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ACD Page: Holly Platform

Use this page if ACD is enabled for your account on the Holly platform.

Note: If your account is enabled for ACD on the GVP platform, see ACD Page: GVP Platform.


On the Main tab on the ACD Page specify the following:

  • the administrator for the ACD for the site
  • how calls are delivered to agents
  • the next Voice Page to which calls are sent after the agent completes the call
ACD Page — Main Tab
Important
You must configure the ACD Page so that each call is sent to the ACD Queue only once. When a call is routed from the IVR to the ACD Queue more than once, none of the data that is related to the second ACD transfer is included in the Historical reports.

Configuring the Administrator for the ACD

After you create a site and assign a phone number to it, you must create the first ACD administrator.

Important
You must create the administrator in CX Builder first before you can create other users in VCC Dashboard or configure the ACD for assisted service calls.

To create the first ACD administrator, do the following in the order specified:

  1. Configure a skill by going to the For an agent to be selected, they must have this skill field under the Administrator section, and selecting a variable from the drop-down menu that will contain the value used for the skill.
  2. If you have not already assigned a phone number to the site, right-click Site Overview, and from the left area click Assign Number.
  3. Return to the ACD page and click Save.
  4. On the same ACD page, enter the administrator's first name, last name, and e-mail address in the respective fields. Note: Each user must have a unique e-mail address.
  5. Click Send Login Instructions, and the administrator you just specified is sent an e-mail. When the person receives the e-mail, he or she must use it to create a password to access VCC Dashboard.

Use the Send Forgot Password Instructions, if the assigned administrator needs a reminder of the login instructions.

[+] Password strength rules

Note: If you have more than one ACD Page for a CX Builder site, the administrator can be the same or different for each ACD Page.

Specifying Skill Values

Before using this routing, you need to define skill proficiencies for all your agents. When setting up the skills for your agents, you must provide a skill proficiency between 1 and 5 for each skill that is assigned to an agent. A proficiency of 1 is the lowest rating (beginner) and 5 is the highest rating (expert).

Note: If you do not want to use skill proficiency for routing, the skill level variable can be set to 1. Otherwise, this variable should be set to 5.

For this section, you specify the value for each item using site variables that you define.

  • Use the For an agent to be selected, they must have this skill option to select or create the IVR variable that the system uses to store the skill value used to route the calls. When a caller requires assisted service from the ACD queue, the caller is prompted for the type of assistance that they require. This type of assistance is assoicated with a skill and the skill is stored in a variable. This variable is passed to the ACD queue and used in the associated routing strategy. These variables are text and should correspond to the type of agent to whom the call will target. Two examples are Sales or Support.
  • Use the Agents must have skill level equal or above option to define the skill level.
    • If proficiency routing is used then this variable is usually set to 5, the highest proficiency.
    • If proficiencies are not used, then set this variable to 1, the lowest proficiency.
    Note: If the Skill Level provided on an ACD Page (labeled as Agents must have skill level equal or above) is not 1-5, the call will not be routed as expected. Make sure that the variable used is properly set to the desired skill level; that is, an integer from 1 to 5 (inclusive).
  • Use If no agents available requested skill level decreases every option to define the value of the skill timeout. This value is the number of seconds the router waits until the target proficiency is lowered and the agent pool is expanded.

    For proficiency routing, the strategy first looks for agents with the assigned skill and a proficiency of 5. If no agents are available with this skill and proficiency, the router waits the number of seconds defined in the defined variable before moving to the next target. This next target includes all agents with the selected skill and a proficiency of 4 or 5. Again the router waits the defined time and then moves to the next target: agents with the selected skill and a proficiency of 5, 4, or 3. This pattern repeats until a proficiency of 1 is reached. Once a proficiency of 1 is reached, the caller continues to wait for all agents with this skill until the Maximum Hold Time for Callers is reached and the call is directed to another IVR destination page. The Maximum Hold Time for Callers is defined on the In Queue tab on the ACD Page.
  • Use the Queue routing priority option to set the routing priority of a call. Queue priority routing allows some calls to be handled quicker than others. Any call without a priority is automatically assigned a priority value of 0 (zero). The call priority value can be any integer. As you increase the value, the call priority rises.

