Measurements per flow of Dialogue Intelligence

Introduction

Each dialogue flow has it's own measurements. Below an overview of all flows.

 

Inbound call

Description

Inbound call is when a customer calls the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs..

 

Types

  • Dialogue = Inbound

  • Modality = Call

  • Actiontype = See flow image

 

Flow

 

Inbound chat

Description

Inbound chat is when a customer chats the UCC, either using Microsoft Teams, Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. or Webchat.

 

Types

  • Dialogue = Inbound

  • Modality = Chat

  • Actiontype = See flow image

 

Flow

 

Inbound email / text

Description

Inbound email is when the dialogue has been handled by the Email Dialogue Provider or the Text Handler.

  • Email Dialogue Provider, Learn More

    Note Email Dialogue Provider starts when email is offered to an agent.

  • Text Handler, Learn More

    Note Text Handler starts when email is loaded by the Dialogue Manager.

  • WhatsApp Dialogue Provider, Learn More

    Note WhatsApp Dialogue Provider starts when WhatsApp message is loaded by the Dialogue Manager.

 

Types

  • Dialogue = Inbound

  • Modality:

    • Email Dialogue Provider = Email

    • Text Handler = Text

    • WhatsApp Dialogue Provider = Text

  • Actiontype = See flow image

 

Flow

 

Direct call

Description

A direct call is when the InterceptorThe Interceptor is a service installed on the Skype for Business Front End(s). It monitors all the calls passing over it. When a call is going to or coming from an Agent it will come into action. By intercepting that call and redirecting it to Anywhere365, it lets you manage the direct inbound and outbound dialogues of the contact center agents. intercepts a conversation from a customer to an agent.

 

Types

  • Dialogue = Direct

  • Modality = Call

  • Actiontype = See flow image

 

Flow

 

Outbound call

Description

An outbound call is when the Interceptor intercepts a conversation from an agent to a callee.

 

Types

  • Dialogue = Outbound

  • Modality = Call

  • Actiontype = See flow image

 

Flow

 

Outbound Campaign Dialer

Description

An outbound Campaign Dialer conversation is a session started by the Campaign Dialer.

 

Types

  • Dialogue = Outbound

  • Modality = Campaign Dialer

  • Actiontype = See flow image

 

Flow

 

Outbound Direct Dialer

Description

An outbound Direct Dialer conversation is a session started by the Direct Call Interceptor in the Inflight Snapper.

 

Types

  • Dialogue = Outbound

  • Modality = Direct Dialer

  • Actiontype = See flow image

 

 

Flow

 

Outbound Autonomous Dialer

Description

An outbound Autonomous Dialer conversation is a session started by the Autonomous Dialer.

 

Types

  • Dialogue = Outbound

  • Modality = Autonomous Dialer

  • Actiontype = See flow image

 

 

Flow

 

Agent Hunt time

Description

A hunt is when the UCC contacts the agent for a conversation and the agent needs to accept. Hunting is used in the following dialogues:

  • Inbound call

  • Inbound chat

  • Inbound email

  • Inbound text

  • Direct call

  • Outbound Campaign Dialer

  • Outbound Direct Dialer

  • Outbound Autonomous Dialer (if conversation continues in a Skill)

 

 

Flow

 

Agent Discharge / Handle Time

Description

Discharge time is the time spent wrapping up the conversation.

Handle time is a combination of initial talk time and Discharge time.

 

Flow

 

Hold time

Description

Hold time is the total time the customer has been put on hold during a conversation.

 

Flow