The following video provides a comprehensive overview of the essential information and tools that supervisors using Mitel CX should be familiar with.

Timestamps:

0:00 – 1:22: Integration Overview and Media Routing

Explanation of how Talkative integrates with Mitel CX via Open Media.

Types of interactions routed (chat, SMS, WhatsApp, etc.).

Importance of assigning the Open Media skill to agents.

1:22 – 3:21: User and Queue Setup

How to add users manually or via CSV.

User roles explained: Account Holder, Supervisor, Agent.

Single Sign-On (SSO) overview.

Creating and managing queues in both Talkative and Mitel CX.

3:21 – 6:22: Queue Configuration and Business Hours

Mapping Talkative queues to Mitel CX queues.

Setting routing preferences and default business hours.

Using business hours to manage queue availability.

6:22 – 7:08: Agent Availability and Queue Status

How Mitel CX determines if a queue is online or offline based on business hours and agent status.

7:08 – 9:45: Chatbot Setup and Workflow Builder

Using the chatbot as an initial routing point.

Adding AI lookups to workflows.

Routing users based on topic (e.g., sales vs. support).

Difference between chatbot workflows and the knowledge base.

9:45 – 12:46: Knowledge Base Setup

How the knowledge base powers the AI chatbot.

Adding sources: websites, PDFs, docs.

Importance of structured but flexible content.

Using prompts to customize AI responses.

12:46 – 17:10: Testing and Improving the Chatbot

Using the test suite to evaluate chatbot answers.

Generating real user questions from AI insights reports.

Identifying gaps in the knowledge base.

Adding suggested answers based on missed queries.

17:10 – 19:01: Knowledge Base Suggestions

Reviewing and approving auto-suggested knowledge base additions.

Periodic review to improve containment and resolution rates.

19:01 – 22:47: Real-Time Monitoring and Dashboards

Viewing chat transcripts and real-time agent dashboards in Mitel and Talkative.

Using sentiment and containment rate data.

Customizing and sharing dashboards publicly or privately.

22:47 – 26:25: Proactive Alerts

Setting up email/SMS alerts based on queue performance (e.g., wait time, sentiment).

Automated monitoring of key metrics.

26:25 – 30:16: Analytics and Reports

Using Talkative analytics for chatbot containment, CSAT, sentiment, and device data.

Building custom and filtered reports.

Scheduling and emailing analytics bulletins.

30:16 – 33:23: AI Insights Reports

Using LLMs to summarize common conversation topics.

Filtering by queue and adding custom prompts.

Examples: top product inquiries or complaint reasons.

33:23 – 36:02: Interaction Logs and History

Searching full transcripts by keyword, user, or time range.

Viewing AI summaries, call recordings, and sentiment.

Blocking users and deleting interaction data.

36:02 – 36:42: Wrap-Up and Support

Final recap for supervisors.

Encouragement to reach out with questions or feedback.