Configurations - Kore.ai Docs

Use the Configurations section to set up the operational parameters of your contact center-working hours, languages, agent tools, and monitoring displays.

Configuration	Description
Hours of Operation	Define working hours, holidays, and special days.
Languages and Speech	Manage supported languages, hold audio, and voice authentication.
Response Templates	Create and organize canned responses for agents.
Surveys	Configure post-interaction customer satisfaction surveys.
Agent Forms	Build forms for capturing customer information.
Widgets	Embed external systems into the Agent Console.
Wallboards	Monitor contact center performance in real time.

Hours of Operation

Hours of Operation defines when agents are available-standard working hours, weekends, holidays, and special days by time zone. Contact Center AI uses this configuration to trigger Conditional Flows for out-of-hours and no-agents-available scenarios. To access, go to Contact Center AI > CONFIGURATIONS > Hours of Operation.

Add Hours of Operation

Select + Add New.
In the panel, configure:
- Name-A label for the profile (for example, Official Working Hours).
- Time Zone-Select the applicable time zone.
- Work Days, Holidays, and Special Days-See below.

Standard Hours

Set hours per day or use the default (9 AM to 6 PM). Weekdays are open by default; weekends are closed. Use the toggle to enable or disable Saturday and Sunday.

Holidays and Special Days

Field	Description
Date	The date of the holiday or special day.
Name	A label for the entry.
Period	Partial-Adjust working hours for that day. Full-The entire day is a holiday.

Select + Add New to add an entry.
Select + Add Another to add more time ranges within an entry.
Select the Delete icon to remove an entry.
Select Save when done.

Edit Hours of Operation

Select the Edit icon under Actions.

Delete Hours of Operation

Select the Delete icon under Actions and confirm.

Languages and Speech

This section manages the languages, hold audio, and voice authentication settings for your contact center. To access, go to Contact Center AI > CONFIGURATIONS > Languages & Speech.

Feature	Description
Language Management	Add, enable, or disable languages for agents and bots.
Hold Audio	Configure audio that plays while customers wait on hold.

Language Management

Select Supported Languages to manage which languages the contact center supports.

You can also manage languages from Language Management in App Settings.

Add a Language

Select languages from the Language pane.
Select Save.

Disable and Re-Enable a Language

Disable: Uncheck the language and select Save. The language is deactivated in all access channels but not removed.
Re-enable: Check the language again and select Save.

Supported Languages

The platform supports the following languages for AI Agents and Human Agents:


Afrikaans	Albanian	Amharic	Arabic
Armenian	Assamese	Azerbaijani	Bangla
Basque	Belarusian	Bosnian	Bulgarian
Catalan	Cebuano	Chinese Simplified	Corsican
Croatian	Czech	Danish	Dutch
English	Esperanto	Estonian	Filipino
Finnish	French	Galician	Georgian
German	Greek	Gujarati	Haitian Creole
Hausa	Hawaiian	Hebrew	Hindi
Hmong Daw	Hungarian	Icelandic	Igbo
Indonesian	Irish	Italian	Japanese
Javanese	Kannada	Kazakh	Khmer
Kinyarwanda	Korean	Kurdish (Central)	Kyrgyz
Lao	Latin	Latvian	Lithuanian
Luxembourgish	Macedonian	Malagasy	Malay
Malayalam	Maltese	Maori	Marathi
Mongolian (Cyrillic)	Myanmar (Burmese)	Nepali	Norwegian
Nyanja (Chichewa)	Odia	Persian	Polish
Portuguese (Brazil)	Portuguese (European)	Punjabi	Romanian
Russian	Samoan	Scots Gaelic	Serbian (Cyrillic)
Sesotho	Sinhala (Sinhalese)	Slovak	Slovenian
Somali	Sona	Spanish	Sudanese
Swahili	Swedish	Tagalog	Tajik
Tamil	Tatar	Telugu	Thai
Tibetan	Traditional Chinese	Turkish	Turkmen
Ukrainian	Urdu	Uyghur	Uzbek (Latin)
Vietnamese	Welsh	Wolof	Xhosa
Yiddish	Yoruba	Zulu

Hold Audio

Hold audio plays to customers while they wait in queue or are on hold. To access, go to Languages & Speech > Hold Audio.

Add Hold Audio

Select Browse or drag a .WAV file into the panel.
Optionally rename the file in the Rename Audio field.
Select Save. The file is added to the Hold Audio list and plays automatically.

Delete Hold Audio

From the saved list: Select the Delete icon next to the file and confirm. Re-upload if you change your mind.
Before saving: Select the Delete icon in the upper right of the upload panel.

