QX1000 Manual II: Administrator's Guide
Administrator’s Menus
QX1000; (SW Version 5.3.x)
82
To calculate the agent’s composite skill grade, AG sums up the grades of those skills of the agent that are included into the required skill set received
from IVR. The grades of the non required skills are not considered.
The composite skill grade of AG is the sum of composite grades of the online agents of that group.
Interactive Voice Response system
ACD IVR is a custom Auto Attendant (see Attendant Extension Settings) configured on QX1000 with VoXML script and voice prompts designed for
quizzing the customers, determining the set of required skills as described above and routing the call to the agent group having the maximum current
value of the composite skill grade for required set. Since the general skill set is configured by ACD administrator and is application specific (call
center specific), the VoXML script and voice prompts of IVR should be built taking into account the skill set configured by administrator.
ACD IVR is needed mainly in case if there are Agent Groups that are configured to do skills based call distribution between agents. In such
circumstances the IVR is quizzing the calling customer to determine the set of required skills and when handing over the call to ACD module it
passes the set of skills required by calling customer. Having that set the ACD module calculated the composite skill grade of each AG in the system
and sends the call to AG having the highest value of composite skill grade. The call in AG is handled according to call distribution type configured
with that AG.
For example, if the call distribution type of AG is “skills based” then AG will try to connect the call to the agent having the highest composite skill
grade and if it is not answered within timeout the AG will try to connect to the next agent with the highest grade, etc. If the call distribution type is
something else then AG will distribute the calls according to that distribution type don’t taking into account the skill grades of the agents.
In case if the call is received on agent group bypassing ACD’s IVR and the skills based call distribution is selected for that agent group, the agent
group will consider the full set of skills when making decision on which agent to make a call first. In other words, since there is no required set of
skills received from IVR, then the agent group will consider the full set of skills summing up all skill grades of agent.
To simplest way to build the VoXML script for IVR is using the text of the Epygi’s sample VoXML script modify that and customize for your
application. The IVR voice prompts should be recorded and uploaded as usual.
The
ACD Management
page consists of 3 sub-pages:
Skills
,
Agents
and
Groups
.
The
Skills
page contains a list of all available skills and their
descriptions. The skills defined in this page are then used in
the agent management (see above) to assign the skill level
to the agents.
Add
opens the
Add Skill
page where a new skill may be
defined. The
Add Skill
page contains the
Skill
text field to
define the skill name and an optional
Description
field for
the description of the skill.
Fig. II-132: ACD Management - Skills page
Fig. II-133: ACD Management - Add Skill page
The
Agents
page of
ACD Management
contains a list of agents and the skill set corresponding to each agent. Every agent is characterized by an
Agent ID
which should be unique in the system. Agent IDs and passwords are used by the agents for logging into Agents Group (see description
above).
Add
opens the
Add Agent
page where a new agent may be created. The
Add Agent
page contains the following components:
ACD Agent ID
requires the number of the agent. Digits are
only accepted for this field. The Agent ID should be unique
in the system.
Password
requires a password of the agent. The agent
password may only contain digits. If non-numeric symbols
are entered, the “Incorrect Password: no symbol characters
allowed” error will prevent creating the agent.
Confirm Password
requires a password confirmation. If the
input is not corresponding to the one in the
Password
field,
the “Incorrect Password confirm” error will appear.
Description
requires an optional description of the agent.
Call Type
lists the available call types:
•
PBX
- extensions on the QX1000
Fig. II-134: ACD Management page
