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Below are the key new features included:
9.5.6 Release Features
• Limiting Dynamic Sessions based on Time in
Assignment
• Time in Assignment Filter Attribute
• Ability to add and remove columns from all
administrative grids
• Concurrent Dynamic Sessions safeguard
• Ability to fire up to 10 actions in a rule
• New Language Support:
- Russian
- Mandarin (Simplified Chinese)
• Technical Good Health:
- Recoverable WFM Write Backs
- Service Independence
• Agent State Exposed Data, Events and Actions
- CISCO
- Avaya
• Using Agent State with Prompt Activity Session
Action (CISCO and Avaya)
• CISCO ACD Provider
- ACD Exposed Data
- User to Queue Association
• Avaya Provider
- Addition of Cumulative ACD metrics
• Genesys Outbound Dialer Provider
• Time in Assignment Tracking for Non SCORM
Assignments
Agent State Exposed Data,
Events and Actions • CISCO UCCE v8.5 to 10.5
• CISCO UCCX
• Avaya 6.3.3.1.10-0 Device, Media, and Call Control (DMCC) API version
Current Agent State – What is this feature?
• Addition of ―Current Agent State‖
exposed data
• Allows you to include the current state
of the agent on the ACD as part of a
condition in your rule. For example:
— Used to only offer certain actions to users who are in acceptable ACD
agents states
— Used to compare ACD agent state to the user’s scheduled activity for
adherence purposes
Current Agent State – Feature Value • This feature allows customers with CISCO or Avaya to monitor ACD agent state as a condition
within Intradiem business rules.
• Current Agent State exposed data is typically used to ensure only agents not actively servicing
customers receive certain actions.
• Sample Rule: If Current Agent State for a care agent is ready AND average speed of answer is
less than 10 seconds for all queues the agent services, then Prompt an Activity Session.
Trigger
Frequency
• 1 minute
Intradiem
Cisco or Avaya
Condition
Current Agent State
• Is ―Ready‖
• User Filter – Care Agents
Average Speed of Answer • <10 seconds
• By User, All User’s Queues
Actions
Prompt an Activity Session
• User Filter = These Users
• Activity Type = Next Available Activity
Agent State Events – What is this feature?
• Addition of Agent State events of:
— Agent State Changed To
— User Logged In
— User Logged Out
• Allows you to leverage ACD agent state
event changes to trigger business rules.
For example:
— Used to compare ACD agent state to the user’s scheduled activity for
adherence purposes
— Used to true up schedule adherence issues with early or late arrivals
of agents
Agent State Events – Feature Value • This feature allows customers with CISCO or Avaya to monitor ACD agent state changes and use
them as triggers in Intradiem business rules.
• Agent State events are typically used in comparison with the agent’s schedule to identify and
automatically address schedule adherence issues.
• Sample Rule: If user logs out of ACD and shift end time for the user is in the future, add a
schedule segment of TIME OFF with a start time of rule runtime and an end time of Shift End
Time.
Trigger
Frequency
• User Logged Out
WFM
Cisco or Avaya
Condition
Shift End Time
• Is greater than rule runtime
Actions
Add Schedule Segment
• Segment Code to Add = TIME OFF
• Start Time = Rule Runtime
• End Time = Shift End Time
Agent State Actions – What is this feature?
• Addition of Agent State actions of:
— Change Agent State
— Log User Out
• Allows Intradiem to automatically
change a user’s ACD state when certain
conditions are met. For example:
— Used to ensure ACD agent state and activity on user’s schedule are
kept in sync
— Can be used to change the user’s state before a scheduled event
to ensure that scheduled event is not interrupted by the next
incoming call
— Can be used to log a user off the ACD at the end of a shift, etc.
Note – the User can only be logged out of the ACD for CISCO if
they are in a “not ready state.” No such limitation applies to the
Log User Out action for Avaya.
Agent State Actions – Feature Value • This feature allows customers with CISCO or Avaya to evoke agent state changes on the ACD using
Intradiem business rules.
• Agents state actions are typically used:
— To automatically manage and ensure the agent’s ACD state and WFM schedule are kept in sync for adherence purposes.
— To log the user out of the ACD at the end of the shift or when other specific activities occur (training, etc.)
• Sample Rule: If a user’s dynamic session is interrupted, change agent state from INTRA to Ready.
