ACD Initiate Processing

This ACD tool starts the ACD processing for a telephone or chat interaction. This tool should be called when an interaction is on a workgroup queue. When this step executes, the CIC server selects an appropriate agent from the workgroup queue on which the interaction currently resides. For example, if the interaction is on the Technical Support queue, then the members of the Technical Support workgroup are considered to be agents of that workgroup. All available members of that workgroup are considered agents who might receive the interaction.

In this tool, you’ll also specify the weights used to calculate Agent score, interaction score, and other values used in ACD processing. See Configuring ACD Processing in the CIC ACD Processing Technical Reference located in the PureConnect Documentation Library for more information on how to configure the parameters in this tool.

Note: This tool generates a ACDProcessQueueItem event that starts the ACDAvailableInteraction handler.

Inputs

Call Identifier

The identifier of the telephone or chat interaction on which ACD processing is performed.

Weight for Agent Skills

This input is used when multiple agents are vying for one call and indicates the level of importance for Agent Skill in the Agent Score formula. Agent skill levels are assigned in Interaction Administrator on a User or Workgroup level. Specify the skill requirements for a call using one or more ACDSpecifySkill steps before this ACDProcessCall step.

If Agent Skill is more important for you than Agent Cost, Agent Available Time, or some other custom attribute, weight this parameter more than the other weight parameters. The default value is 1.0.

Weight for Agent Cost

The level of importance for Agent Cost in the Agent Score formula. Agent Cost is an attribute assigned to an agent in Interaction Administrator. Use a positive value in this parameter to assign the call to the agent with the highest cost. Use a negative value in this parameter to assign the call to the agent with the lowest cost. The default value is 1.0.

Weight for Agent Available Time

The level of importance for Agent Available Time in the Agent Score formula. If you want to assign this call to the agent who has been off the phone the longest, weight this parameter more heavily than Weight for Agent Skill and Weight for Agent Cost. The default value is 1.0.

Weight for Agent Attribute 1

Weight to be used for Agent Attribute 1. This attribute can be assigned in Interaction Administrator. The default value is 0.0.

Weight for Agent Attribute 2

Weight to be used for Agent Attribute 2. This attribute can be assigned in Interaction Administrator. The default value is 0.0.

Weight for Agent Attribute 3

Weight to be used for Agent Attribute 3. This attribute can be assigned in Interaction Administrator. The default value is 0.0.

Agent Available Time Interval

The amount of time (in seconds) before increasing the Agent Available value by one. The longer an agent is available, the higher his or her Agent score will be. The default value is 30.

Weight for Interaction Skills

If you are concerned with matching calls to agents with the best skills for the calls, then increase the Weight for Interaction Skills more than the weights for Priority or Time in Queue or System. This input is used when an agent becomes available and there are multiple calls from which to choose. The default value is 1.0.

Weight for Priority

If you are concerned with matching calls with the highest priority to agents, then increase the Weight for Priority more than the weights for Skills or Time in Queue or System. The default value is 1.0.

Weight for Time in Queue

If you are concerned with matching calls that have been holding in this queue the longest to agents, then increase the Weight for Time in Queue more than the weights for Skills, Priority, or Time in System. The default value is 1.0.

Weight for Time in System

If you are concerned with matching calls that have been connected to CIC the longest to agents, then increase the Weight for Time in System more than the weights for Skills, Priority, or Time in Queue. The default value is 0.0.

Priority Level

The priority level assigned to the call. If you want priority taken into account when calculating interaction scores, you should also increase the value in the Weight for Priority parameter. The default value is 50.

In-Queue Time Interval

The number of seconds before the Time in Queue value is increased by one. This increases a call's score and the likelihood that it will be assigned to an agent. The default value is 30.

In-Queue Time Limit

The number of seconds before the ACD Queue Item Timeout event is generated. The ACD Call Timeout initiator is configured to start a handler when a call reaches its In-Queue time limit. Think of this parameter as the amount of time to wait before special processing is performed on the call by the ACDQueueTimeout handler. The default value is 0, which indicates no time limit.

In-System Time Interval

The amount of time (in seconds) before increasing the Time in System by value by one. This increases a call's score and the likelihood that it will be assigned to an agent. The default value is 30.

Weight for Utilization

Increase Weight for Utilization if you want agents whose utilization is consumed by ACD interactions already assigned to them to be less likely to get a new ACD interaction assigned in a scenario with multiple agents available in the queue. The default value is 0.0.

Outputs

Call Identifier

The identifier for the call flagged for ACD processing.

Exit Paths

Next

This step always takes the Next exit path.