Intradiemwebhelp.intradiem.com/PDF/95/9 5 6 Release Overview_10202015 (2).pdf · • CISCO UCCE v8.5 to 10.5 • CISCO UCCX • Avaya 6.3.3.1.10-0 Device, Media, and Call Control

Intradiem

9.5.6 Release Overview

October 7, 2015

Below are the key new features included:

9.5.6 Release Features

• Limiting Dynamic Sessions based on Time in

Assignment

• Time in Assignment Filter Attribute

• Ability to add and remove columns from all

administrative grids

• Concurrent Dynamic Sessions safeguard

• Ability to fire up to 10 actions in a rule

• New Language Support:

- Russian

- Mandarin (Simplified Chinese)

• Technical Good Health:

- Recoverable WFM Write Backs

- Service Independence

• Agent State Exposed Data, Events and Actions

- CISCO

- Avaya

• Using Agent State with Prompt Activity Session

Action (CISCO and Avaya)

• CISCO ACD Provider

- ACD Exposed Data

- User to Queue Association

• Avaya Provider

- Addition of Cumulative ACD metrics

• Genesys Outbound Dialer Provider

• Time in Assignment Tracking for Non SCORM

Assignments

Agent State Exposed Data,

Events and Actions • CISCO UCCE v8.5 to 10.5

• CISCO UCCX

• Avaya 6.3.3.1.10-0 Device, Media, and Call Control (DMCC) API version

Current Agent State – What is this feature?

• Addition of ―Current Agent State‖

exposed data

• Allows you to include the current state

of the agent on the ACD as part of a

condition in your rule. For example:

— Used to only offer certain actions to users who are in acceptable ACD

agents states

— Used to compare ACD agent state to the user’s scheduled activity for

adherence purposes

Current Agent State – Feature Value • This feature allows customers with CISCO or Avaya to monitor ACD agent state as a condition

within Intradiem business rules.

• Current Agent State exposed data is typically used to ensure only agents not actively servicing

customers receive certain actions.

• Sample Rule: If Current Agent State for a care agent is ready AND average speed of answer is

less than 10 seconds for all queues the agent services, then Prompt an Activity Session.

Trigger

Frequency

• 1 minute

Intradiem

Cisco or Avaya

Condition

Current Agent State

• Is ―Ready‖

• User Filter – Care Agents

Average Speed of Answer • <10 seconds

• By User, All User’s Queues

Actions

Prompt an Activity Session

• User Filter = These Users

• Activity Type = Next Available Activity

Agent State Exposed Data – Sample Rule

Agent State Events – What is this feature?

• Addition of Agent State events of:

— Agent State Changed To

— User Logged In

— User Logged Out

• Allows you to leverage ACD agent state

event changes to trigger business rules.

For example:

— Used to compare ACD agent state to the user’s scheduled activity for

adherence purposes

— Used to true up schedule adherence issues with early or late arrivals

of agents

Agent State Events – Feature Value • This feature allows customers with CISCO or Avaya to monitor ACD agent state changes and use

them as triggers in Intradiem business rules.

• Agent State events are typically used in comparison with the agent’s schedule to identify and

automatically address schedule adherence issues.

• Sample Rule: If user logs out of ACD and shift end time for the user is in the future, add a

schedule segment of TIME OFF with a start time of rule runtime and an end time of Shift End

Time.

Trigger

Frequency

• User Logged Out

WFM

Cisco or Avaya

Condition

Shift End Time

• Is greater than rule runtime

Actions

Add Schedule Segment

• Segment Code to Add = TIME OFF

• Start Time = Rule Runtime

• End Time = Shift End Time

Agent State Events – Sample Rule

Agent State Actions – What is this feature?

• Addition of Agent State actions of:

— Change Agent State

— Log User Out

• Allows Intradiem to automatically

change a user’s ACD state when certain

conditions are met. For example:

— Used to ensure ACD agent state and activity on user’s schedule are

kept in sync

— Can be used to change the user’s state before a scheduled event

to ensure that scheduled event is not interrupted by the next

incoming call

— Can be used to log a user off the ACD at the end of a shift, etc.

Note – the User can only be logged out of the ACD for CISCO if

they are in a “not ready state.” No such limitation applies to the

Log User Out action for Avaya.

Agent State Actions – Feature Value • This feature allows customers with CISCO or Avaya to evoke agent state changes on the ACD using

Intradiem business rules.

• Agents state actions are typically used:

— To automatically manage and ensure the agent’s ACD state and WFM schedule are kept in sync for adherence purposes.

