ICC Features

Intelligent Contact Center Features

Appian's Intelligent Contact Center (ICC) contains a wide range of features for agents, managers, and administrators.

The tables below is a quick reference matrix of the features available. The matrix includes a feature description and it's availability with the Twilio and Genesys PureEngage integrations.

For a detailed breakdown of the features listed, see the Agent User Guide and the Manager User Guide.

Feature Matrix

Category Feature Description Twilio Genesys
Omni Channel Voice Ability to deliver and answer an inbound call X X
SMS Ability to accept inbound SMS messages. SMS stands for Short Message Service and refers to the systems mobile carriers use to transmit text messages between mobile phones X
Chat Ability to accept inbound chat messages. X X
Availability Controls Ability for an agent to make themselves available to receive a voice call, chat, or SMS X X
Auto Answer Ability for call to be automatically delivered to next available agent in the queue X X
Voice Click to Answer Ability for an agent to accept or decline a voice call delivered to their desktop X X
Chat Click to Answer Ability for an agent to accept or decline a chat message delivered to their desktop X
Interaction Timer Displays the time duration of the communication with the customer X X
Hold Ability to place a call on hold X X
Mute Ability to mute a call so caller can't hear agent X
Voice Blind Transfer Ability to transfer the call to another queue or person X X
Chat Blind Transfer Ability to transfer the chat to another queue or person X
Consult (Warm) Transfer Ability to consult with another agent prior to transferring the call X X
Conference Call Ability to add another agent to the call X
Outbound Call Ability for the agent to place a call X X
Click to populate number Ability to click a phone number in the customer record and populate outbound number to call X X
Post Interaction Wrap Up Ability for the agent complete work related to communication prior to being available for next interaction X X
Record Ability to record voice call X Requires Genesys Recording License
Listen In Ability for a manager to listen to an active call X X
Join In Ability for a manager to join an active call as a participant X X
Customer Interaction Screen Pop Ability to deliver customer information to the agent that was collected about the customer prior to delivery to the agent. An example is capturing the customer number to open the customer record on the agent desktop when the call is delivered X X
Customer Verification Prompt agent with customer information to verify identity prior to assisting the customer to ensure compliance requirements X X
View/Edit Customer Details Ability to open and edit customer record inside the agent dashboard X X
View recent interactions Shows the latest communications from customer inside agent dashboard while viewing customer record X X
View recent cases Displays links to recent customer cases within agent dashboard X X
Agent Assist Provides agent with recommended responses and knowledge base search for voice, chat, and SMS. Provides the agent with recommended actions and answers for chat and SMS. Requires configuration Requires Genesys license and integration
Customer Sentiment Analysis Ability to determine customer sentiment and customer sentiment score in a chat or SMS communication Requires configuration Requires Genesys license and integration
Agent Notes Agent to add customized notes to a call, chat, or SMS interaction X X
Activity Log Interaction details are automatically stored in an activity log to document actions X X
Records Interactions Defined interaction record X X
Agents Defined agent record X X
Virtual Agent Google DialogFlow Integration Create a virtual agent to capture voice, chat, and SMS communication with a customer to do various tasks Requires configuration Requires Genesys license and integration
Identify customer Use virtual agent to identify and verify a customer Requires configuration Requires Genesys license and integration
Activity Log Capture the details between virtual agent and customer Requires configuration Requires Genesys license and integration
Live Agent Transfer Allow customer to request and transfer to an agent Requires configuration Requires Genesys license and integration
Channel Real Time Statistics Abandonment Rate Provides the channel Abandon Rate X X
Interactions Provides the number of interactions received and answered for a channel X X
Queue Real Time Statistics Service Level Provides the percent of calls/chat/SMS answered in less than 60 seconds X X
Interactions Provides the number of interactions received and answered by a queue X X
Average Wait Time Provides the average queue wait time X X
Max Wait Time Provides the max queue wait time X X
Number Waiting Provides the number of customers waiting in queue X X
Abandonment Rate Provides the queue Abandon Rate X X
Queue Historical Statistics Total Interactions Provides the number of interactions received and answered by a queue in the last day, week, or month X X
Number of Short Interactions Provides the number of short interactions received and answered by a queue in the last day, week, or month; by default, a short interaction is less than 20 seconds. X X
Number of Long Interactions Provides the number of Long interactions received and answered by a queue in the last day, week, or month; by default, a short interaction is greater than 15 minutes. X X
Average Wait Time Provides the average queue wait time for the last day, week, or month X X
Max Wait Time Provides the max queue wait time in the last day, week, or month X X
Total Abandoned Provides the number of interactions that were abandoned by the customer in the last day, week, or month X X
Abandonment Rate Provides the queue Abandon Rate for the last day, week, or month X X
Interaction Reason Report Provides interaction reasons broken down in a pie chart for the last day, week, or month X X
Agent Real Time Statistics Interactions Provides number of interactions the agent has done for that day X X
Average Handle Time Provides agent's daily average handle time X X
Available agents List of available agents and their current interaction status X X
Assigned agents List of agents assigned to the queue and their current availability X X
Agent Historical Statistics Total Interactions Provides number of interactions the agent has completed in the last hour, day, week, or month; broken down by channel X X
Average Handle Time Provides agent's daily average handle time by hour, day, week, or month; broken down by channel X X
Average Talk Time Provides agent's average talk time by hour, day, week, or month X X
Average Wrap Up Time Provides agent's average wrap up time by hour, day, week, or month X X
Average Handle Time Trend Report Provides agent's average handle time trend in a line chart by hour, day, week, or month X X
Administration Intelligent Routing Route customers intelligently with the context of their Appian record X Use Genesys Admin Console
Agent Management Ability to add and remove agents from queues in Appian X Use Genesys Admin Console
Queue Management Ability to add additional queues in Appian X Use Genesys Admin Console
IVR Management Ability to update IVR menus in Appian X Use Genesys Admin Console
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