Example:
A contact center has two types of premium callers: Silver and Gold, where Gold is the highest level of the two tiers. The calls enter the queue in the following order:

  1. A call without a priority enters the queue and then waits for an agent
  2. A Silver caller enters the queue and also waits for an agent
  3. A Gold caller enters the queue and then an agent becomes available

In this scenario, the Gold caller is sent to the agent first since the Gold tier has the highest value. Once the agent completes the call, the Silver caller is then routed to the agent, and lastly, the call without a priority value is routed to the agent. The number value for the Silver callers could be 5, while the value for the Gold callers could be 10.

Specifying Skill Values — Main Tab

Specifying Call Delivery

Routing Logic—Main Tab

Use the Routing Logic section on the Main tab to:

  • Set the number of seconds before returning an unanswered call to the ACD queue to be rerouted in the field next to When the agent does not answer within.... When the missed call returns to the ACD queue, the agent state be changed to one of the following: Not Ready, Logged Out, or No Change, depending on the setting.
Important:
  • Make sure that the agents' phones are set up with a voicemail timeout duration that is longer than what is set on the ACD Page. Otherwise, the call might be sent to the agent's voicemail.
  • The missed call (agent does not answer within xx seconds) and state change feature does not apply to outbound and consultation calls. It applies only to inbound and transfer calls.
  • Specify the call delivery to handle situations when multiple agents are available with the same skill and proficiency. The call delivery options are:
    • Round Robin — Selects an agent and then sends calls to all other agents before repeating. Unavailable agents are skipped and the next agent in the round robin is selected.
    • Most Idle Agent — Sends calls to the agent who was waiting the longest (the Longest Wait Time statistic is used for this routing logic).
    • Least Utilized Agent — Sends calls to the agent who has answered the fewest number of calls per time-logged-in. The statistic formula used for this routing logic is: Talk Time / Total Login Time. This statistic is reset to 0 (zero) when an agent logs in.
Important
If a call is sent from an ACD Page to an IVR, the call cannot go back to the same ACD Page or another ACD page on the site. For CX Builder users on the GVP Platform, the ACD Page includes an IVR Transfers tab that enables a call to return to an ACD Page and an agent. For more information, see ACD Page: GVP Platform - IVR Transfers tab.

Configuring Exit Conditions

The exit point options on the Main tab define which voice page the application is routed to when the call is returned from the ACD. Test exit points are defined in the Exit Point Options Table described below.

Voice Page Routing — Main Tab

Exit Point Options Table

Exit Point Name Description Return Code

When the call completes, take callers to

Used when calls are successfully connected to an agent.

Connected

When no agents are available, take callers to option

Used when:

  • no agents with the desired skill are logged in
  • when the Max Queue wait time expires
  • NotConnected
  • Max Timeout

When the pressing 0 to exist the queue, take callers to option

Used for calls where the caller exits the queue by entering a zero.

Important
This zero-out option is only available when the audio is played from the ACD. See the In Queue tab section for more information.

N/A

For all other results, take callers to option

Used for error conditions when none of the above are met.

N/A

The return codes are:

  • Connected
  • NotConnected
  • Max Timeout (Queue Timeout expired)



The In Queue tab functionality enables the IVR actions to take place while the call is in the ACD queue.

ACD Page — In Queue Tab
  1. In the Waiting Music section, you can upload the audio file you want the caller to hear while they are waiting in the ACD queue. Select an option for your audio files:
    • Play the in-queue music and announcements from IVR—If the audio is played from the IVR, the customer can provide a single audio file containing concatenated music and announcement files. This file does not loop, so it must be long enough to accommodate the longest time a caller can wait in the ACD queue. The allowed maximum length of a file is 60 minutes. This option also allows the customer to play a whisper tone to the agent prior to the call being delivered to the agent. However, when this option is used the Zero Out option is disabled.
      Note: If you select this option, when the caller is on hold waiting for a ready agent to answer the call, the caller hears both the in-queue music and the ring tone.
    • Play the in-queue music and announcements from ACD in a loop—If the audio is played from the ACD, the customer can upload multiple files allowing the caller to hear a looping file of the Estimated Wait Time (EWT), music, and announcements. The user can upload up to six audio files. These files are played in the order displayed. If the EWT box is checked then the EWT is played in the order displayed. This option also allows the caller to exit from the ACD queue at any time when the caller enters the 0 (zero) key. Exiting from the ACD queue returns the caller to the IVR. Note: When this option is selected, the whisper tone option is disabled.
  2. In the Wait Options section, specify the maximum wait time in the ACD queue before the caller is sent to the next Voice page.