Trigger
Event
• Dynamic Session is Interrupted
Intradiem
Cisco or Avaya
Condition
Not Applicable
Actions
Change Agent State
• From: INTRA
• To: Ready
• User Filter = These Users
Using Agent State with Prompt
Activity Session Action • CISCO UCCE v8.5 to 10.5
• CISCO UCCX
• Avaya 6.3.3.1.10-0 Device, Media, and Call Control (DMCC) API version
Using Agent State with Prompt Activity Session
Action – What is the feature?
• The ability to monitor the ACD state of
the agent before firing the Prompt
Activity Session action
• The ability to change the ACD state of
the agent before firing the Prompt
Activity Session action
To ensure the agent is in an allowable state right before the Dynamic Session offer is made it is recommended
that these advanced settings on the Prompt Activity Session action be used.
Using Agent State with Prompt Activity Session
Action – Feature Value • Allows customers with CISCO or Avaya to limit Dynamic Session offers to agents who are in a particular state,
typically available or after call work.
• Allows Intradiem to automatically change the ACD state of a user before the Dynamic Session is offered to
ensure the agent does not receive another call.
• Sample Rule: If average speed of answer is less than 10 seconds for all queues the agent services, then Prompt
an Activity Session if the agent is in Ready or ACW and change the agent state to Not Ready before the offer.
Trigger
Frequency
• 1 minute
Intradiem
Cisco or Avaya
Condition
Average Speed of Answer
• <10 seconds
• By User, All User’s Queues
Actions
Prompt an Activity Session
• User Filter = These Users
• Agent State Required to Make Offer= Ready or ACW
• Change Agent State To = Not Ready
CISCO ACD Provider – What is this feature?
• Includes receiving ACD skill group
(queue) level exposed data statistics
that can be used as conditions in
Intradiem rules
• Includes receiving user to queue group
associations so that actions can be taken
based on the status of any or all of the
user’s queues
CISCO ACD Provider – What is this feature?
• Supports creation of 1 or many CISCO
ACD provider instances
• Provides 14 ACD queue metrics that can
be used in rule writing
• Allows thresholds to be set for each ACD
queue metric
• Allows users to create 1 or many rules
using any of the 14 queue metrics as
conditions in a rule
CISCO ACD Provider – Feature Value • This feature allows customers with a CISCO router to leverage key skill group metrics (queue
metrics) in Intradiem business rules.
• Queue metrics are typically used to assess the real time state of the contact center, which is
used in a rule to identify when to trigger intraday adjustments (prompt an activity session,
offer overtime, offer time off, etc.)
• Sample Rule: When Longest Call Waiting is less than 20 seconds for all the queues a “Care
Agent” is servicing, then Prompt an Activity Session for the Highest Priority Activity Type.
Trigger
Frequency
• 1 minute
Intradiem
Cisco
Condition
Longest Call Waiting (seconds) – By Queue
• < 20 seconds
• User Filter = Care Agents
• By User
• All User’s Queues
Actions
Prompt an Activity Session
• User Filter = These Users
• Activity Type = Next Available Activity
CISCO ACD Provider – Exposed Data Supported • The below provides a summary of the ACD queue metrics supported:
Intradiem Exposed Data CISCO Name Description
Agents in After Call Work – By Queue WorkNotReady
The number of agents in the specified Queues who are in After Call Work (per CISCO this is
the "Work Not Ready" state).
Agents in Available - By Queue Avail The current number of agents in specified queues who are currently in a Not Active state.
Agents in Busy Other – By Queue BusyOther The number of agents in specified Queues who are in a Busy Other state.
Agents in Not Ready - By Queue Not Ready The current number of agents in specified queues who are currently in the Not Ready state.
Agents in Ready - By Queue Ready
The current number of agents in the specified queues who are currently in any state other
than Not Ready or Work Not Ready.
Agents on Calls – By Queue TalkingIn
The number of agents in specified Queues who are currently talking on a customer call (per
CISCO this is the "TalkingIn" metric).
Agents Staffed – By Queue LoggedOn The number of agents who are staffed on (logged on) to this ACD or specified queues.
Average Speed of Answer (seconds) – By
Queue
AnswerWaitTimeTo5/
CallsAnsweredto5
The sum of answer wait time in seconds for all calls answered for the specified queues
during the rolling five-minute interval divided by the calls that are currently being handled
by this ACD or specified calls during the rolling five-minute interval.
Average Talk Time (seconds) – By
Queue AvgHandledCallsTalkTimeTo5
The average time spent talking on call for this ACD or specified queues during the rolling
five minute interval.
