Interaction Supervisor - PureConnect Resource Center

Interaction Supervisor - PureConnect Resource Center
Interaction Supervisor
Printable Help
Interactive Intelligence Customer Interaction Center® (CIC)
2017 R3
Last updated February 21, 2017
(See Change Log for summary of changes.)
Abstract
This document describes how to configure CIC’s real-time performance monitoring system.
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
Copyright and Trademark Information
Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction
Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the
“Spirograph” logo design are registered trademarks of Interactive Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction
Server, ION, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks
of Interactive Intelligence, Inc. The foregoing products are ©1997-2017 Interactive Intelligence, Inc. All rights reserved.
Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ©2000-2017 Interactive
Intelligence, Inc. All rights reserved.
Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2001-2017 Interactive Intelligence,
Inc. All rights reserved.
Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-FAQ Knowledge Manager and Interaction Marquee are trademarks of
Interactive Intelligence, Inc. The foregoing products are ©2002-2017 Interactive Intelligence, Inc. All rights reserved.
Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2004-2017 Interactive Intelligence, Inc. All rights
reserved.
Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2005-2017 Interactive
Intelligence, Inc. All rights reserved.
Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of Interactive Intelligence, Inc. The
foregoing products are ©2006-2017 Interactive Intelligence, Inc. All rights reserved.
Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2007-2017 Interactive Intelligence, Inc. All rights reserved.
Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Interactive
Intelligence, Inc. The foregoing products are ©2009-2017 Interactive Intelligence, Inc. All rights reserved.
Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal and IPA are trademarks of Interactive Intelligence, Inc.
The foregoing products are ©2010-2017 Interactive Intelligence, Inc. All rights reserved.
Spotability is a trademark of Interactive Intelligence, Inc. ©2011-2017. All rights reserved.
Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of
Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service℠ and Interactive Intelligence CaaS ℠are trademarks or service marks of
Interactive Intelligence, Inc. The foregoing products are ©2012-2017 Interactive Intelligence, Inc. All rights reserved.
Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions and
Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2013-2017 Interactive Intelligence, Inc. All rights
reserved.
Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence, Inc. The
foregoing products are ©2013-2017 Interactive Intelligence, Inc. All rights reserved.
Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2014-2017
Interactive Intelligence, Inc. All rights reserved.
The veryPDF product is ©2000-2017 veryPDF, Inc. All rights reserved.
This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial
Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred
by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at
http://wpflocalization.codeplex.com.
A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and
technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No
warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the
Licensee or any third party resulting from use of the Databases.
Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective
companies.
DISCLAIMER
INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION
OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE,
CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING
INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
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Table of Contents
Table of Contents
Interaction Supervisor ................................................................................................................................................................................................... 1
Interaction Supervisor ................................................................................................................................................................................................... 1
Introduction .................................................................................................................................................................................................................. 1
What's New ................................................................................................................................................................................................................... 1
Views ............................................................................................................................................................................................................................... 1
Access to Views is controlled by License Assignment ................................................................................................................................ 2
Alerts................................................................................................................................................................................................................................ 2
Accessing documentation from the Help Menu ........................................................................................................................................... 2
Manage Workspaces ..................................................................................................................................................................................................... 2
Workspaces in CIC Business Manager............................................................................................................................................................... 2
Manage Views ............................................................................................................................................................................................................. 4
Manage Views .................................................................................................................................................................................................................. 4
About Views ................................................................................................................................................................................................................. 4
Agents and Workgroups category .......................................................................................................................................................................... 6
Summary ........................................................................................................................................................................................................................ 6
Agent Details view .......................................................................................................................................................................................................... 9
Summary ........................................................................................................................................................................................................................ 9
Add this view ................................................................................................................................................................................................................ 9
Change statistics in this view ............................................................................................................................................................................. 10
Shortcut Menu Commands ................................................................................................................................................................................. 11
Display Help for a statistic ................................................................................................................................................................................... 11
Set Alerts ..................................................................................................................................................................................................................... 11
Summary.......................................................................................................................................................................................................................... 11
Agent or Workgroup Queue view ........................................................................................................................................................................ 13
Summary ..................................................................................................................................................................................................................... 13
Add this view ............................................................................................................................................................................................................. 13
Customize this view to display Workgroup or User Queue data........................................................................................................ 14
To add or remove columns from this view .................................................................................................................................................. 14
Perform Call Actions on queue objects ......................................................................................................................................................... 14
Agent Overview view .................................................................................................................................................................................................. 16
Summary ..................................................................................................................................................................................................................... 16
Workgroup Details view ............................................................................................................................................................................................ 17
Summary ..................................................................................................................................................................................................................... 17
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Add this view ............................................................................................................................................................................................................. 18
Change the layout of this view .......................................................................................................................................................................... 18
Shortcut commands in this view....................................................................................................................................................................... 19
Change statistics in this view ............................................................................................................................................................................. 22
Select cumulative vs. Partial Sum histogram for Service Level or Abandon Rate statistics ..................................................... 22
Display Help for a statistic ................................................................................................................................................................................... 23
Set Alerts ..................................................................................................................................................................................................................... 23
Manage Workgroup Activations ........................................................................................................................................................................... 23
Manage User Activations .......................................................................................................................................................................................... 24
Force User Logouts ..................................................................................................................................................................................................... 25
Log off another user .............................................................................................................................................................................................. 25
Related Topics .......................................................................................................................................................................................................... 25
Workgroup Directory view ....................................................................................................................................................................................... 25
Summary ..................................................................................................................................................................................................................... 25
Add this view ............................................................................................................................................................................................................. 25
Columns in this view .............................................................................................................................................................................................. 26
Set Alerts ..................................................................................................................................................................................................................... 27
Workgroup Graph view ............................................................................................................................................................................................. 27
Summary ..................................................................................................................................................................................................................... 27
Add this view ............................................................................................................................................................................................................. 27
Customize the Graph ............................................................................................................................................................................................. 28
Change statistics in this view ............................................................................................................................................................................. 28
Add or remove Workgroups from this view ................................................................................................................................................ 28
Set Alerts ..................................................................................................................................................................................................................... 28
Display Help for a statistic ................................................................................................................................................................................... 28
Workgroup Overview view....................................................................................................................................................................................... 28
Summary ..................................................................................................................................................................................................................... 28
Add this view ............................................................................................................................................................................................................. 29
Change statistics displayed in this view......................................................................................................................................................... 29
Change workgroups displayed in this view ................................................................................................................................................. 30
Remove a workgroup ............................................................................................................................................................................................ 30
Remove a statistic (column)................................................................................................................................................................................ 30
Display Help for a statistic ................................................................................................................................................................................... 30
Set Alerts ..................................................................................................................................................................................................................... 30
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Workgroup Statistics view........................................................................................................................................................................................ 30
Summary ..................................................................................................................................................................................................................... 30
Add this view ............................................................................................................................................................................................................. 31
Examine a different workgroup ......................................................................................................................................................................... 31
Change statistics displayed in this view......................................................................................................................................................... 31
Select cumulative vs. Partial Sum histogram for Service Level or Abandon Rate statistics ..................................................... 31
Remove all statistics in a statistic group from the view. ......................................................................................................................... 32
Remove a statistic from the view. .................................................................................................................................................................... 32
Display Help for a statistic ................................................................................................................................................................................... 32
Skills Filtering ............................................................................................................................................................................................................ 32
Set Alerts ..................................................................................................................................................................................................................... 32
Interaction Feedback Status category ................................................................................................................................................................. 32
Summary ..................................................................................................................................................................................................................... 32
For Interaction Feedback statistics, "today" is relative to component start time, not server time ....................................... 33
Interaction Feedback Statistics view .................................................................................................................................................................... 33
Summary ..................................................................................................................................................................................................................... 33
Add this view ............................................................................................................................................................................................................. 33
Change statistics in this view ............................................................................................................................................................................. 34
Display Help for a statistic ................................................................................................................................................................................... 34
Change Chart options ........................................................................................................................................................................................... 34
Set Alerts ..................................................................................................................................................................................................................... 35
Interaction Feedback Wizard .................................................................................................................................................................................. 35
Interaction Feedback Statistics dialog ................................................................................................................................................................ 36
Interaction Optimizer category .............................................................................................................................................................................. 37
Summary ..................................................................................................................................................................................................................... 37
Required Licenses ................................................................................................................................................................................................... 38
Required ACL Right ................................................................................................................................................................................................ 38
Related Statistics ..................................................................................................................................................................................................... 38
Real-time Adherence view ....................................................................................................................................................................................... 39
Summary ..................................................................................................................................................................................................................... 39
Add this view ............................................................................................................................................................................................................. 39
Change statistics in this view ............................................................................................................................................................................. 40
Customize the Chart .............................................................................................................................................................................................. 40
Remove category .................................................................................................................................................................................................... 41
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Add category............................................................................................................................................................................................................. 41
Display Help for a statistic ................................................................................................................................................................................... 41
Set Alerts ..................................................................................................................................................................................................................... 41
Real-time Adherence Wizard .................................................................................................................................................................................. 41
Interaction Optimizer Statistics Selection dialog ........................................................................................................................................... 46
Content Servers view .................................................................................................................................................................................................. 47
Add this view ............................................................................................................................................................................................................. 47
Change statistics in this view ............................................................................................................................................................................. 48
Display Help for a statistic ................................................................................................................................................................................... 48
Set Alerts ..................................................................................................................................................................................................................... 48
Summary ..................................................................................................................................................................................................................... 48
Call Activity view........................................................................................................................................................................................................... 50
Summary ..................................................................................................................................................................................................................... 50
License Requirement ............................................................................................................................................................................................. 51
Add this view ............................................................................................................................................................................................................. 51
Display Line or Station activity .......................................................................................................................................................................... 51
Call Action Control.................................................................................................................................................................................................. 51
Sort columns ............................................................................................................................................................................................................. 51
Resize column width .............................................................................................................................................................................................. 51
Change columns displayed ................................................................................................................................................................................. 51
Set Alerts ..................................................................................................................................................................................................................... 52
License statistics view................................................................................................................................................................................................. 52
Summary ..................................................................................................................................................................................................................... 52
Add this view ............................................................................................................................................................................................................. 53
Columns in this view .............................................................................................................................................................................................. 53
Change statistics in this view ............................................................................................................................................................................. 53
Display Help for a statistic ................................................................................................................................................................................... 54
Set Alerts ..................................................................................................................................................................................................................... 54
Queues view ................................................................................................................................................................................................................... 54
Summary ..................................................................................................................................................................................................................... 54
Add this view ............................................................................................................................................................................................................. 55
Queue Selection Bar............................................................................................................................................................................................... 55
Information display section ................................................................................................................................................................................ 56
Call Action Control.................................................................................................................................................................................................. 56
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Sort columns ............................................................................................................................................................................................................. 57
Resize column width .............................................................................................................................................................................................. 57
Change the columns displayed ......................................................................................................................................................................... 57
Set Alerts ..................................................................................................................................................................................................................... 57
Session Managers view ............................................................................................................................................................................................. 57
Summary ..................................................................................................................................................................................................................... 58
Add this view ............................................................................................................................................................................................................. 59
Details of this view .................................................................................................................................................................................................. 59
Session Count context menu ............................................................................................................................................................................. 60
Set Alerts ..................................................................................................................................................................................................................... 60
System Graph view ...................................................................................................................................................................................................... 60
Summary ..................................................................................................................................................................................................................... 61
Add this view ............................................................................................................................................................................................................. 61
Change statistics in this view ............................................................................................................................................................................. 61
Customize the Graph ............................................................................................................................................................................................. 62
Set Alerts ..................................................................................................................................................................................................................... 62
Display Help for a statistic ................................................................................................................................................................................... 62
System Statistics view ................................................................................................................................................................................................ 62
Summary ..................................................................................................................................................................................................................... 62
Add this view ............................................................................................................................................................................................................. 62
Statistical Categories in this view ..................................................................................................................................................................... 63
Change statistics in this view ............................................................................................................................................................................. 63
Display Help for a statistic ................................................................................................................................................................................... 63
Set Alerts ..................................................................................................................................................................................................................... 63
Summary ..................................................................................................................................................................................................................... 64
Required Access Right .......................................................................................................................................................................................... 64
Data that the user can view ................................................................................................................................................................................ 65
Interaction Details view ............................................................................................................................................................................................. 65
Summary ..................................................................................................................................................................................................................... 65
Add this view ............................................................................................................................................................................................................. 68
Master Page (Query options and search results) ....................................................................................................................................... 68
To search by Interaction ID ................................................................................................................................................................................. 68
To use Search Criteria............................................................................................................................................................................................ 69
Details Page ............................................................................................................................................................................................................... 71
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Interaction Details dialog ......................................................................................................................................................................................... 71
Summary ..................................................................................................................................................................................................................... 71
User Interface Elements ........................................................................................................................................................................................ 71
Interaction node ...................................................................................................................................................................................................... 73
Segments node ........................................................................................................................................................................................................ 74
Local Parties node ................................................................................................................................................................................................... 76
Workgroups node ................................................................................................................................................................................................... 76
Single Party Interaction Example........................................................................................................................................................................... 76
Two Party Interaction Example............................................................................................................................................................................... 77
Multi-Part Interaction Example .............................................................................................................................................................................. 78
Transferred Interaction Example ........................................................................................................................................................................... 81
Local Transfer ............................................................................................................................................................................................................ 81
Remote Transfer ...................................................................................................................................................................................................... 82
How interactions are dispositioned using segment detail data .............................................................................................................. 82
Data Collection Relationship ................................................................................................................................................................................... 83
InteractionSummary Table ....................................................................................................................................................................................... 84
Copying Tracker information to the Clipboard ............................................................................................................................................... 92
Summary ..................................................................................................................................................................................................................... 95
Dialer Statistics ......................................................................................................................................................................................................... 96
Add a Dialer view in CIC Business Manager ..................................................................................................................................................... 96
Dialer Campaign Details view ................................................................................................................................................................................. 98
Campaign Performance Statistics .................................................................................................................................................................... 98
Campaign Details Graph ...................................................................................................................................................................................... 98
Agent Statistics......................................................................................................................................................................................................... 98
Campaign Execution Controls ........................................................................................................................................................................... 98
Managing the execution state of campaigns from CIC Business Manager .................................................................................... 99
Interval Definitions .................................................................................................................................................................................................... 100
Dialer Health view ................................................................................................................................................................................................. 101
Dialer Status Messages pane ........................................................................................................................................................................... 102
Dialer History Messages pane ......................................................................................................................................................................... 103
Messages that can appear in a Dialer Health view ...................................................................................................................................... 103
Dialer Overview........................................................................................................................................................................................................... 106
Agent Overview .......................................................................................................................................................................................................... 107
View Options ........................................................................................................................................................................................................... 108
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Shortcut Menu Commands ............................................................................................................................................................................... 108
Skill Overview .............................................................................................................................................................................................................. 110
View Options ........................................................................................................................................................................................................... 110
Shortcut Menu Commands ............................................................................................................................................................................... 111
Dialer Real-time Agent Management........................................................................................................................................................... 112
Penetration Rate view ......................................................................................................................................................................................... 113
View Options ........................................................................................................................................................................................................... 113
Phone Number Type Overview ....................................................................................................................................................................... 115
Stage Overview ...................................................................................................................................................................................................... 115
Wrap-up Category Chart View ........................................................................................................................................................................ 116
Wrap-up Code Chart View ................................................................................................................................................................................ 116
How Call Analysis detections affect Abandon Rate .................................................................................................................................... 117
Enterprise Group Details view .............................................................................................................................................................................. 119
Add this view to the workspace ...................................................................................................................................................................... 119
Change statistics in this view ........................................................................................................................................................................... 120
Select cumulative vs. Partial Sum histogram for Service Level or Abandon Rate statistics ................................................... 120
Set Alerts ................................................................................................................................................................................................................... 120
Interserver Routes view ........................................................................................................................................................................................... 120
Add this view to the workspace ...................................................................................................................................................................... 121
Change statistics in this view ........................................................................................................................................................................... 121
Set Alerts ................................................................................................................................................................................................................... 121
Expander control ........................................................................................................................................................................................................ 122
Statistic Control .......................................................................................................................................................................................................... 123
Procedures ............................................................................................................................................................................................................... 123
View alerts set for a statistic .................................................................................................................................................................................. 123
Related Procedures .............................................................................................................................................................................................. 124
Display shortcut menu for a statistic control ................................................................................................................................................. 124
Queue Control............................................................................................................................................................................................................. 125
About Queue Controls ........................................................................................................................................................................................ 125
Look up an employee photo and office location .................................................................................................................................... 125
Sort Columns .......................................................................................................................................................................................................... 126
Resize Column Width .......................................................................................................................................................................................... 126
Rearrange Columns .............................................................................................................................................................................................. 126
Call Action Controls.............................................................................................................................................................................................. 126
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Interaction Analyzer Columns in Queue Controls ........................................................................................................................................ 126
How Interaction Analyzer Scoring is set up ............................................................................................................................................... 127
Call Action Control .................................................................................................................................................................................................... 128
Chart Control ............................................................................................................................................................................................................... 130
Summary ................................................................................................................................................................................................................... 130
Customize a Chart................................................................................................................................................................................................. 131
Chart Options dialog ................................................................................................................................................................................................ 132
Chart Options Dialog – General page .......................................................................................................................................................... 133
Chart Options dialog – Title page .................................................................................................................................................................. 134
Chart Options dialog – Legend page ........................................................................................................................................................... 135
Related Views.......................................................................................................................................................................................................... 136
Workgroup Directory control ............................................................................................................................................................................... 136
Add or Remove Columns ................................................................................................................................................................................... 136
Filter Columns ......................................................................................................................................................................................................... 136
Sort Columns .......................................................................................................................................................................................................... 136
Resize Column Width .......................................................................................................................................................................................... 136
Rearrange Columns .............................................................................................................................................................................................. 136
View Skills ................................................................................................................................................................................................................. 136
Display a User's Skills, Desire to Use, and Proficiency ........................................................................................................................... 137
Skills List dialog .......................................................................................................................................................................................................... 138
The Listen to Queue dialog............................................................................................................................................................................... 139
Manage Alerts ........................................................................................................................................................................................................ 141
Manage Alerts ........................................................................................................................................................................................................ 141
Edit an Alert .................................................................................................................................................................................................................. 146
Shortcut Method ................................................................................................................................................................................................... 146
Edit Alert from the Current Active Alerts dialog ...................................................................................................................................... 147
Edit Alert from the Manage Alerts dialog ................................................................................................................................................... 147
Delete an Alert ............................................................................................................................................................................................................ 147
Shortcut Method ................................................................................................................................................................................................... 147
Delete Alert from the Current Active Alerts dialog ................................................................................................................................. 148
Delete Alert from the Manage Alerts dialog ............................................................................................................................................. 149
View Active Alerts command ................................................................................................................................................................................ 149
Manage all alerts at once ....................................................................................................................................................................................... 149
Alert-related dialogs ................................................................................................................................................................................................. 150
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Add/Edit Alert dialog ............................................................................................................................................................................................... 151
Add/Edit Alert Condition dialog .......................................................................................................................................................................... 152
To complete this dialog ...................................................................................................................................................................................... 153
Buttons on this dialog ......................................................................................................................................................................................... 155
Add/Edit Alert Action dialog ................................................................................................................................................................................. 155
Edit Alert Font Color dialog ................................................................................................................................................................................... 156
Play a sound on Alert dialog ................................................................................................................................................................................. 157
Send an Email on Alert dialog .............................................................................................................................................................................. 159
Execute a Custom Handler on Alert dialog ..................................................................................................................................................... 160
Client Memo dialog .................................................................................................................................................................................................. 160
Controls ..................................................................................................................................................................................................................... 161
Current Active Alerts dialog .................................................................................................................................................................................. 163
Open this dialog .................................................................................................................................................................................................... 163
Edit an alert .............................................................................................................................................................................................................. 163
Dismiss the dialog................................................................................................................................................................................................. 163
Manage Alerts dialog ............................................................................................................................................................................................... 163
Filter options ........................................................................................................................................................................................................... 163
Add New Alert ........................................................................................................................................................................................................ 163
Edit an Alert ............................................................................................................................................................................................................. 163
Delete an Alert........................................................................................................................................................................................................ 163
Show all alerts in the system ............................................................................................................................................................................ 164
Dismiss the dialog................................................................................................................................................................................................. 165
Manage Assistance Requests ........................................................................................................................................................................... 165
Manage Assistance Requests ........................................................................................................................................................................... 165
Assistance requests from an agent's perspective.................................................................................................................................... 166
Assistance Requests from a supervisor's perspective ............................................................................................................................ 167
Respond to Assistance Request dialog ............................................................................................................................................................ 168
Agent Assistance dialog .......................................................................................................................................................................................... 170
Manage Client Memos........................................................................................................................................................................................ 172
Manage Client Memos........................................................................................................................................................................................ 172
How Client Memos are configured and sent............................................................................................................................................. 172
Procedures ............................................................................................................................................................................................................... 172
Manually create and send a Client Memo ...................................................................................................................................................... 172
Edit a Client Memo.................................................................................................................................................................................................... 173
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Remove a Client Memo not set to expire ........................................................................................................................................................ 174
Client Memo Management dialog ..................................................................................................................................................................... 175
Controls ..................................................................................................................................................................................................................... 175
Select Client Memo Recipients dialog .............................................................................................................................................................. 176
Manage Notifications .......................................................................................................................................................................................... 177
Dialogs ....................................................................................................................................................................................................................... 177
Dialogs ....................................................................................................................................................................................................................... 177
Agent Details Wizard................................................................................................................................................................................................ 179
Select Agent page ................................................................................................................................................................................................. 179
Select Workgroup page...................................................................................................................................................................................... 180
Agent Selection dialog ............................................................................................................................................................................................ 180
Change User Status dialog .................................................................................................................................................................................... 182
Summary ................................................................................................................................................................................................................... 182
Required Rights ..................................................................................................................................................................................................... 182
Controls ..................................................................................................................................................................................................................... 182
Directory Properties dialog .................................................................................................................................................................................... 183
Interaction Properties dialog ................................................................................................................................................................................ 183
Notes tab .................................................................................................................................................................................................................. 184
Log tab....................................................................................................................................................................................................................... 184
Attributes tab .......................................................................................................................................................................................................... 185
Interserver Routes - Select Server dialog .................................................................................................................................................... 186
Interval and Queue Statistic Selection dialog ................................................................................................................................................ 187
Interval frame .......................................................................................................................................................................................................... 188
Queue Statistics frame ........................................................................................................................................................................................ 188
Module Management dialog ................................................................................................................................................................................ 188
Queue Columns Selection dialog ................................................................................................................................................................... 189
Queue Columns .......................................................................................................................................................................................................... 191
Interaction States ....................................................................................................................................................................................................... 193
Queue States ........................................................................................................................................................................................................... 195
Select Enterprise Group dialog ............................................................................................................................................................................ 196
Select Enterprise Group Statistics dialog ......................................................................................................................................................... 197
Select Statistics for Interserver Routes dialog ............................................................................................................................................... 199
Controls on this dialog ....................................................................................................................................................................................... 201
Statistic Help dialog .................................................................................................................................................................................................. 201
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System Statistics Selection dialog....................................................................................................................................................................... 202
Statistical Categories ........................................................................................................................................................................................... 202
Controls on this dialog ....................................................................................................................................................................................... 203
General Procedure ................................................................................................................................................................................................ 203
Transfer a Work Item ................................................................................................................................................................................................ 205
Licenses and Other Conditions ....................................................................................................................................................................... 205
Work Item Transfer Dialog Box ....................................................................................................................................................................... 205
Transfer a work item ............................................................................................................................................................................................ 206
Workgroup Directory Options dialog ............................................................................................................................................................... 206
Workgroup Statistics and Queue Statistics dialog ...................................................................................................................................... 207
Workgroup Statistics dialog .................................................................................................................................................................................. 208
Workgroup Statistics Selection dialog .............................................................................................................................................................. 211
Workgroups Selection dialog ............................................................................................................................................................................... 211
Supervisor Statistics ............................................................................................................................................................................................. 213
Supervisor Statistics ............................................................................................................................................................................................. 213
Agent Statistics ........................................................................................................................................................................................................... 214
Service Level Distributions ..................................................................................................................................................................................... 215
Feedback Statistics .................................................................................................................................................................................................... 216
Licenses .......................................................................................................................................................................................................................... 217
Agents Real-Time Adherence Details ................................................................................................................................................................ 217
Queue Statistics .......................................................................................................................................................................................................... 218
Session Manager Statistics .................................................................................................................................................................................... 218
Client Services Resources ....................................................................................................................................................................................... 219
Content Servers Statistics ....................................................................................................................................................................................... 219
Email ................................................................................................................................................................................................................................ 220
Fax .................................................................................................................................................................................................................................... 220
Interaction Statistics ................................................................................................................................................................................................. 221
IC Memory Usage ...................................................................................................................................................................................................... 222
IC Performance ........................................................................................................................................................................................................... 225
PMQ ................................................................................................................................................................................................................................. 226
Recording ...................................................................................................................................................................................................................... 228
Speech Recognition .................................................................................................................................................................................................. 229
IC System Status ......................................................................................................................................................................................................... 229
Tracker Server .............................................................................................................................................................................................................. 230
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Transaction Server ..................................................................................................................................................................................................... 230
Workgroup Statistics ................................................................................................................................................................................................ 230
Dialer Statistics ....................................................................................................................................................................................................... 233
Dialer Statistics ....................................................................................................................................................................................................... 233
Dialer agent statistics ............................................................................................................................................................................................... 234
Abandon Rate (by calls)...................................................................................................................................................................................... 234
Abandon Rate (by contacts) ............................................................................................................................................................................. 234
Abandon Rate (by detections) ......................................................................................................................................................................... 234
Average Break Time ............................................................................................................................................................................................. 234
Average Dialer Talk Time ................................................................................................................................................................................... 234
Average Idle Time ................................................................................................................................................................................................. 234
Average Non-Dialer Talk Time ........................................................................................................................................................................ 234
Average Talk Time ................................................................................................................................................................................................ 234
Contact Rate ............................................................................................................................................................................................................ 234
Contacts Per Hour ................................................................................................................................................................................................. 234
Dialer Calls ............................................................................................................................................................................................................... 235
Idle Periods .............................................................................................................................................................................................................. 235
Logged In Time ...................................................................................................................................................................................................... 235
Non-Dialer Calls ..................................................................................................................................................................................................... 235
Percent Break Time ............................................................................................................................................................................................... 235
Percent Dialer Talk Time..................................................................................................................................................................................... 235
Percent Idle Time................................................................................................................................................................................................... 235
Percent non-Dialer Talk Time........................................................................................................................................................................... 235
Stage ........................................................................................................................................................................................................................... 235
Station ........................................................................................................................................................................................................................ 235
Status .......................................................................................................................................................................................................................... 235
Successes Per Hour .............................................................................................................................................................................................. 235
Successes Rate (by calls) .................................................................................................................................................................................... 235
Successes Rate (by contacts) ............................................................................................................................................................................ 235
Time in Stage .......................................................................................................................................................................................................... 235
Time in Status ......................................................................................................................................................................................................... 235
Total Abandons ...................................................................................................................................................................................................... 235
Total Break Time .................................................................................................................................................................................................... 236
Total Breaks ............................................................................................................................................................................................................. 236
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Total Contacts ......................................................................................................................................................................................................... 236
Total Detections ..................................................................................................................................................................................................... 236
Total Dialer Talk Time .......................................................................................................................................................................................... 236
Total Idle Time ........................................................................................................................................................................................................ 236
Total Non-Dialer Talk Time ............................................................................................................................................................................... 236
Total Successes ...................................................................................................................................................................................................... 236
Total Talk Time ....................................................................................................................................................................................................... 236
Dialer campaign statistics....................................................................................................................................................................................... 236
Dialer overall statistics ............................................................................................................................................................................................. 238
Dialer phone number detail statistics ............................................................................................................................................................... 239
Dialer skill statistics ................................................................................................................................................................................................... 240
Dialer stage statistics ................................................................................................................................................................................................ 240
Dialer wrap up statistics .......................................................................................................................................................................................... 241
Supervisor-related server parameters ............................................................................................................................................................... 241
Licenses, Security and Access Control Rights............................................................................................................................................ 242
Licenses, Security and Access Control Rights............................................................................................................................................ 242
Module Management Feature ......................................................................................................................................................................... 242
Supervisor Related Licenses .................................................................................................................................................................................. 242
IC Security Rights ....................................................................................................................................................................................................... 244
Set queue access rights using the Access Control Details dialog ......................................................................................................... 263
Copyright and Trademark Information............................................................................................................................................................. 265
Change Log .................................................................................................................................................................................................................. 266
CIC 2017 R3 ............................................................................................................................................................................................................. 266
CIC 2017 R2 ............................................................................................................................................................................................................. 266
CIC 2017 R1 ............................................................................................................................................................................................................. 267
CIC 2016 R4 ............................................................................................................................................................................................................. 267
CIC 2016 R3 ............................................................................................................................................................................................................. 267
CIC 2016 R2 ............................................................................................................................................................................................................. 267
CIC 2015 R1 ............................................................................................................................................................................................................. 267
Interaction Center 4.0 SU5 ................................................................................................................................................................................ 267
Interaction Center 4.0 SU4 ................................................................................................................................................................................ 270
Interaction Center 4.0 SU 3 ............................................................................................................................................................................... 271
Interaction Center 4.0 SU 2 ............................................................................................................................................................................... 273
Interaction Center 4.0 SU1 ................................................................................................................................................................................ 276
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Interaction Center 4.0 GA .................................................................................................................................................................................. 277
CIC 2015 R2 ............................................................................................................................................................................................................. 278
CIC 2015 R3 ............................................................................................................................................................................................................. 278
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Interaction Supervisor
Interaction Supervisor
Introduction
Interaction Supervisor is CIC's real-time performance monitoring system. Interaction Supervisor displays metrics and
sends notifications when user-defined thresholds are reached. It satisfies the demanding requirements of executives,
supervisors, managers, and IT professionals who need immediate operational information and automatic notification
when special events occur. Interaction Supervisor reveals what's going on in a contact center or business, by
monitoring an assortment of entities, including:
•
People. Given sufficient access privileges, a supervisor can select a user and see his or her interactions and
current status.
•
Interactions. A supervisor can highlight a phone call and listen in, initiate a recording, whisper into the
agent's ear, join the call, take the call, and perform other telephony operations. Similar operations are
provided for non-telephonic interactions such as queued emails, and text chats.
•
Queues. Interaction Supervisor indicates the performance of workgroups and activity in their associated
queues, by displaying average wait times, talk times, calls currently in queue, and many other metrics.
•
Processes. Managers can inspect workflow objects as they traverse through business process flows.
Interaction Supervisor can display where a process object is along its execution path, how long it has been in
transit, where it's currently held up, who is supposed to be working on it, and other details.
•
CIC. Interaction Supervisor helps IT personnel monitor the health and performance of CIC servers, notifying
them when problems occur. For example, an e-mail notification can be sent to system administrators if disk
space falls below a customizable threshold.
•
Add-on Product Domains. Interaction Supervisor is not limited to reporting events and activity on CIC
systems. Views can apply to other product domains, such as Interaction Dialer, Interaction Director and
Interaction Optimizer, for example. Supervisor's extensible architecture allows new functionality to be added
when add-on products are installed. Supplemental views plug-in to Supervisor, subject to license restrictions
and assignment of user rights.
What's New
See Change Log for information about enhancements, documentation updates, and new features in Interaction
Supervisor released in CIC GA and subsequent service updates.
•
A note about client applications: Customer Interaction Center (CIC) supports several interaction management client
applications. This documentation uses the term "CIC client" to refer to these applications, which include Interaction
Connect, Interaction Desktop, Interaction Client .NET Edition, and Interaction Client Web Edition. Starting with CIC
2015 R3, Interaction Desktop replaces Interaction Client .NET Edition as the primary CIC client.
Views
Information in Interaction Supervisor is presented by views. Generally speaking, views in Interaction Supervisor
display statistics, graphs, queues, and in some cases, reports. When you add a view, it is configured to display
precisely the data you want to see. A comprehensive assortment of views is available. Interaction Supervisor organizes
views of a similar nature by product or category, to make the selection of views easier.
For example, views in the Agents and Workgroups category pertain to agent, team, and workgroup activity. Views in
the System Status category indicate the health of CIC subsystems. This documentation discusses views by category, to
mimic the way Supervisor is used in practice.
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Views are always added to a workspace. Workspaces organize views, including views from different application
modules. Views within a workspace may be docked relative to other views any way you like.
Once you learn Supervisor's basic features and controls, you can use similar techniques with all views. And since
Supervisor is a component of CIC Business Manager, it works like other application modules. Views are added by
selecting New > View from the File menu. See Manage Views.
Access to Views is controlled by License Assignment
The views available in CIC Business Manager are controlled by CIC server license. When a user logs in to CIC Business
Manager, it enables all views for which that user has access rights. Access is governed by the license file on the CIC
server and by the assignment of security and access rights in Interaction Administrator. The total number of licenses
available is enforced by CIC. Contact your CIC System Administrator if a needed view is unavailable after you logon.
See Licenses, Security and Access Control Rights and access-related information in topics that describe each view
category.
Alerts
Alerts enhance Interaction Supervisor's ability to display real-time information. Alerts notify the user when a statistic
enters a user-defined threshold, is within bounds, or is no longer within a range of values. Alerts are displayed in
Supervisor using color coded icons and conspicuous text attributes. Alerts can optionally send email notifications, play
sounds, or invoke a handler. You can base alerts for calls longer than a specific duration, average hold time greater
than a given value, and many other metrics. See Manage Alerts.
Accessing documentation from the Help Menu
The Help menu in CIC Business Manager links to user assistance for other application modules. If the information you
are looking for is not in this file, use the Help menu to locate other CIC Business Manager documentation.