Response Templates

Response Templates are predefined messages that agents send during customer interactions-greetings, closings, transfers, and more. Response Groups organize templates. You can filter them by skill, agent group, or queue. To access, go to Contact Center AI > CONFIGURATIONS > Response Templates. The section lets you search by name, browse groups, and add new groups. Default response groups:

Group	Purpose
Greeting	Welcome messages.
Conversational	Small talk, follow-ups on delays.
Closing	End-of-chat messages, survey requests, and no-response closures.
Transfer	Messages for transferring to an agent, manager, or queue.
Abuse	Initial and final warnings for abusive language.
Privacy	Permission-based privacy responses.

Create a Response Group

Select + Response Group.
In the Add New Response Group panel, configure:
- Group Name-For example, Greetings or Sales Responses.
- Shortcut Command-A /keyword that agents type in the chat box to display all responses in this group. This also serves as the group prefix for template-level shortcuts. For example, a group shortcut of /billing lets agents type /billing to browse the group, or /billing/refundpolicy to go directly to an individual response.
- Shortcut Command-Agents type this in the chat box to pull up the group’s responses.
- Description-A brief summary of the group’s purpose.
- Skill Match (optional)-When turned on, responses appear only to agents with matching skills. Configure AND/OR conditions using the condition builder.
- Agent Group Match (optional)-When turned on, responses appear only to agents in the selected agent groups.
- Queue Match (optional)-When turned on, responses appear only to agents handling interactions from selected queues.

When Skill Match, Agent Group Match, and Queue Match are all turned on, a response appears only if the agent meets all three conditions.

Edit a Response Group

Select the response group name.
Select the Edit icon next to the name.
Make changes and select Save.

Delete a Response Group

Select the response group name.
Select the Edit icon, then Delete Response Group.
Confirm deletion.

Deleted response groups and all responses within them can’t be restored. Agents will no longer see those responses in the console.

Create a Response

Select a response group to open it.
Select + New Response.
Set the Title and Auto Expire:
- Never-The response doesn’t expire.
- Custom Date-Set an end date and time.
Shortcut Command (optional)-A shortcut for this specific response. When configured, agents can invoke it directly using /groupshortcut/templateshortcut.
Shortcut names must be unique across the system and can only contain letters and numbers. The system doesn’t support special characters. If the shortcut name is available, the system saves the response and displays a success notification.
Select a response type tab and add content:
- Chat Response: Type the message in the text editor. Select Done.
- Email Response: Write in plain text, using variables, or in HTML/CSS. Optionally select + Add Subject to add a subject line. Select Done.
Select Create.

Using Response Template Shortcuts

Agents can invoke response templates directly in the chat editor using shortcuts, without browsing the full template library.

Shortcut	Result
`/groupname`	Displays all responses in the group.
`/groupname/templatename`	Displays the specific response directly.

Typing either format in the chat editor triggers autocomplete, filtering results as you type. To insert a response using a shortcut:

In the chat editor, type / followed by the group shortcut or the full template shortcut.
Use the arrow keys to navigate the filtered results and press Enter, or click the response.

The system inserts the selected response into the chat editor.

The system doesn’t insert responses automatically. You must select a response from the filtered results.

Variables in Response Templates

Pull customer and agent details dynamically using these variables:

Variable	Description
`Customer First Name`	Customer’s first name
`Customer Last Name`	Customer’s last name
`Customer Email`	Customer’s email address
`Customer Phone Number`	Customer’s phone number
`Agent First Name`	Agent’s first name
`Agent Last Name`	Agent’s last name
`Agent Nick Name`	Agent’s nickname
`Agent Email`	Agent’s email address

Variables are available in the message editor when adding or editing a response.

Edit a Response

Select the response group name.
Find the response and select the Edit icon under Actions.
Make changes and select Save.

Delete a Response

Select the response group name.
Select the Edit icon for the response.
Select the Delete icon and confirm.

Deleted responses can’t be restored.

Export Response Templates

Administrators and supervisors can export all response templates as a CSV file for review and compliance purposes.

Select Download Response Templates.
A notification confirms the download. The file saves as a CSV.

Surveys

Surveys collect customer satisfaction feedback after an interaction ends. You can configure surveys per channel-chat, call, and email-each with its own message, frequency, and conditions. To access, go to Contact Center AI > CONFIGURATIONS > Surveys. Supported survey types:

Type	Scale
CSAT (Customer Satisfaction)	1 (extremely poor) to 5 (extremely good).
NPS (Net Promoter Score)	0-10: Detractors (0-6), Passives (7-8), Promoters (9-10).
Like or Dislike	Thumbs up (satisfied) or Thumbs down (unsatisfied).

