RiseXperience Online Reference

Features

Getting Started

Signup and Instances
- AWS Marketplace
- Company Alias and Environments
  - RiseXperience Company Alias
  - RiseXperience Environments
Quick Start Guide
Common Terms

Frequently Asked Questions

Administration Portal

Overview and Navigation
- Navigation
Company and Environments
Environment Selector
Administration Users
- Overview
  - Note: Administration Users and Regions
  - Note: Administration User Single Sign-On
- Company Administration Users
Security Roles
Password Control
- Overview
- Password Settings
Admin Single Sign-On
Service Limits

Environment Configuration

RiseXperience
- Integration
- Feature Integrations (CloudFormations)
Amazon Connect
Amazon Chime
- Chime Company Environment Global Settings
- Inbound Call Rules
  - Inbound Call Rule Settings

Contact Center Administration

Users/Agents
Work Codes
- Maintain Work Codes
  - Work Code Settings
- Work Code Groups
  - Work Codes Group Settings
AutoText
Reporting
- Interaction Search
  - Using Interaction Search
  - Upgrading to Interaction Search Version 2
- Change History
  - Keeping an audit of changes for periods longer than 45 days
  - Change/Audit History Kinesis Event format

Customer Routing

Channels

Voice
- Contact Permissions
  - Add Contact Permissions Rule Set Settings
- Do Not Call Lists
Chat and Messaging
Email
- Email
Tasks
- Tasks Integration

Campaigns

Optimize

Business Intelligence

Introduction
Architecture
Initial Setup
- Pre-requisites
- Installation
Preferred Time Zones
- Support for Multiple Time Zones
Deploying Predefined Reports
- Accessing the SCBI QuickSight Reports Deployment screen
- Installing and Updating Predefined Dashboards
Spice Dataset Refreshes
- Background
- Setting up your Spice Dataset Refresh Schedules
Real-time Dashboards
Historical Data Migration
QuickSight Terminology
Customizing Reports
Reference
- Predefined Reports
- Data Reference
  - Field Naming Conventions
  - Field Reference
FAQ
- Running and Updating the CloudFormation
- Deploying our Managed Reports (Dashboards) into your QuickSight Account

Step By Step Guides

AWS Configuration

CloudFormations
- Overview and Purpose
- Updating CloudFormations
  - How AWS CloudFormation updates work
  - CloudFormation Update Steps
Amazon Connect Configuration
AWS Services
- AWS Services used

Reference

Webchat Developers Guide
Generic Routed Email API
Realtime Queue Stats API
Preview Campaign API
User Provisioning API
Interaction Event Feeds
Custom Email Routing
- The Default Inbound Email Routing Rules Lambda
- Providing an alternative custom Email Routing Lambda
  - Pre-requisites and Requirements for using a Custom Email Routing Lambda
Admin Single Sign-On
- Configure Admin SSO with Microsoft Azure Active Directory
- Configuring Admin SSO with Microsoft ADFS
User/Agent Single Sign-On

Training Guides

Product Notices

Release Notes

RiseXperience Online Reference

Overview

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