02/21/2017
Manage Workspaces
Workspaces in CIC Business Manager
The workspace is the large area where views appear in the main window. A workspace hosts views, including views
from different application modules. This helps you organize views for tasks that you frequently perform. Views within
a workspace can be docked in a variety of ways.
CIC Business manager provides a default workspace. You can also create custom workspaces to organize a selection of
different views.
To add a custom workspace:
1.
2
Click Workspace… on a Getting Started page, or select New > Workspace. The Create New Workspace dialog
appears, prompting for a workspace name and other information.
Interaction Supervisor
2.
Enter a descriptive name for the workspace, and optionally a description and your preference of icon.
3.
Click OK. The new workspace appears. If "Show Getting Started" on new workspaces was checked, the new
workspace appears with Getting Started instructions as shown below. Otherwise the new workspace is empty.
Note also this page lists Built-in Workspaces, which are application modules that appear by default in the
Workspaces bar.
4.
Next, add a view to the workspace. See Add any view to a workspace for instructions.
5.
To switch between workspaces, select a workspace from the Workspaces menu, or click a workspace icon in the
vertically-oriented Workspaces tab.
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For more information about Workspaces and adding views, select Getting Started from the Help menu to open the
CIC Business Manager User Interface Help.
Manage Views
Manage Views
About Views
Displays of information in CIC Business Manager are called views. Supervisor views display statistics, graphs, queues,
the status of alerts, and in some cases, reports using a common set of visual controls. Views track the connection
state of the application, and maintain alert watches when connections are available. Views update information in realtime, along with the status of any alerts that have been set.
Views are added to a workspace. Workspaces organize views, including views from different application modules.
Views in a workspace may be docked relative to other views any way you like. Views must be configured to select a
subset of available data. For example, to view details about an agent, you must specify which agent. These selection
criterions are called view parameters.
Licensing and station rights determine the views available. Contact your CIC System Administrator if a needed product
or category is unavailable after you log on. Once rights are assigned, views will become visible the next time you log
on to CIC Business Manager.
4
1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Categories may differ from those shown below, since the availability of views is subject to licenses,
security rights, and access control rights. See Licenses, Security and Access Control Rights.
Interaction Supervisor
Since a comprehensive assortment of views is available, CIC Business Manager organizes views by
category or product, to make the selection of views easier. Select Categories from the Group By drop list.
4.
Click in the list on the left to select a view category. A list of views for that category will appear in the list on
the right. Subject to access restrictions, the view categories are:
View Category
Description
Agents and Workgroups
Views that report the activity of Agents, Workgroups and Workgroup
Directories.
You can view or graph the activity of a single agent for a single workgroup, or
for all workgroups that the agent has membership in. You can monitor activity
in agent or workgroup interaction queues, filtering by interaction type, or
monitor statistics for many agents in multiple workgroups.
You can examine details and statistics about a particular workgroup, display
member agents of a workgroup in a directory, graph workgroup statistics, and
compare activity across multiple workgroups.
Dialer Statistics
Interaction Dialer views display statistics about Dialer agents, outbound
campaigns, skills, stages, wrap-up codes and categories, the overall status of
multiple running campaigns, and the health of Dialer servers.
Interaction Feedback Status
Views that display statistics about Interaction Feedback surveys in progress.
Interaction Optimizer
Views that compare actual agent activity and presence to schedules.
Interaction Recorder
Provides the ability to display statistics that help determine the state of
configured Remote Content Servers and Recorder Server.
System Status
Views that monitor the health and performance of CIC server to display license
statistics, activity in line, station, workgroup, and user queues, session managers
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and session activity, CIC system performance, memory usage, and subsystem
activity.
Tracker
Provides ability to search for an interaction and examine its details. The search
features in this view query for interactions that are no longer in queue by
searching for any combination of: Interaction ID, Media Type, Date/Time,
Direction, Last User, Last Workgroup, DNIS, Remote Number, or Remote
Address.
A particular interaction can then be displayed with details indicating everything
known about the interaction. Details about an interaction include: the segments
within the interaction, and an overview of workgroups, local parties, and
conference parties involved.
Interaction Director
These views display service level, abandon and queue statistics about an
enterprise group, or routes on a monitored server which are used to place interserver calls between CIC servers.
5.
Select which view to add by clicking an item in the Views list.
6.
Click OK.
If the view requires parameters to be set, dialogs appear at this time to prompt for view preferences. Most
views prompt for parameter information. For example, an Agent Details view prompts to select an agent, and
then opens a second dialog to ask whether to select activity for that agent in a single workgroup or all
workgroups. Only with these parameters can the view show statistics for the selected agent and workgroup.
Optionally press F1 for help with parameter selection dialogs.
1.
7.
When you finish selecting parameters, the view will appear in the workspace.
Views are automatically disabled if the connection with CIC server goes down for any reason. A 'spinner'
cursor is shown in all Supervisor views, indicating that no data is being received. Views are automatically
enabled once the connection is restored.
Agents and Workgroups category
Agents and Workgroups category
Summary
Views in the Agents and Workgroups category manage agents, teams, and workgroups. If this category does not
appear when you add a view, contact your CIC System Administrator. See Licenses, Security and Access Control
Rights.
Icon
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View Details
Appearance
Interaction Supervisor
Agent Details
Summarizes the activity of a single
agent, for a single workgroup, or for
all workgroups that the agent has
membership in.
This view displays Agent Statistics for
the current period, previous period,
current shift and previous shift.
Agent Graph
Shows statistics of several agents in
one or more workgroups presented
in a graph.
This view displays Agent Statistics for
the current period, previous period,
current shift and previous shift.
Agent or Workgroup Queue
Shows current activity in an agent's
or a workgroup's interaction queue.
The view can be filtered by
interaction type, to show calls,
callbacks, chats, emails, generic
queue objects, and workflow items,
or all interaction types.
Agent Overview
Statistics of several agents in one or
more workgroups.
Statistics for each agent can be
expanded to show activity in
workgroup queues.
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Workgroup Details
Shows details about a selected
workgroup. This view includes the
directory, the statistics and the
queue (if applicable).
Workgroup Directory
Shows member agents of a
workgroup in a directory.
Workgroup Graph
Rolled-up statistics on selected
workgroups presented in a graph.
Workgroup Overview
Compares activity of multiple
workgroups. This view rolls up
statistics for selected workgroups,
displaying workgroups selected by
the user as rows, and selected
workgroup statistics as columns.
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Interaction Supervisor
Workgroup Statistics
Statistics for a selected workgroup.
This view does not show the
workgroup queue or the directory.
Agent Details view
Summary
The Agent Details view summarizes the activity of a single agent, for a single workgroup, or for all workgroups that
the agent has membership in. This view displays Agent Statistics for the current period, previous period, current shift
and previous shift, in a single expander control.
Statistics pertain to time in a workgroup or a user interaction, and not overall time in the system. The time an
interaction was in IVR for example, is not counted. Once the view is created, you can select a different agent, or other
workgroups that the selected agent is participating in.
Add this view
1.
If necessary, start CIC Business Manager and log on.
2.
In CIC Business Manager, select a workspace from the Workspaces menu, or create a new workspace to host
the view.
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3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
In the Categories list, select Agents and Workgroups.
6.
Select Agent Details in the list of views on the right.
7.
Click OK. The Select Agent page of the Agent Details Wizard appears.
8.
Select the name of an agent. You may need to type a name in the Filter box. When more than 20 agents
exist in the system, only the first 20 are shown, and an indicator ( ) informs that more agent names are
available.
In that case, typing an agent's name in the Filter box locates the agent. When fewer than 20 agents exist in
the system, the filter box is not displayed. Only agents that are members of at least one workgroup appear in
this list.
Once you select an agent, his or her name appears in the Agent box under Selected Parameters. This helps
verify the current selection. Note that Workgroup appears in that section as read-only text. Workgroups are
selected on the next wizard page.
9.
Click Next to Proceed. The Select Workgroup page of the Agent Details Wizard appears.
10. The Select Workgroup page prompts whether to select statistics for a single workgroup, or for the agent's
activity in all workgroups. Click to select a workgroup by name, or select [All] for all workgroups the agent
is a member of. Optionally use the Filter box to locate specific workgroups by typing all or part of a
workgroup name.
Once you make a selection, the workgroup name (or [All]) appears in the Workgroup box under Selected
Parameters. This helps verify your selection.
11. Click Finish. The view appears, showing statistics for the selected agent and workgroup.
Change statistics in this view
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1.
Right-click anywhere in the view to open a shortcut menu.
2.
Select Add/Remove Statistics… from the menu. The Interval and Queue Statistic Selection dialog appears.
This dialog selects which time intervals and statistics will appear in the view.
3.
Options in the Interval frame manage time periods reported in the view. The list on the left contains items
that are not currently included in the view. The list on the right contains items to include in the view.
•
Select periods in the list on the left. Then click Add to move them to the other list. Add All selects all items
for inclusion.
•
Use Move Up and Move Down buttons to optionally change the display order of columns in the view.
Interaction Supervisor
•
To exclude periods from the view, select items in the list on the right. Then click Remove. The Remove All
button excludes all time periods from the view, but at least one must be included.
4.
Options in the Queue Statistics frame manage statistics reported in the view. The list on the left contains
items that are not currently included in the view. The list on the right contains items to include in the view.
•
Select statistics in the list on the left. Then click Add to move them to the other list. Add All selects all items
for inclusion.
•
Use Move Up and Move Down buttons to optionally change the display order of rows in the view.
•
To exclude statistics from the view, select items in the list on the right. Then click Remove. The Remove All
button excludes all statistics from the view, but at least one must be included.
5.
Click OK when you are finished.
Shortcut Menu Commands
Right-click any statistic in the view to display shortcut menu commands. The menu options are:
Edit Alerts…
Opens dialog for adding or changing the parameters of alerts. This menu option is enabled when the shortcut menu
is opened by right-clicking on a statistic.
Add/Remove statistics…
Opens the Interval and Queue Statistic Selection dialog is presented, so that the user can pick and choose statistics to
display in the view.
Remove > column
Removes a column from the view.
Remove > entire row
Removes a row from the view.
Display Help for a statistic
1.
Right-click the statistic to display the shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Set Alerts
See Manage Alerts.
Summary
The Agent Graph view shows statistics of several agents in one or more workgroups presented in a graph. This view
charts Agent Statistics for your choice of intervals (current period, previous period, current shift and previous shift).
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Statistics pertain to time in a workgroup interaction, and not overall time in the system. The time an interaction was in
IVR for example, is not counted. Once the view is created, you can select a different workgroup that the selected
agents participate in.
Add this view
1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
Click the Agents and Workgroups view category.
6.
Select Agent Graph from the list of views. Click OK.
7.
Select a workgroup. Click Next. The Agent Selection dialog appears. (In this context, the dialog title is Agent
Graph.)
8.
Choose agents to graph by selecting names in the Available Items list on the left. Then press Add.
Add All selects all agents for inclusion. You can change the display order of agents in the view using Move
Up and Move Down buttons. To exclude agents from the view, select items in the list on the right. Then
click Remove. The Remove All button excludes all agents from the view, but at least one has to be included.
9.
Click Next. The Interval and Queue Statistic Selection dialog prompts for time intervals to select, and which
statistics to chart.
10. In the Interval list, select time intervals to select data for. Then click Add.
Options in the Interval frame manage time periods to select data for. The list on the left contains items that
are not currently included in the view. The list on the right contains items selected to include in the view.
Select items in the list on the left. Then click Add to move them to the other list, to include them in the view.
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Interaction Supervisor
Add All selects all items for inclusion. You can change the display order of columns in the view using Move
Up and Move Down buttons. To exclude periods from the view, select items in the list on the right. Then
click Remove. The Remove All button excludes all time periods from the view, but at least one has to be
included.
11. Select statistics that you want to chart. Then click Add.
Options in the Queue Statistics frame manage statistics to report in the view. The list on the left contains
items that are not currently included in the view. The list on the right contains items selected to include in
the view. Select items in the list on the left. Then click Add to move them to the other list, to include them in
the view. Add All selects all items for inclusion. You can change the display order of rows in the view using
Move Up and Move Down buttons. To exclude statistics from the view, select items in the list on the right.
Then click Remove. The Remove All button excludes all statistics from the view, but at least one has to be
included.
12. Click Finish. The Agent Graph view appears.
Change statistics in this view
1.
Right-click in the view to open its shortcut menu.
2.
Select Add/Remove Statistics…
3.
Use the Interval and Queue Statistic Selection dialog to modify which Agent Statistics are graphed. It
prompts for time intervals to select, and which statistics to chart.
Add or remove Agents from this view
1.
Right-click in the view to open its shortcut menu.
2.
Select Add/Remove Agents…
3.
Use the Agent Selection dialog to add or remove agents from the view.
Customize the Graph
See Chart Control.
Set Alerts
See Manage Alerts.
Display Help for a statistic
1.
Right-click a statistic in the Legend below the graph to display a shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Agent or Workgroup Queue view
Summary
The Agent or Workgroup Queue view displays current activity in a workgroup or user queue. The view can be
filtered by interaction type, to show calls, callbacks, chats, emails, generic queue objects, and IPA work items, or all
interaction types.
Add this view
1.
If necessary, start CIC Business Manager and log on.
2.
In CIC Business Manager, select a workspace from the Workspaces menu, or create a new workspace to host
the view.
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3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
In the Categories list, select Agents and Workgroups.
6.
Select Agent or Workgroup Queue in the list of views on the right. Click OK. This view does not require
parameters to be set.
Customize this view to display Workgroup or User Queue data
Select from the drop lists in left to right order:
1.
Use the Queue Type drop list to select Workgroup Queue or User Queue.
2.
Select a specific queue in the middle drop list. It contains user or workgroup queue names based on the
Queue Type selection made.
To narrow down the number of items displayed, type part of a queue name in queue drop lists. This filters the
list of queue names to match that string, making it much easier to find the queue you are looking for.
3.
Select the type of queue interaction to display (calls, chats, etc.) from the Interaction Type list, or select All
Types.
To add or remove columns from this view
1.
Right-click any column heading to display the shortcut menu. See Queue Columns for a description of each
column that can appear in this view.
2.
Select a column to include. If you select a checked column name, it will be removed from the view.
3.
To select columns and also set their display order in the view, select More… from the shortcut menu. This
opens the Queue Columns Selection dialog.
Perform Call Actions on queue objects
If you right click a row in the queue control, you can select call action commands from the shortcut menu:
Pick Up
Answers the current interaction, or takes the interaction off hold.
Disconnect
Disconnects the selected interactions. You can select multiple calls to disconnect at once.
Join
Adds the Supervisor user to a call on any user or station queue that the manager has permission
to monitor. Both the agent and the customer can hear the manager's side of the conversation.
When the Join feature is used, Interaction Supervisor creates a conference call between the agent,
the connected party, and the Supervisor user.
Listen
Listens in on a call. For example, you can listen to a caller leaving a voice mail message, to a
conversation between two parties, or to a conference call. The parties being listened to may not be
aware that someone is listening to the call.
Interactive Intelligence, Inc. disclaims any responsibility for end-user or licensee to comply with
federal or state law restrictions regarding Record or Listen capabilities of CIC software. The
licensee hereby warrants and represents that the end-user or licensee will use the product in
compliance with any federal or state law.
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Interaction Supervisor
Transfer
Transfers the interaction to another user.
Coach
Adds yourself to an agent's call on any user or station queue you have permission to monitor. This
enables you to provide advice to the agent without the customer knowing that you are assisting
on the call. The agent can hear your side of the conversation, but the customer cannot.
This feature is especially helpful to supervisors who are training new agents, monitoring employee
customer service performance, or simply providing assistance with a customer call.
If the agent presses the Mute button while you are coaching the agent, the customer no longer
hears the agent but the agent can continue to converse with you. The Mute button does not affect
the audio between the agent and the coach.
You must have permission to use the Coach feature and you must have permission to monitor
queues. If you have questions about your rights and permissions, see your Interaction Center
administrator.
The Coach option is disabled if the call is not in a state in which this action can be performed.
Record
Records the currently selected call. This recording is saved as a .wav file. Selecting Record the first
time starts the recording session for a call. Selecting Record again stops the recording session for
a call.
If you select Record more than once to stop or continue recording a call, each part of the recorded
conversation is stored in separate .wav files, and sent to you in e-mail message attachments after
you end the call.
The Record option is unavailable if the call is not in a state in which this action can be performed
or if you do not have rights to record calls. Contact your CIC administrator if you need security
rights to use this feature.
Interactive Intelligence, Inc. disclaims any responsibility for end-user or licensee to comply with
federal or state law restrictions regarding Record or Listen capabilities of CIC software. The
licensee hereby warrants and represents that the end-user or licensee will use the product in
compliance with any federal or state law.
Pause
Pauses recording. Select Pause again to resume recording.
Snip
Creates a recording snippet. To have snip capabilities, your administrator must configure your user
account with the appropriate rights and licenses in Interaction Administrator. For more
information, see the Interaction Recorder and Interaction Quality Manager Technical Reference in
the CIC Documentation Library and the Interaction Administrator Help.
Private
Prevents other users from recording or listening to a conversation. Use of the Private feature may
be subject to your company's policies and should only be used in accordance with those policies.
CIC handler customization can be used to track the use of the Private feature to ensure
compliance with such policies.
Properties
Opens the Directory Properties dialog to display information about the selected user.
Copy value of
Copies the value of the selected row at the intersection of the selected column, to the clipboard.
Copy Interaction Copies interaction details to the clipboard.
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Agent Overview view
Summary
The Agent Overview summarizes Agent Statistics of several agents in one or more workgroups. Statistics can be
expanded to show activity in each workgroup the agent participates in.
Add this view
1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
Select the Agents and Workgroups view category.
6.
Select Agent Overview from the list of views. Click OK. Select one workgroup, or select [All] to include all
workgroups.
7.
Click Next. Use the Agent Selection dialog to select agents to include in the view.
8.
Click Next. Use the Interval and Queue Statistic Selection dialog to select time intervals and statistics to
include in the view.
9.
Click Finish.
Add or remove Agents from view
1.
Right-click in the view to display its shortcut menu.
2.
Choose Add/Remove agents…
3.
Use the Agent Selection dialog to select agents to include in the view. Click OK.
Add or remove Statistics from view
1.
Right-click in the view to display its shortcut menu.
2.
Choose Add/Remove statistics…
3.
Use the Interval and Queue Statistic Selection dialog to select which time intervals and statistics appear in
the view. Click OK.
Remove a single Agent
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Interaction Supervisor
1.
Right-click the row corresponding to the agent.
2.
Choose Remove > Remove agent row from the shortcut menu.
Remove a single Statistic
1.
Right-click the column corresponding to the statistic.
2.
Choose Remove > Remove statistic from the shortcut menu.
Display Help for a statistic
1.
Right-click the statistic to display the shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Set Alerts
See Manage Alerts.
Workgroup Details view
Workgroup Details view
Summary
A Workgroup Details view displays details about a selected workgroup. It displays the status of individual workgroup
members, including the length of time in status and their logged in state. It shows workgroup statistics, members of
the workgroup directory, and if applicable, interactions in the workgroup queue.
The ability to filter skills is not always visible in this view. Skill filtering is unavailable if:
•
You are connected to an older server that does not support skill filtering.
•
No Statistic Parameter Group has been assigned to the workgroup.
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•
No Skill Categories have been assigned to the Statistic Parameter Group with which the workgroup is
associated.
•
When any of these factors apply, the skills filter section is not visible to maintain backwards compatibility.
Add this view
1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
Select the Agents and Workgroups view category.
6.
Select Workgroup Details from the list of views. Click OK. Select one workgroup, if necessary after typing in
the text box to filter by name.
7.
Click Finish.
Change the layout of this view
The Layout drop list (top right) changes the orientation of controls in the view. The layout options are Classic View,
Interactions queue at the top, Interactions queue at the bottom, and 3 column view.
Classic view
Interactions queue at the top
The default "Classic View" positions expanders for
statistical categories above a list of workgroup members. When "Interactions queue at the top" is selected, the list of
interactions appears above workgroup statistics and
Note that there are two tabs: the Queue tab shows
objects in the interactions queue, (if the workgroup has a member lists.
queue) with call action controls so that the user can select
a queue object, and then listen, coach the agent, record
the conversation, join a conference, or perform basic
telephony operations. The Members tab lists members in
a queue control.
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Interaction Supervisor
Interactions queue at the bottom
3 column view
When "Interactions queue at the bottom" is selected, the The 3 column view maximizes vertical space by arranging
list of interactions appears below workgroup statistics and lists horizontally adjacent to one another.
member lists.
Shortcut commands in this view
The table below shows shortcut commands available when you right-click each list.
List
Shortcut Command
Description
Workgroup Statistics
Edit alerts…
See Manage Alerts.
Remove > Remove entire
statistic group
Removes an entire category of statistics from the view at
once.
Remove > Remove statistic
Removes a single statistic.
Add/Remove Statistics
See Change statistics in the view.
Help
Displays description of the statistic in the Statistic Help
dialog.
Edit alerts…
See Manage Alerts.
Workgroup Members
Manage Workgroup activations Opens the Manage Workgroup Activations dialog, used
to activate or deactivate workgroup agents.
Manage User activations
Opens the Manage User activations dialog, used to
activate a single agent on multiple workgroups.
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Workgroup Interactions
Logout [user]
If your IC administrator has granted you the right, you
can log off another user. For more information, see
Force User Logouts.
Formatting Options
Opens the Workgroup Directory Options dialog, used to
format rows for a list of members in a workgroup
directory.
Properties
Opens properties of the selected user in the Directory
Properties dialog.
Change Status for
If your CIC administrator has granted you the right, you
can set another user's status. Opens the Change User
Status dialog.
Pick Up
Answers the current interaction, or takes the interaction
off hold.
Disconnect
Disconnects the selected interactions. You can select
multiple calls to disconnect at once.
Transfer
Transfers the interaction to another user.
Join
Adds the Supervisor user to a call on any user or station
queue that the manager has permission to monitor.
Both the agent and the customer can hear the
manager's side of the conversation. When the Join
feature is used, Interaction Supervisor creates a
conference call between the agent, the connected party,
and the Supervisor user.
Listen
Listens in on a call. For example, you can listen to a
caller leaving a voice mail message, to a conversation
between two parties, or to a conference call. The parties
being listened to may not be aware that someone is
listening to the call.
Interactive Intelligence, Inc. disclaims any responsibility
for end-user or licensee to comply with federal or state
law restrictions regarding Record or Listen capabilities of
CIC software. The licensee hereby warrants and
represents that the end-user or licensee will use the
product in compliance with any federal or state law.
Coach
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Adds yourself to an agent's call on any user or station
queue you have permission to monitor. This enables you
to provide advice to the agent without the customer
knowing that you are assisting on the call. The agent can
Interaction Supervisor
hear your side of the conversation, but the customer
cannot.
This feature is especially helpful to supervisors who are
training new agents, monitoring employee customer
service performance, or simply providing assistance with
a customer call.
If the agent presses the Mute button while you are
coaching the agent, the customer no longer hears the
agent but the agent can continue to converse with you.
The Mute button does not affect the audio between the
agent and the coach.
You must have permission to use the Coach feature and
you must have permission to monitor queues. If you
have questions about your rights and permissions, see
your Interaction Center administrator.
The Coach option is disabled if the call is not in a state
in which this action can be performed.
Record
Records the currently selected call. This recording is
saved as a .wav file. Selecting Record the first time starts
the recording session for a call. Selecting Record again
stops the recording session for a call.
If you select Record more than once to stop or continue
recording a call, each part of the recorded conversation
is stored in separate .wav files, and sent to you in e-mail
message attachments after you end the call.
The Record option is unavailable if the call is not in a
state in which this action can be performed or if you do
not have rights to record calls. Contact your CIC
administrator if you need security rights to use this
feature.
Interactive Intelligence, Inc. disclaims any responsibility
for end-user or licensee to comply with federal or state
law restrictions regarding Record or Listen capabilities of
CIC software. The licensee hereby warrants and
represents that the end-user or licensee will use the
product in compliance with any federal or state law.
Pause
Pauses recording. Select Pause again to resume
recording.
Private
Prevents other users from recording or listening to a
conversation. Use of the Private feature may be subject
to your company's policies and should only be used in
accordance with those policies. CIC handler
customization can be used to track the use of the
Private feature to ensure compliance with such policies.
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Properties
Opens properties of the selected user in the Directory
Properties dialog.
Copy value of
Copies the value of the selected row at the intersection
of the selected column, to the clipboard.
Copy Interaction
Copies details to the clipboard. Example:
Name: "From:Cblade2"
Duration: "00:01:57"
State: "ACD - Assigned: user2673"
Queue: "WG14"
Line: "DataVlan"
User: "Thompson, Kenith"
Station: "Station32673"
Agent Keywords
Displays list of keywords in the Agent Score queue
column. See Interaction Analyzer Columns in Queue
Controls.
Customer Keywords
Displays list of keywords in the Customer Score queue
column. See Interaction Analyzer Columns in Queue
Controls.
Change statistics in this view
1.
Right-click in the view to display the shortcut menu.
2.
Choose Add/Remove statistics…
3.
Use the Workgroup Statistics dialog to select which time intervals and statistics appear in the view. Click OK.
Select cumulative vs. Partial Sum histogram for Service Level or Abandon Rate statistics
Click Options on the right side of the expander to select histogram type.
Think of cumulative distribution as an accumulative bucket for the workgroup, interaction type, and time interval
including current period, current shift, and so on. An accumulative bucket means that each bucket includes the count
for all of the preceding buckets. In a partial sum distribution, each bucket count is exclusive of any other bucket.
•
Cumulative alters the reporting interval to summarize interactions in the first n seconds. For example:
0-10 seconds - Interactions abandoned/serviced in the first 10 seconds.
0-20 seconds - Interactions abandoned/serviced in the first 20 seconds.
0-30 seconds - Interactions abandoned/serviced in the first 30 seconds.
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Interaction Supervisor
0-40 seconds - Interactions abandoned/serviced in the first 40 seconds.
Etc.
•
Partial Sum summarizes interactions abandoned or serviced in particular intervals. For example:
0-10 seconds - Interactions abandoned/serviced in the first 10 seconds.
10-20 seconds - Interactions abandoned/serviced between 10 and 20 seconds.
20-30 seconds - Interactions abandoned/serviced between 20 and 30 seconds.
30-40 seconds - Interactions abandoned/serviced between 30 and 40 seconds.
Etc.
Display Help for a statistic
1.
Right-click the statistic to display the shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Set Alerts
See Manage Alerts.
Manage Workgroup Activations
The Manage Workgroup Activations dialog activates or deactivates workgroup agents.
To activate or deactivate agents in a workgroup:
Right click any user name in the Members list of a Workgroup Details view. Then select Manage Workgroup
Activations from the shortcut menu that appears. This opens the Manage Workgroup Activations dialog:
Manage Workgroup Activations dialog.
2.
Select a workgroup from the drop list at the top of the dialog. This populates lists of active and inactive agents.
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3.
To activate agents, select names in the Available agents list. You can Ctrl-click to select multiple entries. Then
click Add. To deactivate an agent, select a name in the Selected Agents list. Then click Remove.
4.
Click Apply to apply changes, leaving the dialog open. Or click OK to apply changes and dismiss the dialog. If
you click Close, the dialog is closed without applying changes.
Manage User Activations
Use the Manage User Activations dialog to activate a single agent on multiple workgroups.
The "Master Administrator" role was previously required in order for a Supervisor user to manage user
activations. Starting with CCIC SU3, users who have the "Activate Others" and "Activate Self" permissions can manage
user activations. In Interaction Administrator, these permissions are located at Access Control > Workgroup Queue >
Advanced Access Details.
To change a user's workgroup activation:
1.
Right click any user name in the Members list of a Workgroup Details view. Then select Manage User
Activations from the shortcut menu that appears. This opens the Manage User Activations dialog:
Manage User Activations dialog.
2.
Optionally filter the list of workgroups by typing all or part of a workgroup name in the Available Workgroups
box. This displays a list of matching workgroups.
To activate the user's participation in a workgroup, select workgroup(s) in the Available workgroups list. You can
Ctrl-click to select multiple entries. Then Click Add. You can optionally click Add All to activate the user on all
available workgroups.
To deactivate a user's workgroup participation, select workgroups(s) in the Selected workgroups list. Then click
Remove or Remove All (to cancel participation in all workgroups).
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Interaction Supervisor
3.
Click Apply to apply changes, leaving the dialog open. Or click OK to apply changes and dismiss the dialog. If
you click Close, the dialog is closed without applying changes.
Force User Logouts
From the Workgroup Details view or the Workgroup Directory view, you can log off another user from all CIC
applications that use a concurrent license (for example, IC Business Manager and Interaction Connect). For example, if
a user left for the day and forgot to log off, a supervisor can log off the user and release the concurrent license. The
logoff occurs even if the user is on an interaction. The user remains logged on to an application that does not use a
concurrent license (for example, Interaction Administrator).
The CIC application displays the following message to notify the user:
Your session has been logged out by the supervisor (Name).
Using User Configuration in Interaction Administrator, your CIC administrator can set the Force User Logout security
right to grant you the ability to log off another user.
Log off another user
1. Right-click a user name in the Members list in the Workgroup Directory view or the Workgroup Details view.
2. Select Logout [user] from the shortcut menu.
Related Topics
Workgroup Details view
Workgroup Directory view
Workgroup Directory view
Summary
A Workgroup Directory view displays the status of individual workgroup members, including the length of time in
status and their logged in state. You can filter for specific values by typing in text boxes above each column.
Add this view
1.
If necessary, start CIC Business Manager and log on.
2.
In CIC Business Manager, select a workspace from the Workspaces menu, or create a new workspace to host
the view.
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3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
In the Categories list, select Agents and Workgroups.
6.
Select Workgroup Directory in the list of views on the right. Click OK.
7.
Select a workgroup. You may need to type a name in the Filter box. When more than 20 workgroups exist in
the system, only the first 20 are shown, and an indicator ( ) informs that more are available. If you select
more than 20 workgroups, an indicator ( ) informs that you need to remove some to continue. Click
Finish.
Columns in this view
You can modify the selection of columns displayed in the view, by right-clicking a column heading to open its
shortcut menu.
Standard columns
The standard columns are Name, First Name, Last Name, Company, Department, Extension,
Skills, Business Phone, Home Phone, and Mobile.
Status columns
Status-related columns in the Status Columns submenu are: Status, Status Notes, Until,
Forward Number, On Phone, Logged In, Time in Status, Status Summary or Activated.
Other columns
The Other Columns submenu adds columns for properties of a member entry, such as
Business Address, Business City, Assistant, Skills, and so on. See also: Directory Properties
dialog.
Edit alerts…
See Manage Alerts.
Manage Workgroup activations
Opens the Manage Workgroup Activations dialog, used to activate or deactivate workgroup agents.
Manage Workgroup memberships
Opens the Manage Workgroup Membership dialog, used to add or remove workgroup agents.
Manage User activations
Opens the Manage User activations dialog, used to activate a single agent on multiple workgroups.
Directory Formatting Options
Opens the Workgroup Directory Options dialog, used to format rows for a list of members in a workgroup directory.
Logout [user]
If your IC administrator has granted you the right, you can log off another user. For more information, see Force User
Logouts.
Properties
Opens properties of the selected user in the Directory Properties dialog.
Change Status for [user]
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Interaction Supervisor
If your CIC administrator has granted you the right, you can set another user's status. Selecting this command opens
the Change User Status dialog.
Display skill set
Displays the entire list of skills for the user, with proficiency and the desire to use metrics. If a user has the same skill
in two different workgroups with different proficiency and desire to use, they will both appear in the user skills dialog
box.
Note: To ensure that you see the most recent skill data for an agent, do either of the following things before you
attempt to view the skill set for an agent:
*In a paged directory, change to a different page or enter a filter.
*In an unpaged directory, recreate the view or select a different workgroup from the Workgroup list.
Then return to the page, workgroup, or filter settings that you originally wanted. When you select the agent the next
time, the most recently updated skill information will appear.
Set Alerts
See Manage Alerts.
Related Topics
Workgroup Directory control
Workgroup Graph view
Summary
A Workgroup Graph view displays rolled-up statistics on selected workgroups presented in a graph.
Add this view
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1.
If necessary, start CIC Business Manager and log on.
2.
In CIC Business Manager, select a workspace from the Workspaces menu, or create a new workspace to host
the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
In the Categories list, select Agents and Workgroups.
6.
Select Workgroup Directory in the list of views on the right. Click OK.
7.
Use the Workgroups Selection dialog to select one or more workgroups. You may need to type a name in
the Filter box. When more than 20 workgroups exist in the system, only the first 20 are shown, and an
indicator ( ) informs that more are available. If you select more than 20 workgroups, an indicator ( )
informs that you need to remove some to continue. Click Next.
8.
Use the Workgroup Statistics Selection dialog to select workgroup statistics to include in the view.
Workgroup statistics summarize ACD interactions, such as the number of agents logged in, and other
particulars that are common to the workgroup as a whole.
9.
Select queue statistics and intervals using the Interval and Queue Statistic Selection dialog. Click Finish.
Customize the Graph
See Chart Control.
Change statistics in this view
1.
Right-click in the view to open its shortcut menu.
2.
Select Add/Remove Statistics…
3.
Use the Workgroup Statistics and Queue Statistics Selection dialog to modify statistic selections. Click OK.
Add or remove Workgroups from this view
1.
Right-click in the view to open its shortcut menu.
2.
Select Add/Remove workgroups…
3.
Use the Workgroups Selection dialog to add or remove groups from the view.
Set Alerts
See Manage Alerts.
Display Help for a statistic
1.
Right-click a statistic in the Legend below the graph to display a shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Workgroup Overview view
Summary
A Workgroup Overview compares activity of multiple workgroups. This view rolls up statistics for selected
workgroups, displaying workgroups selected by the user as rows, and selected workgroup statistics as columns.
Clicking on a column header sorts by that column. Columns can be re-ordered, except for the first column. The column
order that you select will remain the same, even if you add or remove workgroups to this view.
