Definitions of the ACD types appear below. The second section, beginning on page 9X, explains how to set up and configure Interaction Center s ACD processing to meet your organization s needs. You can also use handlers to assign and modify interaction attributes.
ACD cannot assign chats to phone-only agents. The next alerting call after that goes to User3 if that user is available. An administrator can assign agent attributes in Interaction Administrator. These generic objects function like other interactions within the CIC client.
When an agent sends a response, the From field of the response contains the name indicated in the Display Name field. That agent cannot be assigned to any interactions with a Microsoft Word proficiency requirement greater than By configuring the formula used to calculate these scores, mivoice business reporter salary customize the ACD system to meet your needs.
The agent list is filtered In step 1, the interaction is assigned minimum skill requirements. Interaction Conference is a trademark of Interactive Intelligence, Inc.
Allows for the use of three or more interaction types. Each attribute has an associated weight that determines how that attribute affects the agent or interaction score. Figure 1 - Configure a workgroup to receive or send ACD-routed.
This value can also be used to increase an agent s score, and therefore increase their chance of receiving an interaction that requires that skill.
If the required skills were not explicitly assigned, ACD Server looks at the skills that the agent inherited from any workgroups to which he or she belongs. For example, the workgroup to which this message was sent is not configured to receive encrypted messages.
ACD routing is based on agent availability, skill levels, costs, priority, and any other attribute you choose. Time in System is a little different. The tiebreaker is the amount of time the interaction is in the queue. The following two sections describe in detail how Customer Interaction Center matches agents to interactions in both scenarios.
If an interaction comes in when no agents are available, it goes to the first agent that becomes available. In this case, the Skills value in the Interaction Score formula would look something like this: Content of the message was encrypted but decryption failed.
Agent cost can be used in calculating an agent s score. For example, a workgroup has three users User1 - User3all available for workgroup calls and listed as User1, User2, User3, in that order. Interaction Collector is a registered trademark of Interactive Intelligence, Inc. For purposes of ACD processing, interactions can be assigned priorities and skill requirements.
You can use Interaction Designer to create and modify handlers. Your configuration determines how agent scores are calculated. Distribution To determine when new messages are received, the inbound folder of a mailbox associated with a workgroup queue is polled at various intervals.
Then, use the Open Message by Cookie tool to get all of the fields from the message.Belo Horizonte | Brazil. Sweden - Sverige. The Kingdom of Sweden - Konungariket Sverige.
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