Configure Real-time adherence for WFM plugin
Explanation
Verint (and Teleopti potentiality as well) has difficulties filtering data sent by the WFM plugin. The WFM plugin applies reason code priority to prevent the plugin from sending a reason code which may not be allowed (for example changing the reason code during a call). It also delays listening to events from the A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. for 10 minutes after starting the UCC. It can be further tweaked by adding a AdherenceRules setting in SharePoint to for instance prevent duplicate events.
A single adherence rule is built up as follows: PrecludePresence state|Code:Name=>Equality operatorPresence|Code:Name
Example: +Online|-1:InboundCall=>==Busy|-1:InboundCall
Warning
only one rule can be active per agent at any given time. Incorrect rules may result in no events being sent for the agent until a restart of the UCC!
| Preclude | Description |
|---|---|
| + | The first adherence state must be sent. |
| ~ | The first adherence state must not be sent. |
Then comes the first Adherence state.
What follows next in the rule is => which acts as a separator.
| Equality operator | Description |
|---|---|
| == | Equals. The following adherence state must match. |
| != | Not equals. The following adherence state must not match. |
| <> | Not equals. The following adherence state must not match. |
And the rule ends with another Adherence state.
Adherence state
An adherence state consists of a presence state and a reason code built up as follows:
| Presence state | | | Code | : | Name |
|---|---|---|---|---|
| See the next table. | Separator, must always be| | ID of the reason code. | Separator, must always be: | The display name of the reason code. |
Either Presence state or Code:Name must be provided. The | separator is mandatory regardless.
| Presence states |
|---|
| Online |
| IdleOnline |
| Busy |
| IdleBusy |
| DoNotDisturb |
| BeRightBack |
| Away |
| Offline |
The following reason codes may be sent by the WFM Plugin:
| Code | Name | Type (in order of priority) | Description |
|---|---|---|---|
| -1 | UnknownCallType | Call | Agent receives call with unknown type from the UCC. |
| -1 | InboundCall | Call | Agent receives an inbound call from the UCC. |
| -1 | OutboundCall | Call | Agent has started an outbound call from the UCC. |
| -1 | DirectCall | Call | Agent uses the 'Direct Call The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents.' of the UCC. |
| -1 | Start | Formal | Agent does formal sign-in. |
| -1 | Stop | Formal | Agent does formal sign-out. |
| -1 | WrapUp | Discharge / Wrap-up | Agent enters wrap-up after the call has ended. |
| -1 | WrapUpEnd | Discharge / Wrap-up | Agent's wrap-up has ended. |
| 0 | Reset | Reset | Agent resets reasoncode. |
| 1 (ID in SharePoint) | Lunch (Example) | Custom | Agent can set this reasoncode. |
The custom reason codes can be configured in SharePoint. When the agent is no longer in a call and wrap-up, all the custom reason codes that are set by the agent will be sent to the products. The Code is the ID of the list item. The configured presence is triggered by the UCC, e.g. Busy.
How to configure
-
Open the UCC Config page on SharePoint
-
Open the Plugin Settings list
-
Add the following settings:
| Setting | Description | Default value |
|---|---|---|
|
Setting: AdherenceRules Scope: WFMPlugin |
See Explanation. Each rule must be on its own line! |