CISCO ACD Provider – Exposed Data Supported
continued • The below provides a summary of the ACD queue metrics supported:
Intradiem Exposed Data CISCO Name Description
Calls in Queue – By Queue
CallsQNow - used with
PrecisionQueue Based Routing
CallsQueuedNow - used with Skill
Group Routing
The current number of calls that are waiting for an answer on this ACD or specified
queues.
Longest Call Waiting (seconds) – By
Queue
LongestCallInQ – used with
PrecisionQueue Based Routing
RouterLongestCallInQ – used with
Skill Group Routing The oldest call waiting to be answered for this ACD or specified queues.
Number of Calls – By Queue CallsAnsweredto5
Calls that are currently being handled by this ACD or specified calls during the rolling
five-minute interval.
Percent Utilized - By Queue PercentUltilizationto5
The percentage of ready time that agents in the specified queues spent talking or doing
call work during the rolling five-minute interval.
Service Level Percent – By Queue ServiceLevelTo5
The current service level for this ACD or specified queues (for a rolling 5 minute
interval).
CISCO ACD Provider – Technical Components • This integration was built to connect directly to the CISCO CTI server, which
supports CISCO’s move away from supporting CTIOS.
• For agent state functionality, this integration will support the following CTI
protocol versions:
• CTI protocol version 12 and up.
• The above protocol versions are supported with CISCO ICM version 7 and UCCE/UCCX version 8 and higher
• For ACD real time statistics and user to queue associations, this integration
currently supports a SQL server backed database connection to UCCE/UCCX
• The technical components required for this integration are:
• Connection to CISCO CTI server
• Connection to CISCO SQL server backed database
Avaya Cumulative ACD Metrics – What is this
feature? • Provides 5 cumulative ACD metrics that
can be used in rule writing
— Average Speed of Answers (seconds) Cumulative – By Queue
— Average Talk Time (seconds) Cumulative – By Queue
— Average Time to Abandon (seconds) Cumulative – By Queue
— Expected Wait Time (seconds) Cumulative – By Queue
— Service Level Percent Cumulative – By Queue
• Metrics are a rolling cumulative average
value for that specific day
• Allows thresholds to be set for each ACD
queue metric
• Create 1 or many rules using any of the 5
queue metrics in the condition
Avaya Cumulative ACD Metrics – What is this
feature?
• Avaya cumulative metrics are produced via a file in Avaya that is provided to the Intradiem Remote Integration server.
• To configure and activate Avaya Cumulative metrics, the above information must be configured so that the file is
appropriately retrieved.
• Once a user submits the required field information for retrieving and calculating Avaya cumulative metrics, the metrics
appear on the Trigger tab and Rules wizard.
Avaya Cumulative Metrics - Feature Value • This feature allows customers to include conditions in Intradiem rules that consider a cumulative average for 5
ACD metrics for the specific day. This allows customers to include a ―daily‖ average component to rule
conditions, along with real time conditions.
• For example, a customer may choose to only offer dynamic sessions when the daily service level is meeting or
exceeding its daily goal.
• Cumulative metrics are calculated throughout the day (24 hour period) to evaluate each queue. The calculation
is based on the time zone and frequency of the polling as set fourth in the provider instance configuration.
• Sample Rule: If the cumulative service level for the queues the Care Agents are servicing is less than 80%, then
interrupt all activity sessions.
Trigger
Frequency
• 30 minute
Intradiem
Avaya
Condition
Service Level Percent Cumulative – By Queue
• < 80%
• User Filter = Care Agents
• By User
• All User’s Queues
Actions
Interrupt an Activity Session
• 100% of users
• All Activity Types
• Schedule Type = Both
Avaya Cumulative Metrics – Exposed Data
Supported • The below provides a summary of the new cumulative ACD queue metrics supported:
Intradiem Exposed Data Description
Average Speed of Answer (seconds)
Cumulative - By Queue
The cumulative Average Speed of Answer for all calls in progress on this ACD or queue. The Average Speed of
Answer (seconds) Cumulative - By Queue is calculated throughout the day (24 hour period) to evaluate each
or any user and/or queue. The calculation is based on the time zone and frequency of the polling as set
fourth in the provider instance configuration.
Average Time to Abandon
(seconds) Cumulative - By Queue
The cumulative Average Time to Abandon for all calls on this ACD or queue. The Average Time to Abandon
(seconds) Cumulative - By Queue is calculated throughout the day (24 hour period) to evaluate each or any
user and/or queue. The calculation is based on the time zone and frequency of the polling as set fourth in
the provider instance configuration.