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Interaction Supervisor
Add this view
1.
If necessary, start CIC Business Manager and log on.
2.
In CIC Business Manager, select a workspace from the Workspaces menu, or create a new workspace to host
the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
In the Categories list, select Agents and Workgroups.
6.
Select Workgroup Overview in the list of views on the right. Click OK.
7.
Use the Workgroups Selection dialog to select workgroups to report in the view. You may need to type a
workgroup name in the Filter box. When more than 20 workgroups exist in the system, only the first 20 are
shown, and an indicator ( ) informs that more are available. If you select more than 20 workgroups, an
indicator ( ) informs that you need to remove some to continue. Click Next.
8.
Use the Workgroup Statistics Selection dialog to specify which workgroup statistics appear in the view.
9.
Use the Interval and Queue Statistic Selection dialog to select time intervals and queue statistics.
10. Click Finish.
Change statistics displayed in this view
1.
Right-click in the view to display its shortcut menu.
2.
Choose Add/Remove statistics…
3.
Use the Workgroup Statistics and Queue Statistics dialog to change the selection of statistics. Click OK.
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Change workgroups displayed in this view
1.
Right-click in the view to display its shortcut menu.
2.
Choose Add/Remove workgroups…
3.
Use the Workgroups Selection dialog to select other workgroups to report in the view.
Remove a workgroup
Right-click on the workgroup to display its shortcut menu. Choose Remove > Remove workgroup row.
Remove a statistic (column)
Right-click on a column to display its shortcut menu. Choose Remove > Remove statistic.
Display Help for a statistic
1.
Right-click a statistic in the Legend below the graph to display a shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Set Alerts
See Manage Alerts.
Workgroup Statistics view
Summary
A Workgroup Statistics view displays workgroup statistics for a selected workgroup. If the workgroup has a queue,
the view also displays queue statistics, service level and abandon rate distributions. This view does not show the
queue or members of the directory. If you need to see those, use the Workgroup Details view instead.
The workgroup selection control changes view parameters by switching workgroups. If a server has 20 workgroups or
less, this functions as a drop down selection list, otherwise it is a type-ahead lookup control. Workgroups in the
selection list can have 2 different icons, to indicate whether the workgroup has a queue or not.
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Interaction Supervisor
Selecting a different workgroup stops all statistic watches for the previously selected workgroup, and starts watches
for the new workgroup. If the selected workgroup has no queue, expanders for Queue Statistics, Service Level and
Abandon Rate do not appear. This view always contains an expander for workgroup statistics.
Add this view
1.
If necessary, start CIC Business Manager and log on.
2.
In CIC Business Manager, select a workspace from the Workspaces menu, or create a new workspace to host
the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
In the Categories list, select Agents and Workgroups.
6.
Select Workgroup Statistics in the list of views on the right. Click OK.
7.
Use the Workgroup Statistics dialog to select one workgroup to report in the view. You may need to type a
workgroup name in the Filter box. When more than 20 workgroups exist in the system, only the first 20 are
shown, and an indicator ( ) informs that more are available. If you select more than 20 workgroups, an
indicator ( ) informs that you need to remove some to continue. Click Finish.
Examine a different workgroup
Select another workgroup from the Workgroup drop list.
Change statistics displayed in this view
1.
Right-click in the view to display its shortcut menu.
2.
Choose Add/Remove statistics…
3.
Use the Workgroup Statistics dialog to select which time intervals and statistics appear in the view. Click OK.
Select cumulative vs. Partial Sum histogram for Service Level or Abandon Rate statistics
Click Options on the right side of the expander to select histogram type.
Think of cumulative distribution as an accumulative bucket for the workgroup, interaction type and time interval
(current period, current shift, etc.). An accumulative bucket means that each bucket includes the count for all of the
preceding buckets. In a partial sum distribution, each bucket count is exclusive of any other bucket.
•
Cumulative alters the reporting interval to summarize interactions in the first n seconds. For example:
0-10 seconds
0-20 seconds
0-30 seconds
0-40 seconds
Etc.
•
- Interactions abandoned/serviced in the first 10 seconds.
- Interactions abandoned/serviced in the first 20 seconds.
- Interactions abandoned/serviced in the first 30 seconds.
- Interactions abandoned/serviced in the first 40 seconds.
Partial sum summarizes interactions abandoned or serviced in particular intervals. For example:
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0-10 seconds - Interactions abandoned/serviced in the first 10 seconds.
10-20 seconds - Interactions abandoned/serviced between 10 and 20 seconds.
20-30 seconds - Interactions abandoned/serviced between 20 and 30 seconds.
30-40 seconds - Interactions abandoned/serviced between 30 and 40 seconds.
Etc.
Remove all statistics in a statistic group from the view.
1.
Right-click in the view to display its shortcut menu.
2.
Select Remove > Remove entire statistic group.
Remove a statistic from the view.
1.
Right-click in the view to display its shortcut menu.
2.
Select Remove > Remove statistic.
Display Help for a statistic
1.
Right-click the statistic to display the shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Skills Filtering
The ability to filter skills is not always visible in this view. Skill filtering is unavailable if:
•
You are connected to an older server that does not support skill filtering.
•
No Statistic Parameter Group has been assigned to the workgroup.
•
No Skill Categories have been assigned to the the Statistic Parameter Group with which the workgroup is
associated.
When any of these factors apply, the skills filter section is not visible to maintain backwards compatibility.
Set Alerts
See Manage Alerts.
Interaction Feedback Status category
Interaction Feedback Status category
Summary
Interaction Feedback is an CIC Business Manager module that creates automated, post-call customer satisfaction
surveys that ask your customers discerning questions about your company's products and services.
Icon
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Appearance
Interaction Supervisor
The Interaction Feedback Statistics
view displays real-time statistics for
surveys that customers are in the
process of taking.
Real-time monitoring helps you
understand what your company is
doing well and what immediate
actions might need to be taken to
meet customer expectations.
If this view category does not appear when you add a view, contact your CIC System Administrator. See Licenses,
Security and Access Control Rights.
For Interaction Feedback statistics, "today" is relative to component start time, not server time
When viewing the Feedback statistics page, all statistics pertain to "today", and statistic times are relative to the local
date for the CIC server where the Feedback sub-system is installed. All "last hour" statistics are relative to the last 60
minutes in time and updated continually. For example, if a survey is completed at 2:30 PM, it will register between
2:30 PM and 3:29 PM. Likewise, if a survey is completed at 11:45 PM on Monday, the event will count in "last hour"
statistics between Monday 11:45 PM and Tuesday 12:44 AM.
Related Statistics
Feedback Statistics
Interaction Feedback Statistics view
Summary
The Interaction Feedback Statistics view displays real-time statistics for surveys that customers are in the process of
taking. Real-time monitoring helps you understand what your company is doing well and what immediate actions
might need to be taken to meet customer expectations.
Feedback Statistics are displayed for the last hour (relative to the present time) or for the current day since midnight.
Daily statistics reset at midnight.
Add this view
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1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
Select the Interaction Feedback view category.
6.
Select Interaction Feedback Statistics from the list of views. Click OK. The Interaction Feedback Wizard
appears.
7.
Select a Survey group name.
8.
Click Next.
9.
Select the name of the Survey whose statistics you want to view.
10. Click Finish.
Change statistics in this view
Interaction Feedback statistics inform about a named Interaction Feedback survey or survey group.
1.
Right-click a statistic in the view to open its shortcut menu.
2.
Select Add/Remove Statistics… from the menu. The Interaction Feedback Statistics dialog appears. Use this
dialog to manage which statistics will appear in the view.
To add statistics to the view, select statistics in the list on the left. Then click Add to move them to the list on
the right. Add All selects all items for inclusion.
Use Move Up and Move Down buttons to optionally change the display order of columns in the view.
To exclude statistics from the view, select items in the list on the right. Then click Remove. The Remove All
button excludes all time periods from the view, but at least one must be included.
3.
Click OK when finished.
Display Help for a statistic
1.
Right-click the statistic to display a shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Change Chart options
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Interaction Supervisor
1.
Right-click the chart control to display a shortcut menu.
2.
Select a command from the Legend menu.
Show Legend toggles display of the legend on or off.
Show Values toggles display of statistics values in the legend.
Legend Left displays the legend to the left of the pie chart.
Legend Right displays the legend to the right of the pie chart.
Set Alerts
Using Supervisor alerting mechanism, you can receive immediate notifications when surveys fail to meet a minimum
acceptable score. See Manage Alerts.
Interaction Feedback Wizard
The Interaction Feedback Wizard appears when an Interaction Feedback Statistics view is added. The first page of
the wizard prompts to select a survey group. The second page prompts to select the name of a survey.
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A limited number of entries is shown by default. If you entry you wish to select is not shown, type all or part of a
survey group or survey name in Filter text box at the top of the dialog. This displays only those records that contain a
matching search string.
To complete this dialog:
1.
Select a Survey group name.
2.
Click Next.
3.
Select the name of the Survey whose statistics you want to view.
4.
Click Finish.
Related Topics
Interaction Feedback Statistics view
Interaction Feedback Statistics dialog
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Interaction Supervisor
The Interaction Feedback Statistics dialog appears when users of an Interaction Feedback Statistics view right-click
a statistic to display the shortcut menu, and then select Add/Remove statistics. This dialog modifies the selection of
statistics displayed in the view.
•
The list on the left displays statistics that are not currently included in the view. Click Add or Add All to
move them to the list on the right, which displays statistics selected for inclusion in the view.
•
To exclude a statistic from the view, select it in the list on the right. Then click Remove or Remove All.
•
The Move Up and Move Down buttons manage the display order of statistics in the view.
When you are finished, click OK to dismiss the dialog.
Related Topics
Interaction Feedback Statistics view
Interaction Optimizer category
Interaction Optimizer category
Summary
Interaction Optimizer is a workforce management module in CIC Business Manager which manages shift schedules
that account for multiple interaction types, agent skill sets and the typical peaks and valleys in customer
volume. Interaction Optimizer provides intelligent forecasting, scheduling and real-time adherence information.
Icon
View Details
Appearance
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The Real Time Adherence view
displays schedule adherence
information for agents currently
scheduled by Interaction Optimizer.
It monitors agents’ adherence to
schedule at all times, providing
instant feedback, to help call centers
maintain proactive control over
agent schedules.
To use the Real Time Adherence view, a combination of license and ACL rights must be assigned to you. No security
rights are required to use this view. If this view category does not appear when you add a view, contact your CIC
Administrator. License and ACL requirements are summarized below.
Required Licenses
Interaction Optimizer's view category icon is visible only when the user has been assigned the Optimizer Supervisor
Plug-in license in Interaction Administrator. Your CIC Administrator manages these license assignments for you. The
Display Optimizer Real-Time Adherence Statistics license should also be assigned to agents to allow Supervisor to
monitor their adherence. See Licenses for the procedure used to assign licenses to users.
Required ACL Right
Your CIC Administrator must enable the selection of Scheduling Units in order for you to add the Real Time
Adherence view. In Interaction Administrator, ACL rights are assigned from the Security tab of a configuration record,
after clicking the Access Control button.
Under Application rights, for the "Optimizer Scheduling Units" group, check the View column. This grants view only
access to Interaction Optimizer Scheduling Units.
I3_ATTR_RIGHT_VIEW_SCHEDULING_UNIT_LIST
If access to a scheduling unit is removed from a supervisor user when that person is looking at a Real Time Adherence
view, a message will appear to advise that access rights were modified.
When this message is dismissed, the view will close. This message is also displayed if CIC Business Manager is opened
with an Optimizer view with scheduling unit access removed.
See also Licenses, Security and Access Control Rights.
Related Statistics
Agents Real-Time Adherence Details
Real-time Adherence view
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Interaction Supervisor
Real-time Adherence view
Summary
The Real-time Adherence (RTA) view monitors agents’ adherence to schedule at all times. It provides instant
feedback and helps call centers maintain proactive control over agent schedules.
This view identifies users who are in or out of adherence based on a variety of factors. It allows a call center manager
to track current agent activity and presence, by comparing actual agent activity with the published schedule.
The display combines overview and agent details in one view. The top section of the view (RTA Overview) indicates
how many users are in or out of adherence with the current schedule. This information is also presented in a chart
control. The bottom section of the view (Agent Details) provides details about each individual agent's adherence to
schedule.
Drop lists make it easy to choose a different Scheduling Unit or Workgroup. Selecting a different Adherence status or
Exception type affects Agent Details only.
RTA statistics inform about agents who are currently scheduled. RTA statistics report scheduling unit, workgroup,
status, scheduled activity, actual activity (based on status), adherence status, exception type, and adherence time for
an agent.
Note: If a workgroup is added to or removed from a scheduling unit in Interaction Optimizer, the change will be
reflected immediately in this view.
Add this view
1.
If necessary, start CIC Business Manager and log on.
2.
In CIC Business Manager, select a workspace from the Workspaces menu, or create a new workspace to host
the view.
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3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
In the Categories list, select Interaction Optimizer.
6.
Select Real Time Adherence in the list of views on the right.
7.
Click OK. The Optimizer Scheduling Unit page of the Real-time Adherence wizard appears.
8.
Select the name of a scheduling unit. If many are defined, you can type all or part of the name in the Filter
box. When more than 20 schedules exist in the system, only the first 20 are shown, and an indicator ( )
informs that more agent names are available. Once you click to select a unit, its name appears in the
Scheduling Unit box. This helps verify your selection.
9.
Click Next to Proceed. The Workgroup selection page appears.
10. Click to select a workgroup by name. Optionally use the Filter box to locate specific workgroups by typing
all or part of a workgroup name. Once you make a selection, the workgroup name appears in the Workgroup
box. This helps verify your selection.
Note that Adherence Status is set to Out of Adherence by default, and that Exception Type is <**All**> by
default. These are the most frequently used selections. To accept them, click Finish now to display the view.
Otherwise click Next. The Adherence Status page appears.
11. Select a status from the list of available statuses. Then click Next. The Exception Type page appears, listing all
possible exception conditions. Select a condition, or <**All**> to select all conditions. Click Finish.
Change statistics in this view
1.
Right-click any statistic to open a shortcut menu.
2.
Choose Select Statistics… from the menu. The Interaction Optimizer Statistic Selection dialog appears. Use
this dialog to select which statistics appear in the view.
3.
The list on the left contains items that are not currently included in the view. The list on the right contains
items selected for inclusion in the view.
Select statistics in the list on the left. Then click Add to move them to the other list. Add All selects all items
for inclusion.
Use Move Up and Move Down buttons to optionally change the display order of columns in the view.
To exclude statistics from the view, select items in the list on the right. Then click Remove. The Remove All
button excludes all statistics from the view, but at least one must be included.
4.
Click OK when finished.
Customize the Chart
The chart can be customized by:
•
40
Right-clicking the chart control and selecting a new chart type (Pie, Column, or Bar).
Interaction Supervisor
•
Right-clicking the chart control and selecting a new position for the legend relative to the chart. Show
Legend toggles the legend itself on or off. Show values toggles display of current values next to each
statistic in the legend.
Remove category
To remove a category column from the Agent Details section of the view, right click a column and select Remove
Category from the shortcut menu.
Add category
To add a category column to the Agent Details section of the view, right click a column and select Add Category
from the shortcut menu. This opens the Interaction Optimizer Statistic Selection dialog, so that you can choose
categories to appear in the view.
Display Help for a statistic
1.
Right-click the statistic to display the shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Set Alerts
See Manage Alerts.
Real-time Adherence Wizard
The Real-time Adherence wizard appears a Real-time Adherence view is added. Pages in this wizard prompt for
Interaction Optimizer Scheduling Unit, Workgroup, Adherence Status, and Exception Type.
Optimizer Scheduling Unit page
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Use this wizard page to select an Interaction Optimizer Scheduling Unit. A scheduling unit is a collection of
workgroups that are scheduled together.
1.
Select the name of a scheduling unit. If many are defined, you can type all or part of the name in the Filter
box.
2.
When more than 20 schedules exist in the system, only the first 20 are shown, and an indicator ( ) informs
that more agent names are available. Once you click to select a unit, its name appears in the Scheduling Unit
box. This helps verify your selection.
3.
Click Next.
Workgroup selection page
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Interaction Supervisor
Use this wizard page to select a Workgroup.
1.
Select the name of a workgroup. If many are defined, you can type all or part of the name in the Filter box.
2.
When more than 20 schedules exist in the system, only the first 20 are shown, and an indicator ( ) informs
that more agent names are available. Once you click to select a unit, its name appears in the Workgroup box.
This helps verify your selection.
3.
Click Next.
Adherence Status page
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Use this page to select whether to display agents who are in or out of adherence.
1.
Select either In Adherence (with schedules) or Out of Adherence.
2.
Click Next.
Exception Type page
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Interaction Supervisor
Use this page to select exception type to use as selection criteria. Possible values are Unknown, Early, Late,
Unscheduled, Logged Out, or <**All**>. This requires a bit of explanation. An exception occurs whenever an agent's
actual activity does not match their scheduled activity. An agent can have an exception in 1 of 2 ways:
•
Case 1: When the scheduled activity changes but the agent's actual activity doesn't change.
•
Case 2: When the agent's status and actual activity changes but the scheduled activity doesn't change.
In theory, it is possible for both an agent's scheduled and actual activity to change at the same time; but in practice,
that will rarely happen.
Optimizer statistics track the "before" and "after" actual activity. For case 1, the actual activity before and after the
scheduled activity change would be the same. For case 2, the "before" actual activity would be the actual activity
before the status/activity change and the "after" actual activity would be the actual activity after the status/activity
change.
The "before" and "after" actual activities are relevant to the exception type. When an exception occurs, the before
and after actual activities are examined and compared to not only the scheduled activity but also the previous and
next scheduled activities:
•
If the before actual activity is the same as the previous scheduled activity, the exception is Late. The thought
is that the agent is still doing what they were last scheduled to do and are late in changing to the new
scheduled activity.
•
If the after actual activity is the same as the next scheduled activity, the exception is Early. The thought is
that the agent started doing what they are next scheduled to do before they are scheduled to do it.
•
It is possible for both conditions to be true. In that case, the exception would be Late.
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•
If the before actual activity doesn't match the previous scheduled activity and the after actual activity doesn't
match the next scheduled activity, then the exception is Unscheduled.
•
If there is no exception (the scheduled activity and actual activity match), then the exception type is
Unknown.
Related Topics
Real-time Adherence view
Interaction Optimizer Statistics Selection dialog
Use this dialog to change the selection of statistics displayed in the Real Time Adherence view.
1.
Right-click any statistic to open a shortcut menu.
2.
Choose Select Statistics… to display this dialog.
3.
The list on the left contains items that are not currently included in the view. The list on the right contains
items selected for inclusion in the view.
Select statistics in the list on the left. Then click Add to move them to the other list. Add All selects all items
for inclusion.
Use Move Up and Move Down buttons to optionally change the display order of columns in the view.
To exclude statistics from the view, select items in the list on the right. Then click Remove. The Remove All
button excludes all statistics from the view, but at least one must be included.
4.
Click OK when finished.
Interaction Recorder category
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Interaction Supervisor
Interaction Recorder category
If this category does not appear when you add a view, contact your CIC System Administrator. See Licenses, Security
and Access Control.
Icon View
Details
Appearance
Content
Servers
view displa
ys statistics
that help
determine
the state of
configured
Remote
Content
Servers
and
Recorder
Server.
This view
displays
content
servers
statistics.
Content Servers view
This view displays content servers statistics that help determine the state of configured Remote Content Servers and
Recorder Server.
Add this view
1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
Select the Interaction Recorder view category.
6.
Select Content Servers from the list of views. Click OK. This view does not require parameters to be set.
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Change statistics in this view
1.
Right-click in the view to open its shortcut menu.
2.
Select Add/Remove Statistics…
3.
Use the Content Server statistics dialog to change columns displayed in the view.
4.
Click OK.
Display Help for a statistic
1.
Right-click the statistic to display the shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Set Alerts
See manage alerts.
System Status category
System Status category
Summary
System Status views monitor the health and performance of CIC servers. If this category does not appear when you
add a view, contact your CIC System Administrator. See Licenses, Security and Access Control Rights for details.
Icon
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View Details
Appearance
Interaction Supervisor
Call Activity
The Call Activity view shows all
activity in line or station queues.
License statistics
Shows how many licenses an CIC
system has, and how many of those
have been consumed.
Queues
Shows line, station, workgroup and
user queues.
Session Managers
Shows session managers and
sessions.
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System Graph
Shows system statistics in a chart.
System Statistics
Shows system statistics.
Call Activity view
Summary
The Call Activity view displays activity in all line or station queues that the user has ACL rights to see. Disconnected
interactions are immediately removed. Each row in this view displays a configurable set of queue columns.
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Interaction Supervisor
License Requirement
The "System Status Supervisor Plug-in" license is required, since the Call Activity view is part of the System Statistics
module. If that license is revoked or never assigned, all views in the System Status category are unavailable.
Add this view
1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
Select the System Status view category.
6.
Select Call Activity from the list of views. Click OK. This view does not require parameters to be set.
7.
Select Line Queues or Station Queues from the Queue Type box.
Display Line or Station activity
Select Line Queues or Station Queues from the Queue Type box. For either case, the view displays all lines or
stations activity for which the user has ACL rights.
Call Action Control
Buttons in Call Action Control toolbar perform telephony actions on selections in the currently displayed queue. If
an action cannot be performed, its button appears shaded. See Call Action Control for details.
Sort columns
To change the sort order, click on a column heading to sort by that column. The last two previously sorted columns
are used as sub sorts. Sorting is available on all displayed queue columns. Clicking on the header will select the
queue column to sort and additional click on the same queue column header will toggle between ascending and
descending order. Once the user selects a sort order, the interactions are sorted once every second in the requested
order. It is therefore possible that an interaction appears in the wrong order for a maximum of 1 second before being
sorted back in its proper place. This one second delay is built into all queues displayed by supervisor to handle
thousands of interactions displayed.
Resize column width
To resize a column, drag the edge of a column heading left or right to narrow or widen the column.
Change columns displayed
To change the selection of queue columns displayed, right-click any column heading. This opens a shortcut
menu that lists frequently-used columns. Checkboxes indicate whether a column is currently displayed in the view.
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At this point, you may optionally select a column to include or exclude from
the view. However, not all columns are listed in the shortcut menu.
To select from all available columns. Click More… The Queue Columns
Selection dialog appears.
Use the dialog to select statistics to display, and their order of appearance in
the Queues view.
Check or uncheck boxes to include or exclude items from the view. You can
also press Show or Hide buttons to include or exclude items.
Optionally use the Move Up and Move Down buttons to modify the display
order of queue columns. The higher a statistic is in the Columns list, the more
leftmost that column will be in the view.
When you are finished, Click OK to apply your new column selections.
Set Alerts
See Manage Alerts.
License statistics view
Summary
The License statistics view shows how many licenses an CIC system has, and how many of those have been
consumed. This allows the supervisor user to see how many licenses are currently in use and be alerted before a
shortage of available licenses occurs.
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Interaction Supervisor
Add this view
1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
Select the System Status view category.
6.
Select License Statistics from the list of views. Click OK. This view does not require parameters to be set.
7.
Select Assigned or Concurrent from the License Type box.
Columns in this view
See Licenses for a list of CIC license and utilization statistics.
Change statistics in this view
1.
Right-click in the view to open its shortcut menu.
2.
Select Add/Remove Statistics…
3.
Use the License Statistics dialog to change columns displayed in the view.
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The License Statistics dialog.
4.
Click OK.
To remove a single column from the view: right-click a column, then select Remove Statistic from the shortcut
menu.
Display Help for a statistic
1.
Right-click the statistic to display the shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Set Alerts
See Manage Alerts.
Queues view
Summary
A queue is collection of interactions related to a user, station or workgroup. The Queues view allows a supervisor or
manager to examine activity in line, station, user and workgroup queues. Interactions can be picked up,
disconnected, placed on hold, joined, listened to, coached, recorded, or tagged as private. From this view, Agents can
be given assistance with interactions in the different queues.
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Interaction Supervisor
The main sections of this view are the Queue Selection Bar, Information display section with its list of objects
belonging to the selected queue type, and Call Action Control.
Add this view
1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
Select the System Status view category.
6.
Select Queues from the list of views. Click OK.
Queue Selection Bar
The Queue Selection Bar at the top of the view selects the type of queue and type of queue object to display.
Queue Type drop list
Use the Queue Type drop list to select interactions associated with a line, station, user, or workgroup queue.
Interactions from that queue will appear in the Information display section of the view, along with interaction counts
for each queue. The figure below shows examples of each queue type.
If line, station, user, or workgroup queues are added, removed, or renamed while you are using Interaction Supervisor
to view them, the Queues view must be closed and reopened to display the modifications.
Interaction Type drop list
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The Interaction Type drop list filters the list of interactions to display a single type of queue objects, or objects of all
interaction types.
All Types
Display queue objects of all types in the Information display section.
Call
Display only telephone calls currently in the selected queue.
Callback
Display only callback interactions that are currently in the selected queue. Callback interactions
occur when agents call a customer in accordance with a callback request.
Chat
Display only chat interactions that are currently in the selected queue. Chat interactions allow
users to interact by sending and receiving text, files, or URLs.
Email
Display only email interactions that are currently in the selected queue.
Instant Question Display only instant question interactions that are currently in the selected queue. Instant
Questions are an Interaction Web Tools interaction type that lets a Web site visitor open a
single round-trip question and answer session with an agent.
Generic
Display only generic interaction objects that are currently in the selected queue.
Web
Display only web interactions that are currently in the selected queue.
Workflow Item
Display only workflow items that are currently in the selected queue.
Information display section
The Information Display section of the view has three panes:
1.
The list control in the left pane displays the objects corresponding to the Queue Type combo box selection. For
example, if you select Station Queues from the Queue Type drop list, a list of station queues will appear.
2.
The right pane lists interactions currently in that queue.
3.
Once you select an interaction, you can press Interaction buttons in the bottom pane to pick up, join, listen to,
record, and perform other actions that you have been assigned rights to perform.
Call Action Control
Buttons in Call Action Control toolbar perform telephony actions on selections in the currently displayed queue. If
an action cannot be performed, its button appears shaded. See Call Action Control for details.
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Interaction Supervisor
Sort columns
To change the sort order, click on a column heading to sort by that column. The last two previously sorted columns
are used as sub sorts.
Resize column width
To resize a column, drag the edge of a column heading left or right to narrow or widen the column.
Change the columns displayed
To modify columns in the Queues view, right-click any column heading. This opens a shortcut menu that lists
frequently-used columns. Checkboxes indicate whether a column is currently displayed in the view.
At this point, you may optionally select a column to include or exclude from
the view. However, not all columns are listed in the shortcut menu.
To select from all available columns. Click More… The Queue Columns
Selection dialog appears.
Use the dialog to select statistics to display, and their order of appearance in
the Queues view.
Check or uncheck boxes to include or exclude items from the view. You can
also press Show or Hide buttons to include or exclude items.
Optionally use the Move Up and Move Down buttons to modify the display
order of queue columns. The higher a statistic is in the Columns list, the more
leftmost that column will be in the view.
When you are finished, Click OK to apply your new column selections.
Set Alerts
See Manage Alerts.
Session Managers view
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Summary
The Session Managers view displays statistics collected by CIC session managers. Each session manager is a serverside subsystem that handles CIC work for a client application. Client apps do not use CIC components
directly. Instead they connect via a Thin Bridge to a session manager that offloads the actual CIC work. Session
managers cache data and provide other optimizations for thin clients. Generally speaking, session managers maintain
the state and operation of CIC client applications.
Application products such as Interaction Client connect to the Interaction Center by way of server-side session
managers. As the name implies, a session manager keeps track of all client-side sessions and is responsible for
authentication, encryption, and other services. In particular, Session Manager allows for extremely low bandwidth
utilization between client applications and the IC server.
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Interaction Supervisor
For example, the CIC clients and Session Manager work together in a variety of ways to keep network usage low. For
example, the first time a user runs a CIC client; it downloads all the directory entries (people, phone numbers, etc.)
configured for that user and creates an encrypted local cache. Thereafter, only updates are downloaded. Similarly,
Session Manager transmits real time presence information to the CIC client so it can display the current status of users
in the directory pages. The Session Manager architecture allows users to run CIC client even over extremely slow
dialup connections.
Ordinarily, a single instance of Session Manager runs on the main Interaction Center Platform server (e.g. the one
running CIC). Such a configuration is generally suitable for up to one thousand or so concurrent connections of the
CIC clients. In larger environments, Session Manager can be placed on its own server for extreme scalability and
reliability.
Add this view
1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
Select the System Status view category.
6.
Select Session Managers from the list of views. Click OK. This view does not require parameters to be set.
Details of this view
Since the Session Managers view displays status statistics collected by Session Managers, totals are provided for
each Session Manager instance. Counts are maintained for each application connected to a session manager. The
names of products (client applications) vary depending upon the method used to connect and other factors.
The view displays servers, session manager IDs, and products hierarchically. To use this
view, expand the server, session manager, and product you want to examine.
Products expand to display a list of current users. This makes it possible to see who is
using the CIC clients or CIC Business Manager, for example, at any point in time.
To display user sessions under a product, click the down arrow on the right side of the
session count control. A pop-up window will appear to display the current sessions.
The Session count window is displayed until you click outside of it or change the focus to another window. To sort
columns, click on column headers. An up or down arrow in the header indicates the ascending or descending order of
the sort.
Session Count Column Description
Session ID
Unique session ID.
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User ID
CIC user account.
User name
Windows login name.
Icelib version
Version of the user IceLib library.
User extension
Phone number extension of the user.
Login time
Time the user was logged in, express as yyyymmddhhmmss.
Client ID
CIC client ID used.
Station ID
CIC station ID.
Phone number
Identifies type of CIC phone number registered to the station ID.
Session Count context menu
Right-clicking a row in the session count displays a context menu. Menu options include:
Copy line to clipboard
Copies the current row to the clipboard.
Copy every line to clipboard
Copies all rows to the clipboard.
Second sort column
Permits the user to select a secondary sort column and a secondary sort direction.
Set Alerts
See Manage Alerts.
System Graph view
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Interaction Supervisor
Summary
System Graph views present the relation between different system statistics selected by the user for comparison.
When a System Graph view is added, the System Statistics Selection dialog is presented, so that the user can pick and
choose statistics from any of the available statistical categories.
Users are not required to select compatible statistics. For instance, a user can compare values displayed in gigabytes
to values displayed as time and percentage. For this reason, graph views are most useful for comparing similar
statistics of the same data type, or for watching real-time values of different data types.
Add this view
1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
Select the System Status view category.
6.
Select System Graph from the list of views. Click OK. The System Statistics Selection dialog appears.
7.
Choose statistics from any of the available statistical categories by:
8.
a.
Select a category in the leftmost list.
b.
Select items in the middle list. Then click Add. If you are not sure which statistics to select, briefly
rest the mouse pointer over a statistic to display its description.
c.
Repeat steps a-c to add statistics from a different category.
8. When you are finished, click OK to apply selections to the view.
Change statistics in this view
1.
Right-click in the view to open its shortcut menu.
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2.
Select Add/Remove Statistics…
3.
Use the System Statistics Selection dialog to modify which statistics are graphed.
Customize the Graph
See Chart Control.
Set Alerts
See Manage Alerts.
Display Help for a statistic
1.
Right-click a statistic in the Legend below the graph to display a shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
System Statistics view
Summary
The System Statistics view reports activity in CIC subsystems and queues. System administrators use this view to
monitor the health of an CIC server. Call Center administrators us it to monitor high-level accumulators of call center
activity—calls, recordings, emails, and other interactions ranging from speech recognition to Fax transmissions.
This view uses expander controls to group statistics by category. To view statistics, click the label of an expander
control. Clicking a second time collapses the region to conserve screen space. The statistical categories displayed in
this view are summarized in the table below.
Add this view
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1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
Interaction Supervisor
5.
Select the System Status view category.
6.
Select System Statistics from the list of views. Click OK. This view does not require any parameters.
Statistical Categories in this view
Expanders grouped various metrics using the statistical categories in the table below.
Statistical Category
Type of information in Statistical Category
Client Services Resources
Number of resources that Client Services has available.
Email
Electronic mail routing activity in CIC.
Fax
Faxing operations in the CIC system.
Interaction Statistics
Current number of interactions by object type on the CIC system, and the currently
longest interaction.
IC Memory Usage
Amount of memory that CIC subsystems are consuming.
IC Performance
Current health of the system in performance terms.
PMQ
Summary of activity in persistent message queues.
Recording
Activity in the voice recording sub-system.
Speech Recognition
Activity in the speech recognition subsystem.
IC System Status
General status of CIC, in terms of number of executing handlers, threads, errors,
available text-to-speech sessions, and switchover events.
Tracker Server
Activity in the Tracker subsystem over the last 10 minute period.
Transaction Server
Activity in the Transaction Server subsystem over the last 10 minute period.
Change statistics in this view
1.
Right-click in the view to open its shortcut menu.
2.
Select Add/Remove Statistics…
3.
Use the System Statistics Selection dialog to modify which statistics are graphed.
Display Help for a statistic
1.
Right-click the statistic to display the shortcut menu.
2.
Select Help. The description of the statistic appears in the Statistic Help dialog.
Set Alerts
See Manage Alerts.
Interaction Tracker category
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Interaction Tracker category
Summary
Interaction Tracker is an installed feature in Interaction Client® .NET Edition and the Interaction Desktop, used to
add, search and identify information about a customer. Information includes the customer’s organization, department,
and location. When a call comes arrives in the CIC client, a Reverse White Pages (RWP) lookup is automatically
performed against the incoming Caller ID. If one or more matches are found, the call is then resolved to one unique
Interaction Tracker contact.
The Interaction Details view provides the ability to search for an interaction and examine its details in CIC Business
Manager. This view makes it possible to see everything that happened during the lifetime of an interaction, without
having to run a report. Users can drill-down into an interaction to examine its data, to view details about a specific call
segment, or to examine all parties involved.
