's email address |
Variables are available in the message editor when adding or editing a response.
### Edit a Response
1. Select the response group name.
2. Find the response and select the **Edit** icon under **Actions**.
3. Make changes and select **Save**.
### Delete a Response
1. Select the response group name.
2. Select the **Edit** icon for the response.
3. Select the **Delete** icon and confirm.
Deleted responses cannot be restored.
***
### Export Response Templates
Administrators and supervisors can export all response templates as a CSV file for review and compliance purposes.
1. Select **Download Response Templates**.
2. A notification confirms the download. The file saves as a CSV.
***
## Surveys
Surveys collect customer satisfaction feedback after an interaction ends. You can configure surveys per channel-chat, call, and email-each with its own message, frequency, and conditions.
To access, go to **Contact Center AI** > **CONFIGURATIONS** > **Surveys**.
**Supported survey types:**
| Type | Scale |
| -------------------------------- | --------------------------------------------------------- |
| **CSAT (Customer Satisfaction)** | 1 (extremely poor) to 5 (extremely good). |
| **NPS (Net Promoter Score)** | 0-10: Detractors (0-6), Passives (7-8), Promoters (9-10). |
| **Like or Dislike** | Thumbs up (satisfied) or Thumbs down (unsatisfied). |
The survey list shows: **Survey Name**, **Description**, **Experience Enabled For**, **Survey Type**, **Frequency**, and **Status**.
***
### Create a Survey
**Step 1-General Information**
Enter the **Survey Name** and **Description**.
**Step 2-Configure channel experience**
1. Select the **Chat Experience**, **Call Experience**, or **Email Experience** tab.
2. Enable the toggle for that channel.
3. Configure the **Request Message** (shown before the survey) and the **Gratitude Message** (shown after). Select a language, enter the text, and select **Done**.
Email messages can be written in plain text or HTML/CSS.
4. Set the **Survey Frequency**:
| Option | Description |
| ---------------------- | ------------------------------------------------------------------------------------------------------------------------------- |
| Show to Everyone | All customers receive the survey. |
| Show to Every nth User | Sends to every nth customer-for example, every 2nd. |
| Agents can Trigger | Agents manually trigger the survey. Enable **Auto Trigger** to send automatically; agents can still disable it per interaction. |
5. Configure **Advanced Survey Conditions** (optional):
| Condition | When it applies |
| -------------------------------------------------------- | --------------------------------------------------------- |
| Trigger the feedback survey when no agents are available | Agent transfer didn't occur due to unavailability. |
| Trigger the feedback survey outside business hours | Conversation occurred outside configured business hours. |
| Trigger feedback survey for agent-closed conversations | Only conversations closed by an agent receive the survey. |
6. Enable the survey toggle to activate it.
7. Select **Done**.
***
### Edit a Survey
Select the survey name or the **Edit** icon, make changes, and select **Done**.
### Delete a Survey
1. Select the survey name or the **Edit** icon.
2. Select **Delete** in the bottom toolbar and confirm.
Deleted surveys cannot be restored. The system stops sending the survey immediately.
***
## Agent Forms
Agent Forms are configurable input forms that agents use to capture customer information during interactions.
To access, go to **Contact Center AI** > **CONFIGURATIONS** > **Agent Forms**.
**Form statuses:**
| Status | Meaning |
| ------------------ | ------------------------------------------------------------------ |
| **In-development** | The form is being built, or was edited after publishing. |
| **Published** | The form is approved and available to human agents in the console. |
***
### Create an Agent Form
1. Select **+ New Form**.
2. Enter the **Name**, **Display Name**, and **Description**.
3. Enable **Agent Form Data** (optional)-Redacts form input from logs, context objects, service calls, and agent transfers by replacing it with a system-generated alphanumeric value.
4. Select an **Assignment**:
* **Assign to Queues**-Make the form available for all or selected queues.
* **Assign to Agent Groups**-Make the form available to specific agent groups.
5. Select **Save & Proceed**.
### Build an Agent Form
Add components to the form-text fields, checkboxes, radio buttons, date fields, and more-using the Form Builder.
### Edit an Agent Form
* **Edit form fields**: Select the form record to open the Form Builder and make changes directly.
* **Edit form settings** (Name, Description, Data Security, Assignments):
* From the live board: Select the **Edit** icon under **Actions**.
* From the Form Builder: Select **More Options** > **Form Setting**.
### Publish an Agent Form
Publishing makes the form available for agents to send to customers from the Agent Console.
1. Select the **More Options** icon under **Actions**.
2. Select **Publish**.
If you edit a published form, republish it for the changes to take effect.
### Delete an Agent Form
* **From the live board**: Select **More Options** > **Delete**.
* **From the Form Builder**: Select **More Options** > **Delete**.
Deleted forms cannot be restored.