Average Talk Time (seconds)
Cumulative - By Queue
The cumulative average time spent on calls for the ACD or queue. The Average Talk Time (seconds)
Cumulative - By Queue is calculated throughout the day (24 hour period) to evaluate each or any user and/or
queue. The calculation is based on the time zone and frequency of the polling as set fourth in the provider
instance configuration.
Expected Wait Time (seconds)
Cumulative - By Queue
The cumulative average expected wait time for the ACD or queue. The Expected Wait Time (seconds)
Cumulative - By Queue is calculated throughout the day (24 hour period) to evaluate each or any user and/or
queue. The calculation is based on the time zone and frequency of the polling as set fourth in the provider
instance configuration.
Service Level Percent Cumulative -
By Queue
The cumulative service level for this ACD or queue. The Service Level Percent Cumulative - By Queue is
calculated throughout the day (24 hour period) to evaluate each or any user and/or queue. The calculation is
based on the time zone and frequency of the polling as set fourth in the provider instance configuration.
Avaya Cumulative Metrics – Technical
Components • This integration is built to retrieve a standard flat file from the Avaya ACD. The file
is retrieved from the RIS by Intradiem at a frequency set forth in the provider
instance configuration.
• This integration will support any Avaya version that is capable of creating a file
with these metrics at the desired polling interval.
• A customer can work with an Intradiem Integration Manager to set up and configure
this file.
Genesys Outbound ACD Provider – What is this
feature?
• Includes receiving outbound ACD queue
(campaign) level exposed data statistics
that can be used in Rule Creation
• Includes receiving user to queue group
associations so that actions can be taken
based on the status of any or all of the
user’s queues (campaigns)
Genesys Outbound ACD Provider – What is this
feature?
• Create 1 or many Genesys Outbound
provider instances
• Provides 10 outbound ACD queue metrics
+ Advanced that can be used in rule
writing
• Allows thresholds to be set for each ACD
queue metric
• Create 1 or many rules using any of the
10 queue metrics in the condition
Genesys Outbound ACD Provider – Feature Value • This feature allows customers with a Genesys Outbound dialer to leverage key skill group
metrics (campaign metrics) in Intradiem business rules.
• Campaign metrics are typically used to assess the real time state of outbound call activity,
which is used in a business rule to identify when to trigger intraday adjustments (prompt an
Intradiem session, offer overtime, offer time off, etc.)
• Sample Rule: When Total Dialing Attempts is greater than 100 for all the queues a “Southeast
Agent” is making, then Prompt an Activity Session for the Highest Priority Activity Type.
Trigger
Frequency
• 1 minute
Intradiem
Genesys
Outbound
Condition
Total Dialing Attempts – By Queue
• > 100
• User Filter = Southeast Agents
• By User
• All User’s Queues
Actions
Prompt an Activity Session
• User Filter = These Users
• Activity Type = Next Available Activity
Genesys Outbound ACD Provider – Exposed Data
Supported • The below provides a summary of the outbound queue (campaign) metrics
supported:
Intradiem Exposed Data Genesys Name Description
Total Calls Canceled - By Queue CampCancel The total number of unsuccessful dialing attempts initiated with a call result of Cancel.
Total Personal Callbacks Completed - By Queue
CampPersonalCallbacksCompleted
Total number of personal callbacks completed (executed). Completion of a personal callback only indicates that the callback was performed; it does not indicate if the callback was completed successfully.
Total Calls With No Answer - By Queue CampNoAnswer
The total number of unsuccessful dialing attempts initiated with a call result of No Answer.
Total Calls With Answering Machine Detected - By Queue CampAnsweringMachine
The total number of unsuccessful dialing attempts initiated with a call result of Answering Machine Detected; that is, the call was dropped because an answering machine was detected on the called party’s side.
Total Calls With Busy Signal - By Queue CampBusy
The total number of unsuccessful dialing attempts initiated with a call result of Busy; that is, the call does not go through because of a busy signal for the called party.
Total Callbacks Scheduled - By Queue CampCallbacksScheduled The total number of callbacks scheduled for a specific campaign.
Genesys Outbound ACD Provider – Exposed Data
Supported continued • The below provides a summary of the outbound queue (campaign) metrics
supported:
Intradiem Exposed Data Genesys Name Description
Total Dialing Attempts - by Queue CampDialMade Total number of all dialing attempts made (initiated) with any call result.
Total Callbacks Completed - by Queue CampCallbacksCompleted
The total number of callbacks completed (executed). The completion of a callback only indicates that the callback was performed; it does not indicate that the callback was completed successfully.