Icon
View Details
Appearance
Interaction Details
Provides ability to search for an
interaction and examine its details.
Query for interactions that are no
longer in queue. Then drill down to
display everything known about the
interaction.
Search features in this view query for interactions that are no longer in queue by: Interaction ID, Media Type,
Date/Time, Direction, Last User, Last Workgroup, DNIS, Remote Number, or Remote Address. Once you have a query
result, you can view details about an interaction, the segments within the interaction, and a brief overview of
workgroups, local parties, and conference parties involved.
Required Access Right
The Tracker category icon is visible only when the user has been assigned the View Interaction Details security right
in Interaction Administrator. Your CIC Administrator manages these rights to you.
64
1.
In Interaction Administrator, select the Users container.
2.
Open configuration entry for a user.
3.
Select the Security tab.
4.
Click the Security Rights button.
5.
Select User from the Category drop list.
6.
Scroll down to the User Rights section.
7.
Check the Has Right box for View Interaction Details.
8.
Click Close to dismiss the Security Rights dialog.
Interaction Supervisor
9.
Click OK to dismiss the User Configuration dialog.
Data that the user can view
The Interaction Details view queries the site that the CIC Business Manager user is logged in to. That is also the site
where the user's permission to view the Interaction is configured. Users can view all interactions relating to that site,
so long as they are logged into CIC Business Manager and have the View Interaction Details security right.
If the user is allowed to log on across multiple sites in a multisite environment, and the View Interaction Details right is
assigned on all sites, the user can view an interaction on each site he is logged in.
Interaction Details view
Summary
This topic explains how to use the Interaction Details view to search for an interaction and examine its details. You
can search by Interaction ID, which is a number that uniquely identifies an object of any media type, such as a
telephone call, fax, callback, chat, etc.
You can also locate records using Search Criteria. Simple search criteria find matches for a specific time zone, media
type, and date/time range. For example, you can pull up a list of callbacks placed in the Indiana East time zone that
occurred yesterday between 4:30 and 5:00 PM.
Clicking the Advanced expander control reveals additional search parameters. You can look for durations longer than
or shorter than a specified range, last workgroup the object was on, last user interaction, call direction, and even the
address of the remote user. These options are discussed later in this topic.
The
Interaction
Details view
uses a
master/det
ail format,
implement
ed in two
screens:
When you
add this
view, its
master
page
appears,
offering
search
options
and a grid
for
displaying
search
results.
Tabs at the
top of the
master
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page allow
searching
by criteria
or
Interaction
ID.
You can
control the
number of
records
returned by
selecting a
maximum
number in
the
Maximum
Rows box.
The grid
can display
up to 1000
records at
one time.
Your query
may not
return that
many,
however.
Clicking on
a column
heading
sorts the
list of
results by
that
column.
To execute
a query,
specify
search
parameters
or an
Interaction
ID. Then
click the
Search
button.
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Interaction Supervisor
To display
everything
known
about a
particular
interaction,
doubleclick a row
in the
search
results.
This opens
the
Interaction
Details
dialog,
which
offers a
simple way
to drilldown and
examine
data. By
clicking
items in the
tree
control, you
can view
specific
interaction
details,
ranging
from details
of the
entire
interaction,
to details
about
specific
segments
or parties
involved.
A colorcoded
timeline at
the top of
the dialog
provides
“at a
glance”
information
, such as
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the media
type (call,
e-mail, fax,
etc.),
whether
the call was
recorded or
surveyed,
and counts
for the
number of
times the
interaction
was in IVR,
in queue,
held, or
transferred.
These
details can
be printed.
This makes
it easy to
analyze
everything
that
happened
during the
lifetime of
an
interaction,
without
having to
run a
report.
Add this view
1.
Logon to CIC Business Manager if you have not done so already.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product. Licensing and station rights determine the availability of selections.
4.
Select Categories from the Group By drop list.
5.
Select the Interaction Tracker view category.
6.
Select Interaction Details from the list of views. Click OK.
Master Page (Query options and search results)
Let's examine the master page in detail. When you add the view, this screen allows you to query and view results. You
can Search by Interaction ID or use Search Criteria. Once you have a query result, you can drill down into an
interaction's data.
To search by Interaction ID
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Interaction Supervisor
1.
Click the By Interaction ID tab.
2.
Type an Interaction ID in the text box.
3.
Click Search. The search result will appear in the grid. Double-click a row to view details of the Interaction.
See Details Page below.
To use Search Criteria
1.
Click the By Search Criteria tab.
2.
Set any combination of search criteria:
Search Criterion
Description
Timezone
Selects time zone of interactions to find. The "From" and "To" search fields use time zone
when selecting records. For example, you might select Mountain Time if a customer in
Denver called at 5 pm (his time), and you are in a different time zone.
Media Type
Filters to retrieve interactions of a particular media type. The default is "Any", but you can
limit the search to telephone calls, callbacks, chats, emails, fax, generic interactions, SMS
(Simple Message Service) messages, workflow objects, and interactions where the media
type could not be determined (Unknown).
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From/To
Use From and To time selection controls to query for interactions that occurred between
specific dates and times of day. To set a date, click the calendar icon. Then choose a day of
the month.
To set a time, click the clock icon. Then set the time of
day by choosing the hour, minute, second, and
AM/PM designator.
Line Duration
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Longer Than/Shorter
Than
Duration controls scope the search to an amount of time that the interaction consumed
from start to finish. For example, you might query for calls longer than 30 minutes, or
shorter than 1 minute. Duration is set in days, hours, minutes, and seconds. You can type
values in each segment of the input field, or select a portion and use up and down arrows to
increment or decrement values.
Last Workgroup
Selects only interactions that were most recently on a specified workgroup queue.
Last CIC User
Selects only interactions that were most recently processed by a specific user.
Direction
Scopes the search to call direction (Inbound, Outbound, Intercom, Unknown, or Any).
"Unknown" selects only those interactions whose call direction could not be determined.
DNIS
Scopes the search to the telephone number dialed. Wildcard text can be specified in this
field using % as the wildcard character.
Remote Address
Scopes the search to the address of the remote party in a phone call or chat. This can be the
telephone number or IP address. Wildcard text can be specified in this field using % as the
wildcard character.
3.
Optionally limit the number of rows returned by selecting from the Maximum Rows list box.
4.
Click Search. Query results will appear in the grid below search options.
Interaction Supervisor
Details Page
Once you have a query result, you can drill down into an interaction's data. To do this, double-click any row of data
returned by a search. See Interaction Details dialog.
Interaction Details dialog
Interaction Details dialog
Summary
The Interaction Details dialog appears when a search result is double-clicked in an Interaction Details view. This
dialog summarizes what happened during the lifetime of the interaction. This dialog is sometimes called the
Interaction Detail Viewer.
User Interface Elements
Header
The header at the top of the page displays general details such as direction, the date and time when the interaction
occurred, and the name of the remote party. Icons in the head provide “at a glance” information, such as the media
type (call, e-mail, fax, etc.), whether the call was recorded or surveyed, and counts for the number of times the
interaction was in IVR, in queue, held, or transferred.
The Media Type indicator displays a graphic for each media type:
Call interaction
Email interaction
Blind Transfer
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Callback interaction
Instant Question interaction
Web interaction
Chat interaction
Generic interaction, SMS
interaction, or Fax
interaction
Workflow interaction
The Recording indicator includes a drop-down list control that enables you to playback stored recordings of this
interaction in the Recorded Media Viewer. Recordings include the following media types: phone calls, e-mail
messages, chats, and screen recordings. For more information about interaction recordings and playback, see the
Interaction Recorder Client help in the CIC Documentation Library.
Tree control
The tree control makes it possible to drill-down and examine data. When you select nodes in the tree control, the
dialog displays different details, ranging from details of the entire interaction, to details about specific segments or
parties involved. When a node in the tree is selected, the timeline displays the duration in seconds that corresponds
to the selected segment.
The top-level Interaction node summarizes the entire interaction. It has three child nodes:
•
The Segments node displays each segment of the Interaction in top-down chronological order. Segments
identify each processing passage of the interaction.
•
The Local Parties node lists names of local parties who participated in the interaction, sorted alphabetically.
•
The Workgroups node identifies each workgroup that the Interaction passed through, where applicable.
Print button
Generates hardcopy of interaction details.
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Interaction Supervisor
I3_ATTR_RIGHT_VIEW_HISTORICAL_REPORTS
Close button
Dismisses the Interaction Details dialog.
Interaction node
The table below summarizes data items displayed when the Interaction node is selected.
Data Item
Description
Interaction ID
The number assigned by CIC that uniquely identifies this Interaction.
Type
The interaction type: call, callback, chat, email, fax, generic interaction, Instant Question, SMS
message, web collaboration, workflow object, or unknown interaction type.
Duration
The total duration of the interaction.
Time
The date and time of the interaction.
Disposition
The general outcome of the interaction. See How interactions are dispositioned using
segment detail data.
Direction
The call direction: Inbound, Outbound, Intercom, or Unknown if call direction could not be
determined.
Remote Address
The address of the remote party in a phone call or chat. This is a telephone number or IP
address.
DNIS
Telephone number dialed.
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Recorded
Yes or No, to indicate whether this interaction was recorded.
Surveyed
Yes or No, to indicate whether an Interaction Feedback survey was conducted.
Remote Party
Name of the remote party, if it can be determined.
Local Parties
Name(s) of local participants in the interaction.
Call Log Expander
Displays entries written to the call log during the lifetime of the interaction.
Advanced
This expander displays details from Interaction Tracker, intended for system integrators and
developers who use the IceLib API. This raw data should be ignored by Supervisor users. For
more information about this view of the entire Interaction Summary table, refer to Interaction
Summary table in Appendix E of the CIC Data Dictionary. For your convenience, portions of
this appendix were reproduced in this document. See InteractionSummary table.
Segments node
The Segments node displays each segment of the Interaction in top-down chronological order. Segments identify
each processing passage of the interaction. The possible segments are:
Segment Name
Description
System
Used whenever the interaction is in system state, this segment indicates that the interaction is
interacting with CIC (for example, interacting with IVR). In some cases this is a transient event
of the interaction as well. This segment represents the duration of the event.
Queue
Used whenever the interaction is added to the Workgroup queue, this segment represents the
duration that the interaction waited in the workgroup queue.
Alert
Used whenever the interaction is alerting a CIC user or CIC station. This represents the
duration—how long the interaction is alerting the CIC user or CIC station.
Hold
Used whenever the interaction state changes to Hold. This represents the duration of the
interaction in a Hold state.
Connect
Used when there is a two connected participants in the interaction. This represents how long
the interaction is in Connected state. The participants can be CIC users, CIC stations or remote
persons.
ACW
Used when After Call Work (ACW) is done by the Agent who handled an ACD-routed
interaction. This represents the duration—how long the agent is in follow up state after the
ACD interaction. This pertains to the very first follow up work handled by the ACD Agent. If the
agent follows up multiple times after the ACD interaction, the other follow up intervals are not
included. Also note that this is not an interaction state. It merely ties the initial Follow Up work
completed by the agent for his last ACD interaction
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Interaction Supervisor
Messaging
Used whenever the interaction is in Messaging/Voicemail state. This represents the duration
(how long the interaction is in messaging state). Messaging can happen before or after the
interaction is connected the CIC user or CIC station.
IVR
This represents how long the interaction is in an IVR application. By default this measurement
is not captured. Handler customization is required to capture IVR duration. The CIC
administrator or a handler developer must modify the IVR application to indicate when the
interaction is entering the IVR.
Dialing
Represents how long the telephone call is in dialing/proceeding state. This segment is only
applicable to external/outbound telephone calls.
External Transfer
Represents how long two remote parties communicated using CIC system. This happens when
an inbound interaction is transferred to the remote person.
Conference
Represents how long a participant (CIC user or external User) participated in a conference. This
is only applicable for telephone calls.
Consult
Not currently used, but may be added in a future release, to indicate a consulting telephone
call between the two entities in the system. One entity will be Agent and another one is an
Agent or remote person (non-IC user).
Suspend
Not currently used.
Unknown
Used when the system fails to group any segment of the interaction.
When the Segments node is selected, it displays the total number of segments associated with the interaction, and
duration information. When an individual segment is selected, the following information is displayed:
Data Item
Description
Segment Name
Name of the segment.
Server Time
The time of the interaction in the time zone of the server you’re connected to in CIC Business
Manager.
Duration
Duration of the segment in HH:MM:SS format.
Local Parties
List of all local parties involved in this segment.
Workgroup
Workgroup involved in this segment.
End Code
A code that indicates how this segment ended, leading to an understanding of how it
transitioned to the next segment type.
Wrap-up
Wrap-up code (if any) set by the agent, shown on Connect segments only.
Advanced
This expander displays details from Interaction Tracker, intended for system integrators and
developers who use the IceLib API. This raw data should be ignored by Supervisor users. For
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more information about this view of the entire Interaction Summary table, refer to the CIC
Data Dictionary / InteractionSummary table.
Local Parties node
The "Local Parties" node lists names of local parties who participated in the interaction, sorted alphabetically. When
the node for a participant is selected, information about that participant is displayed:
Data Item
Description
Participant Name
Name of the local party.
Total Duration
Total amount of time this participant was involved in the interaction.
Segment Count
Number of segments this participant was involved in.
Segments
Names of segments this party participated in.
Workgroups node
The "Workgroups" node identifies each workgroup that the Interaction passed through, where applicable. When the
Workgroups node is selected, it displays the count of workgroups associated with the interaction, and their names.
When an individual workgroup is selected, information about that workgroup is displayed:
Data Item
Description
Name
The name of the workgroup selected in the tree control.
Total Duration
Total amount of time this interaction involved this workgroup queue.
Segment Count
Number of segments associated with this workgroup.
Segments
Names of segments associated with this workgroup for the interaction.
Related Topics
Interaction Details view
Single Party Interaction Example
The Interaction Details dialog groups major segments of data acquired while the interaction was processed in CIC. It
displays information about single party, two-party, multi-part interactions, and transfers.
For example, an abandoned Single Party interaction looks like this:
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Interaction Supervisor
In this single-party example, the interaction was abandoned at the IVR or Workgroup Queue before it connected to
the Agent or an IVR interaction. This interaction corresponds to one record per Interaction ID in the Interaction Details
view.
Two Party Interaction Example
Two Party interactions involve two Interaction IDs, and two separate detail records. Two party interactions can be
intercom, inbound or outbound. Consider an intercom call for example. The CIC user who initiates the record will
have direction set as outbound. The CIC User who answered or received the interaction will have interaction as
outbound. The following image shows the example Intercom interaction:
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Multi-Part Interaction Example
Multi-part interactions involve more than two participants. The most common scenario is a conference call. In a
multiparty interaction, each conference participant is represented by a single summary and detail record.
For example, a conference with three participants might be created as follows:
1.
An external party calls the CIC system.
2.
An agent answers the call.
3.
The agent consults another agent, creating the conference. In this scenario, three records can be displayed by
about the conference.
Here is the master record for such a conference:
Detail records for each party are opened by clicking on rows in the master summary. The first participant is shown
below.
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Interaction Supervisor
First Party:
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Second Party:
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Interaction Supervisor
Third Party:
Transferred Interaction Example
The system also stores interaction details for Call Transfers. Local and remote transfers can be examined in the
Interaction Details dialog.
Local Transfer
A Local Transfer indicates when the interaction is transferred within CIC. This is also applicable when more than one
CIC servers is involved, for example, when agents are connected between different CIC servers. A local transfer is
represented below. Notice that the Transfer icon has a count (callout 1) and also that there is an End Code (callout 2)
for the segment which initiated the transfer. In this case the connect segment is transferred. The TransferCount
includes only the Local Transfer happening in the system.
See Data Collection Relationship to learn how data collection in Interaction Detail Viewer co-relates with legacy
summary data collection.
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Remote Transfer
When an interaction is remotely transferred outside the CIC system, a similar transfer icon will appear, but the End
Code will be Remote Transfer, and a segment named External Transfer represents the external transfer segment.
How interactions are dispositioned using segment detail data
The system derives an Interaction disposition from segment detail data. The default, minimum dispositions are most
accurate with two party interactions. For example, less data is available to evaluate when an interaction becomes part
of conference. When an interaction is transferred to IVR, the disposition is not meaningful.
DB Value
Logged
Scenario
Interaction never connected to a user or station. If the interaction is never connected to the user or
station, it receives a disposition value of 1 in the database. Tracker receives the connect segment only
the interaction state goes to connected.
1
The special cases excluded are:
a. If it is waited in the queue or delay segment and remotely disconnected it is dispositioned as
'Remote Disconnect when Waiting in Queue'.
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Interaction Supervisor
b. If it waited in the queue or delay segment and disconnected by user/system or internal disconnect
then it is dispositioned as 'Local Disconnect when waiting in Queue'
c. If it alerted the user/station and remotely disconnected it is dispositioned as 'Remote Disconnect
when alerting user/station'.
d. If it alerted the user/station and disconnected by user/system it is dispositioned as 'Local
Disconnect when alerting user/station'.
2
Remote Disconnect when waiting in Workgroup Queue. This is irrespective of interaction is
connected or not, so long as the last segment is delay segment/waiting in the Workgroup queue and it
is remotely disconnected.
3
Local Disconnect when waiting in Workgroup Queue. This is irrespective of interaction is connected
or not. As long as the last segment is delay segment/waiting in the Workgroup queue and it is remotely
disconnected, we disposition as this.
4
Remote Disconnect when alerting user/station. This is irrespective of interaction is connected or not,
so long as the last segment is alert segment and it is remotely disconnected.
5
Local Disconnect when alerting user/station. This is irrespective of interaction is connected or not, so
long as the last segment is alert segment and it is locally disconnected by user or system.
6
Connected – Remote Disconnected. This disposition is assigned if final connect segment is
disconnected by the remote party. The connect segments considered for this dispositions are connect,
held, suspend and consult. ("Consult" is the consult call's segment type, not the connect that was
logged as consult segment type).
7
Connected- Local Disconnected. If final connect/Held segment is disconnected by the local user, it is
dispositioned as this. The connect segments considered for this dispositions are connect, held, suspend
and consult. ("Consult" is the consult call's segment type, not the connect logged as consult segment
type).
8
Unknown. This disposition is assigned if the interaction did not match any one of the above disposition
conditions. If the interaction terminated in a conference, the disposition is also logged as Unknown.
Related Topics
Interaction Details dialog
Data Collection Relationship
The diagram below explains how data collection in Interaction Detail Viewer correlates with legacy summary data
collection.
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Notes
The IWrkgrpQueueStats table has the summary of interactions. In the example above, we are assuming only one
interaction is received, answered and completed with follow up work within the interval in question.
When there are multiple interactions, then the stats related to them are summarized according to their workgroup,
media type, and report group. To co-relate them, it would be necessary to find corresponding Interaction Detail
Viewer segments. The purpose of the above diagram is not to compare the Interaction detail viewer segment with
IWrkGroup Queue statistics. Instead, it is to explain how the statistic collection is mapped between the two data
collection modules.
Interaction Detail Viewer gives the snap shot of the interaction state changes in the CIC system. It does not consider
agent activities other than the follow up event that happened as a result of an ACD interaction it tracked.
Also the duration in the Detail Viewer is linear and not overlapped with each other, whereas IWrkGrpQueueStats are
overlapped with each other. When there are multiple interactions with complex interaction scenarios such as transfers
and conferences involved, breaking the summary statistics into detail segments is not intuitive.
Related Topics
Interaction Details dialog
Transferred Interaction Example
InteractionSummary Table
The following information is a copy of the "InteractionSummary Table" in "Appendix E: Interaction Tables" of the CIC
Data Dictionary Technical Reference. It is included here for convenience.
This table summarizes key attributes of the interaction. In general, only one row for an interaction will be logged here.
If the interaction is persisted and recreated with the same InteractionIDKey, the system increments sequence numbers
in two rows. This is the table which replaces the legacy Calldetail table. It has all the columns used in the Calldetail
table plus some new columns to track additional attributes. Here is the mapping between Interaction Summary and
Calldetail view.
Column Name
Type
Null
InteractionIDKey
Char(18)
No
84
Defaul
t
Description
CallDetail_viw
Interaction Key
CallId
Interaction Supervisor
SiteID
Integer
No
-1
SiteID of the
Interaction where
it disconnected.
SiteID
SeqNo
TinyInt
No
0
SeqNo is only used Not Included
when the
interaction is
persisted and
recreated with the
same
InteractionIDKey.
InteractionID
bigint
No
CallID/Interaction
ID of the
interaction. This is
displayed in the
CIC client.
Not Included
StartDateTimeUTC
DateTime2(3)
Timestamp(3)
No
StartDateTime
(UTC) for the
Interaction ID
Not Included
StartDTOffset
Integer
No
Offset to Server
local time [in
seconds] for the
UTC
StartDateTime
Not Included
Direction
tinyint
No
Interaction
Direction (1inbound, 2Outbound, 3Intercom 0Unknown)
CallDirection
ConnectionType
tinyint
No
Unknown(0),
External(1),
Intercom(2),
CallType
MediaType
tinyint
No
InteractionType
Unknown(255),
calls(0), chat(1),
SMS(2),
GenericObject(4),
Email(5),
Callback(6),
InstantQuestion(7),
WebCollabration(8
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), Fax(21),
WorkItem(22)
RemoteID
nVarchar(50)
NUL
L
Remote ID
RemoteNumber
DNIS_LocalID
nVarchar(50)
NUL
L
Number dialed
DNIS
tDialing
Integer
NUL
L
How long
interaction is in
dialing state
tDialing
tIVRWait
Integer
NUL
L
Total IVR Time for
the interaction
tIVRWait
tQueueWait
Integer
NUL
L
Total time the
interactions waited
in one or more
Queues
tQueueWait
tAlert
Integer
NUL
L
Total time the
interaction alerted
a different
user/station
tAlert
tConnected
Numeric(19)
NUL
L
Total connected
time for an
Interaction. If the
same interaction is
handled by
multiple agents,
this is the sum of
all talk time.
CAST(ROUND(I.tConnected/1000.,
0) as INTEGER) as
CallDurationSeconds
Captures the
duration of how
long the
interaction is in the
connected state
with two
participants. The
participants can be
a remote person,
local CIC User, or
standalone station.
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Interaction Supervisor
tHeld
Numeric(19)
NUL
L
Total held time for
the interaction. If
the interaction
transition to held
state is by multiple
agents, this value
includes all held
durations.
CAST(ROUND(I.tHeld/1000., 0) as
INTEGER) as
HoldDurationSeconds
Captures the
duration of how
long the
interaction is in a
held state.
tSuspend
Numeric(19)
NUL
L
Not currently
supported, for use
in a future CIC
release.
tSuspend
tConference
Numeric(19)
NUL
L
Total time the
interaction actively
participated in a
conference
tConference
tExternal
Numeric(19)
NUL
L
Total time the
interaction was
connected after an
external transfer
tExternal
tACW
Integer
NUL
L
Total wrap up time
for the interaction
tACW
tSecuredIVR
Numeric(19)
NUL
L
Total duration of
the secured
session for the
particular
interaction id. For
example, if the
interaction went to
multiple sessions
of secured session,
this column will
accumulate all the
individual sessions
and log the total
duration.
Not Included
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nIVR
Small Int
NUL
L
nIVR
Number of times
the interaction
entered any IVR, as
determined by call
attribute set by
Interaction
Attendant or a
handler.
nQueueWait
Small Int
NUL
L
Number of times
the interaction
waited in any ACD
queue, even the
same queue
multiple times.
nTalk
Small Int
NUL
L
nTalk
Number of times
this interaction was
actively connected
to any agent, even
the same agent
multiple times.
nConference
Small Int
NUL
L
nConference
Number of times
this interaction was
actively connected
to any conference,
even the same
conference
multiple times.
nHeld
Small Int
NUL
L
Number of times
the interaction was
in held state after
connected
nHeld
nTransfer
Small Int
NUL
L
Number of times
the interaction was
transferred
nTransfer
nExternal
Small Int
NUL
L
Number of times
the interaction was
transferred
externally
nExternal
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nQueueWait
Interaction Supervisor
nSecuredIVR
Small Int
NUL
L
Number of times
the call went to
secured session
during its entire
life.
Disposition
Small Int
No
DispositionCode
Small Int
NUL
L
This is how the
DispositionCode
Telephony Services
(TS) server
dispositioned the
interaction.
WrapUpCode
nVarchar(200)
NUL
L
Not used in the
WrapUpCode
current CIC release.
Exists for legacy
reasons.
AccountCode
nVarchar(50)
NUL
L
Account code tied
to the Interaction
IsRecorded
Bit
NOT
NUL
L
Not Included
0 or 1. It is set if
the interaction is
recorded. It is set if
at least one leg of
this interaction is
recorded.
0
Not Included
The values that get Not Included
logged are 0 to 7.
For details, see the
"Interaction Detail
View in CIC
Business Manager"
section of the
Interaction Tracker
Help.
AccountCode
For example, this
value is set if an
interaction is
recorded then
transferred blind
to the second
agent and not
recorded for the
second leg of the
interaction.
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IsSurveyed
Bit
NOT
NUL
L
0 or 1. If the
interaction is
surveyed, it is set
Not Included
MediaServerID
nVarchar(200)
NUL
L
The Media Server
that handles the
interaction audio.
Not Included
IndivID
Char(22)
NUL
L
Not Included
The remote Party
IndivID if resolved
by Tracker. This
value is NULL if not
resolved
OrgID
Char(22)
NUL
L
Remote Party's
OrgID if it is
resolved by
Tracker. This value
is NULL if not
resolved.
LineID
nvarchar(50)
NUL
L
The line interaction LineID
received
LastStationID
nvarchar(50)
NUL
L
The last connected
station to the
interaction
LastLocalUserID
nvarchar(50)
NUL
L
LocalUserID
Local User ID
associated with the
last connected
interaction
LastAssignedWorkgroupI
D
nvarchar(100)
NUL
L
The last routed
AssignedWorkGroup
workgroup for that
interaction
LastLocalNumber
varchar(200)
NUL
L
Local number
LocalNumber
associated with the
last connected
user, for an email it
is mailbox ID, for
chat it is the user's
display name or
arbitrary name
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Not Included
StationID
Interaction Supervisor
given by the chat
initiator.
LastLocalName
nvarchar(50)
NUL
L
LocalName
LocalName
associated with the
last connected
user
RemoteICUserID
nvarchar(50)
NUL
L
The respondent's
CIC User ID, will be
populated only for
Intercom
interaction
RemoteNumberCountry
smallint
NUL
L
The country code
RemoteNumberCountry
associated with the
remote number
RemoteNumberLoComp1 varchar(10)
NUL
L
Lower component
of the remote
number
RemoteNumberLoComp1
RemoteNumberLoComp2 varchar(10)
NUL
L
Lower component
of the remote
number
RemoteNumberLoComp2
RemoteNumberFmt
varchar(50)
NUL
L
Remote number
format
RemoteNumberFmt
RemoteNumberCallId
varchar(50)
NUL
L
CallID of the
remote number
RemoteNumberCallId
RemoteName
nvarchar(50)
NUL
L
Remote Name
RemoteName
InitiatedDateTime
datetime2(3)
NOT
TIMESTAMP(3 NUL
)
L
Interaction
Initiated date and
time with
millisecond
granularity
InitiatedDate
ConnectedDateTime
datetime2(3)
NOT
TIMESTAMP(3 NUL
)
L
Interaction
connected date
and time with
ConnectedDate
197001-01
Not Included
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millisecond
granularity
TerminatedDateTime
datetime2(3)
NOT
TIMESTAMP(3 NUL
)
L
LineDuration
Numeric(19)
CallEventLog
nvarchar(2000 NOT
NUL
L
PurposeCode
int
CallNote
FirstAssignedAcdSkillSet
197001-01
Interaction
Terminated date
and time with
millisecond
granularity
TerminatedDate
Duration of the
line in milliseconds
CAST(ROUND(I.LineDuration/100
0., 0) as INTEGER) as
LineDurationSeconds
Call Event log
CallEventLog
Purpose code set
for the interaction
PurposeCode
nvarchar(1024 NUL
)
L
Text description
related to call
Not Included
nvarchar(100)
First ACD Skillset
value assigned to
an interaction
Not Included
NUL
L
NUL
L
NUL
L
0
INDEXES
Primary Key : InteractionIDKey , SiteID, SeqNo
Clustered Index : InitiatedDateTime, SiteID
Additional Indexes : StartDateTimeUTC and LastLocalUserID
Copying Tracker information to the Clipboard
There are three ways to copy Tracker information from an Interaction Details view to the clipboard, for pasting into
other applications:
1.
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From the search results screen, when a single row is selected, three copy options appear when you right-click
to reveal the context menu: Copy Interaction Id, Copy Row, and Copy Row(s) as CSV.
Interaction Supervisor
Copy Interaction ID
Copies the ID of the selected interaction to the clipboard. For example:
1111000000
Copy Row
Copies data from each column to the clipboard. For example:
Interaction ID: 1111000000
Time: 1/6/2014 11:38:25 AM
Direction: Inbound
Media Type: Call
Remote Address: +13179571051
Remote Party: Lapsley, Jeff
Last CIC User: claysu5bft2_user
DNIS: sip:3@claysu5bft2:5060
Last Workgroup: Marketing
Connected Duration: 00:00:03
Line Duration: 00:00:49
Copy Row(s) as CSV
Copies data from each column to the clipboard as a series of comma separated values. The first paragraph contains
column heading names. The second paragraph contains the value of each column. For example:
Interaction ID, Time, Direction, Media Type, Remote Address, Remote Party, Last CIC User, DNIS,
Last Workgroup, Connected Duration, Line Duration
1111000000, 1/6/2014 11:38:25 AM, Inbound, Call, +13179571051, Lapsley, Jeff, claysu5bft2_user,
sip:3@claysu5bft2:5060, Marketing, 00:00:03, 00:00:492. From the search results screen, when multiple rows are
selected, one option: "Copy Row(s) as CSV"
2.
From the search results screen when multiple rows are selected, the context menu option is "Copy Row(s) as
CSV"
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This places on the clipboard a line of comma separated column headings, followed by column data for each row
that was selected. For example:
Interaction ID, Time, Direction, Media Type, Remote Address, Remote Party, Last CIC User,
DNIS, Last Workgroup, Connected Duration, Line Duration
1111000000, 1/6/2014 11:38:25 AM, Inbound, Call, +13179571051, Lapsley, Jeff,
claysu5bft2_user, sip:3@claysu5bft2:5060, Marketing, 00:00:03, 00:00:49
1111000002, 1/6/2014 11:40:38 AM, Inbound, Call, +13179571051, Lapsley, Jeff, claysu5bft2_user,
sip:101@claysu5bft2:5060, , 00:00:22, 00:01:01
3.
If you double-click a row in the search result to open the Interaction Details window, all sections and fields in
the summary panel (right hand side) can be copied. For any given item, two options: "Copy [name of field]" and
"Copy Section"
Copy [name of field]
Copies the value of the field that was right-clicked. For example if you right-click Interaction ID and select Copy
'Interaction ID' the value copied to the clipboard is 1111000000.
Copy Section
Copies all fields in the section to the clipboard. For example:
Interaction ID: 1111000000
Type: Call
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Interaction Supervisor
Duration: 00:00:49
Time: 1/6/2014 11:38 AM
Disposition: Unknown
Interaction Dialer category
Interaction Dialer category
Summary
Interaction Dialer is a client/server extension that adds automated dialing and campaign management features to
CIC servers. Interaction Dialer conducts campaigns by contacting a list of people according to a prescribed list of
rules. Interaction Dialer places outbound telephone calls for campaigns, plays .wav files to answering machines, sends
faxes to fax machines, and routes calls answered by a live person to an Interaction Attendant profile or directly to
Dialer agents.
Interaction Dialer views display statistics about Dialer agents, outbound campaigns, skills, stages, wrap-up codes and
categories, the overall status of multiple running campaigns, and the health of Dialer servers. If the Dialer Statistics
category does not appear when you add a view, contact your CIC System Administrator. See Licenses, Security and
Access Control Rights for details.
Icon
View Details
Appearance
Dialer Campaign Details
Shows detailed statistics about a
campaign.
Dialer Health view
Shows the health and status of
campaigns and Interaction Dialer in
general.
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Dialer Overview
Shows statistics and an overview of
the Dialer campaigns and their
agents.
Agent Overview
Statistical information for Dialer
Agents broken down by Dialer
campaigns.
This view is available in Dialer 4.0
Service Update 1 and later.
Skill Overview
Statistics broken down by skill per
each Dialer campaign.
This view is available in Dialer 4.0
Service Update 1 and later.
Dialer Statistics
Dialer agent statistics summarize the activity of a specific Dialer agent.
Dialer campaign statistics provide totals that pertain to a campaign or site.
Dialer overall statistics summarize Dialer's performance as a whole.
Dialer phone number detail statistics summarize the details of a specific phone number.
Dialer skill statistics summarize the details of a specific skill.
Dialer stage statistics summarize the activity for a specific Dialer stage.
Dialer wrap up statistics summarize the dispositions of Dialer calls.
Add a Dialer view in CIC Business Manager
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1.
Start CIC Business Manager and log on.
2.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
3.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or
product.
4.
Select Categories from the Group By drop list. Then click Dialer Statistics. A list of Dialer views appears in
the list on the right.
Interaction Supervisor
Tip—if Product is selected in the Group By list, click Interaction Dialer to display views you can add.
5.
Select a view to add by clicking an item in the Views list. The Dialer views are:
View Name
Description
Dialer Campaign Details view
Displays detailed statistics about a campaign.
Dialer Health view
Displays the health and status of campaigns and Interaction Dialer in
general.
Dialer Overview
Displays statistics and an overview of the Dialer campaigns and their
agents.
6.
Click OK.
7.
If the view requires parameters to be set, other dialogs appear at this time to prompt for view settings.
