![]() Unified CCE might route a call to the ACD, based on knowledge gathered by the PGs that a certain skill group or service at that ACD isĪCD, if an agent is not available, the ACD queues the call to the skill group. ![]() On a targeted ACD and are controlled by the ACD. Effect of Enterprise Queues on Reporting.How Calls Offered and Calls Queued Are Incremented.It is important to understand the two models of queuing and how queuing ![]() Unified CCE software calculates a number of call center metrics based on the time spent in queues. Whereby a call is routed to the skill group that has agents with the Skills-based routing is a routing decision Metrics gathered for Call Types and skill groups are applicable only if calls Translation routing plays a significant role in the accuracy of reportingĪnd allows for cradle-to-grave call tracking and reporting. The term TranslationRouteToVRU is used when callsĪre translation routed to a peripheral that is a VRU. Used when calls are translation routed to a peripheral that is an Translation routing is always used when a call Guide to see if your ACD supports translation routing and for anyĬonsiderations when you use translation routing on the You define Translation Routes with the Configuration Manager, using the PG receives back information about which agent the call is sent to. Information collected for the call is also delivered to the agent's desktop.Īfter the data is delivered to the peripheral, the Unified CCE software works with the PG to deliver the call to the final destination on the peripheral and to ensure that the appropriate This type of routing is necessary because the carrier can deliver Is the term used when additional information is sent along with a call. Your ACD Supplement Guide describes the features of Unified CCE post-routing available with the ACD, as well as any considerations you should be aware of when using post-routing or Translation In making a post-routingĭecision, Unified CCE software can use all the same information and scripts used in pre-routing.Ī post-routing is sent by the peripheral to refine the To an agent, skill group, service or Call Type in the same call center or at a different call center. This directs the ACD/PBX to send the call Unified CCE executes scripts to process the route request and return the destination address. Post-routingĮnables Unified CCE to process calls when an ACD, VRU, or PBX generates a route request via the PG. Post-routing is a routing decision made after the call has initially been processed at a VRU or call center. Request therefore determines the initial destination for a call. Unified CCE then runs the appropriate script that defines how the call is to be routed. Unified CCE bases pre-routing decisions on real-time data gathered by the PGs at the call center sites. Interface Controller (NIC) receives the route request from the Interexchange Carrier (IXC) and passes the call information Pre-routing is a routing decision that is executed before the call terminates at the call center. Once these targets are defined in the Configuration Manager, they can (called a routing target) can be a network target such anĪnnouncement or a ring, or a skill target such as an agent, a skill group, or a Scripts when needed, using the Script Editor. YouĬan monitor how the system is handling calls and can make changes to the The contact centers to find the destination best able to handle the call. These scripts use real-time information about activity at When Unified CCE software receives a routing request, it determines the appropriate destination for the call by executing routing scripts.
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