Creating Objective Table Objects
To create an Objective Table object, choose one of the following types:
Objective Table
- Go to Configuration > System > Configuration Manager.
- Click Objective Tables. The Objective Tables list displays.
- Click the New button.
- Enter the following information. For some fields, you can either enter the name of a value or click the
Browse button to select a value from a list:
- Name—The name of the Objective Table. You must specify a value for this property, and that value must be unique
within the Configuration Database (in an enterprise environment) or the Tenant (in a multi-tenant environment).
- Description—A brief description of the Objective Table.
- Type—Select default to create an Objective Table that is not a Cost Contract
- Tenant—In a multi-Tenant environment, the Tenant to which this object
belongs. This value is automatically set to the Tenant that was specified in the Tenant Directory field in the object list.
- State Enabled—If selected, indicates that the object is in regular
operating condition and can be used without any restrictions.
- Click the Save button.
Cost Contract
- Go to Configuration > System > Configuration Manager.
- Click Objective Tables. The Objective Tables list displays.
- Click the New button.
- Enter the following information. For some fields, you can either enter the name of a value or click the
Browse button to select a value from a list:
- Name—The name of the Objective Table. You must specify a value for this property, and that value must be unique
within the Configuration Database (in an enterprise environment) or the Tenant (in a multi-tenant environment).
- Description—A brief description of the Objective Table.
- Type—Select Contract to create an Objective Table that is a Cost Contract.
- Total Prepaid Cost—The prepaid contract cost, for Volume Rate Contracts only.
- Time Zone—The Time Zone for this Cost Contract and the Interaction Types specified in the General tab.
- Start—The date on which to start the Cost Contract.
- End—The date on which to end the Cost Contract.
Note: Refer to the Universal Routing 8.1 Routing Application Configuration Guide for more information.
- Click the Apply button to save the Cost Contract. The Objective Records tab displays.
- In the Objective Records tab, click the Add button.
- Enter the following information in the pop-up window that displays on your screen:
- Media Type—The type of media technology used for information exchange, for example voice, e-mail, and fax. The
range of Attribute Values for this field is defined within Media Type Business Attribute.
- Service Type—The service that a customer is requesting. The range of Attribute Values for this field is defined
within Service Type Business Attribute.
- Customer Segment—Categorizes a customer based on their revenue potential to the enterprise relative to a business
line. The range of Attribute Values for this field is defined within Customer Segment Business Attribute.
- Service Objective Goal—Service Objective Goal defined for this Record. For voice interactions, this is the target
time for the voice call to be answered by a live agent.
- Service Objective Delta—Service Objective Delta defined for this Record. Defines the step for Service Objective
Goal deviation.
- Click the OK button.
Note: Refer to the Universal Routing 8.1 Routing Application Configuration Guide for more information.
- Click the Save button.