Estimated Time To Complete - By Queue
CampEstimatedTimeToComplete The estimated time, in minutes, to complete a campaign or calling list.
Successful Dialing Attempts - By Queue CampAnswers
The number of successful dialing attempts (calls answered) performed while the campaign is running.
Genesys Outbound ACD Provider – Technical
Components
• This integration is built against Genesys version 8.1.300.12
• The technical components required for this integration are:
• Access to Genesys GIS Stats and Config servers
• Statistics SDK and Configuration SDK (7.6) Web Services
Time in Assignment Tracking for Non SCORM
Assignments– What is this feature?
• Intradiem tracks time a user spends in a
non-SCORM assignment. Intradiem tracks
time a user spends in active or passive
window titles for non-SCORM
assignments and attachments for any
activity type category.
NOTE - If websites are intended to be tracked, they MUST be included in the system configuration settings for them to be tracked as non-SCORM
time @ intradiem.com/ManagerConsole/Configure/Configure.aspx (System Root -> Intradiem -> Application Configuration -> Sessions)
Time in Assignment Tracking for Non SCORM
Assignments– What is this feature?
START events include:
• Start This Assignment is Clicked - The user has clicked
an attachment for an assignment, or the user has
clicked the start button on an assignment from the
agent console.
• Session Start Prompt is Clicked - The user has clicked
a start prompt for a session, and an assignment has
been presented for the session. Time spent reading
instructions for the assignment are not tracked with
this feature. Therefore, if clicking the start prompt
for a session does not directly bring the user to an
assignment, then the user must either open an
attachment associated with the assignment from the
agent console or click the Start This Assignment
button on the agent console for time tracking to
begin.
STOP events include:
• Users logs off Intradiem.
• Leaving the application
• Complete / Confirm Completion button
• Session Ended by User
• Session Interrupted
• If a new assignment is clicked
• User is Away- The user has not interacted with the
computer at all for a configurable amount of time.
• The below provides a list of the events that start and end time tracking of non
SCORM assignments.
Time in Assignment Tracking for Non SCORM
Assignments– What is this feature?
PAUSE events include:
• Pause events indicate that time tracking should be stopped for
a period of time. Any event which puts the user into a
"Passive" state, but doesn't fall into one of the other
categories, creates a pause event.
• Pause events mostly happen when the user switches to a
window that isn't configured for tracking. This window title
and domain configuration works exactly the same way it does
for Session time tracking.
• When time tracking for an assignment is "paused", no time is
added for the time spent paused. If the tracking is resumed
within a minute, time will continue tracking for this
assignment, but if the pause duration is more than a minute,
the record will be closed and sent to the database, and no
time will be tracked until the next "Start" event is received.
RESUME events include:
• Resume events signal that time tracking should start back up if
it has been paused. If tracking hasn't been paused, resume
events have no effect.
• Any time the user goes into an "Active" state (goes to an
approved window title or domain), a resume event is
processed.
• The below provides a list of the events that pause and resume the time tracking of
non SCORM assignments.
Time in Assignment Tracking for Non SCORM
Assignments - Feature Value
• This feature allows customers to track time spent in non SCORM based assignments. This
creates a more accurate and holistic view of time spent in Intradiem relative to Task
Management.
• This feature provides clients with insight into actual time spent in a task compared to expected
duration for the task.
• Time tracking for non SCORM tasks can now be seen in reports just like time tracking for SCORM
content was previously seen in reports. The time is stored in seconds in the database and
converted to minutes when required on reports.
Limiting Dynamic Sessions Based on Time in
Assignment – What is this feature?
• A tenant level threshold under the Assignments section in System Profile called
'Time in Assignment Delivery Threshold’ has been added to allow customers to
determine what assignments the session provider should deliver to users based on
the time the user has spent to date in the assignment.
• For example, if a customer wants to stop delivering an assignment via a dynamic
session if the user has already spent 200% or more of the expected duration in the
assignment, this can be achieved by setting this threshold to 200.
Limiting Dynamic Sessions Based on Time in
Assignment – What is this feature?
• The threshold is used to determine what assignments are eligible for dynamic delivery. The threshold defines
the maximum allowed percent of time a user can spend in an assignment compared to the assignment's
expected duration, in order for that assignment to be considered for a dynamic session.
• If the user meets or exceeds the threshold, even if the assignment is not complete, it will not longer be
considered for a dynamic session. The assignment will remain visible and accessible on the agent console.
• This does not have an impact on scheduled sessions.