— To log the user out of the ACD at the end of the shift or when other specific activities occur (training, etc.)

• Sample Rule: If a user’s dynamic session is interrupted, change agent state from INTRA to Ready.

Trigger

Event

• Dynamic Session is Interrupted

Intradiem

Cisco or Avaya

Condition

Not Applicable

Actions

Change Agent State

• From: INTRA

• To: Ready


Agent State Action – Sample Rule

Using Agent State with Prompt

Activity Session Action • CISCO UCCE v8.5 to 10.5

• CISCO UCCX

• Avaya 6.3.3.1.10-0 Device, Media, and Call Control (DMCC) API version

Using Agent State with Prompt Activity Session

Action – What is the feature?

• The ability to monitor the ACD state of

the agent before firing the Prompt

Activity Session action

• The ability to change the ACD state of

the agent before firing the Prompt

Activity Session action

To ensure the agent is in an allowable state right before the Dynamic Session offer is made it is recommended

that these advanced settings on the Prompt Activity Session action be used.


Action – Feature Value • Allows customers with CISCO or Avaya to limit Dynamic Session offers to agents who are in a particular state,

typically available or after call work.

• Allows Intradiem to automatically change the ACD state of a user before the Dynamic Session is offered to

ensure the agent does not receive another call.

• Sample Rule: If average speed of answer is less than 10 seconds for all queues the agent services, then Prompt

an Activity Session if the agent is in Ready or ACW and change the agent state to Not Ready before the offer.

Trigger

Frequency

• 1 minute

Intradiem

Cisco or Avaya

Condition

Average Speed of Answer

• <10 seconds

• By User, All User’s Queues

Actions



• Agent State Required to Make Offer= Ready or ACW

• Change Agent State To = Not Ready


Action– Sample Rule

CISCO ACD Provider • CISCO UCCE v8.5 to 10.5

• CISCO UCCX

CISCO ACD Provider – What is this feature?

• Includes receiving ACD skill group

(queue) level exposed data statistics

that can be used as conditions in

Intradiem rules

• Includes receiving user to queue group

associations so that actions can be taken

based on the status of any or all of the

user’s queues

CISCO ACD Provider – What is this feature?

• Supports creation of 1 or many CISCO

ACD provider instances

• Provides 14 ACD queue metrics that can

be used in rule writing

• Allows thresholds to be set for each ACD

queue metric

• Allows users to create 1 or many rules

using any of the 14 queue metrics as

conditions in a rule

CISCO ACD Provider – Feature Value • This feature allows customers with a CISCO router to leverage key skill group metrics (queue

metrics) in Intradiem business rules.

• Queue metrics are typically used to assess the real time state of the contact center, which is

used in a rule to identify when to trigger intraday adjustments (prompt an activity session,

offer overtime, offer time off, etc.)

• Sample Rule: When Longest Call Waiting is less than 20 seconds for all the queues a “Care

Agent” is servicing, then Prompt an Activity Session for the Highest Priority Activity Type.

Trigger

Frequency

• 1 minute

Intradiem

Cisco

Condition

Longest Call Waiting (seconds) – By Queue

• < 20 seconds

• User Filter = Care Agents

• By User

• All User’s Queues

Actions




CISCO ACD Provider – Sample Rule

CISCO ACD Provider – Exposed Data Supported • The below provides a summary of the ACD queue metrics supported:

Intradiem Exposed Data CISCO Name Description

Agents in After Call Work – By Queue WorkNotReady

The number of agents in the specified Queues who are in After Call Work (per CISCO this is

the "Work Not Ready" state).

Agents in Available - By Queue Avail The current number of agents in specified queues who are currently in a Not Active state.

Agents in Busy Other – By Queue BusyOther The number of agents in specified Queues who are in a Busy Other state.

Agents in Not Ready - By Queue Not Ready The current number of agents in specified queues who are currently in the Not Ready state.

Agents in Ready - By Queue Ready

The current number of agents in the specified queues who are currently in any state other

than Not Ready or Work Not Ready.

Agents on Calls – By Queue TalkingIn

The number of agents in specified Queues who are currently talking on a customer call (per

CISCO this is the "TalkingIn" metric).

Agents Staffed – By Queue LoggedOn The number of agents who are staffed on (logged on) to this ACD or specified queues.

Average Speed of Answer (seconds) – By

Queue

AnswerWaitTimeTo5/

CallsAnsweredto5

The sum of answer wait time in seconds for all calls answered for the specified queues

during the rolling five-minute interval divided by the calls that are currently being handled

by this ACD or specified calls during the rolling five-minute interval.

