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Notifications Service |
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 require are only available with the corresponding license, this is indicated by one of the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for basic queue or reception uccUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.)
Workgroup
Small Business
Corporate
Enterprise
Enterprise Plus
Dialogue Intelligence
Real-time Information Provider
The Anywhere365 Wallboard visualizes the status of an UCC. It lists the incoming calls, along with the choices that are made within the IVRInteractive Voice Response (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's shows which agents are connected to the UCC together with their presence status.
Characteristics
Monitoring
Anywhere365 offers KPI's to support monitoring, for example in PerfMon, SCOM or other monitoring tools.