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Modify an Enterprise Group

The Enterprise Group Configuration dialog box in Interaction Administrator allows you to modify an enterprise group.

To modify an enterprise group

  1. In the tree view, click the Enterprise Groups container. The enterprise groups display in the Enterprise Groups list view.

  1. Right-click the enterprise group and then click Properties. The Enterprise Group Configuration dialog box appears.

Available Queues: Queues that you can associate to this enterprise group.

Enterprise Group Queues: Queues associated to this enterprise group.

Active: If selected, the enterprise group is active. If cleared, the enterprise group is inactive and Interaction Director ignores the group.

  1. Do the following as necessary:

    1. To add a queue to the group, click the queue in the Available Queues list box and then click Add-->. The queue moves to the Enterprise Group Queues list box.

    2. To remove a queue from the group, click the queue in the Enterprise Group Queues list box and then click <--Remove. The queue moves to the Available Queues list box.

    3. Select or clear the Active check box.

    4. To change the order of an enterprise group, in the Enterprise Group Queues list box, click the group and then click Up or Down. Director evaluates groups in the order they appear in the list box.

  2. Click Apply.

  3. To modify pre- or post-call routing criteria, click the Pre- or Post-Call Routing Criteria tab, depending on which type of routing you defined for the enterprise group. The following example shows the Pre-Call Routing Criteria tab.

Interval in seconds over which any time-based scores increase by 1: Number of seconds (from 1 to 600) over which any time-based scores increase by 1. The default is 30 seconds.

Disqualify queue, if no free lines: If selected, Director does not evaluate enterprise group queues when no lines are available.

Disqualify queue, if no agents logged on: If selected, Director does not evaluate enterprise group queues when no agents are logged on. This option is available for pre-call only.

Disqualify queue, if no available agents: If selected, Director does not evaluate enterprise group queues when no agents are available. This option is available for pre-call only.

  1. Modify the options as necessary and then click Apply.

  2. To modify a monitored value, click the monitored value and then click Edit... The Routing Criterion Definition dialog box appears.

Enable this criterion for scoring: If selected, Director's scoring algorithm evaluates the proficiency weight. If cleared, "Not used" appears in the Routing Criteria list. 

+ Plus (higher monitored values are more desirable): If selected, higher scoring values are more desirable.

- Minus (lower monitored values are more desirable): If selected, lower scoring values are more desirable.

Note:

Interactions go to the agent (in post-call) or queue (in pre-call) with the highest score. A positive (+) bias tends to increase the score; a negative (-) bias decreases the score.

Importance: Numeric value between 1 and 100 that weights the criteria's influence on the routing calculation. Assign more important criteria a higher weight. Importance works with the bias setting to indicate whether a higher number is more desirable or less desirable. For example, whether a higher number means that the agent can receive the call or a higher number means that the agent cannot receive the call. Higher weight makes a specific factor affect the score more in whatever direction the bias specifies.

  1. Modify the information and then click OK.

  2. Click the Skills tab.

  1. Do one of the following:

    1. To add a skill, do the steps to Add a Skill.

    2. To modify a skill, do the steps to Modify a Skill.

    3. To delete a skill, do the steps to Delete a Skill.

  1. To modify the next enterprise group in the list view, do the following:

    1. Select Confirm auto-save.

    2. Click >>. The next enterprise group in the list appears.

  2. When finished modifying enterprise groups, click OK.