Average Talk Time (seconds) – By

Queue AvgHandledCallsTalkTimeTo5

The average time spent talking on call for this ACD or specified queues during the rolling

five minute interval.

CISCO ACD Provider – Exposed Data Supported

continued • The below provides a summary of the ACD queue metrics supported:

Intradiem Exposed Data CISCO Name Description

Calls in Queue – By Queue

CallsQNow - used with

PrecisionQueue Based Routing

CallsQueuedNow - used with Skill

Group Routing

The current number of calls that are waiting for an answer on this ACD or specified

queues.

Longest Call Waiting (seconds) – By

Queue

LongestCallInQ – used with

PrecisionQueue Based Routing

RouterLongestCallInQ – used with

Skill Group Routing The oldest call waiting to be answered for this ACD or specified queues.

Number of Calls – By Queue CallsAnsweredto5

Calls that are currently being handled by this ACD or specified calls during the rolling

five-minute interval.

Percent Utilized - By Queue PercentUltilizationto5

The percentage of ready time that agents in the specified queues spent talking or doing

call work during the rolling five-minute interval.

Service Level Percent – By Queue ServiceLevelTo5

The current service level for this ACD or specified queues (for a rolling 5 minute

interval).

CISCO ACD Provider – Technical Components • This integration was built to connect directly to the CISCO CTI server, which

supports CISCO’s move away from supporting CTIOS.

• For agent state functionality, this integration will support the following CTI

protocol versions:

• CTI protocol version 12 and up.

• The above protocol versions are supported with CISCO ICM version 7 and UCCE/UCCX version 8 and higher

• For ACD real time statistics and user to queue associations, this integration

currently supports a SQL server backed database connection to UCCE/UCCX

• The technical components required for this integration are:

• Connection to CISCO CTI server

• Connection to CISCO SQL server backed database

Avaya –Cumulative ACD Metrics

• Included initially in MR201510 maintenance release on 9.5.5

Avaya Cumulative ACD Metrics – What is this

feature? • Provides 5 cumulative ACD metrics that

can be used in rule writing

— Average Speed of Answers (seconds) Cumulative – By Queue

— Average Talk Time (seconds) Cumulative – By Queue

— Average Time to Abandon (seconds) Cumulative – By Queue

— Expected Wait Time (seconds) Cumulative – By Queue

— Service Level Percent Cumulative – By Queue

• Metrics are a rolling cumulative average

value for that specific day


queue metric

• Create 1 or many rules using any of the 5

queue metrics in the condition

Avaya Cumulative ACD Metrics – What is this

feature?

• Avaya cumulative metrics are produced via a file in Avaya that is provided to the Intradiem Remote Integration server.

• To configure and activate Avaya Cumulative metrics, the above information must be configured so that the file is

appropriately retrieved.

• Once a user submits the required field information for retrieving and calculating Avaya cumulative metrics, the metrics

appear on the Trigger tab and Rules wizard.

Avaya Cumulative Metrics - Feature Value • This feature allows customers to include conditions in Intradiem rules that consider a cumulative average for 5

ACD metrics for the specific day. This allows customers to include a ―daily‖ average component to rule

conditions, along with real time conditions.

• For example, a customer may choose to only offer dynamic sessions when the daily service level is meeting or

exceeding its daily goal.

• Cumulative metrics are calculated throughout the day (24 hour period) to evaluate each queue. The calculation

is based on the time zone and frequency of the polling as set fourth in the provider instance configuration.

• Sample Rule: If the cumulative service level for the queues the Care Agents are servicing is less than 80%, then

interrupt all activity sessions.

Trigger

Frequency

• 30 minute

Intradiem

Avaya

Condition

Service Level Percent Cumulative – By Queue

• < 80%


• By User


Actions

Interrupt an Activity Session

• 100% of users

• All Activity Types

• Schedule Type = Both

Avaya Cumulative Metrics – Sample Rule

Avaya Cumulative Metrics – Exposed Data

Supported • The below provides a summary of the new cumulative ACD queue metrics supported:

Intradiem Exposed Data Description

Average Speed of Answer (seconds)

Cumulative - By Queue

The cumulative Average Speed of Answer for all calls in progress on this ACD or queue. The Average Speed of

Answer (seconds) Cumulative - By Queue is calculated throughout the day (24 hour period) to evaluate each

or any user and/or queue. The calculation is based on the time zone and frequency of the polling as set

fourth in the provider instance configuration.

