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Build Progress

Once Build is selected on the Summary step, the build runs on its own. You are returned to the CX home page, a Contact Centre Creation entry is added to the left sidebar, and the progress overlay opens over the page.

The overlay header shows the contact centre name, a badge for the current state, and the line "IQ is building everything you need to run your contact centre. Close this any time and reopen it from the IQ icon in the sidebar." Underneath, while the build is running, is a step count such as 4 of 15 steps complete, a progress bar, and an approximate time remaining.

The overlay can be closed and reopened at any time - the build carries on either way.

The Sidebar Entry​

The Contact Centre Creation entry in the left sidebar is the way back to the overlay, and a summary of the build in its own right. Select it to reopen the overlay.

Expanded, the entry shows:

  • The section the build is working on, and the sub-step within it underneath.
  • A step count in the form Step 1 / 15.
  • A badge for the current state.
  • A progress bar, coloured to match the state.

Collapsed, the entry is just the IQ icon. Hovering it shows a tooltip with the step count and the state badge, so progress is still visible at a glance.

When the build finishes, the entry reads "Your contact centre is ready. Confirm and view summary." with a Step 15 / 15 count and a Complete badge. It stays in the sidebar until the build is acknowledged - see Complete.

Build Sections and Steps​

The build is made up of 15 steps, grouped into five sections that run in order. The overlay lists the sections, each with its own n of m step count, and the header counts the completed steps across the whole build.

  1. Foundation (3 steps) - securing access and standing up your Connect instance.
  2. Routing & Queues (3 steps) - building where calls land and how they're routed.
  3. Team & Access (3 steps) - creating your agents, hierarchy and permissions.
  4. AI & Call Flow (4 steps) - adding the AI assistant, voice agent and call journey.
  5. Go-live (2 steps) - claiming your number and connecting it to NeonNow.

What each section produces is covered in What IQ Builds for You.

Sub-Steps​

Each section can be expanded to reveal its named sub-steps, each with a line describing what it is doing. Expanding Routing & Queues, for example, shows:

  • Creating Call Queues - creating a queue for each outcome.
  • Setting Up Agent Routing - building routing profiles for your teams.
  • Configuring quick transfers - adding quick connects for transfers.

Sections and sub-steps carry their own states, shown by their icon and colour: not started, in progress, complete, needs attention or failed. So when a build stops making progress, expanding the section it stopped in shows exactly which step stalled - the completed sub-steps above it are green, the one that stalled is amber or red, and the ones below it have not started.

Steps take differing amounts of time, so one sitting on the same step for a while is not a sign that anything is wrong. Judge progress from the estimated time remaining rather than the individual steps.

Build States​

The build is always in one of four states, shown as a badge in the overlay header and on the sidebar entry.

Building​

The build is running. There is nothing to do but wait. The overlay shows the step count, the progress bar and the approximate time remaining, and the section being worked on is highlighted.

Needs Attention​

Something failed that can be recovered from, and the build has paused. An amber banner explains that something has gone wrong and invites another attempt; the step count and progress bar stay in place so it is clear how far the build got.

Select Retry in the banner to resume: the build returns to Building and continues from where it stopped, so nothing already created is lost or duplicated.

Most retries succeed - a step will normally have hit a temporary limit or timeout in your AWS account. If the same step keeps needing attention, contact your CX account manager rather than retrying repeatedly.

Failed​

The build cannot be recovered. A red banner replaces the step count and progress bar, so the overlay no longer reports overall progress - the section list underneath is where to see how far the build got and which step failed.

Select Delete Contact Centre in the banner to remove it, then start again from Choosing How to Build. Deleting removes the partly built contact centre, clears the sidebar entry and closes the overlay, and it frees you to start a new build.

Complete​

The contact centre is built and ready to use. A green banner confirms it has been created and set up successfully, and every section shows all of its steps complete.

The sidebar entry stays until the build is acknowledged. Open the overlay and select Continue in the banner. That clears the sidebar entry and takes you to your new contact centre, where the setup guide walks you through what to do next, including the phone number IQ claimed - see Phone Number. To check the finished contact centre end to end, work through Test Core Features.

Notifications​

Each time the build changes state, the person who started it gets a notification in the app and an email. There is no need to keep the tab open or watch the overlay - closing the browser does not affect the build.

Notifications go to the creator only. Other admins in the organisation see the build in the contact centres list instead, with less detail - see What Other Admins See.