• The recommended value for this threshold, if used, is greater than or equal to 100.
• Leaving this field blank or setting it to 0 will ignore the threshold considerations when determining which
assignments are eligible for delivery in a dynamic session.
Limiting Dynamic Sessions Based on Time in
Assignment – What is this feature?
Example:
If the expected duration of an assignment is 10
minutes, and a user spends 20 minutes in the
assignment, the user would have spent 200% of
time in the assignment. Setting the 'Time in
Assignment Delivery Threshold' to 200 will
disqualify this assignment from being delivered
dynamically again if the user has spent 20
minutes total or more in the assignment, per
this example..
• This threshold does not impact the assignment status. So for
example, if the user is in progress when the threshold is met, the
assignment status will remain ―in progress.‖ The only way the
assignment status could change, in this case, is if a user went into
Intradiem self-directed and completed the assignment.
• This threshold is dependent upon how ―time in assignment‖ is
tracked for SCORM and Non SCORM content. Therefore, for a Non
SCORM assignment, this threshold is impacted based upon how
window titles and domains are configured within the Intradiem
system.
Limiting Dynamic Sessions Based on Time in
Assignment - Feature Value
• This feature provides customers with more control relative to which assignments are eligible for
dynamic delivery.
• This feature prevents a user from simply getting the same assignment over and over, if the user
fails to appropriately complete the assignment.
• For example, if a customer feels that the expected duration for the assignment is more than
enough time to complete the task, then setting this threshold to 100% will make any assignment
a user has spent 100% or more of the expected duration in no longer eligible for a dynamic
session for this specific assignment. Other assignments not meeting this threshold would be
considered for dynamic delivery.
Time in Assignment Filter Attribute– What is this
feature?
• Two new filters within the Assignment object are
available to allow users to filter assignments based on
the time spent in an assignment instance:
— Time in Assignments by Minutes
• When displayed on the grid, this is rounded to 2 decimal places. When
filtering, the filter value is compared to the database value, rounded to
nearest integer.
— Time in Assignment by Percent
• When displayed on the gird, this is truncated (not rounded) to one decimal
to prevent 99.6% from displaying as 100%. When filtering, the filter value
is compared to the database value, truncated to one decimal point.
• Users can filter using the six core integer operators (e.g.
- Greater Than, Greater Than or Equal, Less Than, Less
Than or Equal, Not Equal, Equal)
Time in Assignment Filter Attribute - Feature Value
• This feature allows customers to see how much time a user has spent in an assignment relative
to the expected duration for each assignment.
• This allows customers to identify users who may have completed an assignment in significantly
more or significantly less time than the expected duration.
• This allows supervisors and managers to identify assignments where agents may have spent
significant time but still have not completed the assignment successfully.
Ability to Add and Remove Columns from
Administrative Grids – What is this feature?
• Allows users to add and remove columns from each of the
major grids to create a customized view of the
information
• Columns can be moved to appear in the desired order
• Columns can be resized as desired
• Columns can be sorted
• Columns with comma delimited lists cannot be sorted
• Customized view can be exported to Excel
• Default columns and column order can be restored at any
time
• Customized view of each grid is saved based on the user
ID and maintained when the user logs out and logs back in
• Up to 3000 rows can be exported from any grid
• 30 second timeout exists on export
Clicking ―Restore
Defaults‖ will reset the
selected attributes to the
standard view
Clicking on the ―Column‖
icon allows you to choose to
add or remove any
attribute associated with
the object
• This feature allows users to tailor their view of any of the key objects within the Intradiem
Software including: users, tasks, task bundles, assignments, assignment groups, and rules.
• After desired columns are added and removed from the grid to create the desired view,
remaining columns can be reordered and resized, ultimately resulting in a view of the
information that is specific to each user’s needs.