Average Time to Abandon

(seconds) Cumulative - By Queue

The cumulative Average Time to Abandon for all calls on this ACD or queue. The Average Time to Abandon

(seconds) Cumulative - By Queue is calculated throughout the day (24 hour period) to evaluate each or any

user and/or queue. The calculation is based on the time zone and frequency of the polling as set fourth in

the provider instance configuration.

Average Talk Time (seconds)


The cumulative average time spent on calls for the ACD or queue. The Average Talk Time (seconds)

Cumulative - By Queue is calculated throughout the day (24 hour period) to evaluate each or any user and/or

queue. The calculation is based on the time zone and frequency of the polling as set fourth in the provider

instance configuration.

Expected Wait Time (seconds)


The cumulative average expected wait time for the ACD or queue. The Expected Wait Time (seconds)

Cumulative - By Queue is calculated throughout the day (24 hour period) to evaluate each or any user and/or

queue. The calculation is based on the time zone and frequency of the polling as set fourth in the provider


Service Level Percent Cumulative -

By Queue

The cumulative service level for this ACD or queue. The Service Level Percent Cumulative - By Queue is

calculated throughout the day (24 hour period) to evaluate each or any user and/or queue. The calculation is

based on the time zone and frequency of the polling as set fourth in the provider instance configuration.

Avaya Cumulative Metrics – Technical

Components • This integration is built to retrieve a standard flat file from the Avaya ACD. The file

is retrieved from the RIS by Intradiem at a frequency set forth in the provider


• This integration will support any Avaya version that is capable of creating a file

with these metrics at the desired polling interval.

• A customer can work with an Intradiem Integration Manager to set up and configure

this file.

Genesys Outbound Dialer

Provider • Version 8.1.300.12

Genesys Outbound ACD Provider – What is this

feature?

• Includes receiving outbound ACD queue

(campaign) level exposed data statistics

that can be used in Rule Creation

• Includes receiving user to queue group

associations so that actions can be taken

based on the status of any or all of the

user’s queues (campaigns)

Genesys Outbound ACD Provider – What is this

feature?

• Create 1 or many Genesys Outbound

provider instances

• Provides 10 outbound ACD queue metrics

+ Advanced that can be used in rule

writing


queue metric

• Create 1 or many rules using any of the

10 queue metrics in the condition

Genesys Outbound ACD Provider – Feature Value • This feature allows customers with a Genesys Outbound dialer to leverage key skill group

metrics (campaign metrics) in Intradiem business rules.

• Campaign metrics are typically used to assess the real time state of outbound call activity,

which is used in a business rule to identify when to trigger intraday adjustments (prompt an

Intradiem session, offer overtime, offer time off, etc.)

• Sample Rule: When Total Dialing Attempts is greater than 100 for all the queues a “Southeast

Agent” is making, then Prompt an Activity Session for the Highest Priority Activity Type.

Trigger

Frequency

• 1 minute

Intradiem

Genesys

Outbound

Condition

Total Dialing Attempts – By Queue

• > 100

• User Filter = Southeast Agents

• By User


Actions




Genesys Outbound ACD Provider – Sample Rule

Genesys Outbound ACD Provider – Exposed Data

Supported • The below provides a summary of the outbound queue (campaign) metrics

supported:

Intradiem Exposed Data Genesys Name Description

Total Calls Canceled - By Queue CampCancel The total number of unsuccessful dialing attempts initiated with a call result of Cancel.

Total Personal Callbacks Completed - By Queue

CampPersonalCallbacksCompleted

Total number of personal callbacks completed (executed). Completion of a personal callback only indicates that the callback was performed; it does not indicate if the callback was completed successfully.

Total Calls With No Answer - By Queue CampNoAnswer

The total number of unsuccessful dialing attempts initiated with a call result of No Answer.

Total Calls With Answering Machine Detected - By Queue CampAnsweringMachine

The total number of unsuccessful dialing attempts initiated with a call result of Answering Machine Detected; that is, the call was dropped because an answering machine was detected on the called party’s side.

Total Calls With Busy Signal - By Queue CampBusy

The total number of unsuccessful dialing attempts initiated with a call result of Busy; that is, the call does not go through because of a busy signal for the called party.

Total Callbacks Scheduled - By Queue CampCallbacksScheduled The total number of callbacks scheduled for a specific campaign.