The survey list shows: Survey Name, Description, Experience Enabled For, Survey Type, Frequency, and Status.

Create a Survey

Step 1-General Information Enter the Survey Name and Description. Step 2-Configure channel experience

Select the Chat Experience, Call Experience, or Email Experience tab.
Enable the toggle for that channel.
Configure the Request Message (shown before the survey) and the Gratitude Message (shown after). Select a language, enter the text, and select Done.
Email messages can be written in plain text or HTML/CSS.

Set the Survey Frequency:

Option	Description
Show to Everyone	All customers receive the survey.
Show to Every nth User	Sends to every nth customer-for example, every 2nd.
Agents can Trigger	Agents manually trigger the survey. Enable Auto Trigger to send automatically; agents can still disable it per interaction.

Configure Advanced Survey Conditions (optional):

Condition	When it applies
Trigger the feedback survey when no agents are available	Agent transfer didn’t occur due to unavailability.
Trigger the feedback survey outside business hours	Conversation occurred outside configured business hours.
Trigger feedback survey for agent-closed conversations	Only conversations closed by an agent receive the survey.

Enable the survey toggle to activate it.
Select Done.

Edit a Survey

Select the survey name or the Edit icon, make changes, and select Done.

Delete a Survey

Select the survey name or the Edit icon.
Select Delete in the bottom toolbar and confirm.

Deleted surveys can’t be restored. The system stops sending the survey immediately.

Agent Forms

Agent Forms are configurable input forms that agents use to capture customer information during interactions. To access, go to Contact Center AI > CONFIGURATIONS > Agent Forms. Form statuses:

Status	Meaning
In-development	The form is being built, or was edited after publishing.
Published	The form is approved and available to human agents in the console.

Create an Agent Form

Select + New Form.
Enter the Name, Display Name, and Description.
Enable Agent Form Data (optional)-Redacts form input from logs, context objects, service calls, and agent transfers by replacing it with a system-generated alphanumeric value.
Select an Assignment:
- Assign to Queues-Make the form available for all or selected queues.
- Assign to Agent Groups-Make the form available to specific agent groups.
Select Save & Proceed.

Build an Agent Form

Add components to the form-text fields, checkboxes, radio buttons, date fields, and more-using the Form Builder.

Edit an Agent Form

Edit form fields: Select the form record to open the Form Builder and make changes directly.
Edit form settings (Name, Description, Data Security, Assignments):
- From the live board: Select the Edit icon under Actions.
- From the Form Builder: Select More Options > Form Setting.

Publish an Agent Form

Publishing makes the form available for agents to send to customers from the Agent Console.

Select the More Options icon under Actions.
Select Publish.

If you edit a published form, republish it for the changes to take effect.

Delete an Agent Form

From the live board: Select More Options > Delete.
From the Form Builder: Select More Options > Delete.

Deleted forms can’t be restored.

Widgets

Widgets embed external systems or web pages into the Agent Console. Agents access widgets within custom Agent Console Layouts.

External applications may require permission configuration to load properly within the console.

To access, go to Contact Center AI > CONFIGURATIONS > Widgets.

Select External Widget, then + New External Widget.
Configure:
- Widget Name-A name to identify the widget.
- Load without conversation-Check this to display the widget on the agent desktop even when no conversation is active.
- Widget Icon-Upload a file or drag and drop.

Enter the Widget URL. Use a static URL or a dynamic URL with variables from the Variable dropdown:

Variable	Description
`Agent Id`	Unique agent identifier
`Agent First Name`	Agent’s first name
`Agent Last Name`	Agent’s last name
`Customer Email Id`	Customer’s email address
`Customer First Name`	Customer’s first name
`Customer Last Name`	Customer’s last name
`Customer Phone Number`	Customer’s phone number
`Conversation Id`	Unique conversation identifier

For custom metadata variables, use: {{context.metaInfo.<yourCustomVarName>}} Example: https://www.example.com/?id={{context.metaInfo.customerId}} resolves to https://www.example.com/?id=12345 at runtime.

Enter a Failure URL (optional)-Displays if the main page fails to load. Supports the same variables.
Select Save.

In the External Widgets list, select the widget. Update the name, icon, or URLs and save. In the External Widgets list, select the widget. Select Delete in the bottom toolbar and confirm.

Deleting a widget removes it and all its configurations from the Agent Console permanently.

In the Agent Console, select Manage Layout.
Select a layout and select the edit icon.
Drag the widget from the left panel to the right panel.
Select Save.

