Knowledge Base

9 min

Overview

The Knowledge Base (KB) serves two primary functions:

Centralized Repository: It is a single source of truth for articles, policies, and troubleshooting guides that agents access from their console.
Integration Host: It is used to host the homepage of any URL-based integration. The agent is redirected to this host URL/page after each call (Post-Call) or can launch it manually during a call (In-Call).

The KB is a dynamic panel within the agent interface used for both content lookup and external web application display.

Accessing the KB: The agent clicks on the Knowledge Base icon located on the Agent Console's Left Navigation Bar.
Search and Retrieval: The agent uses a search bar or browses through defined categories to find relevant articles, policies, or troubleshooting steps while interacting with a customer.

Manual Launch (In-Call): The agent can manually trigger the display of the integrated URL during a live conversation.
Automatic Launch (Post-Call): The agent is automatically redirected to the integrated URL (which often serves as a follow-up action or disposition screen) after concluding each call.

Technical Support: A support agent searches the KB for an error code and finds a step-by-step troubleshooting guide to resolve the customer's issue immediately.
Post-Call Data Capture: (URL Integration Use Case) After hanging up, the agent is automatically redirected to a custom URL that hosts the post-call wrap-up form, ensuring disposition and data capture completion.
Manual External Tool Launch: (URL Integration Use Case) An agent manually launches the KB panel during a call to access a specific CRM screen or external vendor tracking portal hosted within the panel.
Policy Questions: An agent quickly finds the company's official return policy in the KB to provide an accurate, approved answer to the customer.

Increased First-Call Resolution: Empowers agents with instant access to accurate information.
Consistent Information: Ensures all agents are providing consistent, approved answers to customers.
Seamless Integration: Provides a dedicated, defined area within the Agent Console to host and manage necessary external web applications (URL integrations).
Reduced Training Time and Handle Time: Agents can find answers themselves instead of asking supervisors or colleagues.

Content Dependency: The usefulness of the Knowledge Base (as a repository) is entirely dependent on the quality and accuracy of the content created by Supervisors or Administrators.

Accessing the Knowledge Base (Agent):
- Location: Agent > Agent Console > Left Navigation Bar
- Action: Click on the Knowledge Base icon to open the panel.
Creating Knowledge Base Content (Admin/Supervisor):
- HUMAN REVIEW NEEDED: Specific UI steps for an Administrator or Supervisor to create, edit, and manage Knowledge Base articles could not be found in the provided user manuals.

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