Ability to Add and Remove Columns from
Administrative Grids – Feature Value
Ability to Add and Remove Columns from
Administrative Grids – Users Grid
• Ability to add and remove the following attributes to
the User Grid:
- Business Unit
- First Name
- Home Phone
- Is Agent in Dynamic Session
- Is Agent in Scheduled Session
- Is Agent in Session
- Is Agent Logged In
- Last Name
- Location
- Login
- Mobile Phone
- Profile
- Report To
- Status
- Tags
- Timezone
- UI Language
- User Group
- Work Phone
- Custom Attributes
- Cross Reference IDs
Ability to Add and Remove Columns from
Administrative Grids – Activity Queues
- Activity Type
- Assigned Tasks
- Current Allocated Balance
- Last Processed
- User
• Ability to add and remove the following attributes
to the Activity Queues Grid:
Ability to Add and Remove Columns from
Administrative Grids – Task/Task Bundles Grid
• Ability to add and remove the following attributes
to the Tasks Grid
- Activity Types
- Application
- Bundles
- Business Unit
- Duration
- Location
- Merge Duplicate Assignments
- Number of Attachments
- Status
- Tags
- Target Behaviors
- Target Metrics
- Task Name
- Custom Attributes
• Ability to add and remove the following attributes
to the Task Bundles Grid
- Activity Types
- Bundle Name
- Status
- Tags
- Target Behaviors
- Target Metrics
- Tasks
- Total Duration
Ability to Add and Remove Columns from
Administrative Grids – Assignments/Assignment
Groups • Ability to add and remove the following attributes
to the Assignments Grid
- Activity Type
- Assigned Task
- Assignment Group
- Comments
- Due Date
- Employee Initials
- Expected Duration (min)
- Expiration Date
- First Score
- Last Score
- Custom Attributes
- Login
- Passed
- Priority
- Reason
- Start Date
- Status
- Supervisor Initials
- Tags
- Time in Assignment (Minutes)
- Time in Assignment (Percent)
• Ability to add and remove the following attributes
to the Assignment Groups Grid
- Assignment Definition Type
- Assignment Group Name
- Complete
- Due Date
- Expiration Date
- Incomplete
- Reason
- Start Date
- Tags
- Tasks
- Users
- Custom Attributes
Ability to Add and Remove Columns from
Administrative Grids – Assignment Rules
• Ability to add and remove the following attributes
to the Assignment Rule Grid
- Custom Attributes
- Priority
- Reason
- Requires Employee Confirmation
- Requires Supervisor Confirmation
- Rule Expiration Date
- Rule Name
- Rule Start Date
- Tags
Ability to Add and Remove Columns from
Administrative Grids – Rules • Ability to add and remove the following attributes
to the Rules Grid
- Actions
- Created By
- Created Date
- Last Modification Date
- Last Modified By
- Provider Name
- Rule Category
- Rule Name
- Status
- Triggers
- User Criteria
Ability to Add and Remove Columns from
Administrative Grids – Diagnostics
• Ability to add and remove the following attributes
to the Diagnostics Grid
- Activity Type
- Date
- Delivery Type
- Disposition
- End Time
- Productivity Status
- Start Time
- Time
- Time Offered
- Time Taken
- User
Concurrent Dynamic Sessions
Safeguard
• Session Provider configuration UI clean up
• Addition of Max Percent of Users in Action by Queue parameter
Session Provider UI Clean-up – What is this
feature? Before (9.5.5) After (9.5.6)
The Configuration tab has been removed. All fields on the Configuration tab are now
available on the Actions tab. This was done because the parameters were all related to
the Prompt Activity Session action and not related to the Session provider in general.
Before (9.5.5) After (9.5.6)
The parameters from the Configuration tab now appear in a revised, more logical order. The ―Maximum
percent of users in Action by Queue‖ parameter has been added. The ―Percent of Users to Start per Minute‖
parameter has been removed as it was not adding value to the Session Provider processing logic.
Session Provider UI Clean-up – What is this
feature?
Addition of Max Percent of Users in Action by
Queue parameter - – What is this feature?
• Provides customers with the ability to limit the
number of dynamic activity sessions that can be
started based on the number of users associated
with a queue and the number of users currently in
sessions
• Intradiem determines by queue the number of
users logged into Intradiem and the number of
users associated with each queue, based on the
user to queue ACD feed
• Intradiem maintains a count of the number of
users in session by queue and only offers
additional sessions to users if the queue(s) the
user is servicing are at or below the set threshold
Addition of Max Percent of Users in Action by
Queue parameter - – What is this feature?
Selecting the Configure button from the session provide instance pulls up an overlay where a
default threshold, as well as exception thresholds, by queue can be defined to limit the maximum
number of users who can receive the Prompt Activity Session action based on the number of users
associated with the queue and the number of users currently in session.
Addition of Max Percent of Users in Action by
Queue parameter - Example
If "Queue 1" has 100 users, and the queue is configured to allow up to 75% of users to be in the Prompt Activity
Session action at a time, Intradiem will never offer sessions to more than 75 users who are associated with Queue
1. This ensures there are always 25 agents available to service incoming calls.
If a user is associated to multiple queues, that user can only receive a session if none of the queues would be put
over their thresholds.
