CX Builder Help

Welcome to the CX Builder Help. This document introduces you to the user interface of CX Builder and describes the concepts and procedures relevant to using this tool in your contact center.

CX Builder is a unique point-and-click tool that allows you to build, deploy, and manage inbound IVR scripts for voice, SMS, chat, mobile, and Business Intelligence (BI) applications. CX Builder enables you to set up your IVR to handle self-service requests from customers and your ACD to handle assisted service requests if customers want to speak to an agent during the course of the call.

About This Help

This help documents CX Builder features for the Holly and GVP platforms. CX Builder features may differ based on your platform and the features configured for your account. If you do not know your platform or what features are available to you for your account, contact your account representative.

Differences between platforms are identified within topics and sections that only apply to specific platforms.

Notice: The graphics included in this help reflect the generic North American user interface for the GVP platform.

The following topics discuss these tabs and their relevant concepts:

Voice Sites

• Create a Voice Site
• Add or modify Phone Numbers
• Configure the ACD Page and other voice pages

Configuration

• Create Site Variables
• Set ASR parameters
• Set Site Commands and System Commands
• Create an Outbound campaign

Account Settings

• Change Account Settings
• Create or manage user accounts (Administrators)
• Generate API keys (Administrators)

Data and Audio Files

• Import or create Data Files and Big Data Files
• Schedule delivery of Data Files and Big Data Files
• Create or upload Audio Files

Call Recording

• Configure Call Recording
• Download Bulk Call Recordings
• Access downloaded Bulk Call Recordings

Voicemail

• Retrieve Voicemail Messages
• Edit a Mailbox

Frequently Asked Questions

Call Recording

• How do I configure call recordings?
• How do I access call recordings? (CX Analytics)
• How do I download bulk call recordings?
• How do I access downloaded bulk call recordings?

Business Hours

• How do I set business hours?

Agent Skills

• How do I assign or remove agent skills? (VCC Dashboard)
• How do I specify agent skills?

Site Overview

• What can I do on the Site Overview screen?

Audio Files

• How do I create or upload Audio Files?

Account Settings

• How do I add or modify phone numbers?
• How do I change my name, email address, password, or security question?
• How do I create or manage user accounts? (Administrators)
• How do I generate API keys? (Administrators)

[+] Common troubleshooting questions

Problem: Data files set for auto-delivery are not getting delivered

Navigate to Scheduled Delivery & Update Options on the Data Files Properties screen and do the following:

1. Check that you’ve entered the correct email address.
2. Ensure the data files are deleted after a specified time so that the allowable size limits haven’t been reached.
3. Check the number of rows that exist in the data file. If the number exceeds 50 k it means the data file is full.
4. Check if old data rows are getting deleted. If they are not, you will exceed the 50 k data file limit.
5. Ensure that the data file is set for delivery as scheduled.
6. Click Execute Now to check if there is an issue with the subscription. If the Execute Now function works, it means the subscription configuration may be wrong.

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Problem: FTP data files are not getting delivered

Navigate to Scheduled Delivery & Update Options on the Data Files Properties screen and do the following:

1. Ensure you’ve selected Enable Delivery.
2. Check that you've filled in the Host, Port, Username, and Password fields.
3. Ensure you've scheduled delivery, either hourly or daily.

Note: If inbound is getting delivered, but the outbound call recording is not getting delivered, please open a Genesys Support Case in My Support. thumb|center|650px

How do I learn more about Premier Edition: Virtual Contact Center (VCC)?

The VCC Solution Guide contains information about the VCC solution as a whole, including introductory topics on the components that make up VCC.

CX Builder/CX Analytics eLearning Course Links

CX Builder – Basics

• Create a Call Transfer Page

• Create a Message Page

• Create a Question Page

• Create a Schedule Page

• Create an SMS Page

• Create a Voicemail Page

CX Builder – Advanced

• Create an ACD Page

• Create a Data Page

• Create a Logic Page

• Create a Transaction Page

CX Analytics – Basics

• CX Analytics – Basics

Additional Information

CX Builder Release Notes

Review new features, corrections, and limitations.

VCC Release Notes

Review new features, corrections, and limitations of Virtual Contact Center.

CX Builder Quick Start Guide

Learn how to build a voice site, one step at a time.

CX Analytics Documentation

Learn how to use CX Analytics.

VCC Solution Guide

Learn more about the Virtual Contact Center Solution.

Premier OEM Release Notes

For OEMs only: review new features, corrections, and limitations specific to OEM implementations.

Additional Information

Additional information on Genesys is available on our Customer Care website.

The following documentation also contains information about this solution:

VCC Dashboard Help

Provides information on how to use VCC Dashboard.

VCC Agent Desktop Help

Provides information on how to use VCC Agent Desktop.

CX Analytics Help

Provides details on how to use the information found in CX Analytics' VCC historical reports.

VCC CTI Adapter for Salesforce Help

Provides information on how to use VCC CTI Adapter for Salesforce.

VCC CTI Adapter for Zendesk Help

Provides information on how to use VCC CTI Adapter for Zendesk.

VCC CTI Adapter for NetSuite Help

Provides information on how to use VCC CTI Adapter for NetSuite.

Contacting Genesys Customer Care for the Cloud

Genesys Customer Care Case Management Portal

Open and manage your cases by logging into the Customer Care portal.

Note: You might have a unique portal that can be used to access Customer Care.

For instructions on using the Case Management Tool, refer to Section 7: Case Management Process.

Cloud Contact Phone Numbers

Need additional assistance with using your Genesys Engage cloud solution? We’re happy to help. Just contact us using one of the phone numbers listed on the following page: Cloud Contact Phone Numbers.