Genesys Outbound ACD Provider – Exposed Data

Supported continued • The below provides a summary of the outbound queue (campaign) metrics

supported:

Intradiem Exposed Data Genesys Name Description

Total Dialing Attempts - by Queue CampDialMade Total number of all dialing attempts made (initiated) with any call result.

Total Callbacks Completed - by Queue CampCallbacksCompleted

The total number of callbacks completed (executed). The completion of a callback only indicates that the callback was performed; it does not indicate that the callback was completed successfully.

Estimated Time To Complete - By Queue

CampEstimatedTimeToComplete The estimated time, in minutes, to complete a campaign or calling list.

Successful Dialing Attempts - By Queue CampAnswers

The number of successful dialing attempts (calls answered) performed while the campaign is running.

Genesys Outbound ACD Provider – Technical

Components

• This integration is built against Genesys version 8.1.300.12

• The technical components required for this integration are:

• Access to Genesys GIS Stats and Config servers

• Statistics SDK and Configuration SDK (7.6) Web Services

Time in Assignment Tracking for

Non SCORM Assignments

Time in Assignment Tracking for Non SCORM

Assignments– What is this feature?

• Intradiem tracks time a user spends in a

non-SCORM assignment. Intradiem tracks

time a user spends in active or passive

window titles for non-SCORM

assignments and attachments for any

activity type category.

NOTE - If websites are intended to be tracked, they MUST be included in the system configuration settings for them to be tracked as non-SCORM

time @ intradiem.com/ManagerConsole/Configure/Configure.aspx (System Root -> Intradiem -> Application Configuration -> Sessions)



START events include:

• Start This Assignment is Clicked - The user has clicked

an attachment for an assignment, or the user has

clicked the start button on an assignment from the

agent console.

• Session Start Prompt is Clicked - The user has clicked

a start prompt for a session, and an assignment has

been presented for the session. Time spent reading

instructions for the assignment are not tracked with

this feature. Therefore, if clicking the start prompt

for a session does not directly bring the user to an

assignment, then the user must either open an

attachment associated with the assignment from the

agent console or click the Start This Assignment

button on the agent console for time tracking to

begin.

STOP events include:

• Users logs off Intradiem.

• Leaving the application

• Complete / Confirm Completion button

• Session Ended by User

• Session Interrupted

• If a new assignment is clicked

• User is Away- The user has not interacted with the

computer at all for a configurable amount of time.

• The below provides a list of the events that start and end time tracking of non

SCORM assignments.



PAUSE events include:

• Pause events indicate that time tracking should be stopped for

a period of time. Any event which puts the user into a

"Passive" state, but doesn't fall into one of the other

categories, creates a pause event.

• Pause events mostly happen when the user switches to a

window that isn't configured for tracking. This window title

and domain configuration works exactly the same way it does

for Session time tracking.

• When time tracking for an assignment is "paused", no time is

added for the time spent paused. If the tracking is resumed

within a minute, time will continue tracking for this

assignment, but if the pause duration is more than a minute,

the record will be closed and sent to the database, and no

time will be tracked until the next "Start" event is received.

RESUME events include:

• Resume events signal that time tracking should start back up if

it has been paused. If tracking hasn't been paused, resume

events have no effect.

• Any time the user goes into an "Active" state (goes to an

approved window title or domain), a resume event is

processed.

• The below provides a list of the events that pause and resume the time tracking of

non SCORM assignments.


Assignments - Feature Value

• This feature allows customers to track time spent in non SCORM based assignments. This

creates a more accurate and holistic view of time spent in Intradiem relative to Task

Management.

• This feature provides clients with insight into actual time spent in a task compared to expected

duration for the task.

• Time tracking for non SCORM tasks can now be seen in reports just like time tracking for SCORM

content was previously seen in reports. The time is stored in seconds in the database and

converted to minutes when required on reports.

Limiting Dynamic Sessions

Based on Time in Assignment

Limiting Dynamic Sessions Based on Time in

Assignment – What is this feature?

• A tenant level threshold under the Assignments section in System Profile called

'Time in Assignment Delivery Threshold’ has been added to allow customers to

determine what assignments the session provider should deliver to users based on

the time the user has spent to date in the assignment.

• For example, if a customer wants to stop delivering an assignment via a dynamic

session if the user has already spent 200% or more of the expected duration in the

assignment, this can be achieved by setting this threshold to 200.



• The threshold is used to determine what assignments are eligible for dynamic delivery. The threshold defines

the maximum allowed percent of time a user can spend in an assignment compared to the assignment's

expected duration, in order for that assignment to be considered for a dynamic session.

