Dialogue Cloud

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Notifications Service

Note: A Corporate license or higher is required.

Introduction

The notification service informs the user when a certain trigger or threshold has been met. The plug-in informs supervisors or agents in real-time about predefined KPIs. This enables supervisors to react and steer quickly when certain triggers are met.

 

Prerequisites

The notification service has been installed and the config.xml has been filled in properly. Within the configuration file the notification and email settings have been identified (see the installation guide).

 

Scenario

The manager of INFLIGHT ENTERPRISES’ support department has access to a multi-disciplinary group of agents. The agents can be reassigned to the support-skill whenever it is busy. With the notifications plug-in, the manager is able to react real-time whenever the queue for his support team is larger than fifteen. Whenever the queue contains more than 15 awaiting callers, the managers gets an IM notification and he/she is able to reassign some agents to support. This enables the manager to react to events whenever it is needed, without constantly monitoring the wallboard.

 

Features Values

Note: Some features are only available with specific licenses. These are indicated by the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for legacy licenses "basic queue" or "reception ucc")

Workgroup

Small Business

Corporate

Enterprise

Enterprise Plus

 

Dialogue Intelligence

The Anywhere365 Inflight Wallboard visualizes the status of a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. It lists the incoming calls, along with the choices that are made within the IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. and the wait time of the caller. Furthermore it shows which agents are connected to the UCC as well as their Presence state. Learn More

Characteristics

Anywhere365 offers KPI's to support monitoring, for example in PerfMon, SCOM or other monitoring tools.

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