As on Dialer 4 GA, no Dialer views require additional parameters to be set. However, additional views may
become available after service updates are applied. Future Dialer views may require parameters to be selected.
Optionally press F1 for help with parameter selection dialogs.
8.
When you finish selecting parameters, the view will appear in the workspace.
Views are automatically disabled if the connection with CIC server goes down for any reason. A 'spinner'
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cursor is shown in all Supervisor views, indicating that no data is being received. Views are automatically
enabled once the connection is restored.
The Interaction Supervisor Help for CIC Business Manager explains how to work with views and alerts. To open
this help system in CIC Business Manager, select Interaction Supervisor from the Help menu.
Dialer Campaign Details view
Dialer Campaign Details view
This view displays operational statistics about any single campaign, a configurable graph of campaign details, and live
information about agents by period, shift, recycle and campaign.
Campaign Performance Statistics
Statistics at the top of the view are updated in real-time to indicate the overall performance of the campaign. See
Dialer Campaign statistics for information about these statistics. Site and Campaign drop lists work together to allow
selection of a single campaign to report on. A set of campaign execution controls make it easy to change the state of
a campaign. For example, you can Start, Stop, or pause a campaign from this view, without having to open a
campaign configuration in Interaction Dialer Manager.
Campaign Details Graph
The graph displays Dialer stage statistics once you select a statistic (total time, total calls, percent calls, average time,
or percent time) and interval (period, shift, recycle, or campaign).
Agent Statistics
The bottom right section part of the view displays Dialer agent statistics for all agents. You cannot display statistics
for a single agent, since the view is scoped to summarize the overall status of the campaign and site.
Campaign Execution Controls
Campaigns have execution states that are selectable in Interaction Dialer Manager and from within Supervisor views
in CIC Business Manager.
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Interaction Supervisor
Command
Turn Campaign
On
Campaign Execution State
No calls are placed for a campaign until that campaign is turned on. Outbound calling begins
once agents change to available status. When a campaign is turned on, he contact list will be
processed from the top.
A campaign can be on for scheduled calls only. In this execution state, Dialer places only calls
that were rescheduled by agents. Priority dials are still made, but no regular calls are placed. This
Turn Campaign
mode ignores the campaign schedule, if one is assigned. Auto-scheduled calls are not placed in
On for scheduled
this mode.
calls only
A running campaign can be paused. This suspends outbound dialing for the campaign. The
campaign will continue to run until agents complete active calls. No new calls will be placed. The
record cache is preserved so that the system can resume processing the contact list.
Pause/Un-Pause
Turn Campaign
Off
A campaign can be un-paused by clicking the Pause button a second time. This will resume
outbound dialing from the point the campaign was paused. Agents will not need to log on again
when the campaign resumes.
A campaign can be off. This stops outbound dialing once the cache is empty. This execution
mode ignores the campaign schedule. If you stop a campaign instead of pausing it, agents must
log in when the campaign is turned back on. Outbound calling will resume once agents change to
available status.
A campaign can be recycled. Recycle refers to the process of restarting the call selection process
at the beginning of the contact list. This happens automatically after all records are processed, or
Recycle Campaign manually in response to a campaign reset command. A recycle period is the time that Interaction
Dialer needs to process all records in a contact list.
Reset Campaign
A campaign can be reset. The contact list will be processed from the top to reach parties that
were not contacted in a previous pass. If major settings have been changed (DSN, Sorting or
Filters, etc.), the campaign is reset and restarted with the new configuration. This command also
sets the count of recycles back to zero.
Managing the execution state of campaigns from CIC Business Manager
When a call center supervisor is monitoring Dialer views in CIC Business Manager, the supervisor can control
campaign execution in three ways:
•
By using campaign execution controls on the Dialer Campaign Details view:
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•
By using shortcut menu commands in CIC Business Manager's Dialer Overview view:
•
By selecting Dialer Campaign Actions from the Actions menu:
Selecting Dialer Campaign Actions opens the Dialer Campaign Actions dialog. It offers the same execution controls
that appear on the Campaigns page in Interaction Dialer Manager.
Note: the Actions menu only appears if the view is added to the default workspace in CIC Business Manager.
Interval Definitions
In several of the Dialer views in CIC Business Manager, you can select an Interval, which specifies the length of time
for the collection of statistics. An interval can be measured as Period, Shift, Recycle, or Campaign.
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Interaction Supervisor
Period
Any user-defined interval delimited by specific start and stop times.
Shift
An interval defined in Interaction Administrator to represent a standard work day.
Recycle †
An interval defined by the amount of time that has elapsed between when the Contact List was last recycled and the
present.
Campaign
An interval defined by the amount of time that has elapsed between when the active campaign began running and
the present.
† While Recycle can be designated as an Interval, it actually refers to the process of restarting the call selection
process at the beginning of the contact list. This can happen automatically after all records are processed, or
manually in response to a Reset Campaign command. A Recycle period is the time that Interaction Dialer needs to
process all records in a contact list.
Dialer Health view
Dialer Health view
The Dialer Health view displays the health and status of campaigns and Interaction Dialer in general. Use this view to
troubleshoot issues. It presents two panes of information:
•
The top pane displays Dialer Status Messages—diagnostic information about the current condition of
campaigns and workflows. This pane dynamically updates itself to display new messages and to remove
messages that no longer apply.
•
The bottom pane chronicles Dialer History Messages. It lists event and status messages that were logged
by the Central Campaign Server, Outbound Dialer Servers, and by internal processes such as DialerTran. The
user must refresh to retrieve the most recent messages posted to the history pane.
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•
The top and bottom panes are not related. The top pane displays diagnostic information about current
conditions. The bottom pane is a historical log of past events. You can sort a column alphabetically in either
pane by clicking on the column heading.
Dialer Status Messages pane
Messages in the Dialer Status (top) pane are derived from heuristics that indicate adverse situations. The columns
displayed are:
Severity column
The column indicates the seriousness of the event condition (Warning, Information, etc.)
Time column
Timestamp that indicates when an event occurred.
Process Name
Name of the server process that sent the status message.
Machine Name
Name of the ODS server.
Campaign
Campaign associated with the event, if known.
Message
Brief description of the event that occurred. To display the entire text, double-click the event to open the Message
Details dialog.
Messages are added to this list when:
102
•
Max Calls per Agent has been hit.
•
Global Maximum calls have been hit.
•
Line group with little or no lines.
•
Running campaigns in predictive mode with < 5 agents.
•
The Line group specified does not exist.
•
Current abandon rate has been exceeded (10% over for target, absolute threshold for strict).
•
Dialer isn't dialing because it is waiting for something: (waiting on dialerTranU / recycle / get contacts, etc.)
Interaction Supervisor
•
The Pace is manually adjusted.
See Messages that can appear in a Dialer Health view for additional information.
Dialer History Messages pane
The bottom pane (Dialer History) lists event and status messages that were logged by the Central Campaign Server,
Outbound Dialer Servers, and by internal processes such as DialerTran. Since Dialer consolidates messages in its own
message history, it is convenient to examine this repository for Dialer-related entries. When the view is scoped to
view multiple workflows, the messages for each workflow are grouped together (in other words, messages for
workflow A and workflow B are not intermixed). When the dialog is scoped to monitor a single workflow, only
messages from that workflow appear in the list.
Type column
This column identifies the type of message. Error indicates a significant problem, such as loss of data or loss of
functionality. Warning indicates an event that is not necessarily significant, but may indicate a possible future
problem. For example, when disk space is low, a Warning will be logged. An Information event describes the
successful operation of an application or subsystem.
Time column
The date and time when the message was logged.
Site column
Name of the Outbound Dialer that this message pertains to.
Campaign column
Name of the campaign that this message pertains to.
Agent column
Name of the call center that this message pertains to, if applicable.
Message column
Text of the message entry.
Messages that can appear in a Dialer Health view
Status Messages
History Messages
The calculated calls per connect value for a campaign is
greater than the configured maximum calls per agent.
Campaign could not be found in the dialer cache.
Failure to register Dialer site with central campaign server.
Configured line group is invalid or contains no lines.
A memory allocation failed while trying to create a new
Campaign has fewer than six active agents, potentially
object.
decreasing agent utilization and increasing abandon rate.
Agent automatically logged out because the connection
Current abandonment rate exceeds the configured target between the agent's scripter application and Dialer was
rate.
lost.
Contact cache has been depleted.
Configured line group is not active on the server.
Configured Zone Set is blocked all callable contacts.
Call ID attribute not present among contact attributes.
Campaign ID not found among contact attributes.
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Dialing is being restricted because the configured line
capacity has been reached.
An unknown exception occurred.
A Win32 exception occurred.
History updates (campaign stats, agent stats, call history)
Dialer Transaction Server failed to start.
are accumulating in queue.
Contact list updates are accumulating in queue.
Dialer Transaction Server is restarting because of too many
hung threads.
Current abandonment rate exceeds the configured strict
A COM exception occurred.
abandonment rate.
Dialer Transaction Server is not responding.
No callable contacts left.
An exception occurred.
A Notifier request failed.
Insert or update operation was aborted because there was
History updates (campaign stats, agent stats, call history)
no data to process.
are accumulating in queue.
Contact list updates are accumulating in queue.
Data passed in as a date value could not be parsed.
Warnings were generated while processing a database
The database provider in use is not recommended for use
update.
with Dialer.
Default database is not specified or UDL file is not
compatible with Dialer.
The ACD workgroup is not active on the server.
An error occurred while validating a database table.
Default database is not specified or the UDL file is invalid. A policy set could not be loaded by the campaign server.
Campaign is paused because TS API calls are failing, likely A query for the number of remaining contacts failed.
due to TS Server not running.
A policy reported an error.
DNC scrubbing failed.
A connection to the database could not be established.
Policy set contains one or more behaviors referencing
A SQL operation failed to complete.
contact columns not used by the campaign.
Agent has none of the required skills for the campaign, so A behavior failed to run properly.
no calls will be placed for the agent.
An event interface object was not found in the global
Automatic time zone mapping is unavailable because the interface table.
time zone source data could not be initialized.
An error occurred while attempting to evaluate a rule item
Automatic time zone mapping source data file is not
The campaign server was unable to read/write the xml
accessible because no CCS dial plan is available for phone configuration file.
number standardization.
The campaign server management interface pointer could
Automatic time zone mapping source data file is not
not be obtained
accessible because the map data set file is missing.
An operation failed because the requested object identifier
Automatic time zone mapping is unavailable for all
was not found
campaigns because no automatic time zone mappings
The campaign server's request for statistical data failed
are present.
Automatic time zone mapping is unavailable because no The campaign server was unable to commit table
properties to the configuration file.
time zone map data sets are configured for automatic
time zone mapping.
The campaign server has reached the maximum number of
An agent has been placed on break because a TS API call threads allowed, typically because all processing threads
are hung.
failed.
A campaign is reserving a high percentage of active
agents for non-Dialer calls.
104
Unable to retrieve the number of contacts left in the
current recycle.
Interaction Supervisor
A campaign is recycling its contact list.
An error was reported by a rule action.
An agent logged into a campaign with a persistent
connection, but no persistent connection wav file is
configured.
An error occurred while trying to load a property.
Dialing is being restricted by the configured maximum
call rate setting.
A problem occurred while attempting to load the
configuration XML file.
An error occurred while looking up the active station for
an agent.
Campaign initialization failed while processing related
properties.
A database table could not be initialized or validated.
An error status message was deactivated.
A contact list updated was in an incorrect format.
A campaign was paused because it exceeded the
maximum number of errors.
A campaign was paused because it could not load the
contact columns.
An error occurred while attempting to enable workgroup
period stats.
A requested action was ignored because the associated
agent is not logged into the campaign.
A requested action was ignored because the associated
agent is not active in the campaign.
A campaign has been manually paused.
An interaction could not be found in the dialer cache.
The scheduled date passed in from the script was invalid.
A call was placed and routed to an agent, but not
completed.
The campaign will not be started because it is not
configured as active.
A contact does not have a callable phone number.
No lines available in the line group.
All campaigns are paused until CPU utilization drops
below the configured point.
An agent could not be found in the dialer cache.
A campaign has stopped because it has completed the
maximum number of recycles.
A campaign has entered forced power dialing mode
because its abandon rate exceeded the maximum rate.
Predictions made for a campaign are paused because the
number of inbound calls is greater than the configured
maximum for the workgroup.
A policy reported a warning.
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A rule action reported a warning.
A reset or recycle operation for a campaign was ignored
because the campaign has already completed.
An agent attempted to disposition an interaction that
he/she does not own.
A campaign's pace was manually adjusted.
An agent changed to an available status prior to call
disposition.
A warning status message was deactivated.
A campaign has started.
Dialer Transaction Server has started.
A campaign has been manually un-paused.
All campaign dialing has resumed because CPU utilization
dropped below the configured maximum.
A campaign has stopped.
A contact list has recycled.
A campaign has exited forced power mode due to the
abandon rate dropping below the configured maximum.
A campaign has resumed making predictions due to the
number of inbound calls dropping below the configured
maximum for the workgroup.
A campaign has been manually restarted.
A policy reported an informational message.
A rule action reported an informational message.
One or more database tables were created for a campaign.
A campaign was restarted by a rule.
A campaign was restarted by a user.
A campaign was recycled by a rule.
A campaign was recycled by a user.
A campaign has stopped because it reached the maximum
recycle count due to zone blocking.
An informational status message was deactivated.
Dialer Overview
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Interaction Supervisor
The Dialer overview displays important campaign
statistics at the top of the screen.
You can control campaign execution directly from
this pane in the Dialer Overview.
Select a row in the top pane for a campaign. Then
right-click to display a context menu.
See Campaign Execution Control for more
information.
The graph pane displays Dialer stage statistics for
a time interval (period, shift, cycle, campaign) and
agent(s) selected.
The pane in the lower right displays Dialer agent
statistics, such as the call stage each agent is
currently in.
Use it compares the performance of multiple
agents across sites and campaigns in a
workflow. It can display the current activity of
agents, such as each agent's current status,
current stage, time in status, and time in stage.
The Interaction Supervisor Help for CIC Business
Manager explains how to work with views and
alerts. To open this help system in CIC Business
Manager, select Interaction Supervisor from the
Help menu.
Agent Overview
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The Agent Overview compares the performance of multiple agents across sites and campaigns. This view displays
the current activity of agents, such as each agent's current status, current stage, time in status, and other Dialer Agent
Statistics, such as time in stage. As with most views, you can click a column header to sort by that column.
View Options
Site
This control allows you to select agents from a single ODS server, or all sites. The view is automatically updated when
you make a selection.
Campaign
This control changes the currently monitored campaign. When clicked, it displays a drop list of campaigns to choose
from. The view is automatically updated when you make a selection.
Shortcut Menu Commands
Shortcut menu items appear if you right-click a data row in the grid.
Edit alerts…
Adds or edits an alert. An alert notifies when a statistic is in or out of a chosen range, based on statistical items or
values on the CIC Server. An active alert can change the color of the display, play a wave file, display an icon in your
system tray, send electronic mail, or invoke a handler.
Selecting this shortcut command opens the Edit Alerts dialog, which is customized for the type and combination of
statistics currently selected.
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Interaction Supervisor
Add/Remove statistics…
Opens a dialog allowing the selection of statistics in the current view to be changed.
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Skill Overview
The Skills Overview displays skill summary statistics. This view helps supervisors manage skills-based dialing in
predictive, power, and preview modes. It displays contacts by Skill Set to indicate which agent skills are needed. As
with most views, you can click a column header to sort by that column.
View Options
Site
This control allows you to select agents from a single ODS server, or all sites. The view is automatically updated when
you make a selection.
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Interaction Supervisor
Campaign
This control changes the currently monitored campaign. When clicked, it displays a drop list of campaigns to choose
from. The view is automatically updated when you make a selection.
Shortcut Menu Commands
Shortcut menu items appear if you right-click a data row in the grid.
Edit alerts…
Adds or edits an alert. An alert notifies when a statistic is in or out of a chosen range, based on statistical items or
values on the CIC Server. An active alert can change the color of the display, play a wave file, display an icon in your
system tray, send electronic mail, or invoke a handler.
Selecting this shortcut command opens the Edit Alerts dialog, which is customized for the type and combination of
statistics currently selected.
Add/Remove statistics…
Opens a dialog allowing the selection of statistics in the current view to be changed.
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Dialer Real-time Agent Management
Call Center Supervisors can use this view to move agents between campaigns in order to optimize the use of available
agents. Supervisors can select a campaign, see what agents are logged into the campaign, see what agents are
available and then log Agents into or out of a campaign. This gives Supervisors the ability to alter the agent pool
participating in a campaign.
It is important to keep in mind that if a Supervisor wants to be able to log agents in and out of campaigns, the agents
themselves cannot have the Logon Campaign right.
Note: For more information on the Logon Campaign right, see the Security Rights topic in the Interaction
Administrator help system.
Campaign
Selects the campaign whose agent participation you want to manage.
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Available Agents
Lists names of agents and the active campaigns they are currently receiving calls for.
Logged On Agents
Lists the names of agents participating in the currently selected campaign.
Log On
Logs any agents selected in the Available Agents list into the campaign.
Log Off
Logs off any agents selected in the Logged On Agents list out the campaign.
Penetration Rate view
The Penetration Rate view provides details about Dialer penetration rates.
View Options
Contact List
This control allows you to select a contact list to view data about.
Phone Number column
Use this control to select a single column in the contact list that contains phone numbers. You may optionally select
[All Phone Number Columns] to select all columns designated as storing phone numbers.
Uploads
Allows selection of penetration rate data for records uploaded to the contact list. If you uploaded records to the
contact list, you can select from this list.
Penetration Criteria
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Click Select to open the Penetration Criteria dialog. This dialog allows you to filter the selection of penetration rate
records based on wrap-up codes, calling modes, and campaign, or report any attempt to dial contact records. When
you finish making selections, click OK to dismiss the dialog.
Start Date
Sets a date and time used to select penetration rate records. The drop list down arrow displays a calendar. The up and
down buttons increment or decrement the day, month, day of month, year, hour, minute, or second selected.
Frequency
Scopes the frequency of data to hourly, weekly, daily, or monthly intervals.
Calculation Mode
Selects the method used to calculate penetration. Selections include Call List Penetration, Phone Number Penetration,
Call List Saturation, and Phone Number Saturation.
Calculation Mode
Use Case
Formula
Call List Penetration
Ensure all records in a given list have Count of Unique Attempts / Count
been attempted at least once.
of Call List Records
Maximum Value = 100%
Phone Number Penetration
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Ensure at least 1 dialing attempt for Count of Unique Phone Attempts /
every phone number on every
count of Phone Numbers
record.
Maximum Value = 100%
Interaction Supervisor
Call List Saturation
Show average penetration level of Count of Total Call Attempts / Count
records. 500% would indicate that of Call List Records
each account had been attempted 5
times on average.
Maximum Value = None.
Phone Number Saturation
Show average penetration level of
phone numbers. 500% would
indicate that each phone number
had been attempted 5 times on
average.
Count of Total Call Attempts / Count
of Phone Numbers
Maximum Value = None.
Penetration Rate (result)
Displays penetration data returned by the query. Columns include Time, Penetration count, Total Records, and
Percentage.
Related Topics
Penetration Rate Report Data.
Phone Number Type Overview
This view displays Phone Number Type summary statistics for the site, campaign and interval selected.
Site
Selects the name of the Outbound Dialer server or [All sites].
Campaign
Selects the name of a Campaign.
Interval
Selects a statistic collection interval.
Phone Number Type
A customer-defined phone number type (home, cell, work, etc.).
Contacts
The total number of contacts that have been made to this phone number type.
Attempts
The total number of times this phone number type has been attempted.
Stage Overview
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This view displays overview statistics for Stages for a specific Dialer campaign, site and agent. See Dialer stage
statistics.
Site
Selects the name of the Outbound Dialer server or [All sites].
Campaign
Selects the name of a Campaign.
Interval
Selects a statistic collection interval.
Agent
Selects a single agent or [All Agents]
Wrap-up Category Chart View
This view shows wrap-up category statistics in a chart. Wrap-up categories classify the result of a contact attempt.
Unlike wrap-up codes, which are user-defined, the same standard wrap-up category codes are mapped to all
campaigns.
Site
Selects the name of the Outbound Dialer server or [All sites].
Campaign
Selects the name of a Campaign.
Statistic
Selects a Dialer wrap-up statistic.
Interval
Selects a statistic collection interval.
Wrap-up Code Chart View
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Interaction Supervisor
This view shows wrap-up code statistics in a chart. Wrap-up codes are strings that indicate the completion status of a
call step. Wrap-up codes are the disposition options that agents see in a script.
Site
Selects the name of the Outbound Dialer server or [All sites].
Campaign
Selects the name of a Campaign.
Statistic
Selects a Dialer wrap-up statistic.
Interval
Selects a statistic collection interval.
Wrap-up Category
Wrap-up Category Chart View
How Call Analysis detections affect Abandon Rate
This topic provides supplemental information about Call Analysis Detections as they affect calculation of the Abandon
Rate statistics. The method used to calculate Abandon Rate can directly affect agent idle time and the speed of
outbound dialing. The Detections option calculates abandon rate in a way that plans for less-than-perfect Call
Analysis. The best way to understand this option is to consider a real-world scenario.
Suppose that 250 numbers are dialed, and that 150 of those calls are auto-dispositioned. The remaining 100 calls are
classified as live people by Call Analysis. Dialer routes those 100 calls to agents, but 3 of those 100 calls are
abandoned because there are no available agents to take the call. Of those 3 abandoned calls, 2 were actually live
people and 1 was really an answering machine.
The other 97 calls are dispositioned by agents. Of the 97 dispositioned by agents, 78 calls were actually live people
and 19 are not live people and are marked as such by agents (17 answering machines, 2 SITs). Agents almost always
correctly identify a live person versus an answering machine, so their "call analysis" is very accurate.
Using the standard mapping of what is a contact and what is not (as configured in Interaction Administrator), the
number of contacts is 81 (78 plus the 3 abandoned calls, since System HangUp is a WrapUp Category). In this case
the abandoned rate as calculated by Dialer is (3 / 81) * 100 = 3.7%.
This is not the actual abandon rate, since Call Analysis is not perfect. If it were perfect, no answering machines would
go to agents or get abandoned. So, the actual abandon rate is (actual live people abandoned / actual live people
detected) or (2 / 78) * 100 = 2.6%.
Poor call analysis at a Dialer site affects abandon rate, since the number of contacts decreases while the possibility of
an abandoned call from calls routed stays the same. This can cause contact rate to decrease and abandon rate to
increase, leading to slower dialing and more agent idle time.
To alleviate this situation, use the "Based on Detections" option to make the "best effort" calculation possible with
current technology. This approach considers that the system thought that 100 calls were live people, and 3 of those
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system-detected live people were abandoned. It recognizes that the system has no way to know that 1 of those 3
system-detected live people that were abandoned was really an answering machine. Therefore, due to a computer's
less-than-perfect ability to detect live people, the best calculation of abandon rate in Dialer would be:
(system-calculated abandons / system-detected live people) * 100
or
(3 / 100) * 100 = 3%.
The Detections calculation returns a value (3%) that is lower than the abandon rate that would normally be calculated
by Dialer (3.7%), and which is closer to a perfectly calculated abandon rate (2.6%) which cannot be determined, due to
less-than-perfect ability to detect live people.
Interaction Director category
Interaction Director category
Interaction Director is a CIC application that allows multi-site contact centers to become a single virtual operation.
Interaction Director communicates with registered CIC server in real-time, to gather data that is relevant to queues,
users, workgroups, skills, and so on. Director uses this data to make routing decisions. It balances loads by
intelligently routing multimedia interactions between CIC servers.
Icon
View Details
Enterprise Group Details
Shows service level, abandon and
queue statistics about an Enterprise
Group.
Interserver Routes
Shows routes on a monitored server
used to place inter-server calls
between CIC servers.
Related Topics
Select Enterprise Group dialog
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Appearance
Interaction Supervisor
Select Enterprise Group Statistics dialog
Interserver Routes – Select Server dialog
Enterprise Group Details view
Interaction Director makes intelligent routing decisions that helps balance loads across CIC sites, meet service goals,
and increase customer satisfaction. This view displays service level, abandon and queue statistics about an Enterprise
Group. Enterprise Groups are logically related queues that conceptually represent the target destination of a routed
call.
Each group is a collection of queues from one or more CIC sites where calls could be routed. For example, an
Enterprise Group named "Corporate Sales EG" might be comprised of a Sales queue on server CIC_Chicago and a
Sales queue on server CIC_Atlanta.
Add this view to the workspace
1.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
2.
Select New > View. The Create New View dialog appears, listing views by category or product.
3.
Select Categories from the Group By drop list. Then click Interaction Director.
4.
Select Enterprise Group Details View.
5.
Click OK. The Select Enterprise Group dialog appears.
6.
Select an Enterprise Group. Click Finish.
Expanders in this view
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Enterprise Group Enterprise Group statistics summarize ACD interactions, such as the number of agents logged in,
statistics
and other particulars that are common to the Enterprise Group as a whole.
Combined Queue Displays Director agent statistics for interval periods. These statistics summarize the activity of call
center agents, by reporting the count of interactions received, answered, completed, and
Statistics
abandoned, along with average wait time and average talk time.
Service Level
Parameters
Display time and histogram intervals for the service level statistic. The range of service level
histogram intervals are cumulated downwards by default. You can include or exclude histogram
ranges.
Abandoned Rate Displays time and histogram intervals for the abandoned rate statistic. The range of abandon rate
histogram intervals are cumulated downwards by default. You can include or exclude histogram
Parameters
ranges.
Change statistics in this view
1.
Right-click in the view to display its shortcut menu.
2.
Choose Add/Remove statistics…
3.
Use the Select Enterprise Group Statistics dialog to select statistics to display in the view. Click OK.
Select cumulative vs. Partial Sum histogram for Service Level or Abandon Rate statistics
Click Options on the right side of the expander to select histogram type.
Think of cumulative distribution as an accumulative bucket for the enterprise group, interaction type and time
interval (current period, current shift, etc.). An accumulative bucket means that each bucket includes the count for all
of the preceding buckets. In a partial sum distribution, each bucket count is exclusive of any other bucket.
Set Alerts
See Manage Alerts.
Interserver Routes view
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Interaction Supervisor
This view shows routes on a monitored server used to place inter-server calls between CIC servers.
Add this view to the workspace
1.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
2.
Select New > View. The Create New View dialog appears, listing views by category or product.
3.
Select Categories from the Group By drop list. Then click Interaction Director.
4.
Select Interserver Routes view.
5.
Click OK. The Interserver Routes - Select Server dialog appears.
6.
Select a server. Click Finish.
Change statistics in this view
1.
Right-click in the view to display its shortcut menu.
2.
Choose Add/Remove statistics…
3.
Use the Select Statistics for Interserver Routes dialog to select statistics to display in the view. Click OK.
Set Alerts
See Manage Alerts.
Visual controls in Supervisor views
Visual controls in Supervisor views
The visual controls commonly used in Interaction Supervisor views are listed in the table below.
Control
Example
The Expander control opens or closes a region within
a view to display or hide information.
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Statistic Controls display statistics and automatically
update the view when the value of a statistic changes,
when alerts are triggered, or when the value of the
statistic no longer triggers an alert.
Queue controls appear in views that display
information about lines or queues, to provide details
about interactions. Queue controls may also allow
supervisory call actions to be performed on a
selected item.
Where applicable, Call Action Controls allow a
supervisor to listen, coach the agent, record an
interaction, join a conference, and perform basic
telephony operations.
Chart controls are used in graph views to render
statistics as column, bar, or line graphs.
Workgroup Directory controls display the status of
individual workgroup members, such as each
person's name, time in status, logged in state, skills,
and so on.
Expander control
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Interaction Supervisor
Expander controls expose or collapse regions of a view. Expanders are often used to categorize statistics, which are
in turn displayed by statistic controls. The title bar of the control acts as a toggle to expand or collapse a screen
region.
Statistic Control
Statistic Control
The value of each statistic, and any alerts that have been set, is displayed in its own Statistic Control. In the case of
charts, statistic controls appear in the legend. Icons for alerts appear in statistic controls too, if an alert has been
triggered. Statistic controls update when the value of a statistic changes, when alerts are triggered, and when the
value of the statistic no longer triggers an alert.
Statistic controls display alerts using color coded icons and conspicuous text attributes. Alerts can be configured to
send e-mail notifications, to play sounds, invoke a handler, or to perform all of those actions.
Suppose that a view has two statistics for which alert conditions have been set. Values would appear on statistic
controls as shown below:
•
Suppose that for Interactions Waiting, an alert was set to notify when 5 or more interactions are
waiting. This statistic does not have an alert icon, since the number of Interactions waiting is currently zero.
•
Suppose that two alert conditions have been set for Agents logged in on this workgroup. The first triggers
when the value is less than 3. The second triggers the alert when the value is between 0 and 7. Since both
conditions are true, the statistic control displays icons for both. As you can see, an active alert is indicated by
a color coded severity icon, and custom text attributes. Both of these properties are specified when alert are
set.
An alert condition specifies how the alert is triggered (between two values, exceeds a value, etc.). The severity of the
alert determines the color of the alert icon. You can select actions to take when the alert is triggered, ranging from
displaying an icon only, to sending email, or invoking a handler. See Manage Alerts.
Procedures
View alerts set for a statistic
Display shortcut menu for a statistic control
View alerts set for a statistic
To view alerts set for a statistic
1.
Click an alert icon.
2.
2. A window will appear showing each alert and its threshold settings. The red bar indicates the current
value of the statistic.
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Related Procedures
Manage Alerts
Manage All Alerts at once
Display shortcut menu for a statistic control
Each statistic control offers quick access to menu of frequently used commands. To display this shortcut menu:
1.
Right-click the statistic control. The shortcut menu appears.
2.
Select a command from the menu. The commands are:
Edit alerts…
Opens the Add/Edit Alert dialog so that you can manage alert conditions for the statistic. See Manage Alerts.
Remove > Remove entire statistic group
Removes all statistics in that statistic group from the view.
Remove > Remove statistic
Removes the selected statistic from the view.
Add/Remove statistics…
Opens a dialog that manages which statistics appear in the view, for the type of statistics supported by the view.
Help
Displays a help definition of the statistic. Click Close to dismiss this dialog when you finish reading the help text. You
can also display help for a statistic by holding the mouse pointer over the statistic control until pop-up text is
displayed. The help text is the same, regardless of method used to display it.
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Queue Control
Queue Control
About Queue Controls
Queue controls appear in views that display information about lines or queues. Queue controls provide details about
current interactions and may allow supervisory actions to be performed on a selected item.
If there are no current interactions in the queue, "This queue is currently empty" is displayed in the first row.
For descriptions of each column in a queue control, see Queue Columns. Security settings apply to Queue controls.
Security rights determine which buttons are shown. ACL rights control which buttons in the queue control toolbar are
enabled. See Licenses, Security and Access Control Rights for details.
Look up an employee photo and office location
Your CIC administrator can enable a queue control shortcut menu option that will display an employee's photo and
office location. If your CIC administrator chose to implement this feature, you do not need any additional licensing or
user rights to use it.
To view a person's photo and office location:
1.
Right-click any contact in an Agent Overview, Queues, Workgroup Details, or Workgroup Directory view. The
photo of the person appears in the context menu:
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2.
Select Office Location from the context menu to display a map or diagram indicating office location. This menu
option does not appear unless your administrator configured CIC to support this feature.
The graphic for Office Location can be anything your administrator draws to indicate a locale. In most cases an office
floor plan is displayed.
Sort Columns
To change the sort order, click on a column heading to sort by that column.
Resize Column Width
To resize a column, drag the edge of a column heading left or right to narrow or widen the column. Column headers
remain visible, even when there are no interactions to display. Customers can still adjust columns for personal
preferences.
Rearrange Columns
To change the order of columns, drag and drop a column heading to a new location.
Call Action Controls
Where applicable, a Call Action control below the queue control allows a supervisor to select a queue object, and then
listen, coach the agent, record the conversation, join a conference, or perform basic telephony operations.
Related Topics
Interaction Analyzer Columns in Queue Controls
Interaction Analyzer Columns in Queue Controls
If the CIC server has feature licenses for Interaction Analyzer and Interaction Recorder present, two additional
columns appear in Supervisor views that contain Queue Controls (such as a Workgroup Details view, for example).
These columns tally the number of keywords spotted by Interaction Analyzer, as it independently scores agent and
customer channels during a conversation recorded by Interaction Recorder. If the mouse pointer is held briefly over a
column, column details for that channel appear in a popup.
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Interaction Supervisor
Supervisor differentiates between unanalyzed interactions and analyzed interactions with zero score, for Analyzer
keyword score aggregate statistics. No score indicates that the interaction is not being analyzed and a score of 0
indicates that the interaction is being analyzed but has not accumulated a score at this time.
•
The Agent Score column displays positive and negative totals for the agent channel of the conversation.
Positive totals indicate that one or more positively scored Keywords were detected. Negative totals indicate
that the agent spoke undesirable keywords that were negatively scored.
•
The Customer Score column displays similar totals, but for the customer channel of the conversation.
These columns display the number of recognized keywords and the combined positive and negative score for all
words recognized. They also display an icon representing positive/negative/neutral combined score. The tooltip on
each column displays the last positive/negative/keyword spotted during the current interaction. The column values
are updated as keywords are recognized.
How Interaction Analyzer Scoring is set up
1.
Interaction Analyzer Keywords Sets are defined in Interaction Administrator to define words and phrases
that Interaction Analyzer should listen for. At this time, keywords are weighted with positive or negative
values for each channel—the agent or customer side of the conversation.
2.
Next, Keyword Sets are assigned to a Workgroup configuration in Interaction Administrator. Keyword Sets
can be assigned to the customer channel, agent channel, or both.
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3.
When recorded conversations are replayed, Interaction Analyzer keyword hits appear as markers below the
waveform. Clicking on a marker plays back that portion of the clip, so that Administrators can easy review
what was said at detected points in the conversation.
