Technical

Overview

Syntelate XA is a fully customizable customer interaction desktop suite. This section gives you help with configuring Syntelate XA to meet the needs of your contact center.

First things first, you’ll want to familiarize yourself with some key concepts.

Key Concepts

Desktops

Syntelate XA provides three types of desktop that serve the needs of agents and their supervisors:

  • Syntelate XA Agent Desktop: The agent desktop is where an agent works from to handle customer interactions and process records.
  • Syntelate XA Configuration Desktop: The configuration desktop is where supervisors work to configure and monitor day-to-day operations and organize their agent teams.
  • Syntelate XA Dashboard Desktop: The dashboard desktop is where supervisors can view real-time or historical contact center activity, and generate reports on historical data.

Note: No matter what your role is in the contact center, you should make yourself familiar with the agent desktop interface and with those concepts that are relevant to agents, such as workzones. Make sure you read the Agent section.

Designer and Studio

Many of the features of Syntelate XA are configured using two products called Syntelate Designer and Syntelate Studio. They are part of Syntelate XA.

Syntelate Designer ("Designer") is a visual builder you use to create the scripts, data entry forms, and desktops of Syntelate XA. The desktops and the elements that constitute them – scripts, data entry forms, email editors, etc. – are customizable, so you can tailor each desktop to your needs. You'll find detailed information in Designer.

Syntelate Studio ("Studio") is an administrative application for configuring the functionality of Syntelate XA. It's where you set up features such as multitenancy user roles, email snippets, the non-voice communication channels in Syntelate XA, and more. When you're ready to dig deeper, read the Studio topic Syntelate XA - Studio.

Universes

An installation of Syntelate XA can support multiple universes. The concept of universes makes it possible to separate data within a single installation of Syntelate XA.

Diagram showing universs on a Syntelate XA installation

Elements in the Designer are all specific to a particular universe. For example, with reference to the above diagram, you could not add scripts or data entry elements in the Personal Travel universe to a desktop in the Business Travel universe.

Screenshot demonstrating universe separation in the Designer

Whenever you create a new Syntelate Designer element, such as a desktop, script, or workzone, you must specify the universe to which it should be added.

INTERACTION_X Table

Each universe has a unique INTERACTION_X table: INTERACTION_1, INTERACTION_2, and so on.

The INTERACTION_X table contains one record for every interaction between an agent and a customer, whether in the past or in the future, and regardless of channel. As such, for every voice call that has been made or is to be made, for every customer email, and for every chat there is one record in a universe’s INTERACTION_X table.

Note: Let’s say you want an agent to make an outbound call to a particular customer. This would be represented by an interaction record in the universe’s INTERACTION_X table.

Now let’s say that it takes three attempts over the course of a couple of days for an agent to get through to the customer. These three attempts would all share a single interaction record. There would not be a unique interaction record for each attempt.

For a description of the fields of the INTERACTION_X table, see INTERACTION_X.

Worklist Engine

With the exception of inbound calls, the Worklist Engine is responsible for passing all types of interactions to agents: outbound calls, emails, and chats (including web, SMS, and social media chats).

Diagram of the Worklist Engine

The Worklist Engine essentially monitors the INTERACTION_X table of a universe for any records that need to be passed to an agent. It then passes each record to the right agent at the right time. It does this based on how certain fields of the INTERACTION_X table have been populated.

The Worklist Engine sorts suitable records based on date, agent and priority. You can also specify additional fields for the Worklist Engine to sort records by, if you wish.

To import records of outbound calls to make, use the Worklist Manager (WLM) Importer. These records will then be picked up by the Worklist Engine.

Message Gateways

For each non-voice channel that you want to use in Syntelate XA, you must configure one (or more) message gateways.

A message gateway is a connection between Syntelate XA and, say, an Exchange email server, or Facebook, or an SMS service. A message gateway allows messages sent via these channels to be added to the INTERACTION_X table, which in turn allows them to be picked up by the Worklist Engine.

For information about configuring message gateways, see Message Gateways Configuration.

Fulfilments

Syntelate XA’s Fulfilment Server is a powerful feature that lets you schedule SQL statements to be run at particular intervals.

You can, for example, use the Fulfilment Server in conjunction with a message gateway to send an SMS message to customers following a voice call, asking them about their experience.

For information about configuring Fulfilments, see Fulfilment Server.

Note: Fulfilments are an advanced feature of Syntelate XA that should only be set up by someone who is familiar with SQL and who knows what they’re doing.

If you want help with creating fulfilments, contact Inisoft Support at Support and Training .

Multitenancy

You can choose to implement Syntelate XA in a multitenant architecture. Multitenancy allows one instance of Syntelate XA to be used by multiple tenants. Although the tenants share the same instance, they do not have access to the data of other tenants.

Note: If you would like information on pricing, contact us at sales@inisoft.com and tell us about your requirements.

Customer Relationship Management Systems

You can either use Syntelate XA as your customer relationship management (CRM) system or integrate an external CRM system with Syntelate XA.

Salesforce

As of version 2.11, Syntelate XA provides a native integration with Salesforce that you can create and manage using Designer and your Syntelate XA Web API App Settings. See the Salesforce section for instructions.

Other CRM Systems

Alternatively, Syntelate XA can integrate with other CRM systems. If you want to use a different CRM system, contact us at sales@inisoft.com to discuss your requirements.

What Next?

This topic has introduced you to the key concepts underpinning Syntelate XA. Next, explore the rest of Technical to learn more about the configuration of Syntelate XA.

Or, browse Agent and Supervisor to learn more about how to use Syntelate XA in a contact center.