Introduction

Welcome to the Operations module of Cloverhound Cloud! This powerful tool is designed to streamline and standardize contact center and IVR management across your organization.

What does the Operations module offer?

The Operations module provides a suite of features to enhance your contact center management:

1. Entities: Create a logical representation of your organization's structure.
2. Holidays and Schedules: Manage working hours with precision.
3. Prompts: Upload and manage audio prompts for different locales.
4. Custom Fields: Tailor routing and IVR decision trees to your needs.
5. Lookup Tables: Create queryable information tables for decision-making.

Key Features

Entities

• Flexibly define your organization's structure (e.g., branches, sites, stores, units, areas).
• Customize naming conventions to match your business terminology.

Prompts

• Upload audio prompts for each entity.
• Support multiple languages to serve diverse customer bases.

Custom Fields

• Modify routing logic and IVR decision trees.
• Adapt the system to your specific business requirements.

Schedules

• Set granular working hours for different contact centers or IVRs.
• Create special schedules for holidays and exceptional circumstances.

Lookup Tables

• Build information tables queryable by your Contact Center.
• Enhance decision-making processes with readily available data.

Getting Started

To begin optimizing your contact center operations, navigate to the Operations module in your Cloverhound Cloud dashboard. Here, you'll find a range of tools designed to give you fine-grained control over your contact center and IVR systems.

In the following sections, we'll explore each feature in depth, demonstrating how to leverage the Operations module to its full potential for standardized, efficient management across multiple contact centers or IVRs.