For more information about Interaction Analyzer configuration, see the discussion of the Interaction Analyzer
container in Interaction Administrator Help.
Call Action Control
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Interaction Supervisor
The Call Action control often appears below a queue control so that the supervisor can select a queue object, and
then listen, coach the agent, record the conversation, join a conference, or perform basic telephony operations.
Each button in the Call Action Control toolbar performs a telephony action on selections in the currently displayed
queue. If an action cannot be performed, its button appears shaded. Whether or not a toolbar action is available is
controlled by the Security and ACL rights configured in Interaction Administrator.
Pickup
Answers the current interaction, or takes the interaction off hold.
Disconnect
Disconnects the selected interactions.
Transfer
Transfers the interaction to another user.
Join
Adds the Supervisor user to a call on any user or station queue that the manager has permission to
monitor. Both the agent and the customer can hear the manager's side of the conversation. When the
Join feature is used, Interaction Supervisor creates a conference call between the agent, the
connected party, and the Supervisor user.
Listen
Listens in on a call. For example, you can listen to a caller leaving a voice mail message, to a
conversation between two parties, or to a conference call. The parties being listened to may not be
aware that someone is listening to the call.
Interactive Intelligence, Inc. disclaims any responsibility for end-user or licensee to comply with
federal or state law restrictions regarding Record or Listen capabilities of CIC software. The licensee
hereby warrants and represents that the end-user or licensee will use the product in compliance with
any federal or state law.
Coach
Adds yourself to an agent's call on any user or station queue you have permission to monitor. This
enables you to provide advice to the agent without the customer knowing that you are assisting on
the call. The agent can hear your side of the conversation, but the customer cannot.
This feature is especially helpful to supervisors who are training new agents, monitoring employee
customer service performance, or simply providing assistance with a customer call.
If the agent presses the Mute button while you are coaching the agent, the customer no longer hears
the agent but the agent can continue to converse with you. The Mute button does not affect the
audio between the agent and the coach.
You must have permission to use the Coach feature and you must have permission to monitor
queues. If you have questions about your rights and permissions, see your Interaction Center
administrator.
The Coach button is shaded if the call is not in a state in which this action can be performed.
Record
Records the currently selected call. This recording is saved as a .wav file. Clicking Record the first time
starts the recording session for a call. Clicking Record again stops the recording session for a call.
You can press the Record button more than once to stop or continue recording your call. The CIC
client stores each part of the recorded conversation in separate .wav files, and sends them to you in
e-mail message attachments after you end the call.
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The Record button appears shaded if the call is not in a state in which this action can be performed or
if you do not have rights to record calls. Contact your CIC administrator if you need security rights to
use this feature.
Interactive Intelligence, Inc. disclaims any responsibility for end-user or licensee to comply with
federal or state law restrictions regarding Record or Listen capabilities of CIC software. The licensee
hereby warrants and represents that the end-user or licensee will use the product in compliance with
any federal or state law.
Pause
Pauses recording. Click Pause again to resume recording.
Snip
Creates a recording snippet. To have snip capabilities, your administrator must configure your user
account with the appropriate rights and licenses in Interaction Administrator. For more information,
see the Interaction Recorder and Interaction Quality Manager Technical Reference in the CIC
Documentation Library and the Interaction Administrator Help.
Private
Prevents other users from recording or listening to a conversation. Use of the Private feature may be
subject to your company's policies and should only be used in accordance with those policies. CIC
handler customization can be used to track the use of the Private feature to ensure compliance with
such policies.
Assistance
The assistance request feature allows a CIC client user to request help for an interaction from an
Interaction Supervisor user monitoring a queue. The Supervisor user can view information about each
request, such as the problem description. The Supervisors can then accept or ignore the assistance
request. See Manage Assistance Requests for more information.
Note: Interaction Client .NET Edition, Interaction Client Web Edition and Interaction Desktop support
assistance requests.
Note
Workgroup supervisors are configured in Interaction Administrator. Also, supervisors receive assistance requests only
if they are running Interaction Supervisor. They do not receive assistance requests if they are running only a CIC client.
In order for the request assistance process to work properly, at least one supervisor must be configured for your
workgroup in Interaction Administrator on the Roles/Supervisor tab and at least one supervisor for your workgroup
must be logged in.
Chart Control
Chart Control
Summary
Chart controls are used by graph views to render statistics as column, bar, or line graphs. The graph portion of the
chart presents the relation between different system statistics selected by the user for comparison. The optional
legend displays statistic values and active alerts.
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Interaction Supervisor
Customize a Chart
Right-click the chart control to display a shortcut menu of customization commands:
Edit Alerts…
Opens the Edit Alert dialog so that you can change the parameters of alerts. This menu
option is only enabled when the shortcut menu is opened by right-clicking on a statistic in
the legend.
Add/Remove…
Opens statistic and parameter selection dialogs used by the view.
Chart options…
Opens the Chart Options dialog, so that you can change the general appearance of the
graph. The items you can modify include the graph title, legend, and axis range information
in the graph.
Show Labels
Toggles display of labels in the graph section.
Graph type
Displays a sub menu with the following options:
Column graph
Displays a vertically oriented graph
Bar graph
Displays a horizontally oriented graph
Line graph (5 minutes)
Displays a marquee type line graph which spans 5 minutes
Line graph (30 minutes)
Displays a marquee type line graph which spans 30 minutes
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Line graph (4 hours)
Displays a marquee type line graph which spans 4 hours
Line graph (8 hours)
Displays a marquee type line graph which spans 8 hours
Line graph (24 hours)
Displays a marquee type line graph which spans 24 hours
Group By
Changes the axis used to display the chart. For example, a System Graph view allows
grouping by workgroup or statistic. When grouped by statistic, the example chart looks like
this:
Legend
Opens a submenu for setting options relating to the Legend section of the view:
Show legend
Display/hide the legend
Show values in legend
Show/hide the values in the legend
Bottom
Position the legend on the bottom of the graph
Left
Position the legend on the left of the graph
Right
Position the legend on the right of graph
For more information about Chart control customization options, see Chart Options dialog.
Chart Options dialog
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Interaction Supervisor
The Chart Options dialog customizes the appearance of a chart control. To open this dialog from a graph view,
select Chart Options… after right-clicking a chart control to display its shortcut menu.
The Chart Options dialog has three tab pages:
1.
General options set graph type, axis range, time interval for line graphs, background color, and the color of
both the grid and labels.
2.
Title options manage the title displayed on the graph. The title can be set to a custom value, and the font,
size and color of the text can be changed. These settings are not persisted if the user closes and re-opens a
new graph view.
3.
Legend options determine whether or not the legend section appears below the graph. The position of the
legend relative to the graph can also be changed, with the option to show or hide statistic values in the
legend. These settings are not persisted if the user closes and re-opens a new graph view.
Important—changes to chart settings are displayed immediately in the view, but do not become permanent until
you close the Chart Options dialog by clicking OK.
Chart Options Dialog – General page
Options on the General page sets graph type, time interval for line graphs, background color, and the color of both
the grid and labels. The customizations you can apply on this page are:
Change the Graph type Click the Line graph, Column graph, or Bar graph button.
To make zero values easier to distinguish, bar and column charts have a 3D effect
applied.
Column graphs display values as a vertical column of color.
Column graphs are updated every time a value changes on the
server.
Bar graphs display values as a horizontal column. Bar graphs
are updated every time a value changes on the server.
Line graphs display the values across time in a marquee type
rolling display. Line graph are updated regularly depending on
the total time displayed in the graph. If the user changes a line
graph to a column or bar graph, the graph continues to
accumulate and display values. This offers the opportunity to
return to the line graph later to see its line history.
Change the time
interval for a line
graph
Select a period from the Line graph period drop list. This option is available for line
graphs only. Periods range from 5 minutes to 24 hours.
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Change maximum
For column and bar graphs, axis range changes the maximum value displayed on the
value displayed on the axis. These settings are not persisted if the user closes and re-opens a new graph view.
Axis
Select Auto scale to use the default range, or enter and maximum axis value.
Change background
color
Click Background color control to open a menu of default colors.
Select a default color or click More colors… to select custom colors from a secondary
Colors dialog that allows selection of Standard Windows colors, or any combination
selected using a slider control. To apply a custom color selection, click OK.
Change grid and label Click the Grid and label color control. Its color selection options work identically to the
color
Background color control.
Hide Labels
To hide labels in the graph section, uncheck the Show labels check box.
Group by
Changes the axis used to display the chart. For example, a System Graph view allows
grouping by workgroup or statistic.
Chart Options dialog – Title page
Title options manage the title displayed on the graph. The title can be set to a custom value, and the font, size and
color of the text can be changed. These settings are not persisted if the user closes and re-opens a new graph view.
The customizations you can apply on this page are:
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Show or hide graph
title
To show or hide the title, check or uncheck the Show Title box. Checking this box
enables other title options on this page.
Change the graph title When Title Type is Default, the chart title is based on its type, and the text is Column
Graph, Bar Graph, or Line Graph. If you select Custom you can type your own title text
in the Custom Title box.
Change title font
Select a new font from the Font drop list.
Change title size
Select a new font size from the Size drop list.
Change title color
Click the Color control to open a menu of default colors.
Select a default color or click More colors… to select custom colors from a secondary
Colors dialog that allows selection of Standard Windows colors, or any combination
selected using a slider control. To apply a custom color selection, click OK.
Chart Options dialog – Legend page
The Legend page determines whether or not the legend section appears below the graph. The position of the legend
relative to the graph can also be changed, with the option to show or hide statistic values in the legend. These
settings re not persisted if the user closes and re-opens a new graph view. The customizations you can apply on this
page are:
Show or hide the
Legend
Legends are displayed by default. To hide the entire legend section of the graph,
check the Show legend box.
Show or hide statistic
values
The value of each statistic is shown in the legend by default. To remove values from
the legend, uncheck the Show values in legend box.
Reposition the Legend Three Placement buttons determine where the legend appears relative to the graph.
left, below, or to the
Click the button that is left, below, or right of the chart graphic.
right of the chart
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Related Views
Agent Graph view
System Graph view
Workgroup Graph view
Workgroup Directory control
Workgroup Directory control
Workgroup Directory controls display the status of individual workgroup members, such as each person's name,
time in status, logged in state, skills, and so on.
Add or Remove Columns
You can modify the selection of columns displayed by right-clicking a column heading to open a shortcut menu.
Standard columns
The standard columns are Name, First Name, Last Name, Company, Department, Extension,
Skills, Business Phone, Home Phone, and Mobile.
Status columns
Status-related columns in the Status Columns submenu are: Status, Status Notes, Until,
Forward Number, On Phone, Logged In, Time in Status, Status Summary or Activated.
Other columns
The Other Columns submenu adds columns for properties of a member entry, such as
Business Address, Business City, Assistant, Skills, and so on. See also: Directory Properties
dialog.
Filter Columns
To filter for specific values, text in boxes above each column.
Sort Columns
To change sort order, click on a column heading to sort by that column.
Resize Column Width
To resize a column, drag the edge of a column heading left or right to narrow or widen the column. Column headers
remain visible, even when there are no interactions to display. Customers can still adjust columns for personal
preferences.
Rearrange Columns
To change the order of columns, drag and drop a column heading to a new location.
View Skills
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The Skills column displays skills owned by each user and with workgroup skills. If the Skills column is not displayed,
right-click a column heading and select Other Columns > Skills from the shortcut menu. The Skills column makes it
easy to identify persons who have a specific skill.
The Skills column displays skills associated with each agent. Multiple skills are delimited by commas. Skills belonging
to the user's workgroups appear first, followed by the skills of the user. If sorting by skills, standard alphabetical order
on the entire content of the skill field is used.
A right click context menu item (Display Skill Set) displays the entire list of
skills, their proficiency and the desire to use them. If a user has the same
skill in two different workgroups with different proficiency and desire to
use, they will both appear in the user skills dialog box.
Filter capability is provided. If you type a filter string at the top of the
column, only the agents with the filtered skill will appear. The filter is case
independent. When the directory is paged, the filtering is done by the
server, otherwise it is done locally.
Skills display is dynamic in the contact directory list and static in the user
list skills dialog box.
Display a User's Skills, Desire to Use, and Proficiency
To view a person's skills, desire to use and proficiency:
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1.
Right-click a user row in the directory.
2.
Then select Display skill set. Information about the users' skills is displayed in the Skills List dialog.
Skills List dialog
The Skills List dialog displays skills associated with a workgroup user, along with the proficiency and desire to use
each skill. To display this dialog, right click a user row in a Workgroup Directory control. Then select Display skill set.
If a user has the same skill in 2 different workgroups with different proficiency and desire to use, they will both appear
in this dialog.
Skill
A skill defines an ability that individual agents may or may not have, such as special training or certification, expertise
with a particular product, or the ability to speak a foreign language. Skills are defined in Interaction Administrator, by
expanding the People container and then selecting the Skills view. See Interaction Administrator Help for more details.
Proficiency
Proficiency indicates overall ability to apply the skill, expressed as a number between 1 and 100. Higher numbers
indicate greater proficiency.
Desire to use
Desire to Use is also a number between 0 and 100, that indicates how willing the user or workgroup is to use the
skill. For example, all agents may have a high level of proficiency with a particular skill (such as technical support) but
may have very little desire to use that skill in an ACD environment. Higher numbers indicate greater desire to use a
skill.
Close
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Dismisses the dialog.
Full Screen and Slide Show Modes
IC Business Manager provides two View menu commands that work well with Supervisor views:
View > Full Screen Mode maximizes the application window while hiding menus and toolbars unless the mouse
pointer is positioned over the area of the screen where menus are normally displayed. To exit Full Screen Mode,
position the mouse pointer at the top of the window to reveal menus. Then click the Full Screen button.
View > Show Slide Show cycles between views in the current workspace every 8 seconds. This marquee mode is
useful for monitoring multiple views without docking them adjacent to one another. To exit Slide Show mode,
position the mouse pointer at the top of the window to reveal menus. Then click the Show Slide Show button.
Using the Listen to Queue feature
The Listen to Queue feature provides the means to continuously listen to a line, station, user or workgroup queue.
When you begin listening, Supervisor initiates a queue watch that automatically picks up the next longest call in the
queue.
The "Listen to Queue" feature is also called "Queue Monitor". Hence an 'active queue monitor' means "a queue that is
currently being listened to by this feature".
To invoke this feature, select Listen to queue from the Tools menu, or choose Listen to queue from the context
menu associated with a list of queues.
You may also invoke this feature by clicking the status bar at the bottom right of a queue view:
The Listen to Queue dialog appears when invoked using any of these methods.
The Listen to Queue dialog
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Selecting the Listen to Queue command opens a dialog that allows for selection of Queue Type and Queue name. By
default, no listening takes place until selections are made, and the Start Listening button is pressed.
When this dialog is invoked from the status bar, and the active view is a queue view, that view's queue type and name
are pre-selected.
Queue Type
Selects a collection of interactions related to a line, user, station or workgroup queue.
Queue
Displays names of queues of the selected type.
Start Listening button
Initiates a queue watch that automatically picks up the next longest call in the queue.
•
If there are no calls in a queue, the algorithm exits without starting a listen, but new interactions in the queue
will be picked up automatically. The Listen to queue dialog displays this informative text:
•
There are currently no calls on this queue. Listen will start when calls appear on the queue.
•
If the queue contains more than one connected interaction, the oldest interaction that had not been listened
to is selected.
•
To prevent one supervisor listening to the same interaction more than once, those supervisors that listened
to an interaction are stored in a custom attribute.
Once listening begins, the Listen to queue dialog offers additional functionality. It displays which queue is being
monitored and which call is currently listened to. You can copy these details to the clipboard, display additional
information (properties about the interaction), or skip to the next call to listen to.
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Here's how the Listen to queue dialog appears when listening to a call. As you can see, it is used to start and stop
listening to a queue, including the selection of the queue.
When listening in in effect, the status shown in the status bar shows:
•
The queue being monitored
•
The call being listened to (if any)
•
The state of the monitoring (not monitoring, monitoring, paused because of call on user's queue)
•
The status bar can be clicked open the Listen to queue dialog
Manage Alerts
Manage Alerts
Alerts enhance Interaction Supervisor's ability to report real-time information. An alert notifies when a statistic enters
a user-defined threshold, is within bounds, or is no longer within a range of values.
Alerts for telephone calls can be based on calls longer than a specific duration, average hold time greater than a given
value, and many other metrics. Moreover, alerts can be set for any statistic in Supervisor. For example, an IT
administrator can set an alert that notifies when server disk space falls below a minimum threshold.
Alerts can be displayed in Supervisor using color coded icons and text attributes to highlight a metric. Alerts can
optionally send email notifications, play sounds, or invoke a handler.
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A statistic can have multiple alert conditions, each with its own alert action and notification options. For example, an
alert can have a condition that warns when a non-critical threshold is reached, and another that sends email
notifications when critical conditions exist.
Alert-Related Procedures
Alert-Related Dialogs
Add an Alert
Add/Edit Alert dialog
Edit an Alert
Delete an Alert
View Active Alerts command
Manage all alerts at once
Add/Edit Alert Condition dialog
Add/Edit Alert Action dialog
Edit Alert Font Color dialog
Play a sound on Alert dialog
Send an Email on Alert dialog
Current Active Alerts dialog
Manage Alerts dialog
Add an Alert
Configuring Interaction Supervisor to set an alert provides notification when a particular metric enters, is within
bounds, or is no longer within a user-defined range of values. Alerts can be displayed in Supervisor using color coded
icons and text attributes to highlight a metric. Alerts can optionally send email notifications, play sounds, or invoke a
handler.
To set an alert for any statistic:
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1.
Right-click a statistic control in the view. Then select Edit Alerts… from the shortcut menu. The Add/Edit
Alert dialog appears. The dialog allows you to choose a statistic and any parameters that apply to it.
2.
Optionally select a different statistic to base the alert on, by selecting from the Statistic drop list.
Interaction Supervisor
3.
Fill in statistic parameters as needed. The appearance of the Add/Edit Alert dialog varies, since statistics use
parameters to quantify what the statistic displays information about. For example, a statistic for Longest Talk
Time has three parameters: workgroup, agent, and period interval (such as current shift). In this case,
parameters scope the Longest Talk Time statistic to a particular agent, workgroup queue, and time frame.
Other statistics require different parameters.
Since the dialog prompts for parameters relating to the statistic selected, so you will see different
parameters listed under Statistic Parameters. These should be self-explanatory. You may be prompted to
select a workgroup, for example.
4.
Click Add to establish the alert.
5.
The Add/Edit Alert Condition dialog appears. The appearance of this dialog, available alert conditions, and
criteria you must supply to quantify the condition, is based on the data type of the statistic. Therefore
options on the dialog vary.
a.
Select an Alert Condition to evaluate the statistic against. The Alert Conditions column in the table
below lists alert conditions by statistic data type. The Criteria you must supply column lists criteria
you must supply to configure an alert for each possible condition.
Type of Statistic
Alert Conditions
Criteria you must supply
Boolean statistics
The value is 'True', 'Yes', '1' or
similar
No criteria are required by Boolean alert
conditions
The value is 'False', 'No', '0' or
similar
Has a value
Not set
Numerical statistics
(integer, double and percent)
Timespan statistics
Trigger alert when value is less
than the maximum
Maximum value
Trigger alert when value is
between the minimum and the
maximum
Minimum and Maximum values
Trigger alert when value is larger
than the minimum
Minimum value
Has a value
No criteria are required by this alert
condition
Not Set
No criteria are required by this alert
condition
The value must be less than the
maximum
Maximum time value, expressed in days,
hours, hours, and minutes (ddd:hh:mm:ss)
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(Duration, Time Duration,
Future Duration, Finite
Duration)
The value must fall between a
minimum and a maximum
Minimum time value, expressed in hours,
minutes and seconds (hh:mm:ss)
Maximum time value, expressed in days,
hours, hours, and minutes (ddd:hh:mm:ss)
String statistics
b.
The value is larger than the
minimum
Minimum time value, expressed in hours,
minutes and seconds (hh:mm:ss)
Has a value
No criteria are required by this alert
condition
Not Set
No criteria are required by this alert
condition
The value is equal to a string
Character string
The value is not equal to a string
Character string
The value contains a substring
Character string
The value does not contain a
substring
Character string
The value matches a prefix
Character string
The value does not match a
regular expression
Any regular expression.
Has a value
No criteria are required by this alert
condition
Not Set
No criteria are required by this alert
condition
Specify criteria required by the alert condition (see Criteria column in above table). Icons next to
input fields indicate acceptable ranges and invalid conditions.
When clicked, the blue icon displays the acceptable range of criterion. If you supply a value that is
out of range, a red icon is shown. Click on it to find out what is invalid. The dialog's "OK" button is
disabled when values are out of range.
c.
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Optionally select an Alert severity level. This setting colorizes an icon to match predefined severity
levels. This icon appears in statistic controls when the alert is triggered. No icon is shown by default.
The severity levels are:
Interaction Supervisor
Normal
6.
Minor
Major
Warning
Critical
Click Add. The Add/Edit Alert Action dialog appears. Use it to define actions the alert will execute when the
alert condition is triggered.
The actions you can select are:
•
Show the statistic with a different font and colors. When this action is selected, the Edit Alert Font Color
dialog prompts for text color, background color, and font weight. The statistic control's value field will
change to the selected font color, background color and font weight when the alert is triggered.
•
Play a sound on the computer that runs Supervisor. When this action is selected, the Play a sound on
Alert dialog prompts for sounds to play when the statistic enters the alert condition, when its value changes
within the condition, and when the value exits the condition. You can select sounds by clicking a folder icon,
or preview sounds by clicking a speaker icon.
•
Send an email to one or more recipients. When this action is selected, the Send an Email on Alert dialog
prompts for the names of email recipients, and whether to send emails when the statistic enters the alert
condition, or exits the condition, or when its value changes within the condition.
•
Execute a custom hander. When this action is selected, the Execute a Custom Handler on Alert dialog
prompts to initiate a handler when the statistic enters or exits the alert condition.
•
Send a client memo to selected recipients. Use this alert action to send an informational message, called a
client memo, to CIC client users or workgroups. It opens the Client Memo dialog, so that you can configure
the message, for example to appear in the CIC client as a notification along the bottom edge of the client
window, or as a desktop alert (toast pop-up). For example, a Supervisor user might configure an alert to send
a client memo when there are too many calls in queue, or when a queue's wait time is too long. Note that
client memos can be sent directly without configuring an alert—for details, see Manage Client Memos.
Note: Interaction Client .NET Edition, Interaction Client Web Edition and Interaction Desktop support client
memos. However, Interaction Client Web Edition does not support pop-ups.
7.
Configure options for the selected action type.
8.
Click OK to dismiss the Edit Alert Action dialog. If the OK button is not enabled, you have not completed all
required elements in the current dialog.
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9.
Optionally repeat steps 5-8 to add additional alert conditions and actions. This makes it possible to create an
alert that performs more than one action. Actions are listed in the Alert actions pane of the Edit Alerts dialog.
•
To modify actions, double click any existing alert action to reopen the Edit Alert Action dialog with
the action pre-selected. The only alert action for which this is not true is the Alert severity action. To
change that selection, you must use the Alert Severity drop down.
•
To edit the selected action, click Edit or double-click a condition in the Alert actions list.
•
To remove an action, select it. Then click Remove. You are asked to confirm this operation.
10. Click OK to close the Edit Alert Condition dialog.
11. Click OK again to dismiss the Edit Alert dialog. In the view, an icon for the alert will appear next to the
statistic. You can click the icon next to the stat to display a window listing all alert conditions and actions you
have set. To edit these settings, right-click the statistic and select Edit Alerts.
Edit an Alert
There are several ways to edit an alert. Editing an alert when you want to change alert parameters, actions, or the
statistic the alert is based on. Once an alert is opened for editing, the Add/Edit Alert dialog will appear. See Add an
Alert for procedural instructions.
Note: If you have the Master Administrator right, then you can edit the alerts for another user.
Shortcut Method
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Most views provide a shortcut menu. Right-click the statistic whose alert you wish to edit. Then choose Edit Alerts…
from the shortcut menu. In graph views, you must right click the statistic control that appears in the legend for the
chart. The Add/Edit Alerts dialog will appear.
Edit Alert from the Current Active Alerts dialog
Alerts can be edited from the Current Active Alerts dialog, which appears when the View Active Alerts command is
invoked.
Select an alert. Then click Edit the current alert. The Add/Edit Alert dialog will appear.
Edit Alert from the Manage Alerts dialog
If you are managing all alerts at once, the Manage Alerts dialog is displayed. If necessary, expand an alert set. Select
the alert. Then click Edit.
Delete an Alert
There are several ways to delete an alert. You can use a shortcut menu, delete an alert when the Current Active Alerts
dialog is open, or delete an alert when the Manage Alerts dialog is open.
Note: If you have the Master Administrator right, then you can delete the alerts for another user.
Shortcut Method
1.
Most views provide a shortcut menu. Right-click the statistic whose alert you wish to edit. In graph views,
you must right click the statistic control that appears in the legend for the chart.
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2.
Choose Edit Alerts… from the shortcut menu. The Add/Edit Alerts dialog appears.
3.
Select the alert to remove by clicking a row below Static Parameters. The click Remove. You are asked to
confirm removal of the selected alert condition:
When all alert conditions are removed using this method, the alert is deleted.
Delete Alert from the Current Active Alerts dialog
Alerts can be removed using the Current Active Alerts dialog, which appears when the View Active Alerts command is
invoked.
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1.
Select an alert. Then click Edit the current alert. The Add/Edit Alert dialog will appear.
2.
Select the alert to remove by clicking a row below Static Parameters. The click Remove. You are asked to
confirm removal of the selected alert condition:
Interaction Supervisor
Once all alert conditions are removed using this method, the alert is deleted.
Delete Alert from the Manage Alerts dialog
If you are managing all alerts at once, the Manage Alerts dialog is displayed.
If necessary, expand an alert set to display the alert.
1.
Right-click the Alert. Then choose Remove Alert from the shortcut menu, or select the Alert and then click
the Remove button.
2.
Click Yes to confirm removal of the Alert.
View Active Alerts command
To view alerts you have set that are currently active:
1.
Select View Active Alerts from the Tools menu. The Current Active Alerts dialog appears. It displays the
statistic each currently active alert is based on, parameters used to set the alert, date and time when the alert
was received, and the current value of the statistic when the alert triggered.
2.
To edit an alert from this dialog, select an active alert. Then click Edit the current alert. The Add/Edit Alert
dialog will appear. See also: Edit an Alert.
3.
When you are finished, click Close to dismiss the dialog.
Manage all alerts at once
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Interaction Supervisor provides a command that helps users administer all of their alerts in one dialog. The user can
view alerts they have set up, edit, and remove alerts. Users can optionally see all alerts in the system, including alerts
set by other users.
To manage all alerts at once:
1.
Select Manage Alerts from the Tools menu. The Manage Alerts dialog appears.
Alerts are organized by alert set. Text entry boxes at the top of the dialog filter the result set, allowing alerts
in all categories to be filtered down to only those containing a matching search string.
2.
To see all alerts in the system, select the Show all alerts in the system check box.
Note: This option appears only if you have the Master Administrator right, which is configured in Interaction
Administrator. For more information about security rights, see the Interaction Administrator help.
3.
To manage any alert in the list, expand an alert set and select the alert. Then click Add, Edit, or Remove.
Note: You can edit and delete an alert for another user only if you have the Master Administrator right. For
more information about security rights, see the Interaction Administrator help.
4.
When you are finished, click Close to dismiss the dialog.
Alert-related dialogs
Alert-related dialogs
The following dialogs appear when an alert is added, opened for editing, when active alerts are viewed, or when all
alerts are managed from one dialog.
Dialog
Usage
Add/Edit Alert dialog
Manages multiple alert conditions for a statistic.
Add/Edit Alert Condition dialog
Sets a single alert condition, icon display, and parameters.
Add/Add an Alert Action dialog
Selects the action performed when the alert condition is met
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Edit Alert Font Color dialog
Configures text attributes of the alert.
Play a sound on Alert dialog
Configures audio to play for an alert.
Send an Email on Alert dialog
Configures email notifications sent by an alert.
Execute a Custom Handler on Alert dialog
Configures invocation of custom handler by an alert.
Current Active Alerts dialog
Displays list of active alerts set by the current user.
Manage Alerts dialog
Displays all alerts set by the user and optionally all alerts set on
the system.
Add/Edit Alert dialog
This dialog allows alert conditions to be added for a statistic. The Add/Edit alerts dialog appears when an alert is
added or edited. The example above shows a statistic that has two alert conditions set. Clicking the row for an alert
condition enables the Edit button.
Statistic group
Selects the statistic group used to categorize similar types of statistics.
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Statistic
Selects a statistic within the selected group to base an alert upon.
Statistic Parameters
Statistics have parameters that quantify what the statistics displays information about. For example, a statistic for
Longest Talk Time has three parameters: workgroup, agent, and period interval (such as current shift). This configures
the statistic to a particular agent, workgroup queue, and time frame.
Supervisor prompts for parameters that apply to the type of statistic selected. For this reason, you will see different
parameter prompts in this section of the dialog.
Alerts list
Rows in this list correspond to previously set alert conditions. An alert condition specifies how the alert is triggered
(between two values, exceeds a value, etc.), the severity of the alert, which determines the color of the alert icon, and
actions to take when the alert is triggered.
To edit an alert, click on its row to enable the Edit… button. Pressing that button opens the Add/Edit Alert Condition
dialog.
Add button
Opens the Add/Edit Alert Condition dialog to create a new alert condition.
Edit button
Opens the Add/Edit Alert Condition dialog to edit a selected alert condition.
Remove button
Removes the selected alert condition.
OK button
Saves changes and dismisses the dialog.
Cancel button
Closes the dialog without saving changes.
Add/Edit Alert Condition dialog
The Add/Edit Alert Condition dialog manages an alert condition when an alert is added or edited. The appearance of
this dialog, available alert conditions, and criteria you must supply to quantify the condition, is based on the data
type of the statistic.
Use this dialog box to:
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•
Select a condition to evaluate the statistic against.
•
Prompt for criteria required by the condition, such as a maximum value.
•
Assign a severity level to the alert: Normal, Minor, Major, Warning, or Critical.
•
Prompt to define actions the alert will execute when it is triggered.
Interaction Supervisor
1 Selects an Alert Condition which affects the criteria you are asked to supply.
2 Sets Severity of the alert to Normal, Minor, Major, Warning, or Critical
3 Lists Actions this alert will perform when triggered
4 Adds an Action the alert will perform when triggered.
5 Edits selected Action.
6 Deletes selected Action.
To complete this dialog
1. Select an Alert Condition. The table below lists alert conditions by statistic data type, and criteria you must supply
to configure an alert for each possible condition.
Type of Statistic
Alert Conditions
Criteria you must supply
Boolean statistics
The value is 'True', 'Yes', '1' or
similar
No criteria are required by Boolean alert conditions
The value is 'False', 'No', '0' or
similar
Has a value
Not set
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Numerical statistics
(integer, double and
percent)
Trigger alert when value is less
than the maximum
Maximum value
Trigger alert when value is
between the minimum and the
maximum
Minimum and Maximum values
Trigger alert when value is larger Minimum value
than the minimum
Timespan statistics
Has a value
No criteria are required by this alert condition
Not Set
No criteria are required by this alert condition
The value must be less than the
maximum
Maximum time value, expressed in days, hours, hours,
and minutes (ddd:hh:mm:ss)
(Duration, Time Duration,
Future Duration, Finite
The value must fall between a
Duration)
minimum and a maximum
Minimum time value, expressed in hours, minutes and
seconds (hh:mm:ss)
Maximum time value, expressed in days, hours, hours,
and minutes (ddd:hh:mm:ss)
String statistics
The value is larger than the
minimum
Minimum time value, expressed in hours, minutes and
seconds (hh:mm:ss)
Has a value
No criteria are required by this alert condition
Not Set
No criteria are required by this alert condition
The value is equal to a string
Character string
The value is not equal to a string Character string
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The value contains a substring
Character string
The value does not contain a
substring
Character string
The value matches a prefix
Character string
The value does not match a
regular expression
Any regular expression.
Has a value
No criteria are required by this alert condition
Not Set
No criteria are required by this alert condition
Interaction Supervisor
2. Specify criteria required by the alert condition (see table). Icons next to input fields indicate acceptable ranges
and invalid conditions.
When clicked, the blue icon displays the acceptable range of criterion. If you supply a value that is out of range, a red
icon is shown. Click on it to find out what is invalid. The dialog's "OK" button is disabled when values are out of range.
3. Select an Alert severity level. This setting colorizes an icon to match predefined severity levels. This icon appears
in statistic controls when the alert is triggered. No icon is shown by default. The severity levels are:
Normal
Minor
Major
Warning
Critical
Buttons on this dialog
Add…
Optionally adds an action for the alert to perform when triggered. This opens the Add/Edit Alert Action dialog.
Edit…
Opens appropriate dialog for editing the selected alert action (font color, play sound, send email, execute custom
handler, etc.)
Remove
Removes the selected alert action. You are prompted to confirm this operation.
OK
Saves changes and closes the dialog.
Cancel
Closes the dialog without saving changes.
Add/Edit Alert Action dialog
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This dialog selects the action performed when the alert condition is met.
Select an alert action from this drop down to proceed
This drop down selects and alert action, and opens a configuration dialog for that type of action.
•
Shows the statistic with a different font and color. When this action is selected, the Edit Alert Font Color
dialog prompts for text color, background color, and font weight. The statistic control's value field will
change to the selected font color, background color and font weight when the alert is triggered.
•
Play a sound on the computer that runs Supervisor. When this action is selected, the Play a sound on
Alert dialog prompts for sounds to play when the statistic enters the alert condition, when its value changes
within the condition, and when the value exits the condition. You can select sounds by clicking a folder icon,
or preview sounds by clicking a speaker icon.
