Insight from Interactions 1 INSIGHT FROM INTERACTIONS .

1Insight from Interactions

INSIGHT

FROM

INTERACTIONS

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Rules Manager Accessory – Scheduler


Table of Contents

Rule Manager Accessory – Overview

Scheduler Rules - Overview

Managing Scheduler rules

Rules Manager – Navigation Tips


Rules Manager - Overview

Use this Accessory to:

– Define automatic scoring mechanism to interactions

– Classify interactions into pre-defined categories

– Define automatic recording schedules for QA / selective recording

of interactions

– Define audio analysis rules (Excitement , Word Spotting, and Talk

Over)

– Define Storage center rules


Rule Definition

A rule is a scenario where an action is applied to selected interactions

A rule cannot run on past interactions, only on current and future interactions

Each rule has a filter that includes selection by agent, group, time and more


Rule Definition

There are different actions initiated according to the rule such as

archiving interactions, audio analysis or scoring an interaction

Rule can run either by:

– A trigger event (Scorecard, Classification, Audio Analysis)

– According to a schedule (Scheduler, Storage)


Rules Manager

Click the accessories drop down list to run the application


Main View

Rules list

New rule, Edit,

Delete

Columns headings

Rule Manager side bar


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Rules Manager

Accessory

Scheduler Overview


Scheduler Rules

Recording schedules are used to initiate the recording of interactions

Defining a scheduler is needed in QA or selective recording environment

A single site can have different recording schedules that operate simultaneously

You can define negative recording schedules, to exclude interactions from being recorded


Type of Schedules

Use the scheduler rules to create schedules:

– Quality / Selective – select interactions for recording according to

predefined filter criteria

– Negative - Exclude interactions that would otherwise be recorded

due to other recording schedules


Managing Scheduler Rules

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Rules Manager

Accessory


Scheduler

Click NEW for creating a new Scheduler rule


Scheduler Template Dialog

Select the type of recording :• Negative recording plan:

Exclude interactions from being recorded.

• Selective recording plan: Selectively record interactions in a non-QA environment.

• Quality recording plan: Random Recording of interactions for Quality purposes.

Select the interaction type


New Quality Recording Plan

Define new rule Name, Description

and Lifetime


Recurrence

Recurrence – Choose the timeframes and frequency of sampling: – Daily cycle

– Weekly cycle

– Monthly cycle

Cycle – the entire time defined for the schedule

Timeframe – smaller segment of time within the cycle, each time recording may begin

In this example there are 10 timeframes - 06:00-09:00 (1) and 17:00-22:00 (1), Monday to Friday (x5), but the entire schedule is one cycle


Sampling - Details

Sampling – you can choose to record– Randomly per timeframe

– Randomly per cycle

– Percentage

Define the number of

interactions to be

recorded per agent

Available for ‘per timeframe’ recording only


Filter – Recording Details


Filter – Agents / Groups

Select agents / groups that will be assigned to the schedule


Filter – Expressions


Recording Parameters

Select to record an interaction of the agent with transfer or conference

The agent’s screen will be recorded after the

call has ended


Scheduler Summary


Quality Schedule by Time Interval


Quality Schedule By Time Interval


QA&


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Insight from Interactions 1 INSIGHT FROM INTERACTIONS .

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Transcript of Insight from Interactions 1 INSIGHT FROM INTERACTIONS .