In the Agent Console, select Manage Layout.
Select a layout and select the edit icon.
Select More Options on the widget and select Delete.

Removing a widget from a layout only hides it from agents-the widget configuration is preserved and can be re-added later.

Wallboards

Wallboards display real-time contact center performance metrics across queues, giving administrators and supervisors a live view of operations as they develop throughout the day. To access, go to Contact Center AI > CONFIGURATIONS > Wallboards.

Create a Wallboard

Select + Add New Wallboard.
Enter a Name and optional Description.
Select the Wallboard Type and configure the settings.

Center Wide

Shows aggregated data across multiple queues.

Setting	Description
Display to	The queues that can view this wallboard.
Queues	Queues to include in the data. Defaults to all if none selected.
Channels	Channels to include. Defaults to all if none selected.
Time Period	Last 15 min, 30 min, 1 hr, 2 hr, 8 hr, 12 hr, or Today.
Enable Scroll Text	Optional. Adds horizontally scrolling text at the bottom. Set the message and scroll speed: Slow, Medium, or Fast.

Queue Specific

Shows agent performance rankings for a specific queue.

Setting	Description
Display Top 3 Performers	Choose Multiple Insights (three different metrics) or One Insight (three agents for one metric).
Available metrics	Top Closed, Top Answered, Top CSAT, Top Occupancy Rate, Top Average First Response Time.
Display to / Queues / Channels / Time Period / Scroll Text	Same options as Center Wide.

Center Wide Abandoned

Shows aggregated data across all queues. This wallboard is built in and not customizable.

Setting	Description
Display to	Defines the queues that can view the wallboard.
Queues	Specifies the queues to include in the data. Defaults to all queues if none are selected.
Choose Metrics From	Specifies the queues from which metrics are collected.
Channels	Specifies the channels to include. Defaults to all channels if none are selected.
Time Period	Defines the reporting window: Last 15 min, 30 min, 1 hr, 2 hr, 8 hr, 12 hr, or Today.
Allow manual scrolling for Queue-Skill table	Option to select Manual or Auto Scroll.
Enable Scroll Text	Optional. Displays horizontally scrolling text at the bottom. Configure the message and scroll speed (Slow, Medium, or Fast).

Select Create.

Edit a Wallboard

Select Edit, make the required changes, and select Update.

Delete a Wallboard

Select the Delete icon and confirm.

​Hours of Operation

​Add Hours of Operation

​Standard Hours

​Holidays and Special Days

​Edit Hours of Operation

​Delete Hours of Operation

​Languages and Speech

​Language Management

​Add a Language

​Disable and Re-Enable a Language

​Supported Languages

​Hold Audio

​Add Hold Audio

​Delete Hold Audio

​Response Templates

​Create a Response Group

​Edit a Response Group

​Delete a Response Group

​Create a Response

​Using Response Template Shortcuts

​Variables in Response Templates

​Edit a Response

​Delete a Response

​Export Response Templates

​Surveys

​Create a Survey

​Edit a Survey

​Delete a Survey

​Agent Forms

​Create an Agent Form

​Build an Agent Form

​Edit an Agent Form

​Publish an Agent Form

​Delete an Agent Form

​Widgets

​Add a Widget

​Edit a Widget

​Delete a Widget

​Add a Widget to an Agent Console Layout

​Remove a Widget from an Agent Console Layout

​Wallboards

​Create a Wallboard

​Center Wide

​Queue Specific

​Center Wide Abandoned

​Edit a Wallboard

​Delete a Wallboard

Hours of Operation

Add Hours of Operation

Standard Hours

Holidays and Special Days

Edit Hours of Operation

Delete Hours of Operation

Languages and Speech

Language Management

Add a Language

Disable and Re-Enable a Language

Supported Languages

Hold Audio

Add Hold Audio

Delete Hold Audio

Response Templates

Create a Response Group

Edit a Response Group

Delete a Response Group

Create a Response

Using Response Template Shortcuts

Variables in Response Templates

Edit a Response

Delete a Response

Export Response Templates

Surveys

Create a Survey

Edit a Survey

Delete a Survey

Agent Forms

Create an Agent Form

Build an Agent Form

Edit an Agent Form

Publish an Agent Form

Delete an Agent Form

Widgets

Add a Widget

Edit a Widget

Delete a Widget

Add a Widget to an Agent Console Layout

Remove a Widget from an Agent Console Layout

Wallboards

Create a Wallboard

Center Wide

Queue Specific

Center Wide Abandoned

Edit a Wallboard

Delete a Wallboard