The current Control hub is bi-portal experience where the admins have to go between two different portals (Control Hub and Rialto portal) to setup, edit and save their Calling features. Our goal is to bring the all the features into one Control Hub portal, with updated user experience, interaction and visual design.
In order to migrate with UX improvement, the team came to gather to dissect and understand the features. Out of the 7 features, we dug deep into the most complicated features first, which is Auto Attendant, Hunt Group and Call Queue. Once we have these features down, we saw that we would be able to update and migrate other features with ease.
The biggest challenge was the vocabulary used in the features were hard to understand, so we worked with the developers who created Rialto Portal and product manager to understand and test the features with our own accounts.
In telephony, line hunting is the method of distributing phone calls from a single telephone number to a group of several phone lines. Specifically, it refers to the process or algorithm used to select which line will receive the call
The strict definition of a call queue is that it's where callers are placed on hold, in a queue, while they wait to speak with a live agent. In other words, the call queue is where customers are placed after completing any interactive voice response prompts but before a call center representative has spoken with them.
Using the Momentum design system, the visual design was applied to updated UX design wireframes.
We sought continuous feedback throughout our design process from the design team and the key stakeholders from the product team and did multiple iterations.
The Core Control Hub design team who is in charge of looking over the overall interaction and visual design for the core control hub is to work with our team to come up with an updated Control Hub portal design.