Both scheduled and dynamic sessions are tracked for this threshold. Scheduled sessions are offered without
restriction. However, the number of dynamic sessions that can be offered will be determined by adding both the
number of users currently in scheduled and dynamic sessions and comparing it to the threshold value.
Intradiem rounds down in the event that 20.5, for example, users can be in session. Intradiem would never go
above 20 users in this scenario.
The percent chosen should be carefully considered for queues staffed with a small numbers of agents. For
example, if there are 9 users logged into Intradiem and associated with Queue 1 and the percent is set to 10%, no
users would receive a dynamic session until the total number of users logged into Intradiem and associated with
Queue 1 increased to 10.
NOTE – queue association is based on the Intradiem user to queue feed from the ACD. This parameter counts
users logged into Intradiem who are also associated with the defined queue.
• This feature allows customers to ensure that the Prompt Activity Session action is never offered
to ALL the users associated with a queue. It essentially ensures that Intradiem never ―starves‖
a queue by taking all agents off for sessions at a given time.
• This feature is more critical for queues staffed with a smaller number of agents.
• Customers have the option to use this feature or to simply leave the parameter blank. If
parameter is left blank the session provider will prioritize and deliver sessions without regard to
the number of users associated the queues.
Addition of Max Percent of Users in Action by
Queue parameter – Feature Value
Ability to Fire Up to 10 Actions in a Rule – What
is this feature?
• When creating a rule, up to 10 actions can be added to a single rule.
• When the rule renders true, each action associated with the rule fires simultaneously.
Ability to Fire Up to 10 Actions in a Rule -
Feature Value
Frequency
• 1 minute
Intradiem
Cisco
Longest Call Waiting (seconds) – By Queue
• < 20 seconds
• User Filter = Care Agents
• By User
• All User’s Queues
Prompt an Activity Session
• User Filter = These Users
• Activity Type = Next Available Activity
• This feature allows customers to streamline the number of rules needed by being able to fire
multiple actions based on a set of triggers rendering true.
• Sample Rule: If longest call waiting by queue is < 20 seconds for all the queues Care agents
service, then Prompt an Activity Session for those agents AND send an email to the WFM team
with the list of agents who received a session.
Communications Send Email
• To: WFM Mission Control
• Email Body – The following users were eligible to receive a session:
• %user_list:1%
Trigger Condition Actions
Chinese (Simplified) and Russian Foreign
Language - What is this feature?
• Intradiem version 9.5.6 now supports
Chinese (simplified) and Russian foreign
languages. These languages can be
found on the user record under the UI
language field.
• Once the language on the User record is
set, all verbiage on the UI is translated
to the selected language.
Below are the key new features included:
9.5.6 Technical Good Health Features
• Recoverable WFM Dynamic Session Segment Write Backs
• Service Independence
Recoverable WFM Dynamic Session Segment
Write Backs – What is this feature? • This feature ensures that all WFM exception write backs that occur due to the completion of a
dynamic session are successfully sent and processed to the WFM system in the event of an
interruption of service within the Intradiem system or an error received from the WFM system.
— Interruption of Intradiem Service:
• A mechanism had been added to recover WFM write backs in the event the Remote Integration Server (RIS) services are
stopped. If RIS services are stopped, then all the export data present in queue will be stored in a file for recovery. Once the
RIS services are started, this file is accessed and loaded back in the queue so that it will be processed and exceptions are
exported to the WFM system.
— Error Received from WFM:
• While exporting dynamic session exceptions, a success or failure communication is received from the third party WFM
system. There could be two reasons for the failure:
1) There is a processing failure due to some issue with the data, such as a user is not found, the exception code is invalid, the start moment is not found,
etc. These types of issues must be looked into and are not recoverable.
2) There is a failure due to the communication between the RIS and the third party WFM component. This type of issue is recoverable.
• Recovery file is created based on a configurable set of errors received and an attempt to resend the exceptions is done a
configurable number of times.
• Error handling from the third party WFM system requires an integration approach that leverages an API that receives error
messages. Currently this is only in place with Aspect eWFM. All other WFM integrations do not currently provide Intradiem
with error handling messages.
Service Independence – What is this feature?
• This feature allows all the critical services within the Intradiem to be stopped and restarted
independently of one another and in any order. Example services include: API ACD service,
session service, rules engine service, messaging service, etc.
• This feature provides several benefits including:
— Improves the overall stability of the Intradiem product
— Minimizes interruption time during an unscheduled outage
— Reduces the amount of time needed for planned service windows and upgrades