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Capacity Rule

The set of logical expressions that specify the boundaries of a resource’s ability to handle one interaction or more than one simultaneous interaction of distinct media types.

In Premier Edition Cloud, Capacity Rules determine which types and the number of interactions (voice, chat, or email) an agent can handle. Agents are limited to a specific amount of interactions per channel type. Depending on the types of media channels assigned, an agent (resource) can handle one or more interactions using the different channel types (Voice, Chat, or Email).



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Supervisor: How do I Handle Calls?

You can use VCC Dashboard to receive calls. Just log into your device using the Login – Call Monitoring dialog box, which pops up after you log into VCC Dashboard or click Monitor VCC2.5.3 VCC.Dashboard Monitor.png:

VCC263 Login Call Monitor.png

How do I receive calls?

Once you're logged in, click the Users tab, then click the Voice channel tab to make yourself Ready using the drop-down list under the Channel Status column to start receiving calls:

VCC2.6.3 Changing Agent States Voice.png
Important
You have to log into VCC Agent Desktop to make outbound calls.

How do I use the Interaction toolbar?

The Interaction toolbar displays whenever you have one or more active interactions. Each interaction is represented by a control bar. You can use the control bar to perform basic actions that are specific to the interaction type, such as ending a call.

VCC263 Interaction Bar.png

You can use the Interaction Bar to:

  • manage your interactions.
  • view the information that is necessary to best handle a call.
  • add dispositions to specify the outcome of a call.
  • add notes for reporting purposes.
Important
  • If you have a Supervisor role, you can't take incoming calls unless you are also set up as an Agent (dual-role).
  • The Capacity Rules set by your contact center administrator determines how many interactions and the number of channels (media types) that you can receive.

How do I use the Interaction toolbar call actions?

You can use the Interaction toolbar call actions, as described in the Interaction Toolbar Call Actions table below, to control the calls.

Toolbar Button Name Description and Functionality
IW End Call Button 850.png
End Call Disconnects the call.
IW Hold Call Button 850.png
Hold Call Places the active call on hold.

If a call is on hold, you can't hear the contact and the contact can't hear you.

IW Retrieve Call Button 850.png
Retrieve Call Reconnects to a call that is on hold. You can hear the contact and the contact can hear you.
IW Instant Voice Transfer Icon 850.png
Instant Call Transfer Redirects the current call to a contact in your Address Book.
IW Instant Voice Conference Icon 850.png
Instant Call Conference Starts a voice conference instantly between the current caller and a contact in your contact list.
IW SIP Record Call Button 850.png
Call Recording

Access the following options for call recording:

  • Stop recording the call — Select Stop Recording the Call (IW SIP Stop Record Call Button 850.png) to stop recording a call that you are currently recording.
  • Pause recording the call — Select Pause Recording the Call (IW SIP Pause Record Call Button 850.png) to pause recording a call that you are currently recording.
  • Resume recording the call — Select Resume Recording the Call (IW SIP Resume Record Call Button 850.png) to stop recording a call that you are currently recording.
VCC262 Mark Done Button.png
Mark Done Finishes your call. You might have to mark the interaction as done before you can close the interaction view:
  • Your environment might be configured to automatically change your status from After Call Work to Ready, Not Ready, or some other value, when you click Mark Done, or you might have to manually set your status to Ready, or some other value, after you complete your after call work.
  • Your account might be set up to allow you a certain amount of time after each call to finish After Call Work (ACW) tasks. If so, your status for the voice channel will be After call work until the time interval has passed, then it might change to Ready or Not Ready, depending on how your account is set up.


How do I reject calls?

When you receive an inbound interaction (for example, a call), you will see an interactive notification in the bottom right corner of your display, unless you are configured for auto-answer. This interaction notification is called an Interaction Preview:

VCC263 Rej.png

This preview includes the case information (attached data) of the call, so you can decide whether to accept or decline the interaction. The case information displayed in your Interaction Preview depends on the items configured by your system administrator.

Click Reject (if enabled for your contact center) to return the incoming interaction to another agent, routing point, or queue.

