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Contact Groups and Contact Types

Once you are logged in to the Genesys Decisions Administration application, click the Configure button to open the Configure/Review Settings window, or select Settings > Configure in the menu at the top of the application window. In the Configure/Review Settings window, you will create a representation of your organization, identifying the contact centers, the types of staff who work in each, and building relationships between staff, centers, and business units. Use the information on this page, and the following pages, to configure the Decisions applications for your enterprise.

This page provides information about configuring contact groups and contact types in the Decisions Administration application, including the configuration of contact routing and the association of center staff types with business units.

Add and Edit Contact Groups

A contact group is a combination of one or more contact types that are routed to one or more staff types. Contact groups can also be described as groups of center/staff types that use the same simulation methods and that can handle more than one contact type in a multi-skill configuration.

Add a Contact Group

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click the Add/Edit Contact Group(s) option.
  3. Click the Add button. A blank row will be created in the table.
  4. In the blank row, enter a new and unique contact group name the Contact Group, and press Enter.
  5. Check the Used for Planning box if the new contact group will be used for planning scenarios.
  6. Check the Allow Multi-Skill with Priority Configuration box if the new contact group is multi-skilled.

Enable or Disable a Contact Group

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click the Add/Edit Contact Group(s) option.
  3. Select the contact group you wish to disable and click Enable/Disable button In the table, select the contact group for which you wish to change the status.
  4. Click the Enable/Disable button.
    Disabling a contact group disables all contact types associated with it and deletes all of the routing associated with that contact group.
    Tip
    Click the Show/Hide Disabled Contact Groups button to display or hide disabled contact groups.
  5. Click the Save button.
  6. Close the window by clicking the X at the top right corner or by clicking the Close button.

Add or Edit Contact Types

A contact type is a queue or multiple queues that are routed to one or more staff types in one or more centers. Contact types can be inbound phone, email, chat, outbound phone, or casework.

Add a Contact Type

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click the Add/Edit Contact Type(s) option.
  3. Click the Add button. A blank row will be created in the table.
  4. In the blank row, enter the a new and unique contact type name.
  5. Select the contact group and media type, and enter the Service Level (%), ASA, and Abandon Rate (%) targets, Max ET and Max UT targets, as well as the Call Priority if it is a multi-skilled group. Columns in the table are enabled based on the selected media type. Corinne's Note: Two questions. 1. I don't see Max ET and Max UT in the demo environment. Have they been removed, or would this be due to configuration settings. Maybe some users would see those two metrics in the list? 2. Do we need to say anything about the values that you enter for Call Priority, or is it standard configuration that you would find in many contact center applications? I assume it has to be a positive integer greater than 0. How large a number might you enter? Is it typical to prioritize calls based on the agents with the most skills. For example, if you have a group of agents with 5 skills, would there be any point in entering a number larger than 5 for Call Priority?

Enable or Disable a Contact Type

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click the Add/Edit Contact Type(s) option.
  3. In the table, select the contact type for which you wish to change the status.
  4. Click the Enable/Disable button. if you wish to enable/disable Contact type
    Disabling a contact type deletes all of the routing associated with that contact type.
    Corinne's Note: Have I interpreted the following note correctly?
    Important
    Enabling a contact type that is assigned to a disabled contact group will also enable it the contact group.
    Tip
    Click the Show/Hide Disabled Contact Types button to display or hide disabled contact types.
  5. Click the Save button.
  6. Close the window by clicking the X at the top right corner or by clicking the Close button.

Editing Email and Casework Buckets

Email/Casework is a module that can be configured within the Genesys Decisions Administration application to allow the user to setup time frame defaults that the system will use for Email and Casework calculations. All configurations are done at the Contact Group and Media level.

Configure Email and Casework

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click the Edit Email & Casework Buckets option.
  3. Select Specify the contact group.
  4. Select Specify the media type. The Media Type drop-down menu is enabled once you select a contact group and lists all of the channels (email/casework) that exist within the selected contact group.
  5. Select Specify the Upper Bound, which is the to specify upper time limit bucket, in either hours or days. (Corinne's Note: Personally, I don't understand the preceding sentence. Do users understand what the "upper time limit bucket" is?) You can sort the Upper Bound column may be sorted. Values cannot be zero and duplicate entries are not allowed. All entries must be populated (Corinne's Note: I don't understand this sentence. Should it be something like "You must specify a value in the Upper Bound column"?). Enter values will be either in as days (integer) or hours (decimal). When data is saved it will be saved in sorted order Corinne's Note: I'm not sure what the preceding sentence means, either. I've re-written it (see the following sentences); is this the point that we were trying to make? If you sort the data in this column, the sort order will be cached. In other words, if you close the Email/Casework Configuration window, and later re-open it, the data will display in the order in which you sorted it previously in the Upper Bound column.
  6. Select Time Unit. Specify the unit of time. The Time Unit drop-down menu lets you specify selection is either hours or days.
  7. Select the Service Level threshold. You can make only one selection can be made in the window. This will determine what time frame will be your service level threshold. Select the radio button that corresponds to the time frame that you want to use as your SL threshold.
  8. Select Check the Automatically purge backlog after box if you want to specify the length of time before purging. Enter the value will be as either be in hours (integer) or days (decimal).
    All updates will be saved when switching between Contact Groups or Channels. Corinne's Note: I don't know what this sentence means.
  9. Click File > Save to save your changes.
  10. Click the Close or X button on the window to save changes and exit OK to close the window.