The EWT calculation is performed by Universal Routing Server (URS) using the algorithm described below:

  1. For each agent, who is logged in, calculate the average handling time (AHT) over the last 10 calls. If this data is not available, use 150 seconds as the AHT value. The default value is used only when new agents are created, or the system is rebooted.
  2. Based on all of the agents in the ACD queue, calculate the following: QueueAHT = 1 / SUM ( 1/AgentAHT )

EWT = QueueAHT * call_position_in_queue if (EWT > 10000 seconds ) then EWT = 10000 seconds

This tab also allows the customer to set the maximum time a caller waits in the ACD queue before the call is sent back to the IVR. The Maximum Hold Time for Callers provides the number of seconds that the caller can wait in the ACD queue and, if no agents become available in this time, the call is returned to the IVR.

Important
When you configure the system to play music while a caller waits in the ACD Queue for an available agent, if the music in queue is being played by the IVR (rather than by the ACD), when an agent becomes available, the caller might hear the agent's phone start to ring before the hold music stops playing.


ACD Page — Whisper Tab

The Whisper tab functionality provides a whisper tone to the agent prior to the call being delivered to the agent.

  • Click the Whisper the call information to the Agent before connecting the caller check box to enable this.
  • To specify what the agent hears when the call is ringing for the incoming call, under the Prompt Agent Hears section, specify the agent prompts. If you specify more than one prompt, the agent hears only those selected and in the order they are listed on the page. For audio files, you can upload them from this page.
  • Click the Record the caller's name and announce it to the Agent check box, so the IVR prompts the caller for their name, so this name is played to the agent prior to the call being answered.

Notes:

  • If the audio is played from the ACD queue, the Whisper Tone feature is disabled.
  • The Whisper functionality is limited to the treatment being played from the IVR. If agents are using the functionality, callers cannot opt out (zero-out) of the call at the same time.

Skill-based transfers use the same basic routing parameters as those used for inbound calls. CX Builder takes into account that agent's proficiency, the skill timeout, or other parameters set on this ACD Page, making the user experience of transferred calls more like inbound calls.

On this tab, you specify the audio customers hears while waiting on hold during the transfer of their call where calls require a different in-queue audio than inbound calls.

Note: This tab only appears if ACD is enabled for your account.

ACD Page — Transfer In Queue Tab
  1. To enable ability, select the check box. If you do not select it, the hold music played for call transfers is the same as that specified in the In Queue tab.
  2. With the option selected, select the Estimated Wait Time audio prompts you want your callers to hear during the transfer. You can select the default audio prompts available or select and/or upload your own prompts.

The prompts play in the order listed and loop back to the first prompt after the last one is played if the caller is still on hold.

Important
If you enable Transfer In Queue, after the first agent answers the call and transfers the call by skill, if the caller presses 0 to exit the call, the caller is not taken to the Press 0 to exit destination page but to the Successfully completed call destination page (as specified on the Main tab of this ACD Page).

Keep in mind

  • The skill sought for in the agent to whom the call is transferred is the one the agent specifies when transferring the call.
  • The priority of a transferred call is increased by 5. This means the caller waiting in queue for a transfer has a higher priority than other callers who have not yet spoken with an agent.
  • The required skill and skill level set on the Main tab also applies to the skill/skill level required for the agent to whom the call is transferred.


The Advanced Options tab allows the user to pass IVR variables to the ACD for calls, screen pops, and reporting. This tab also allows the customer to return, from the ACD, variables that are used for post-call routing or used in a transaction page.

ACD Page — Advanced Options Tab

Report Settings

The variables in this section of this tab are used to send data from the IVR to the ACD. Use the top section to define the Toast and Case data. Use the lower section to configure the data coming from the ACD queue that is used when the call is returned to the IVR. This data is normally used for post-call routing, such as sending the data to a customer database by using a Transaction page, or for a customer survey application.