• If the user meets or exceeds the threshold, even if the assignment is not complete, it will not longer be

considered for a dynamic session. The assignment will remain visible and accessible on the agent console.

• This does not have an impact on scheduled sessions.

• The recommended value for this threshold, if used, is greater than or equal to 100.

• Leaving this field blank or setting it to 0 will ignore the threshold considerations when determining which

assignments are eligible for delivery in a dynamic session.



Example:

If the expected duration of an assignment is 10

minutes, and a user spends 20 minutes in the

assignment, the user would have spent 200% of

time in the assignment. Setting the 'Time in

Assignment Delivery Threshold' to 200 will

disqualify this assignment from being delivered

dynamically again if the user has spent 20

minutes total or more in the assignment, per

this example..

• This threshold does not impact the assignment status. So for

example, if the user is in progress when the threshold is met, the

assignment status will remain ―in progress.‖ The only way the

assignment status could change, in this case, is if a user went into

Intradiem self-directed and completed the assignment.

• This threshold is dependent upon how ―time in assignment‖ is

tracked for SCORM and Non SCORM content. Therefore, for a Non

SCORM assignment, this threshold is impacted based upon how

window titles and domains are configured within the Intradiem

system.


Assignment - Feature Value

• This feature provides customers with more control relative to which assignments are eligible for

dynamic delivery.

• This feature prevents a user from simply getting the same assignment over and over, if the user

fails to appropriately complete the assignment.

• For example, if a customer feels that the expected duration for the assignment is more than

enough time to complete the task, then setting this threshold to 100% will make any assignment

a user has spent 100% or more of the expected duration in no longer eligible for a dynamic

session for this specific assignment. Other assignments not meeting this threshold would be

considered for dynamic delivery.

Time in Assignment Filter

Attribute

Time in Assignment Filter Attribute– What is this

feature?

• Two new filters within the Assignment object are

available to allow users to filter assignments based on

the time spent in an assignment instance:

— Time in Assignments by Minutes

• When displayed on the grid, this is rounded to 2 decimal places. When

filtering, the filter value is compared to the database value, rounded to

nearest integer.

— Time in Assignment by Percent

• When displayed on the gird, this is truncated (not rounded) to one decimal

to prevent 99.6% from displaying as 100%. When filtering, the filter value

is compared to the database value, truncated to one decimal point.

• Users can filter using the six core integer operators (e.g.

- Greater Than, Greater Than or Equal, Less Than, Less

Than or Equal, Not Equal, Equal)

Time in Assignment Filter Attribute - Feature Value

• This feature allows customers to see how much time a user has spent in an assignment relative

to the expected duration for each assignment.

• This allows customers to identify users who may have completed an assignment in significantly

more or significantly less time than the expected duration.

• This allows supervisors and managers to identify assignments where agents may have spent

significant time but still have not completed the assignment successfully.

Ability to Add and Remove

Columns from All

Administrative Grids

Ability to Add and Remove Columns from

Administrative Grids – What is this feature?

• Allows users to add and remove columns from each of the

major grids to create a customized view of the

information

• Columns can be moved to appear in the desired order

• Columns can be resized as desired

• Columns can be sorted

• Columns with comma delimited lists cannot be sorted

• Customized view can be exported to Excel

• Default columns and column order can be restored at any

time

• Customized view of each grid is saved based on the user

ID and maintained when the user logs out and logs back in

• Up to 3000 rows can be exported from any grid

• 30 second timeout exists on export

Clicking ―Restore

Defaults‖ will reset the

selected attributes to the

standard view

Clicking on the ―Column‖

icon allows you to choose to

add or remove any

attribute associated with

the object

• This feature allows users to tailor their view of any of the key objects within the Intradiem

Software including: users, tasks, task bundles, assignments, assignment groups, and rules.

• After desired columns are added and removed from the grid to create the desired view,

remaining columns can be reordered and resized, ultimately resulting in a view of the

information that is specific to each user’s needs.


