1Insight from Interactions

INSIGHT

FROM

INTERACTIONS

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Rules Manager Accessory – Scheduler

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Table of Contents

Rule Manager Accessory – Overview

Scheduler Rules - Overview

Managing Scheduler rules

Rules Manager – Navigation Tips

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Rules Manager - Overview

Use this Accessory to:

– Define automatic scoring mechanism to interactions

– Classify interactions into pre-defined categories

– Define automatic recording schedules for QA / selective recording

of interactions

– Define audio analysis rules (Excitement , Word Spotting, and Talk

Over)

– Define Storage center rules

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Rule Definition

A rule is a scenario where an action is applied to selected interactions

A rule cannot run on past interactions, only on current and future interactions

Each rule has a filter that includes selection by agent, group, time and more

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Rule Definition

There are different actions initiated according to the rule such as

archiving interactions, audio analysis or scoring an interaction

Rule can run either by:

– A trigger event (Scorecard, Classification, Audio Analysis)

– According to a schedule (Scheduler, Storage)

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Rules Manager

Click the accessories drop down list to run the application

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Main View

Rules list

New rule, Edit,

Delete

Columns headings

Rule Manager side bar

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Rules Manager

Accessory

Scheduler Overview

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Scheduler Rules

Recording schedules are used to initiate the recording of interactions

Defining a scheduler is needed in QA or selective recording environment

A single site can have different recording schedules that operate simultaneously

You can define negative recording schedules, to exclude interactions from being recorded

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Type of Schedules

Use the scheduler rules to create schedules:

– Quality / Selective – select interactions for recording according to

predefined filter criteria

– Negative - Exclude interactions that would otherwise be recorded

due to other recording schedules

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Managing Scheduler Rules

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Rules Manager

Accessory

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Scheduler

Click NEW for creating a new Scheduler rule

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Scheduler Template Dialog

Select the type of recording :• Negative recording plan:

Exclude interactions from being recorded.

• Selective recording plan: Selectively record interactions in a non-QA environment.

• Quality recording plan: Random Recording of interactions for Quality purposes.

Select the interaction type

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New Quality Recording Plan

Define new rule Name, Description

and Lifetime

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Recurrence

Recurrence – Choose the timeframes and frequency of sampling: – Daily cycle

– Weekly cycle

– Monthly cycle

Cycle – the entire time defined for the schedule

Timeframe – smaller segment of time within the cycle, each time recording may begin

In this example there are 10 timeframes - 06:00-09:00 (1) and 17:00-22:00 (1), Monday to Friday (x5), but the entire schedule is one cycle

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Sampling - Details

Sampling – you can choose to record– Randomly per timeframe

– Randomly per cycle

– Percentage

Define the number of

interactions to be

recorded per agent

Available for ‘per timeframe’ recording only

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Filter – Recording Details

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Filter – Agents / Groups

Select agents / groups that will be assigned to the schedule

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Filter – Expressions

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Recording Parameters

Select to record an interaction of the agent with transfer or conference

The agent’s screen will be recorded after the

call has ended

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Scheduler Summary

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Quality Schedule by Time Interval

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Quality Schedule By Time Interval

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QA&

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