•
Send an email to one or more recipients. When this action is selected, the Send an Email on Alert dialog
prompts for the names of email recipients, and whether to send emails when the statistic enters the alert
condition, or exits the condition, or when its value changes within the condition.
•
Run a custom hander. When this action is selected, the Execute a Custom Hander on Alert dialog prompts
to initiate a hander when the statistic enters the alert condition, exits the condition, when the alert changes,
and optionally when its value changes within the condition range. Custom handler parameters can be
entered in a text box. Depending on the programmed action behavior, the handler will be invoked when the
condition is met, the value changes while the condition is met, or the condition becomes false.
•
Send a client memo to selected recipients. Use this alert action to send an informational message, called
a client memo, to CIC client users or workgroups. It opens the Client Memo dialog, so that you can configure
the message, for example to appear in the CIC client as a notification along the bottom edge of the client
window, or as a desktop alert (toast pop-up). For example, a Supervisor user might configure an alert to send
a client memo when there are too many calls in queue, or when a queue's wait time is too long. Note that
client memos can be sent directly without configuring an alert—for details, see Manage Client Memos.
Note: Interaction Client .NET Edition, Interaction Client Web Edition and Interaction Desktop support client
memos. However, Interaction Client Web Edition does not support pop-ups.
OK button
Closes the configuration dialog for the selected alert action.
Cancel button
Closes this dialog without configuring an alert action.
Edit Alert Font Color dialog
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Options on this dialog control the appearance of statistic text when the alert is active. The Sample field indicates what
the text will look like when the alert is triggered.
Text Color
Sets the foreground color to display when the alert is active.
Background Color
Sets the background color to display when the alert is active.
Font Weight
Sets the font weight to Bold, Default, or Normal, to control the appearance of text when the alert is active.
OK button
Closes the dialog, saving text attributes.
Cancel button
Closes the dialog without saving text attributes.
Play a sound on Alert dialog
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Use this dialog to play sounds when the value of the statistic enters the range of a condition, changes within the
condition, or exits the range of a condition. For each option, you can type or select the full path to a recording, or
listen to the sound file.
Icon
Description
Indicates that a playback option is not checked and no validation of the audio file was performed.
Indicates that the path or filename is invalid.
Indicates that the audio file is valid.
Opens a File selection dialog. Use to navigate to an audio file instead of typing its full path manually.
Plays the selected audio file.
Plays a sound when entering the condition
Check to play a wave audio file when the value of the statistic enters the range defined for the alert.
Play a sound while alert condition is within range
Check to play a sound when the alert is within range of the condition, and its value changes within that range.
Plays sound when exiting the condition
Check to play audio when the value of the statistic exits the range defined for the alert.
OK button
Closes the dialog and puts alert properties into effect.
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Cancel button
Closes the dialog without setting alert properties.
Send an Email on Alert dialog
This dialog configures an alert to send Email messages. Messages can be sent when the value of the statistic enters or
exits the range of the alert condition, or when parameters of the alert are changed by someone else. Here's an
example e-mail message sent by an alert.
Event : Range Exited
Statistic : Time in status
Statistic Parameters:
•
Workgroup = Development
•
Status = At Lunch
Value : N/A
Lower Range : 0s
Upper Range : 1m 55.0s
Server: INDYDEVIC2
Owned By: John Doe
Alert ID: 27015460-5018-456e-a68d-e7c16426d18f
Send an email on entering the condition
Sends an Email when the value of the statistic enters the condition defined for the alert.
Send an email on exiting the condition
Sends an Email when the value of the statistic exits the condition defined for the alert.
Send an email when the statistic value changes within the condition range
Sends an Email every time that a value within the range of the alert changes. Use this option carefully, since it can
potentially generate many messages.
Email recipients
Type one or more or more email addresses in this field, separated by semicolons.
OK button
Closes the dialog and puts alert properties into effect.
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Cancel button
Closes the dialog without setting alert properties.
Execute a Custom Handler on Alert dialog
This dialog configures an alert to execute a handler when the alert condition is entered, exited, when statistics change
within the range of the condition, or when someone reconfigures the alert itself.
Initiate handler on entering the condition
Initiates a handler when the statistic enters the range specified by the alert condition. "Entering" the condition is
independent from which direction it approaches the alert range.
Initiate handler on exiting the condition
Initiates a handler when the alert condition is no longer met. "Exiting" the condition is independent from which
direction the statistic leaves the alert range.
User data passed to handler
Information passed to the handler as payload.
OK button
Closes the dialog and puts alert properties into effect.
Cancel button
Closes the dialog without setting alert properties.
Client Memo dialog
The Client Memo dialog composes a message to send from Interaction Supervisor to CIC client users. Messages can
be addressed to any combination of workgroups or agents. A Client Memo is not an email message. A client memo
appears in a CIC client as a notification along the bottom edge of the client window, or as a desktop alert (toast popup). See Manage Client Memos for more information.
Note: Interaction Client .NET Edition, Interaction Client Web Edition and Interaction Desktop support client memos.
However, Interaction Client Web Edition does not support pop-ups.
Supervisor users can send client memos in two ways:
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•
By creating an alert with a client memo action. The memo is sent when the alert is in range. .
•
Using the Client Memo Management dialog, opened using the Tools > Client Memos command. Once the
memo is added, it is sent immediately. See Manually create Client Memo.
•
The appearance of the Client Memo dialog varies depending upon the method used to configure the
message:
Appearance when client memo is configured as an alert
action.
Appearance when composed from the Client Memo
Management dialog.
Controls
Alert Action drop list (Client Memo Alerts only)
When client memos are configured as alert actions, the dialog offers a drop list that allows the user to select a
different action:
Memo Name
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Text field used to name this memo. The description typed here is listed in the Client Memo Management dialog to
help identify the memo when it is listed with other memos.
To…
Click this button to address the memo to any combination of Users and Workgroups. It opens the Select Client Memo
Recipients dialog.
Memo details
The text typed here will be displayed to recipients in the CIC clients.
Expires at
Expiration options appear in the dialog only if the memo is composed from the Client Memo Management dialog.
When checked, users can set a date and time when the message will automatically expire, meaning that it is
automatically removed from the CIC clients.
Send As drop list
Selects the manner in which the message will be displayed in the CIC clients; either as a desktop alert (pop-up) or as a
scrolling notification along the bottom edge of the client window.
•
If the memo is sent as a notification, it is displayed at the bottom of the CIC client window. Messages move
into the notification area by rotating in from the bottom while the current message rotates out the top. To
allow time for the user to read the message, there is a pause of several seconds between the time the
message is fully rotated in and the time it begins cycling to the next message.
•
If the memo is sent as a desktop alert, it appears in the CIC client as a pop-up window (sometimes called
toast) in the lower right–hand corner of the Windows desktop. Desktop alerts remain on screen until the user
closes them or the Supervisor removes them.
Sound
When checked, allows selection of warning, information, or error sounds to play when the memo is displayed in the
CIC clients. You can optionally click the speaker icon to preview the selected sound.
Icon
Selects an icon to display with a desktop alert message. When this option is checked, you can browse the Resources
folder on the CIC server for icon files.
URL
Check this box when you want the message to send a URL to the recipient. It enables the URL field so that a URL may
be typed in.
OK button
When composing an alert, this button closes the dialog, returning control to the Add/Edit Alert Condition dialog. The
message will not be sent until the alert triggers. When composing a memo using the Client Memo Management
dialog, the message is sent immediately.
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Cancel Button
Closes the Client Memo dialog, discarding changes.
Current Active Alerts dialog
The Current Active Alerts dialog displays a list of your active alerts. It displays the statistic each currently active alert
is based on, parameters used to set the alert, date and time when the alert was received, and the current value of the
statistic when the alert triggered.
Open this dialog
Pull down the Tools menu. Then select View Active Alerts. See also View Active Alerts command.
Edit an alert
Select an alert. Then click Edit the current alert. The Add/Edit Alert dialog will appear.
Dismiss the dialog
Click Close to dismiss the dialog.
Manage Alerts dialog
Use the Manage Alerts dialog to manage all of your alerts at once. To open this dialog, choose Manage Alerts from
the Tools menu. It lists alerts you have set up, and optionally, all alerts in the system set by other users. You can add
a new alert for any statistic, and optionally edit and remove your alerts. When the Manage Alerts dialog opens, alerts
are displayed in a collapsed tree fashion instead of an expanded tree initially.
Filter options
Alerts are organized by alert set. The columns in the list are sortable, but are not configurable. You cannot add or
remove columns. To sort a column, click on its column name.
To filter the result set, type in text boxes at the top of the dialog. This filters down alerts in all categories to only those
containing a matching search string.
Add New Alert
To add a new alert, click Add. See Add an Alert for procedural help.
Edit an Alert
If necessary, expand an alert set. Then select the alert. Click Edit. See Edit an Alert for procedural help.
Delete an Alert
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1.
If necessary, expand an alert set before selecting an alert. Click Remove.
2.
Click Yes to confirm the operation. The alert is removed.
Users cannot remove their default alert set. If you select your owner default alert set and click Remove, it has no
noticeable effect.
Show all alerts in the system
Note: Only CIC master administrators can see all alerts in the system. If you are not a master administrator, then the
Show all alerts in the system check box does not appear.
To display all alerts in the system, including alerts set by other users:
1.
Check Show all alerts in the system. You are asked to confirm this operation, because it introduces
performance overhead.
Note: The Show all alerts in the system check box is only available when the user is configured as a master
administrator in Interaction Administrator.
2.
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Click Yes to proceed. Alerts for all users are displayed. Note that the Edit and Remove buttons are disabled.
You cannot modify or remove alerts set by other users.
Interaction Supervisor
Dismiss the dialog
When you are finished, click Close to dismiss the Manage Alerts dialog.
Manage Assistance Requests
Manage Assistance Requests
The Assistance Request feature in Interaction Supervisor and the CIC clients is used by agents to contact a
Supervisor for help on an interaction. Assistance requests initiate a chat between an ACD agent and one or more
supervisors with regard to a particular interaction on the agent's queue.
Note: Interaction Client .NET Edition, Interaction Client Web Edition and Interaction Desktop support assistance
requests.
New requests generate notifications displayed to persons who are currently running Interaction Supervisor and who
are supervisors of the workgroup that the interaction is on. Each workgroup supervisor can choose whether to
respond to individual requests. When a supervisor responds to a chat, the supervisor can exchange textual messages
with the agent, and optionally use call action controls to listen, coach, join, record, pause, pickup, or disconnect
interactions.
•
There can only be one assistance request for an interaction at any given time.
•
The user may request assistance multiple times for the same interaction as long as any prior requests are
completed prior to beginning a new request.
Supervisors receive assistance notifications only if they are running Interaction Supervisor in CIC Business Manager.
They do not receive assistance notifications if they are running only a CIC client. In order for the request assistance
process to work properly, at least one supervisor must be configured for a workgroup in Interaction Administrator,
and at least one supervisor for the workgroup must be logged in.
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Assistance requests from an agent's perspective
In a CIC Client, an agent requests assistance as follows:
1.
The agent selects a call or web chat in the CIC client's My Interactions list, and then clicks the Assistance
button. Alternately, the agent can right-click the interaction and choose Request Assistance from a shortcut
menu. The Request Assistance dialog appears.
The Assistance button may or may not be available in Interaction Client, depending on security rights assigned
in Interaction Administrator. To see this button, the Assistance Interaction Command right must be selected
for the agent's workgroup, role, or user record. To enable this button, the Request Assistance from
Supervisors right must also be assigned. Even with these rights, the Assistance button is enabled only for
ACD-routed interactions. The button appears shaded if the interaction is not in a state in which the action can
be performed.
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2.
The agent types a brief explanation of why he needs assistance from a supervisor.
3.
The agent clicks Send. Afterward the agent can monitor the status of the request in the Request Assistance
dialog to see if a workgroup supervisor will assist with the interaction.
Interaction Supervisor
Assistance Requests from a supervisor's perspective
1.
When an agent initiates an assistance request, the workgroup supervisor receives a toast notification in
Interaction Supervisor. The toast notification closes automatically if another supervisor responds to the
request.
At this time, the status bar is also updated to show the current number of assistance requests for all
workgroup queues this supervisor supervises.
Supervisors should check the number of assistance requests in the status bar immediately after logging in. If
there are active requests, the supervisor can select View Assistance Requests from the Tools menu to
manage requests using the Agent Assistance dialog. Toast notifications are not displayed for requests sent
while the supervisor was logged out, to prevent a supervisor from receiving an undesirable number of toast
notifications. There is also a 30 second time out on the toast notifications. If a supervisor does not respond
within that time frame, the toast notification will be removed and the supervisor will need to use the View
Assistance Requests option from the Tools menu.
2.
The supervisor responds to the notification by clicking a link:
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•
Respond opens the Respond to Assistance Request dialog, to give immediate assistance and feedback to
the user. The supervisor can text chat with the agent, and use call action controls to listen, coach, join,
record, pause, pickup, or disconnect the interaction.
•
Ignore disregards the message and dismisses the assistant request toast.
•
Manage Assistance Requests opens the Agent Assistance dialog, which displays all assistance requests for
workgroups the supervisor has responsibility for. The supervisor can select a request to answer, and assist
multiple agents at the same time.
Respond to Assistance Request dialog
The Agent Assistance dialog is used when supervisors are assisting an agent.
The top pane displays a list of message between the agent and the supervisor. Supervisors can send text messages to
the agent by typing into a text box and clicking Send. Call action controls allow the supervisor to listen, coach, join,
record, pause, pickup, or disconnect the interaction.
Listen
Listens in on a call. For example, you can listen to a caller leaving a voice mail message, to a
conversation between two parties, or to a conference call. The parties being listened to may not
be aware that someone is listening to the call.
Interactive Intelligence, Inc. disclaims any responsibility for end-user or licensee to comply with
federal or state law restrictions regarding Record or Listen capabilities of CIC software. The
licensee hereby warrants and represents that the end-user or licensee will use the product in
compliance with any federal or state law.
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Coach
Adds yourself to an agent's call on any user or station queue you have permission to monitor.
This enables you to provide advice to the agent without the customer knowing that you are
assisting on the call. The agent can hear your side of the conversation, but the customer cannot.
This feature is especially helpful to supervisors who are training new agents, monitoring
employee customer service performance, or simply providing assistance with a customer call.
If the agent presses the Mute button while you are coaching the agent, the customer no longer
hears the agent but the agent can continue to converse with you. The Mute button does not
affect the audio between the agent and the coach.
You must have permission to use the Coach feature and you must have permission to monitor
queues. If you have questions about your rights and permissions, see your Interaction Center
administrator.
The Coach button is shaded if the call is not in a state in which this action can be performed.
Join
Adds the supervisor user to a call on any user or station queue that the manager has permission
to monitor. Both the agent and the customer can hear the manager's side of the conversation.
When the Join feature is used, Interaction Supervisor creates a conference call between the
agent, the connected party, and the Supervisor user.
Record
Records the currently selected call. This recording is saved as a .wav file. Clicking Record the first
time starts the recording session for a call. Clicking Record again stops the recording session for
a call.
You can press the Record button more than once to stop or continue recording your call. The
CIC client stores each part of the recorded conversation in separate .wav files, and sends them
to you in e-mail message attachments after you end the call.
The Record button appears shaded if the call is not in a state in which this action can be
performed or if you do not have rights to record calls. Contact your CIC administrator if you
need security rights to use this feature.
Interactive Intelligence, Inc. disclaims any responsibility for end-user or licensee to comply with
federal or state law restrictions regarding Record or Listen capabilities of CIC software. The
licensee hereby warrants and represents that the end-user or licensee will use the product in
compliance with any federal or state law.
Record
Records the currently selected call. This recording is saved as a .wav file. Clicking Record the first
time starts the recording session for a call. Clicking Record again stops the recording session for
a call.
You can press the Record button more than once to stop or continue recording your call. The
system stores each part of the recorded conversation in separate .wav files, and sends them to
you in e-mail message attachments after you end the call.
The Record button appears shaded if the call is not in a state in which this action can be
performed or if you do not have rights to record calls. Contact your CIC administrator if you
need security rights to use this feature.
Interactive Intelligence, Inc. disclaims any responsibility for end-user or licensee to comply with
federal or state law restrictions regarding Record or Listen capabilities of CIC software. The
licensee hereby warrants and represents that the end-user or licensee will use the product in
compliance with any federal or state law.
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Pause
Pauses recording. Click Pause again to resume recording.
Pickup
Answers the current interaction, or takes the interaction off hold.
Disconnect
Disconnects the selected interaction.
Note: Interaction Client .NET Edition, Interaction Client Web Edition and Interaction Desktop support client memos.
However, Interaction Client Web Edition does not support pop-ups.
Agent Assistance dialog
The Agent Assistance dialog manages assistance requests in one place. It displays assistance requests from agents in
workgroups that the supervisor is responsible for, along with the name of the agent, interaction details, problem
description, and if it is being answered.
This dialog is displayed when a supervisor selects View Assistant Requests from the Tools menu. It also appears
when a supervisor responds to an assistance request toast notification, by clicking the Manage Assistance Requests
link.
Group By
When multiple requests are in queue, this drop list organizes items by Workgroup or by Responses. When
organized by Workgroup, requests from the same workgroup appear share expander.
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When grouped by Responses, the expander organizes request by the number of responses. In the example below,
there are two requests when a supervisor has not responded to.
Ignore button
Ignores an assistance request. If another supervisor is available, the request remains open until all available
Supervisors have ignored or responded.
Respond button
Opens the Respond to Assistance Request dialog, allowing the Supervisor to chat with the agent, or perform
operations on the interaction, such as coaching or recording.
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Help button
The help button opens this help topic.
Manage Client Memos
Manage Client Memos
A Client Memo is a message sent from Interaction Supervisor to CIC client users. When Client Memos are sent, the
Supervisor user can control the manner in which a message is displayed in the CIC clients; either as a desktop alert
(pop-up) or as a scrolling notification along the bottom edge of the client window.
Note: Interaction Client .NET Edition, Interaction Client Web Edition and Interaction Desktop support client memos.
However, Interaction Client Web Edition does not support pop-ups.
Client memos are client messaging features that help Supervisor users keep agents and workgroups informed.
For example, a Supervisor user might configure an alert to send a client memo when there are too many calls in
queue, or when a queue's wait time is too long. Such a message might tell agents: "Hurry up and finish your calls. The
queue is backing up!"
•
If the memo is sent as a notification, it is displayed at the bottom of the Interaction Client window.
Messages move into the notification area by rotating in from the bottom while the current message rotates
out the top. To allow time for the user to read the message, there is a pause of several seconds between the
time the message is fully rotated in and the time it begins cycling to the next message.
•
If the memo is sent as a desktop alert, it appears in the CIC client as a pop-up window (sometimes called
toast) in the lower right–hand corner of the Windows desktop. Desktop alerts remain on screen until the user
closes them or the Supervisor removes them.
How Client Memos are configured and sent
Supervisor users can send client memos in two ways:
•
By creating an alert with a client memo action. The memo is sent when the alert is in range. See Add an Alert.
•
Using the Client Memo Management dialog, opened using the Tools > Client Memos command. Once the
memo is added, it is sent immediately. See Manually create and send a Client Memo.
Procedures
Manually create and send a Client Memo
Edit a Client Memo
Remove a Client Memo not set to expire
Manually create and send a Client Memo
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Note: Interaction Client .NET Edition, Interaction Client Web Edition and Interaction Desktop support client memos.
To manually create and send a client memo:
1.
Select Client Memos from the Tools menu. The Client Memo Management dialog appears, listing all client
memos.
2.
Click Add. The Client Memo dialog appears. Use it to compose a message to CIC client users.
3.
Click OK. The message is sent immediately.
Edit a Client Memo
To edit a memo listed in the Client Memo Management dialog:
1.
Select Client Memos from the Tools menu. The Client Memo Management dialog appears. This menu
option is visible only when the default or a custom workspace is active.
2.
Select a client memo.
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3.
Click Edit. The memo is opened for editing in the Client Memo dialog.
4.
Modify options as needed. Click OK when finished.
Remove a Client Memo not set to expire
Once a client memo is manually created, it will either expire or will remain in the list of client memos until the
supervisor removes it.
Note: You cannot remove a client memo that is associated with an alert set.
To remove a client memo:
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1.
Select View client memos from the Tools menu. The Client Memo Management dialog appears.
2.
Select an item in the list.
3.
Click Remove.
4.
Click Yes to confirm the operation.
Interaction Supervisor
Client Memo Management dialog
This management dialog allows Supervisor users to add, edit, or remove any client memo. When creating a memo,
the supervisor adds recipients to that it will be sent to. The memo is given a name and message to send. The memo
can optionally contain an expiration, URL, icon, and/or play a sound.
Once added, the memo is sent immediately to each member of the recipient list. It will either expire or will remain
until the supervisor removes the memo.
This dialog appears when the Tools > Client Memos command is selected.
Controls
The dialog lists client memos that have been created. The columns are:
Name
Descriptive name assigned to the memo.
Message Text
Body text of the message.
Expiration
Indicates the date and time when the memo will automatically expire, or "Never Expires" if automatic expiration was
not used.
Owner
Name of the person who created the memo.
Add button
Manually creates and sends a new client memo.
Edit button
Opens the selected memo for editing in the Client Memo dialog.
Remove
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Removes the selected client memo.
Close
Dismisses this dialog.
Select Client Memo Recipients dialog
This dialog selects recipients who will receive a client memo.
Users tab
Displays list of persons who can be added to the Selected Recipients list.
Workgroup tab
Displays workgroups that can be added to the Selected Recipients list.
Add button
Adds selected persons or workgroups to the Selected Recipients list.
Add all button
Adds all users or workgroups to the Selected Recipients list.
Remove button
Removes Selected Recipients so that they will not receive this client memo message.
Remove all button
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Clears all entries from the Selected Recipients list.
OK button
Saves selections and dismisses the dialog.
Cancel button
Closes the dialog without saving selections.
Related Topics
Manage Client Memos
Add an Alert
Add/Edit Alert Action dialog
Client Memo Dialog
Client Memo Management dialog
Manage Notifications
Application modules in CIC Business Manager can display notifications to the user. To view notifications, pull down
the Tools menu, and then select Notifications. The Notifications dialog appears. This feature is documented
elsewhere. See Understanding Notifications in the CIC Business Manager Getting Started Help.
The Notifications dialog.
Dialogs
Dialogs
This reference section describes commonly used wizards and dialogs in Interaction Supervisor. Elsewhere in the
documentation, procedures link to topics here, to provide reference information about elements of the user interface
that Supervisor displays in multiple contexts. If you press F1 for help, control may be passed to a topic in this section.
For example, you can set many types of alert conditions in Interaction Supervisor, but the dialog that configures an
Alert Action is the same for all alert types. Rather than re-describe that dialog in every procedure that explains how to
set an alert, a single reference topic is provided. When you follow a link to a reference topic, you can return to your
point of origin by clicking the Back button.
Please note that modules in CIC Business Manager have limited awareness of procedural context when help is called.
The application framework can associate a help topic with each dialog or control, but it does not know the
circumstance in which you are using that control, or the data displayed by it. For this reason some help topics are
generic by necessity.
Where possible, we have linked reference topics to procedures, to make it easier to locate help for tasks associated
with GUI elements.
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Controls used in Views
See Visual controls in Supervisor views.
See Using the Listen to Queue feature.
Dialogs used when setting Alerts
See Alert-Related Dialogs.
Activation Dialogs
Manage Workgroup Activations
Manage User Activations
Assistance Requests
Agent Assistance dialog
Manage Assistance Requests
Respond to Assistance Request dialog
Details about an interaction
Interaction Details dialog
Interaction Properties dialog
Parameter Selection Wizards and Dialogs
Agent Details Wizard
Agent Selection dialog
Change User Status dialog
Directory Properties dialog
Interaction Feedback Statistics
Interaction Feedback Wizard
Interval and Queue Statistic Selection dialog
Module Management dialog
Queue Columns Selection dialog
Real Time Adherence Wizard
Statistic Help dialog
System Statistics Selection dialog
Transfer dialog
Workgroup Directory Options dialog
Workgroup Statistics and Queue Statistics dialog
Workgroup Statistics dialog
Workgroup Statistics Selection dialog
Workgroups Selection dialog
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Interaction Director
Select Enterprise Group dialog
Select Enterprise Group Statistics dialog
Interserver Routes - Select Server dialog
Select Statistics for Interserver Routes dialog
Agent Details Wizard
The Agent Details wizard appears when an Agent Details view is added. This wizard prompts to select an agent and
workgroup to summarize details for.
Select Agent page
Use the first page of the Agent Details wizard to select the agent whose statistics will appear in the view. Only agents
that are members of at least one workgroup are shown in this list.
To complete this page of the wizard:
1.
Select the name of an agent. You may need to type the name in the Filter box. When more than 20 agents exist
in the system, only the first 20 are shown, and an indicator ( ) informs that more agent names are available. In
that case, typing part of an agent's name in the Filter box locates the correct agent. When 20 or less agents exist
in the system, the filter is not shown.
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Once you select an agent, his or her name appears in the Agent box under Selected Parameters. This helps
verify the current selection. Note that Workgroup appears in that section. Workgroups are selected on the next
wizard page.
2. Click Next to Proceed. The Select Workgroup page appears.
Select Workgroup page
The second page of the Agent Details wizard prompts whether to select statistics for a single workgroup, or for the
agent's activity in all workgroups.
1.
Click to select a workgroup by name, or select [All] for all workgroups this agent is a member of. Optionally
use the Filter box to locate specific workgroups by typing starting characters of the name.
2.
The workgroup name (or [All]) appears in the Workgroup box under Selected Parameters. This helps verify
your selection.
3.
Click Finish to Proceed. The Agent Details view appears.
Agent Selection dialog
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This dialog selects agents to include as criterion for a view. The list on the left shows available agents. The list on the
right displays agents selected for inclusion in the view.
Add button
Adds available agents to the list of selected agents.
Add all button
Adds all available agents to the list of selected agents.
Remove button
Removes selected agent names from the list on the right.
Remove all button
Clears the list of selected agents.
Move up button
Modifies the display order of agents in the view. Higher items in the list the more leftmost in the view.
Move down button
Modifies the display order of agents in the view. Lower position in the list is more rightmost in the view.
Related Topics
Agent Overview view
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Agent Graph view
Change User Status dialog
Summary
This dialog is used to modify a user's status from the workgroup view, by right clicking on the agents name and
selecting Change Status for {User Name} from the shortcut menu. To use this dialog, the Supervisor user must have
the "Change Status" access control right for the selected user.
Required Rights
This feature is subject to access restrictions. In order for a Supervisor user to set another user's status, the Supervisor
user must have one of the following permission assigned in Interaction Administrator:
•
Modify Workgroup Queue permissions. This allows the user to modify any user status within the Workgroup
Details View.
•
Modify User Queue permissions. This option restricts access on a per-user queue basis.
Controls
Status selector
Displays a list of user status identifiers. If you select an unavailable status condition, the Until Date and Until Time
options are enabled, allowing you to control precisely the agent will become available again.
The Status Filtering feature in CIC 3.0 (and later) allows system administrators to create custom statuses for select
groups of users. This means that persons with different roles can have different status selections to choose from.
For example, a company can provide its business users with one set of statuses, and assign a different set to
workgroup agents. Statuses are defined and assigned to Workgroups and Roles in Interaction Administrator.
Consequently, the statuses that appear in Interaction Supervisor are scoped to each user. This means that different
status choices may appear when Supervisor is used to change a user's status, or to set "Time in Status" alerts.
Status Notes
Text field used to collect supplemental information about the status condition. If a Supervisor user does not have the
"Status Notes" security right configured in Interaction Administrator, the "Status Notes" text box is hidden.
Forward Number
Prompts for a telephone number when status is set to Available, Forward.
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Until Date
Date when user will be returned to Available status.
Until Time
Time when user will be returned to Available status.
Related Topics
Workgroup Details view
Workgroup Directory view
Directory Properties dialog
This dialog displays personal information about directory member. The several tabs of the Properties dialog box can
contain:
•
Name, title, department and company
•
Home, business, cell phone, pager and fax numbers
•
Home and business street addresses
•
Home and business e-mail addresses
•
Business web site address
•
Assistant's name and phone number
•
Notes
Related Topics
Workgroup Details view (See Formatting Options command)
Interaction Properties dialog
The Interaction Properties dialog is often used to add notes to an interaction or to view an interaction's log. It is also
used to assign account codes and wrap-up codes to interactions.
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When a user drills down into a statistic that has one or more interactions, the Attributes tab displays all attributes for
which the user has rights. For example, users can drill down into longest interactions statistics in a System Status view
to examine the interactions responsible for the longest interaction statistic. The drill down feature not only works for
the 'Longest' statistics, but for all statistics that have one or more interactions as drill down information.
This dialog is opened from the Agent or Workgroup Queue view by selecting Properties from the context menu for an
interaction. Subject to access rights and license restrictions, this dialog offers call control buttons (pickup, hold, etc.)
Notes tab
Use the Notes tab to add notes to an interaction, or to assign account codes and wrap-up codes to an interaction.
•
Account codes organize interactions by customer. You may find this feature useful for customer billing
purposes, or if you process interactions through Interaction Center for more than one company. CIC can
generate reports to categorize call details by account codes.
•
Wrap-up codes indicate the nature of an interaction; for example, a billing problem, a new order, or a
service request. CIC can generate reports that categorize call details by wrap-up codes. Your CIC
administrator can associate wrap-up codes with any workgroup queue. You must be a member of a
workgroup for which wrap-up codes are configured in order to assign a wrap-up code. If you have questions
about your wrap-up code permissions, contact your CIC system administrator.
Log tab
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Use the Log tab to view an interaction's log, or to assign account codes and wrap-up codes to an interaction.
Attributes tab
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When the user has drilled down into a statistic that has associated interactions, the Attributes tab displays all
attributes for which the user has rights to view.
Interserver Routes - Select Server dialog
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This dialog selects an CIC to display routes for when an Interserver Routes view is added.
Filter box
Selects a subset of server names in the list based on user input of a partial or full server name.
Server list
Names of servers in the Enterprise Group.
Help button
Opens this help topic.
Finish button
Displays view for the server selected.
Cancel button
Closes the dialog and cancels the new view.
Interval and Queue Statistic Selection dialog
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This dialog selects which time intervals and queue statistics appear in a view.
Interval frame
Options in this frame manage time periods to report in the view. The list on the left contains items that are not
currently included in the view. The list on the right contains items selected to include in the view. Select items in the
list on the left. Then click Add to move them to the other list, to include them in the view. Add All selects all items for
inclusion. You can change the display order of columns in the view using Move Up and Move Down buttons. To
exclude periods from the view, select items in the list on the right. Then click Remove. The Remove All button
excludes all time periods from the view, but at least one has to be included.
Queue Statistics frame
Options in this frame manage statistics to report in the view. The list on the left contains items that are not currently
included in the view. The list on the right contains items selected to include in the view. Select items in the list on the
left. Then click Add to move them to the other list, to include them in the view. Add All selects all items for inclusion.
You can change the display order of rows in the view using Move Up and Move Down buttons. To exclude statistics
from the view, select items in the list on the right. Then click Remove. The Remove All button excludes all statistics
from the view, but at least one has to be included.
Related Topics
Agent Details view
Agent Graph view
Agent Overview
Workgroup Overview view
Module Management dialog
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The Module Management dialog appears when Module Management is selected from this Tools menu. This dialog
lists installed application modules, whether they are enabled, and whether a license has been acquired allowing
usage. See Licenses, Security and Access Control Rights for more information.
Module
Name of application module.
Status
Indicates whether or not the module is enabled by Access Control Right.
License
Indicates whether or not a license to use the module was acquired.
Description
Provides a general indication of module functionality.
OK button
Dismisses the dialog.
Queue Columns Selection dialog
Queue Columns Selection dialog
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Use the Queue Columns Selection dialog to select queue columns to display in a view, and to optionally set their
order of appearance in a view.
Columns list
Columns selected for inclusion in the view appear at the top (above a dividing line) with check marks next to column
name. The list below the dividing line contains columns that can be included in the view by checking boxes. When a
column is checked, it is moved to the top section, and vice versa.
To change column order, select a checked item. Then click Move Up or Move Down. The higher an item is in the list,
the more left most it will appear in the view.
Move Up button
Moves a selected column up in the list, so that appears more left most in the view.
Move Down button
Moves a selected column down in the list, so that appears more right most in the view.
Show button
Moves a selected column to the top list, checking it for inclusion in the view.
Hide button
Moves a selected column to the bottom list, unchecking it for exclusion from the view.
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OK button
Applies changes made to column selection and order before dismissing the dialog.
Cancel button
Dismisses the dialog without applying changes to column selection or display order.
Queue Columns
Queue Columns
Queue Columns are columns that appear in views that display information about lines or queues. The table below
shows available Queue columns sorted alphabetically:
Queue
Column
Description
Account Code The account code assigned to the interaction based on the Eic_AccountCode attribute, if your
organization uses account codes.
ACD Wait
Reason
This column gives the reason a call is waiting in queue, which is useful information for contact center
managers. The following reasons can be given by the system:
No Available Agent
No Agent with necessary Utilization (so already too busy)
No Agent with the correct Media Type
No Agent with correct ACD Category
No Agent with required Skills
No Agent with required Proficiency Level
No Agent with required Desire to Use
Agent Score
The Agent Score column displays positive and negative totals for the agent channel of the
conversation. Positive totals indicate that one or more positively scored Keywords were detected.
Negative totals indicate that the agent spoke undesirable keywords that were negatively scored.
Associated
Process
The name of the process with which this interaction is associated. This is a feature of Interaction
Process Automation.
Attachments
Details of attachments associated with the interaction, where applicable. The attachments column
shows an icon indicating that an attachment exists on an email interaction, or blank if no attachments
exist. This information is available in the Details column but is included here to enable sorting, should
the user desire that.