Administrative Grids – Feature Value


Administrative Grids – Users Grid

• Ability to add and remove the following attributes to

the User Grid:

- Business Unit

- First Name

- Home Phone

- Is Agent in Dynamic Session

- Is Agent in Scheduled Session

- Is Agent in Session

- Is Agent Logged In

- Last Name

- Location

- Login

- Mobile Phone

- Profile

- Report To

- Status

- Tags

- Timezone

- UI Language

- User Group

- Work Phone

- Custom Attributes

- Cross Reference IDs


Administrative Grids – Activity Queues

- Activity Type

- Assigned Tasks

- Current Allocated Balance

- Last Processed

- User

• Ability to add and remove the following attributes

to the Activity Queues Grid:


Administrative Grids – Task/Task Bundles Grid


to the Tasks Grid

- Activity Types

- Application

- Bundles

- Business Unit

- Duration

- Location

- Merge Duplicate Assignments

- Number of Attachments

- Status

- Tags

- Target Behaviors

- Target Metrics

- Task Name

- Custom Attributes


to the Task Bundles Grid

- Activity Types

- Bundle Name

- Status

- Tags

- Target Behaviors

- Target Metrics

- Tasks

- Total Duration


Administrative Grids – Assignments/Assignment

Groups • Ability to add and remove the following attributes

to the Assignments Grid

- Activity Type

- Assigned Task

- Assignment Group

- Comments

- Due Date

- Employee Initials

- Expected Duration (min)

- Expiration Date

- First Score

- Last Score

- Custom Attributes

- Login

- Passed

- Priority

- Reason

- Start Date

- Status

- Supervisor Initials

- Tags

- Time in Assignment (Minutes)

- Time in Assignment (Percent)


to the Assignment Groups Grid

- Assignment Definition Type

- Assignment Group Name

- Complete

- Due Date

- Expiration Date

- Incomplete

- Reason

- Start Date

- Tags

- Tasks

- Users

- Custom Attributes


Administrative Grids – Assignment Rules


to the Assignment Rule Grid

- Custom Attributes

- Priority

- Reason

- Requires Employee Confirmation

- Requires Supervisor Confirmation

- Rule Expiration Date

- Rule Name

- Rule Start Date

- Tags


Administrative Grids – Rules • Ability to add and remove the following attributes

to the Rules Grid

- Actions

- Created By

- Created Date

- Last Modification Date

- Last Modified By

- Provider Name

- Rule Category

- Rule Name

- Status

- Triggers

- User Criteria


Administrative Grids – Diagnostics


to the Diagnostics Grid

- Activity Type

- Date

- Delivery Type

- Disposition

- End Time

- Productivity Status

- Start Time

- Time

- Time Offered

- Time Taken

- User

Concurrent Dynamic Sessions

Safeguard

• Session Provider configuration UI clean up

• Addition of Max Percent of Users in Action by Queue parameter

Session Provider UI Clean-up – What is this

feature? Before (9.5.5) After (9.5.6)

The Configuration tab has been removed. All fields on the Configuration tab are now

available on the Actions tab. This was done because the parameters were all related to

the Prompt Activity Session action and not related to the Session provider in general.

Before (9.5.5) After (9.5.6)

The parameters from the Configuration tab now appear in a revised, more logical order. The ―Maximum

percent of users in Action by Queue‖ parameter has been added. The ―Percent of Users to Start per Minute‖

parameter has been removed as it was not adding value to the Session Provider processing logic.

Session Provider UI Clean-up – What is this

feature?

Addition of Max Percent of Users in Action by

Queue parameter - – What is this feature?

• Provides customers with the ability to limit the

number of dynamic activity sessions that can be

started based on the number of users associated

with a queue and the number of users currently in

sessions

• Intradiem determines by queue the number of

users logged into Intradiem and the number of

users associated with each queue, based on the

user to queue ACD feed

• Intradiem maintains a count of the number of

users in session by queue and only offers

additional sessions to users if the queue(s) the

user is servicing are at or below the set threshold


Queue parameter - – What is this feature?

Selecting the Configure button from the session provide instance pulls up an overlay where a

default threshold, as well as exception thresholds, by queue can be defined to limit the maximum

number of users who can receive the Prompt Activity Session action based on the number of users

associated with the queue and the number of users currently in session.


Queue parameter - Example

If "Queue 1" has 100 users, and the queue is configured to allow up to 75% of users to be in the Prompt Activity

Session action at a time, Intradiem will never offer sessions to more than 75 users who are associated with Queue

1. This ensures there are always 25 agents available to service incoming calls.

If a user is associated to multiple queues, that user can only receive a session if none of the queues would be put

over their thresholds.

Both scheduled and dynamic sessions are tracked for this threshold. Scheduled sessions are offered without

restriction. However, the number of dynamic sessions that can be offered will be determined by adding both the

number of users currently in scheduled and dynamic sessions and comparing it to the threshold value.

Intradiem rounds down in the event that 20.5, for example, users can be in session. Intradiem would never go

above 20 users in this scenario.