Edit Contact Routing

This feature allows the user Use the Add/Edit Routing option in the Configure/Review Settings window to map center staff types (groups of agents) to call types and to prioritize how the call types will be handled by each group. This configuration gives the user the ability to forecast (in the user application) on the selected center staff type handling the respective contact group. For users of the Decisions Planning application to be able to create forecasts based on a selected center staff type handling an associated contact group, you must configure the routing.

  1. Select the Settings option from the menu bar and choose Configure or select the Configure button.
  2. Next choose the option Edit Contact Routing.
  3. Ability to Print and Export to Text/Excel/HTML available as well.

Add a routing type

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Next choose the option Edit Contact Routing. Click the Edit Contact Routing option.
  3. Select Click Add/Edit Routing.
  4. In the Add/Edit Routing Types window, click the Add (green "plus" sign (+)) button and enter the name of a contact routing type in the list.
  5. In the Add/Edit Routing Types window, continue to add all of the routing types that you require.
    Tip
    In the Add/Edit Routing types window, you have the option to print the list of routing types, or export it to a text, Excel, or HTML file.
  6. After you have entered your list of contact routing types, close the Add/Edit Routing Types window.
  7. See View or Edit Contact Routing for information about completing the routing assignment in the Routing Assignment for Contact Group window.

View or Edit Contact Routing

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click the Edit Contact Routing option.
  3. In the selection box Contact Routing window, select a routing type, a Contact Group, and Sort Record By the option by which to sort the routing record. The available options include the following are described in the table that follows this procedure (options will vary, and are based on the Contact Group that you select).
    Multi-skill models can take into account prioritization and routing preferences when allocating calls across staff types. For multi-skilled contact groups, each call type must be assigned at least one “PRI” (for primary) assignment.
  4. Click OK to go to the Routing Assignment for Contact Group window.
  5. Click the Close or X Save-Exit button on the window to save changes and exit the window.
Options
Parameter Description
HON = History only Users will be able to view historical information for a selected center staff type handling the respective contact type, but this routing is not available for future scenarios.
IN = Single Skill Inbound Users will be able to create forecasts on for the selected center staff type handling the respective inbound call type.
OUT = Single Skill Outbound Users will be able to create forecasts on for the selected center staff type handling the respective outbound call type.
INM = Multi Skill Inbound with Equal Priority Users will be able to create forecasts on for the selected center staff type handling the respective multi-skill inbound call type.
OUTM = Multi Skill Outbound with Equal Priority Users will be able to create forecasts on for the selected center staff type handling the respective multi-skill outbound call type.
Email_NP = Email Users will be able to plan for the selected center staff type handling the respective email contact type.
IM_NP = Instant Messaging Users will be able to plan for the selected center staff type handling the respective instant messaging contact type.
CaseWork_NP = Casework Users will be able to plan for the selected center staff type handling the respective casework contact type.
PRI = Primary For multi-skilled contact groups, each call type must be assigned at least one “PRI” (for primary) assignment.
Sec1 = Secondary1 Users will be able to create forecasts on for the selected center staff type handling the respective call type as a secondary assignment.
Sec2 = Secondary2 Users will be able to create forecasts on for the selected center staff type handling the respective call type as a secondary assignment.
Sec3 = Secondary3 Users will be able to create forecasts on for the selected center staff type handling the respective call type as a secondary assignment.

Assign a Center Staff Type to a Business Unit

This feature allows you to set up business units to run reports and trend analysis on in the User Application. A business unit is a user defined group of Center/Staff Types.

  1. Select the Settings option from the menu bar and choose Configure or select the Configure button
  2. Next choose the option Assign Center Staff Type to Business Unit Type

Add a Business Unit and Associate Staff Types to the Unit

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click Assign Center-Staff Type(s) to Business Unit(s).
  3. Click the Add button.
  4. Enter the name of the business unit name in the blank box new field that will appears in the Business Unit list.
  5. Select the box beside each of the Center-Staff types that you wish to add to the new business unit. Your selection will display in the Associated Center Staff Types list on the right.
  6. Click Save to save the changes.

Delete a Business Unit

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click Assign Center-Staff Type(s) to Business Unit(s).
  3. Select the business unit that you want to delete.
  4. Click the red X Delete button.

Edit the Business Unit/Staff Types Mapping

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click Assign Center-Staff Type(s) to Business Unit(s).
  3. In the list of business units, select the business unit to change from the list that you want to edit.
  4. Uncheck the boxes in the list of center staff types, or click a red circle in the Associated Center Staff Types list.
  5. Click the Close or X button on the window to save changes and exit Save.

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This page was last modified on 25 July 2018, at 18:56.