Configuring Toast and Case Data

When an inbound call is presented to an agent, a screen popup is displayed containing information based on selected variables. These variables can be information collected from callers or information pulled from the call web services of other systems. Once the information is available in the form of variables, it can be passed to agents via a screen popup.

You can define additional variables to use for screen pop-ups (Toast and Case data). Toast and Case data is the data that an agent is provided when a call is ringing or answered, respectively.

Toast Data

Toast data is the data that is delivered to the Agent Desktop when a call is ringing. This data is collected within the IVR or from a back-end database lookup via the IVR. This data is used by the agent to prepare for the call prior to answering said call. You can use the Advanced Options tab to define the variables for screen pops.

  • The IVR variable that is used to pass the toast data value is entered in the Queue Variables field (for example, firstNameLastName).
  • The display name that is to appear in VCC Agent Desktop is entered in the Desktop Text field (for example, customer Name).

Example: An agent handles calls for multiple companies or products. The toast data provides the agent with the company or product name to which the caller wants information. This toast data might also provide the caller's name, or what action within the IVR the caller performed.

Case Data

Case data is the data that is delivered to the Agent Desktop when a call is answered. This data is collected within the IVR or from a back-end database lookup via the IVR. The agent uses this data to identify the caller and to better handle the call.

  • The IVR variable used to pass the case data value is entered in the Queue Variables field (for example, userAccountType).
  • The display name used to appear in VCC Agent Desktop is entered in the Desktop Text field (for example, Skill).

Example: If an agent answers a call, the call controls display at the top of the main view, and the Case Information view is displayed below the call controls. The Case Information view contains the case data and provides whatever information the agent might need to handle this interaction. This information might include an account number that the caller entered, or any data a back-end database might contain regarding this contact. This data is meant to provide the agent with all of the information that they need to handle the interaction without asking the caller to repeat the information that the caller has already entered while navigating through the IVR.

Adding Toast Data, Case Data, or Both
  1. In the Report Settings section of the Advanced Options tab, click Add.
  2. Enter the IVR variable used to pass the data value in the Queue Variables field (for example, toast data of firstNameLastName).
  3. Enter the display name used to appear in CTI Adapter in the Desktop Text field (for example, customer Name).
  4. Select Toast, Case, or Both from the Toast/Case drop-down list.
  5. Click Save to keep the settings.


Deleting the Data
  1. In the Report Settings section of the Advanced Options tab:
  2. Check the variable that you want deleted.
  3. Click Delete.
  4. Click Save to keep the settings.

Configuring the Customer Segment Variable

The Customer Segment stored in variable is used for reporting and is an optional variable. If the contact center segments callers by using tiers, or some other method, the value of the customer can be stored here. An example of this variable might be a company that segments customers as Gold, Silver, or Bronze, or 5 year, 10 year, or Greater than 10 years. The variable that is defined in the site variables that is used to store the skill level is assigned here.

Configuring the Call Information Variables

Important
If the caller hangs up the call before the agent does then the following data will not be available for post-call routing.

The lower section of this tab is used to collect data from the ACD to use in the IVR Pages once the call is returned to the IVR:

  1. Agent Name: is the agent username that handled the call, or if more than one agent handled the call, the list of agent usernames that were included in the call.
  2. Agent Email: is the agent email, or if more than one agent handled the call, the list of agent emails that were included in the call.
  3. Call Outcome: is a tag indicating if the call was handled by an agent or not. The return values are:
    • Connected
    • NotConnected
    • Maximum Timeout
    The ACD queue returns the call status in the following cases:
    • the maximum timeout is reached
    • the caller zeroes out (pressing 0)
    • when the caller talks to an agent and the agent releases the call
  4. Duration: is the amount of time that the caller spent waiting in the ACD queue plus the time spent talking with the agent. This time interval is measured in seconds.
  5. Wait Time: is the amount of time a caller waited in the ACD queue. This time interval is measured in seconds.
  6. Disposition Code: is the last Disposition Code that the agent selected for this call.

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This page was last modified on 13 May 2016, at 13:07.