The percent chosen should be carefully considered for queues staffed with a small numbers of agents. For

example, if there are 9 users logged into Intradiem and associated with Queue 1 and the percent is set to 10%, no

users would receive a dynamic session until the total number of users logged into Intradiem and associated with

Queue 1 increased to 10.

NOTE – queue association is based on the Intradiem user to queue feed from the ACD. This parameter counts

users logged into Intradiem who are also associated with the defined queue.

• This feature allows customers to ensure that the Prompt Activity Session action is never offered

to ALL the users associated with a queue. It essentially ensures that Intradiem never ―starves‖

a queue by taking all agents off for sessions at a given time.

• This feature is more critical for queues staffed with a smaller number of agents.

• Customers have the option to use this feature or to simply leave the parameter blank. If

parameter is left blank the session provider will prioritize and deliver sessions without regard to

the number of users associated the queues.


Queue parameter – Feature Value

Ability to Fire up to 10 Actions

in a Rule

Ability to Fire Up to 10 Actions in a Rule – What

is this feature?

• When creating a rule, up to 10 actions can be added to a single rule.

• When the rule renders true, each action associated with the rule fires simultaneously.

Ability to Fire Up to 10 Actions in a Rule -

Feature Value

Frequency

• 1 minute

Intradiem

Cisco

Longest Call Waiting (seconds) – By Queue

• < 20 seconds


• By User





• This feature allows customers to streamline the number of rules needed by being able to fire

multiple actions based on a set of triggers rendering true.

• Sample Rule: If longest call waiting by queue is < 20 seconds for all the queues Care agents

service, then Prompt an Activity Session for those agents AND send an email to the WFM team

with the list of agents who received a session.

Communications Send Email

• To: WFM Mission Control

• Email Body – The following users were eligible to receive a session:

• %user_list:1%

Trigger Condition Actions

Ability to Fire Up to 10 Actions in a Rule –

Sample Rule

New Language Support

• Mandarin (Simplified Chinese)

• Russian

Chinese (Simplified) and Russian Foreign

Language - What is this feature?

• Intradiem version 9.5.6 now supports

Chinese (simplified) and Russian foreign

languages. These languages can be

found on the user record under the UI

language field.

• Once the language on the User record is

set, all verbiage on the UI is translated

to the selected language.

Below are the key new features included:

9.5.6 Technical Good Health Features

• Recoverable WFM Dynamic Session Segment Write Backs

• Service Independence

Recoverable WFM Dynamic

Session Segment Write Backs

Recoverable WFM Dynamic Session Segment

Write Backs – What is this feature? • This feature ensures that all WFM exception write backs that occur due to the completion of a

dynamic session are successfully sent and processed to the WFM system in the event of an

interruption of service within the Intradiem system or an error received from the WFM system.

— Interruption of Intradiem Service:

• A mechanism had been added to recover WFM write backs in the event the Remote Integration Server (RIS) services are

stopped. If RIS services are stopped, then all the export data present in queue will be stored in a file for recovery. Once the

RIS services are started, this file is accessed and loaded back in the queue so that it will be processed and exceptions are

exported to the WFM system.

— Error Received from WFM:

• While exporting dynamic session exceptions, a success or failure communication is received from the third party WFM

system. There could be two reasons for the failure:

1) There is a processing failure due to some issue with the data, such as a user is not found, the exception code is invalid, the start moment is not found,

etc. These types of issues must be looked into and are not recoverable.

2) There is a failure due to the communication between the RIS and the third party WFM component. This type of issue is recoverable.

• Recovery file is created based on a configurable set of errors received and an attempt to resend the exceptions is done a

configurable number of times.

• Error handling from the third party WFM system requires an integration approach that leverages an API that receives error

messages. Currently this is only in place with Aspect eWFM. All other WFM integrations do not currently provide Intradiem

with error handling messages.

Service Independence

Service Independence – What is this feature?

• This feature allows all the critical services within the Intradiem to be stopped and restarted

independently of one another and in any order. Example services include: API ACD service,

session service, rules engine service, messaging service, etc.

• This feature provides several benefits including:

— Improves the overall stability of the Intradiem product

— Minimizes interruption time during an unscheduled outage

— Reduces the amount of time needed for planned service windows and upgrades

Questions?

Thank you

Documents

Intradiemwebhelp.intradiem.com/PDF/95/9 5 6 Release Overview_10202015 (2).pdf · • CISCO UCCE v8.5 to 10.5 • CISCO UCCX • Avaya 6.3.3.1.10-0 Device, Media, and Call Control