WEEK 12 (21-25 JUNE)

My task for this week was fully involving the superceed/vcc/inbound website. I had to create path for each options and level in the website. I also had to upload the voice file that I created last week. Before doing this, I had to create certain categories in the website. 

Superceed website

One of the part of the call flow

Next, I had to create agents/supervisor to attend the calls for each path. I have created about 20 agents for all the paths in the call flow.  

Agents/supervisor list

Besides that, I also created 30 frequently asked question by customers and prepared the answers for each questions. I type out the Q&A and convert it to PDF file. This was then uploaded in the website under knowledge base section. This was done for the agents so that it will be easier for them to answer the customer's questions. 

 

FAQ in knowledge base

Finally was the attributes for agents. I had to divide it into categories and sub-categories.

For example:

Cat                                Subcat

Languages                    English

Department                   Sales & Marketing

Sub                               Features

Specialized on               Voice