***
## Widgets
Widgets embed external systems or web pages into the Agent Console. Agents access widgets within custom [Agent Console Layouts](/ai-for-service/contact-center/agent-console#manage-layout).
External applications may require permission configuration to load properly within the console.
To access, go to **Contact Center AI** > **CONFIGURATIONS** > **Widgets**.
***
### Add a Widget
1. Select **External Widget**, then **+ New External Widget**.
2. Configure:
* **Widget Name**-A name to identify the widget.
* **Load without conversation**-Check this to display the widget on the agent desktop even when no conversation is active.
* **Widget Icon**-Upload a file or drag and drop.
3. Enter the **Widget URL**. Use a static URL or a dynamic URL with variables from the **{} Variable** dropdown:
| Variable | Description |
| ----------------------- | ------------------------------ |
| `Agent Id` | Unique agent identifier |
| `Agent First Name` | Agent's first name |
| `Agent Last Name` | Agent's last name |
| `Customer Email Id` | Customer's email address |
| `Customer First Name` | Customer's first name |
| `Customer Last Name` | Customer's last name |
| `Customer Phone Number` | Customer's phone number |
| `Conversation Id` | Unique conversation identifier |
For custom metadata variables, use: `{{context.metaInfo.}}`
**Example:** `https://www.example.com/?id={{context.metaInfo.customerId}}` resolves to `https://www.example.com/?id=12345` at runtime.
4. Enter a **Failure URL** (optional)-Displays if the main page fails to load. Supports the same variables.
5. Select **Save**.
***
### Edit a Widget
In the **External Widgets** list, select the widget. Update the name, icon, or URLs and save.
### Delete a Widget
In the **External Widgets** list, select the widget. Select **Delete** in the bottom toolbar and confirm.
Deleting a widget removes it and all its configurations from the Agent Console permanently.
***
### Add a Widget to an Agent Console Layout
1. In the Agent Console, select **Manage Layout**.
2. Select a layout and select the **edit** icon.
3. Drag the widget from the left panel to the right panel.
4. Select **Save**.
### Remove a Widget from an Agent Console Layout
1. In the Agent Console, select **Manage Layout**.
2. Select a layout and select the **edit** icon.
3. Select **More Options** on the widget and select **Delete**.
Removing a widget from a layout only hides it from agents-the widget configuration is preserved and can be re-added later.
***
## Wallboards
Wallboards display real-time contact center performance metrics across queues, giving administrators and supervisors a live view of operations as they develop throughout the day.
To access, go to **Contact Center AI** > **CONFIGURATIONS** > **Wallboards**.
***
### Create a Wallboard
1. Select **+ Add New Wallboard**.
2. Enter a **Name** and optional **Description**.
3. Select the **Wallboard Type** and configure the settings.
***
#### Center Wide
Shows aggregated data across multiple queues.
| Setting | Description |
| ---------------------- | ------------------------------------------------------------------------------------------------------------------ |
| **Display to** | The queues that can view this wallboard. |
| **Queues** | Queues to include in the data. Defaults to all if none selected. |
| **Channels** | Channels to include. Defaults to all if none selected. |
| **Time Period** | Last 15 min, 30 min, 1 hr, 2 hr, 8 hr, 12 hr, or Today. |
| **Enable Scroll Text** | Optional. Adds horizontally scrolling text at the bottom. Set the message and scroll speed: Slow, Medium, or Fast. |
***
#### Queue Specific
Shows agent performance rankings for a specific queue.
| Setting | Description |
| -------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------- |
| **Display Top 3 Performers** | Choose **Multiple Insights** (three different metrics) or **One Insight** (three agents for one metric). |
| **Available metrics** | Top Closed, Top Answered, Top CSAT, Top Occupancy Rate, Top Average First Response Time. |
| **Display to / Queues / Channels / Time Period / Scroll Text** | Same options as Center Wide. |
***
#### Center Wide Abandoned
Shows aggregated data across all queues. This wallboard is built in and not customizable.
| Setting | Description |
| ----------------------- | ----------------------------------------------------------------------------------------------------------------------------- |
| **Display to** | Defines the queues that can view the wallboard. |
| **Queues** | Specifies the queues to include in the data. Defaults to all queues if none are selected. |
| **Choose Metrics From** | Specifies the queues from which metrics are collected. |
| **Channels** | Specifies the channels to include. Defaults to all channels if none are selected. |
| **Time Period** | Defines the reporting window: Last 15 min, 30 min, 1 hr, 2 hr, 8 hr, 12 hr, or Today. |
| **Enable Scroll Text** | Optional. Displays horizontally scrolling text at the bottom. Configure the message and scroll speed (Slow, Medium, or Fast). |
4. Select **Create**.
***
### Edit a Wallboard
Select **Edit**, make the required changes, and select **Update**.
### Delete a Wallboard
Select the **Delete** icon and confirm.
***