Important
  • The Reject option is not available on direct voice interactions.
  • This feature is configured by an administrator by using VCC Dashboard.
  • CX Analytics reports on rejected calls and missed calls.

How do I view call case information?

The Call Case Information (attached data) view provides information about an interaction, for example, an account number or type of service. Your system administrator configures which attached information is displayed. This information is automatically displayed when you get an interaction.

VCC263 Call Information.png

The following examples are the type of information that the Call Case Information view provides about the active interaction:

  • Contact name
  • Contact type
  • Skill
  • Account information
  • Where the customer exited the interactive voice response (IVR)

An interaction preview displays an interactive notification that enables you to preview a new inbound call. This preview includes the attached data that enables you to decide how you wish to handle the call.

How do I select dispositions?

Dispositions are codes that are used to describe the final outcome of the call. Dispositions are used to flag calls for reporting purposes. You can use dispositions to assign one or more codes to an ongoing or a terminated call to qualify the outcome of the interaction. A search field is also available to quickly look through the available dispositions. You can find these dispositions by clicking the Dispositions tab in the Case Information dialog box:

VCC263 Call Dispositions.png

Dispositions can be displayed in a flat-style or in a nested-style (or hierarchical-style) that includes expandable and collapsible controls. The nested-style dispositions are organized within grouped folders. For example:

  • the first level list might include tech support and sales
  • the second level for tech support might include network issues
  • the second level for sales might include computers
  • the third level might include a sub-list to further handle the different levels

Depending on your system configuration:

  • you might have to set a disposition code before you click Mark Done VCC263 Mark Done.png
  • you might be able to click Mark Done VCC263 Mark Done.png without a disposition
  • you might have to choose from a single list of dispositions
  • you might have to choose multiple, nested dispositions

How do I select mandatory dispositions (Optional Feature)?

Your contact center system might be configured to make selecting a disposition code for each call as mandatory. If so, after the active call is complete, you must select a disposition for the call. After the disposition is selected, click Mark Done VCC263 Mark Done.png to close the Dispositions dialog box.

VCC263 Resolved Dispostion.png

How do I select a single disposition (Optional Feature)?

Select a disposition for the interaction by clicking the radio button next to the appropriate code.

How do I select multiple dispositions (Optional Feature)?

If your system configuration requires you to enter multiple dispositions, these dispositions are set both in the Case Data section and in the Dispositions tab.

In the Case Data section, if the drop-down lists for options, for example Caller Type and Program Type (the names might be different in your system) are not available, click + to add the drop-down lists, then use the drop-down to specify the disposition.

In the Dispositions tab, select a disposition from each of the disposition drop-down lists. You might have to select a disposition from the first list to populate the second list.

How do I add notes?

You can record notes about your calls for reporting purposes by using the Notes tab located in the Case Information dialog box. The Notes tab contains a text field in which you can enter up to 256 characters of text information.

You can add a call note by clicking the Note tab:

VCC263 Note.png

Click in the text field to give it the focus then type your note. Then you can either:

  • click Save to save the note contents to the call record
  • click Cancel (or press ESC) to clear the note text field without saving the note

How do I use a call note in a conference call?

If you conference your call to another agent or to your supervisor, you and the other internal parties are able to edit the call note.

During a conference, there is a synchronization of the note when the interaction is active (before the call is released). If one of the participants updates the note, the other participant sees the update.

If you are editing the note while another participant pushes an updated note, the update is not visible to you. Instead, a Refresh button is displayed in the top-right corner of the call note text area to notify you about an update.

You can click Refresh to have the content of your note replaced by the note that was entered by the other participant. If you do not click Refresh but instead click Save, a confirmation dialog box is displayed asking you if you want to ignore the note from the other participant. If you confirm the update, it is pushed out to the other participant, and the update from the other participant is lost.

Important
When two or more internal parties have access to a call note, all internal parties can edit the note simultaneously; however, whoever clicks Save first overwrites the current contents of the note, and the changes are synchronized to all internal call parties.

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This page was last modified on September 12, 2017, at 09:52.