Chat Response This column shows a counter that shows how much time has elapsed since the last time the chat had
Time
text entered into it by anybody involved in the chat.
Customer
Score
The Customer Score column displays similar totals, but for the customer channel of the conversation.
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Details
Details about the interaction, if the interaction type provides details. For example, a call interaction
might display "To: Interactive Intelligence". This column displays context-specific information based
on the interaction type. For calls, it shows the Remote Address (phone number). For callbacks, it
shows the subject of the callback. For e-mails it shows the e-mail subject. For chats, it shows the
name of the user who last typed, and the text they entered.
Duration
Length of time that the interaction has been in effect, based on Eic_InitiationTime and
Eic_DeallocationTime attributes.
Importance
The importance column shows an icon indicating whether an email is high or low importance, and is
blank for "normal" importance. This information is available in the Details column but is included here
to enable sorting, should the user desire that.
Interaction Id A system-assigned number that uniquely identifies the interaction object, based on the Eic_CallId
attribute.
Line
Name of the line that this interaction is on, based on the Eic_LineName attribute. In some views the
name is prefixed by an icon that indicates the state of the object (see below).
Lstns
Lstns is an abbreviation for "Listens". Displays a speaker icon in this column if Supervisor is
monitoring the interaction, based on analysis of Eic_Monitors and Eic_MonitorsSupv attributes.
Name
Descriptive name of the interaction, based on Eic_CallDirection and Eic_RemoteName attributes.
Number
Telephone number of an interaction member based on Eic_RemoteId.
Process Id
Identifer of the process with which this interaction is associated. This is a feature of Interaction
Process Automation.
Queue
The icon in this column indicates the general state of the queue object, based on the
Eic_AssignedDistributionQueue attribute. See Queue States for information about icons that appear
in this column.
Recs
Recs is an abbreviation for "Recording". Displays a red icon in this column if Supervisor is recording
the Interaction. Note that when screen activity is being recorded, the Recs column does not display a
red circle to indicate that a recording is in progress, since screen activity is not technically an
interaction. When an interaction (such as a call) is recorded, the icon is displayed.
Security
This column indicates whether a call is secure; specifically, whether or not TLS/SRTP is implemented
on the line. Interaction Center call security prevents others from listening in on a call or even
determining which internal parties are involved in a conversation. This applies to station-to-station
calls, IVR sessions, or for ACD routed calls. It provides flexibility and confidentiality for securitysensitive organizations. For background information, the help for the CIC clients.
State
This column indicates the state of the interaction. The current condition of an interaction in a queue is
based on the Eic_State attribute. See Interaction States for information about states that appear by
default in the State column.
Station
The station queue where the interaction is currently located based on the Eic_StationName attribute.
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Subject
The subject of the interaction, if the interaction type provides it. For calls, chats, generic objects, and
workflows, this is based on the Eic_CallId attribute. For Emails, the Eic_Subject attribute is used. For
Callback objects, subject is derived from the Eic_CallBack attribute.
Time in
Workgroup
Queue
The amount of time an interaction has been in a workgroup queue. When the interaction is not in a
workgroup, the value is an empty string.
User
Name of the user who initiated the interaction, based on the Eic_LocalUserId attribute.
Work Item
Category
This column is available when the user has appropriate licenses and rights to use Interaction Process
Automation (IPA ) in Interaction Supervisor. It is based on the Eic_WorkItemCategory attribute. It
applies to a work item in the queue; specifically the Work Item Category, which categorizes work
items of a particular type. For example, a Work Item Category might be "Loan Request". For more
information about IPA, refer to the Interaction Process Automation Technical Reference in the CIC
Documentation Library on your CIC server.
Work Item
Created On
Date when work item was initiated.
Work Item
Description
Short description of the work item, based on the Eic_WorkItemDescription attribute. This usually
indicates what must be done to complete.
Work Item Due Date when the work item must be completed, based on the Eic_DueDate attribute.
Date
Work Item
Error
Error condition, if any, associated with work items.
Wrapup Code The wrap-up code assigned to this interaction, based on the Eic_WrapUpCode attribute.
Related Topics
Queue Columns Selection dialog
Interaction States
Queue States
Interaction States
The current condition of an interaction in a queue is called its interaction state. Interaction State is based on the
Eic_State attribute. The table below describes each state an interaction may be in during the life of the interaction.
Your CIC administrator or application developer can modify or customize these state strings if desired. States are
listed in alphabetical order.
Interaction State
Description
ACD – Alerting:
[Agent's Name]
Seen for inbound calls. CIC places the call into a queue, and sends it to an available agent.
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ACD – Assigned:
[Agent's Name]
Seen for inbound calls. CIC placed a call into a queue, sent it to an available agent, and the
agent picked up the call.
ACD – Wait Agent
Seen for inbound calls. CIC placed a call into a queue, but all agents were busy and CIC was
unable to alert an agent.
ACD – Wait Agent -> Seen for inbound calls. CIC placed a call into a queue, sent it to an available agent, but the
Last Attempted:
agent did not pick up the call and CIC placed it back into the queue.
[Agent's Name]
Alerting
Seen for inbound interactions. A CIC client user is notified that he or she has an incoming
interaction.
Connected
Seen for both outbound calls and inbound interactions. The interaction is connected to a user
or a station. If call analysis is not enabled, Connected means the same as Proceeding.
Dialing
Seen for outbound calls. CIC dials the outbound proceeding interaction.
Disconnected
Seen for both outbound calls and inbound interactions. The interaction is no longer active.
Disconnected (Local
Disconnect)
Seen for both outbound and inbound interactions. The interaction was disconnected locally
and is no longer active.
Disconnected
Seen for both outbound and inbound interactions. The interaction was disconnected by the
(Remote Disconnect) remote party and is no longer active.
Generic Object
Waiting
Seen for inbound interactions. CIC sends a generic object to a user queue, but the user is
unavailable or not logged in.
Held
Seen for both outbound and inbound interactions. The interaction is on hold.
Manual Dialing
Seen for outbound calls. A telephone handset has been picked up and a dial tone is being
generated. Calling from the handset will act the same as calling from a CIC client when call
analysis has not been enabled in the CIC clients. Calling from the handset when call analysis
has been enabled, will show outgoing calls as Connected and will continue to ring until the
call is answered.
Multi-Site
Seen on the Lines page for inbound calls. The call is in a multi-site state.
Offering
Seen for inbound interactions. CIC places the interaction in a queue, but the interaction is not
alerting. CIC determines if the called party is available to take the interaction.
One Number Follow- IC sends an interaction to a user whose status is set to Follow Me, and CIC is routing the
Me
interaction based on the user's Follow Me settings.
Operator Escape
The user presses zero to reach an operator from any queue.
Parked
The interaction is waiting on a User, Workgroup, or Station queue.
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Pending Disconnect
If the system administrator or application developer modifies or customizes a Disconnected
state strings, this state will appear before the Disconnected state. For example, an
administrator or developer may modify a handler to direct CIC to send a caller to an IVR
survey before disconnecting.
Proceeding
Seen for outbound calls. The interaction proceeds through the outside telephone network and
is waiting to be answered. Proceeding is used if a CIC client user has enabled call analysis.
Calls Proceeding eventually time out if the call is not answered.
Queue Email Alerting: Seen for inbound email interactions. CIC places the email into a queue, and sends it to an
[Agent's Name]
available agent.
Queue Email
Connected: [Agent's
Name]
Seen for inbound email interactions. CIC placed an email into a queue, sent it to an available
agent, and the agent picked up the email.
Queue Email Not
Answered: [Agent's
Name]
Seen for inbound email interactions. CIC placed an email into a queue, sent it to an available
agent, but the agent did not pick up the call and CIC placed it back into the queue.
Queue Timeout
Seen for inbound calls. The call waits in a timeout queue and times out. The caller is being
presented with prompts to determine how he or she wants the CIC client to proceed with the
call (send to voicemail, try another extension, etc.).
Remote Transfer
IC sends an interaction to a user whose status is set to Available, Forward, and CIC is
forwarding the interaction based on the user's call coverage settings.
Ring No Answer
Seen for inbound calls. The call was sent to an agent who did not pick up the call. The call
timed out, and the caller is being presented with prompts to determine how he or she wants
the CIC client to proceed with the call (send to voicemail, try another extension, etc.).
System
The interaction is interacting with handlers or other components of the CIC system.
Voice Mail
The caller is leaving a voicemail message.
Related Topics
Queue Columns Selection dialog
Queue Columns
Queue States
Queue States
Queues have a state condition, which is similar to an interaction's state. Queue state indicates the general state of the
queue object. In queue controls, icons in the Queue column indicate the state of the queue object, based on the
Eic_AssignedDistributionQueue attribute.
Normal
Connected
Held
Disconnected
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Call
Callback
Chat
Email
Generic Object
Instant Question
Related Topics
Queue Columns
Interaction States
Select Enterprise Group dialog
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This dialog selects an Interaction Director Enterprise Group to display when an Enterprise Group Details view is added.
Filter box
Selects a subset of names in the list based on user input of a partial or full Enterprise Group name.
Enterprise Groups list
Names of Enterprise Groups. Enterprise Groups are logically related queues that conceptually represent the target
destination of a routed call.
Help button
Opens this help topic.
Finish button
Displays the Enterprise Group Details view for the group selected.
Cancel button
Closes the dialog and cancels the new view.
Select Enterprise Group Statistics dialog
This dialog has multiple tabs used to select statistics, periods, and histogram intervals for service level and
abandonment rate. The Add and Remove buttons move a selection from one list to another. Add All and Remove All
move all items from one list to another. OK applies changes and dismisses the dialog. Cancel dismisses the dialog
without applying changes.
Description
Tab
Options on the
Workgroup Statistics
tab are used to select
Enterprise Group statistics
to include in the view.
Enterprise Group statistics
summarize ACD
interactions, such as the
number of agents logged
in, and other particulars
that are common to the
Enterprise Group as a
whole.
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Options on the
Combined Queue
Statistics tab select
agent statistics for
interval periods.
These statistics
summarize the activity of
call center agents, by
reporting average talk
time, longest talk time,
average wait time, and
other particulars that are
common to a group of
agents.
Options on the Service
Level Parameters tab
select time and histogram
intervals for the service
level statistic.
The range of service level
histogram intervals are
cumulated downwards by
default.
You can include or
exclude any of the
histogram ranges below:
0-10s
0-20s
0-30s
0-40s
0-50s
0-60s
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Options on the
Abandoned Rate
Parameters tab select
time and histogram
intervals for the
abandoned rate statistic.
The range of abandon
rate histogram intervals
are cumulated
downwards by default.
You can include or
exclude any of the
histogram ranges below:
0-10s
0-20s
0-30s
0-40s
0-50s
0-60s
Related Topics
Enterprise Group Details view
Interaction Director category
Select Statistics for Interserver Routes dialog
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This dialog selects columns for an Interserver Routes view to display. Available statistics include:
Statistic
Description
DTMF Wait
DTMF Wait interval.
DTMF Code
DTMF digits played to navigate an IVR.
Calling
Address
Calling number of the T1/E1 or ISDN tie line that connects the servers, where applicable.
Status
Status of the monitored server: OK, Destination Down, and so forth.
From Server
Name of originating Director-monitored server.
To Server
Name of destination Director-monitored server.
Called
Address
Called number of the T1/E1 or ISDN tie line that connects the servers, where applicable.
Successes
Total successes.
Failures
Total failures.
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Unique ID
Unique enterprise group identifier.
Line Group
The Line Group that Director should use when it routes calls from this monitored server to the server
specified in the To Server field.
ID Method
Summarizes signaling sent when a call is routed to the server (Called Address, DTMF, Calling Address,
and so on).
Server
Unique server identifer.
Controls on this dialog
Available Statistics list
The left list contains statistics that can be added to the view.
Selected Statistics list
The right list shows statistics selected to include in the view.
Add button
Adds selected items to include in the view.
Add All button
Adds all available items to the list of items to include in the view.
Remove button
Removes items from the rightmost list, so that they are not included in the view.
Remove All button
Removes all items from the view.
Move Up button
Moves the selected statistic up one row, to change its column order in the view.
Move Down button
Moves the selected statistic down one row, to change its column order in the view.
Related Topics
Interserver Routes view
Interaction Director category
Statistic Help dialog
This dialog describes a statistic. To display help for a statistic:
1.
Right-click the statistic to display a shortcut menu.
2.
Select Help. The description of the statistic appears.
3.
When you are finished, click Close to dismiss the dialog.
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System Statistics Selection dialog
The System Statistic Selection dialog determines which system statistics appear in a System Graph or System Statistics
views. The dialog appears when these views are added or when the Add/Remove Statistics command is used to modify
the selection of statistics in an existing view.
Statistical Categories
System Statistics are grouped by these statistical categories:
IC Memory Usage
Amount of memory that CIC subsystems are consuming.
Client Services Resources
Number of resources that Client Services has available.
Email
Electronic mail routing activity in CIC.
Fax
Faxing operations in the CIC system.
Interaction Statistics
Current number of interactions by object type on the CIC system, and the currently
longest interaction.
Recording
Activity in the voice recording sub-system.
Speech Recognition
Activity in the speech recognition subsystem.
Tracker Server
Activity in the Tracker subsystem over the last 10 minute period.
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Transaction Server
Activity in the Transaction Server subsystem over the last 10 minute period.
IC System Status
General status of CIC, in terms of number of executing handlers, threads, errors,
available text-to-speech sessions, and switchover events.
IC Performance
Current health of the system in performance terms.
Controls on this dialog
Statistic Category list
The leftmost list displays general categories of System Statistics, followed by the
number of statistics within each category that are selected for inclusion in the view.
Available Statistics list
The middle list contains statistics that can be added to the view.
Selected Statistics list
The rightmost list shows statistics for the currently selected category.
Add button
Adds selected items to include in the view.
Add All button
Adds all available items for the category to the list of items to include in the view.
Remove button
Removes items from the rightmost list, so that they are not included in the view.
Remove All button
Removes all items in the selected category from the view.
Move Up button
Moves the selected statistic up one row, to change its order in the view.
Move Down button
Moves the selected statistic down one row, to change its order in the view.
General Procedure
To determine which statistics appear in a view:
1.
Select a category in the leftmost list.
2.
Select items in the middle list. Then click Add. If you are not sure which statistics to select, briefly rest the
mouse pointer over a statistic to display its description.
3.
Optionally modify the display order of selections by clicking the Move Up and Move Down buttons.
4.
Repeat steps 1-3 to select statistics from a different category.
5.
When you are finished, click OK to apply selections to the view.
Transfer dialog
Transfer dialog
The Transfer dialog is used to locate and select the recipient of a transferred interaction, using search criteria. Once a
user is selected, you can easily initiate the transfer by clicking a button.
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Caller Name
You can modify the information in the Caller Name text box to correct the name of the caller or to provide additional
information such as an account number or a description of the caller's problem. If you then transfer the call to
another CIC client user, the newly entered information appears in the recipient's My Interactions or other queue list
view.
Use only alphanumeric characters (A-Z, a-z, or 0-9) in the Caller Name text box. Do not use special characters such as
comma (,), colon (:), at sign (@), ampersand (&), etc. Special characters can cause the call transfer to fail or prevent the
recipient from picking up the call. Also, do not enter more than 78 characters in this text box.
Transfer To
As you type the recipient's name or number in the Transfer To text box, a drop-down list of choices appears.
•
Selecting "Dial 'your entry' as Digits" enables you to convert a text entry into numbers. In the example
shown, if you type le and select "Dial [your entry] as Digits," the CIC client dials the number "53."
•
Selecting the contact name from the drop-down list enables you to dial the associated extension or phone
number. For example if you select "Aaron Lee," the CIC client dials the number "8888."
Options drop list
You control the types of information used to find a match. Use the Options drop-down list to filter the contact
search. You can choose to search any combination of Users, Workgroups, Standalone Phones, Stations, Station
Groups, or Attendant Profiles.
As you type in the Transfer to text box, the selections you made in the Options drop down list determine which
information is used to find a match.
After you select the transfer recipient, the Transfer dialog displays the status information for your recipient, if he or
she is a CIC client user. This can help you decide what kind of call transfer to use.
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Override Call Forwarding
Interaction Client users can set Call Coverage options that forward their calls to another CIC user. CIC client users can
also set status details that forward their calls to an alternate phone number. Select the Override Call
Forwarding check box to ignore these settings and transfer the current call directly to the selected number or
voicemail box or to park the call on the selected number.
Related Topics
Transfer a Work Item
Transfer a Work Item
A work item is a form presented to a user to gather information. Work items may appear in user or workgroup queues
that you are monitoring. You can transfer a work item to another user or workgroup queue. Supervisor users can
transfer work items that are not on Hold, if necessary to continue a process. If a supervisor transfers a work item while
an agent has that work item open, then any data changed or entered by the agent since the work item was picked up
may be lost.
Licenses and Other Conditions
You do not need an IPA license to transfer a work item. You can transfer a work item to another user or workgroup
under certain conditions:
•
You need the right to modify the queue in which the work item appears. Your CIC administrator assigns user
rights in Interaction Administrator. Contract your CIC administrator if you have a question about user rights.
•
You can transfer work items only to other IPA-licensed users or to a workgroup with at least one IPAlicensed user.
•
If you transfer a work item to a workgroup, the target workgroup must have an associated queue.
•
You can transfer only work items that are in a New, ACD - Wait Agent, or Held state. You cannot transfer a
completed work item or a work item you are viewing or revising (In Progress state).
Work Item Transfer Dialog Box
Transferring a Work Item uses the same Transfer dialog as transferring an interaction, with some minor differences.
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•
The Options drop-down list limits your search for a transfer recipient to either users or workgroups or both.
You cannot transfer a work item to a phone, station, station group or attendant profile, so these search
criteria do not appear.
•
The Override Call Forwarding check box does not appear as it applies only to transferred calls, not work
items.
•
The Park and Voice Mail are disabled as they apply only to transferred calls, not work items.
Transfer a work item
1.
Select a work item that is in a New, ACD - Wait Agent, or Held state.
2.
Click the Transfer button or right-click the work item and choose Transfer from the context menu. The
Transfer dialog box appears.
3.
In the Transfer To: text box, type all of part of the recipient's name. A drop-down list of choices appears. If
the drop-down list does not contain the recipient you expected, check the search criteria selected in the
Options drop-down list and adjust them if necessary. You can search by user or workgroup name or both.
4.
From the drop-down list, select the appropriate recipient. Status information appears for the selected user or
workgroup, including whether a selected user is logged into a CIC client and is available to accept the
transferred work item. If the selected recipient is a workgroup, it shows how many interactions are in the
workgroup queue, how many agents are logged in and how many agents are available.
5.
Click the Transfer button. The work item is removed from your My Work Items page or other queue where
you selected it and is routed to the selected agent or workgroup. If you are transferring a work item from
another user's queue or workgroup queue, you may see this warning: "You do not own this interaction, are
you sure you want to perform this action?" Click Yes to continue the Transfer.
Important: Certain work item settings are no longer in effect after a transfer. For example, work items can
have a timeout setting that controls how much time an CIC user has to pick up an alerting work item before it
is routed to another user. This pickup time limit no longer applies to the transferred work item because the
transfer signals the work item is "being handled" or "under an agent's control."
Workgroup Directory Options dialog
Options on this dialog format rows for a list of members in a workgroup directory. The directory options are specified
per-directory-view in CIC Business Manager. This option appears when a workgroup directory is right-clicked and the
Formatting Options shortcut command is selected.
Favor "On Phone" agents when sorting by status
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Favor "On Phone" agents when sorting by status will group all agents who are on the phone together at the top (or
bottom) of the directory when the "Status" column is used to sort. If the directory is sorted by any other column, this
option will have no effect.
Show logged-in agents in bold
Shows the names of logged-in agents in bold text.
Text color for agents who are on the phone
Enables text color selection applied to names of agents who are currently handling a call.
Text color for agents who are in an ACD available status, logged-in, activated, and off the phone
Enables text color selection applied to names of agents who are currently available to take ACD calls. An agent is
considered to be available to take ACD calls if all of the following criteria are met:
•
Agent is in a status that is "ACD Available"
•
Agent is logged in
•
Agent is activated on the workgroup
•
Agent is not "On Phone"
Utilization is taken into account by the calculation of the Available to take ACD Interactions statistic, but not by the
calculation used to set the color of agent rows. For a row to be formatted, the user has to be activated on the queue,
logged-in, not on the phone (per client services) and in an ACD available status.
OK button
Applies changes to the member list and dismisses the dialog.
Cancel button
Dismisses the dialog without applying changes to the member list.
Apply button
Applies changes but does not close the dialog.
Related Topics
Workgroup Details view
Workgroup Statistics and Queue Statistics dialog
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This dialog selects workgroup or queue statistics to include in a view, similar to the workgroup statistics dialog, but
with fewer tabs shown.
Related Topics
Workgroup Graph view
Workgroup Overview view
Workgroup Statistics dialog
This dialog has multiple tabs used to select statistics, periods, and histogram intervals for service level and
abandonment rate. The Add and Remove buttons move a selection from one list to another. Add All and Remove All
move all items from one list to another. OK applies changes and dismisses the dialog. Cancel dismisses the dialog
without applying changes.
Description
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Tab
Interaction Supervisor
Options on the
Workgroup Statistics
tab are used to select
workgroup statistics to
include in the view.
Workgroup statistics
summarize ACD
interactions, such as the
number of agents
logged in, and other
particulars that are
common to the
workgroup as a whole.
Options on the Queue
Statistics tab select
agent statistics for
interval periods.
These statistics
summarize the activity of
call center agents, by
reporting average talk
time, longest talk time,
average wait time, and
other particulars that are
common to a group of
agents.
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Options on the Service
Level Parameters tab
select time and
histogram intervals for
the service level statistic.
The range of service
level histogram intervals
are cumulated
downwards by default.
You can include or
exclude any of the
ranges below for call,
chat, email, generic,
callback and work items:
0
0-20
1
0-30
2
0-40
3
0-60
4
0-120
5
0-240
6
Total
Options on the
Abandoned Rate
Parameters tab select
time and histogram
intervals for the
abandoned rate statistic.
The range of abandon
rate histogram intervals
are cumulated
downwards by default.
You can include or
exclude any of the
ranges below for call,
chat, email, generic,
callback and work items:
0
0-20
1
0-30
2
0-40
3
0-60
4
0-120
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Interaction Supervisor
5
0-240
6
Total
Related Topics
Workgroup Details view
Workgroup Statistics view
Workgroup Statistics Selection dialog
Use this dialog to specify which workgroup statistics appear in a view. Workgroup statistics summarize ACD
interactions, such as the number of agents logged in, and other particulars that are common to the workgroup as a
whole.
The Add and Remove buttons move a selection from one list to another. Add All and Remove All move all items from
one list to another. Move Up and Move Down reorder selections so that they appear more or less prominently in the
view.
Related Topics
Workgroup Graph view
Workgroup Overview view
Workgroups Selection dialog
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This dialog selects one or more workgroups for a view. You can filter the list of workgroup names by typing in the
Filter box above the list of available items. To display additional items, you may need to type part of a workgroup
name in the Filter box. When more than 20 workgroups exist in the system, only the first 20 are shown, and an
indicator ( ) informs that more are available. If you select more than 20 workgroups, an indicator ( ) informs that
you need to remove some to continue.
Available items list
Items not selected for inclusion appear in this list.
Selected items list
Items selected for view inclusion appear in this list.
Add
Moves selected available items to the list of selected items.
Add all
Moves all items from the Available items list to the Selected items list.
Remove
Move a Selected Items entry to the Available items list.
Remove All
Removes all items from the Selected items list.
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Move up
Modifies the display order items in the view to make the selection more prominent.
Move down
Modifies the display order of items in the view to make the selection less prominent.
Related Topics
Workgroup Graph view
Workgroup Overview view
Supervisor Statistics
Supervisor Statistics
This section describes statistics displayed in Interaction Supervisor views. You may also view statistics descriptions in
the software by holding the mouse pointer over a statistic until its description is displayed in a tool tip.
Statistic Category
Description
Agent Statistics
Agent statistics summarize the activity of call center agents. These statistics report average
talk time, longest talk time, average wait time, non-ACD interactions, interactions entered,
interactions answered, interactions offered, or interactions completed for the current shift,
previous shift, current period, or previous period. Averages are calculated when the
interaction completes (disconnects).
Client Services Resources Client Services statistics report the number of resources that CIC's Client Services
subsystem has available at a given point. These statistics are updated at the regular
statistics interval. Client Services keeps track of logged-in users, their status, and their rights
based on security configurations.
Content Servers Statistics The statistics in this category help determine the state of configured Remote Content
Servers and Recorder Server.
Email
The statistics in this category summarize Email routing activity in CIC. These statistics are
updated at the regular statistics interval.
Fax
This category provides information about Faxing operations in the CIC system. These
statistics are updated at the regular statistics interval.
Feedback Statistics
Interaction Feedback statistics inform about a named Interaction Feedback survey or survey
group. Feedback views display real-time statistics for the last hour (relative to the present
time) or statistics for the current day, since midnight. Daily statistics reset at midnight.
Interaction Statistics
This category provides counts or durations for general object types in CIC.
Licenses
This category summarizes CIC license availability and utilization.
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IC Memory Usage
IC Memory Usage statistics report the amount of memory that CIC subsystems are
consuming (in kilobytes). These statistics are updated every 5 minutes.
Agents Real-Time
Adherence Details
Interaction Optimizer Real Time Adherence (RTA) statistics inform about agents who are
currently scheduled. RTA statistics report scheduling unit, workgroup, status, scheduled
activity, actual activity (based on status), adherence status, exception type, current
adherence time, cumulative shift in adherence and shift out of adherence duration for an
agent.
IC Performance
This category provides information about performance of CIC server. These statistics are
updated at the regular statistics interval.
PMQ
The statistics in this category summarize activity in persistent message queues.
Queue Statistics
This category contains counts of active interactions in a queue
Recording
The statistics in this category describe activity in Interaction Recorder. These statistics are
updated at the regular statistics interval.
Session Manager
Statistics
Statistics for each running Session Manager are given both as a total and broken down by
device type.
Speech Recognition
The statistics in this category describe speech recognition activity in CIC.
IC System Status
The statistics in this category indicate general system status in terms of number of
executing handlers, host and database tool errors, and available text-to-speech
sessions. These statistics are updated at the regular statistics interval.
Tracker Server
These performance statistics indicate the overall health of Interaction Tracker Server in the
previous ten minute interval.
Transaction Server
Transaction Server statistics indicate the overall health of Transaction Server-a generic
transaction server for recording, logging, etc. These performance statistics indicate the
overall health of Transaction Server in the previous ten minute interval.
Workgroup Statistics
Workgroup statistics summarize ACD interactions, number of agents logged in, and other
particulars that are common to the workgroup as a whole. The workgroup may or may not
have associated queues.
Agent Statistics
Agent statistics summarize the activity of call center agents. These statistics report average talk time, longest talk time,
average wait time, non-ACD interactions, interactions entered, interactions answered, interactions offered, or
interactions completed for the current shift, previous shift, current period, or previous period. Averages are calculated
when the interaction completes (disconnects).
Interactions received
Total number of interactions that entered the queue.
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Interactions answered
Number of interactions answered, calculated as the number of ACD interactions from the specified workgroup that
went to a Connected state in the agent's queue.
Interactions completed
Number of interactions completed (that went from a state of ACD - Assigned to ACD - Disconnected).
Average wait time
Average wait time in queue of all interactions. In other words, the average time an interaction from the specified
workgroup has alerted the agent in the current period. This is the average time all interactions have been in the ACD
- Alerting state on the agents queue for the specified workgroup.
Average talk time
The average time the agent has spent on interactions for the specified workgroup. In technical terms, this is the
average time all interactions on the agents queue for the specified workgroup have been in the ACD - Assigned state.
Longest interaction waiting
Time of the longest currently waiting interaction. This interaction has been in the ACD - Wait Agent state the longest.
Its duration is the amount of time that the interaction has waited to be picked up by an available agent, based on
time in queue only. Supervisor workflow statistics always pertain to time in a workgroup or user interaction. Overall
time in the system (such as time in IVR) is not counted.
Longest talk time
The total talk time of the longest currently connected interaction. .
Non-ACD interactions
The number of interactions answered by an agent that were not routed to the agent by ACD. These are interoffice
interactions, transfers, and other person-to-person interactions.
Average agent positive score
Sum up agent positive score divided by the total number of calls in the current/previous period or shift
Average agent negative score
Sum up agent negative score divided by the total number of calls in the current/previous period or shift
Average customer positive score
Sum up customer positive score divided by the total number of calls in the current/previous period or shift
Average customer negative score
Sum up customer negative score divided by the total number of calls in the current/previous period or shift
Time in status
This statistic is evaluated by time-in-status alerts. It appears in Workgroup Detail views to report the amount of time
that an agent has been in a particular status condition.
Service Level Distributions
The interactions that connected callers to agents within a specified time interval.
Abandon Rate Distributions
Abandon Rate Distributions
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Feedback Statistics
Interaction Feedback statistics inform about a named Interaction Feedback survey or survey group. Feedback views
display real-time statistics for the last hour (relative to the present time) or statistics for the current day, since
midnight. Daily statistics reset at midnight.
Total licenses
Total licenses
Available licenses
Available licenses
Surveys offered last hour
Number of surveys selected and offered to customers within the past hour.
Surveys offered today
Number of surveys selected and offered to customers since midnight.
Active surveys
Number of calls in a Connected state where the customer has agreed to take a survey at the end of the call. This
number reflects customers that have not started the survey as well as customers currently taking the survey who are
still Connected to the CIC system.
Surveys completed today
Number of calls since midnight where a Survey was completed by obtaining answers to all of the questions. This
count does not include Active Surveys or Abandoned Surveys.
Surveys abandoned today
Number of calls who agreed to take a survey (at one point considered an Active Survey) but did not complete the
survey. This reflects calls where the customer disconnected before taking the survey as well as those that
disconnected while taking the survey before completing it. Abandoned survey data is not used in survey reports.
Surveys bypassed (no license) today
Number of calls since midnight where the customer took a survey but the agent who dealt with the caller did not
have an Interaction Feedback Access license. In this case, the customer completed the survey and the data was
captured, but it will not be included in the survey data in Interaction Feedback Reports. In the case where multiple
agents handled a call, if at least one of the agents has an Interaction Feedback Access license, the survey data will be
included in the reports.
Survey opt-outs today
Number of calls since midnight where the customer did not agree to take the survey. This includes calls in the
Connected state as well as previously disconnected calls.
Surveys in error today
Number of system errors generated by the CIC server since midnight. These errors could be any system error that
could affect the performance of the CIC server, and which are reflected in either the CIC server's Windows event logs
or CIC subsystem logs.
Below minimum score
This column is used only if a survey definition specified a value (other than 0) in the Minimum Acceptable Score
field. If a survey specifies a minimum value, indicating the lowest acceptable score on a survey, then each survey
completed since midnight that scored below that minimum value is counted in this column.
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Interaction Supervisor
Caller disconnects today
This column is used to indicate surveys that have been opted into for which the caller has disconnected before the
survey was presented, for today.
Agent no answer today
This column is used to indicate surveys that have been opted into for which no agent have answered, for today.
Survey average score last hour
This column displays the average score of selected surveys within the past hour.
Survey average score today
This column displays the average score selected surveys since midnight.
Licenses
This category summarizes CIC license availability and utilization.
Allowed
The total number of licenses on this system for the given license type.
Available
The number of licenses on this system for the given license type that are not yet used.
In use
The number of licenses on this system for the given license type that are in use.
Available in percent
The percentage of licenses on this system for the given license type that are not yet used.
Used in percent
The percentage of licenses on this system for the given license type that are in use.
Agents Real-Time Adherence Details
Interaction Optimizer Real Time Adherence (RTA) statistics inform about agents who are currently scheduled. RTA
statistics report scheduling unit, workgroup, status, scheduled activity, actual activity (based on status), adherence
status, exception type, current adherence time, cumulative shift in adherence and shift out of adherence duration for
an agent.
Agent
Display name of scheduled agent.
Status
Current logged in status of agent
Adherence status
Agent adherence status indicating In Adherence or Out of Adherence with the schedule.
Scheduled activity
The activity scheduled by Interaction Optimizer for this agent at this point in time.
Actual activity
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Current actual activity of agent based on logged in status.
Current adherence duration
Duration for which agent is in the current adherence state after last adherence status change.
Shift time in adherence
The cumulative amount of time that an agent has been in adherence, accumulated for the entire shift.
Shift time out of adherence
The cumulative amount of time that an agent has been out of adherence, accumulated for the entire shift.
Number of agents in adherence
The count of users in adherence with the current schedule.
Number of agents out of adherence
The count of users not in adherence with the current schedule.
Percent of agents in adherence
The percentage of users in adherence with the current schedule.
Percent of agents out of adherence
The percentage of users not in adherence with the current schedule.
Queue Statistics
This category contains counts of active interactions in a queue
Interaction count
Number of non-disconnected interactions of a specified type maintained by queue manager.
Session Manager Statistics
Statistics for each running Session Manager are given both as a total and broken down by device type.
Session count
The number of active sessions that are currently running on the given Session Manager.
Current Period
Period ends every [%1%] seconds
Current shift
Shift starts at [%1%]
Previous Period
Period ends every [%1%] seconds
Previous Shift
Shift starts at [%1%]
Call
Call
Chat
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Chat
Email
Email
Callback
Callback
Generic
Generic
All objects
All objects
%1%
[%1%] => Call: %2%%3% Chat: %4%%5% Email: %6%%7% Generic: %8%%9% Callback: %10%%11% Work Item:
%12%%13%
%1%%2%
On Phone
On Phone
LicenseType
Client Services Resources
Client Services statistics report the number of resources that CIC's Client Services subsystem has available at a given
point. These statistics are updated at the regular statistics interval. Client Services keeps track of logged-in users, their
status, and their rights based on security configurations.
Status of the aggregator connection
This Boolean indicator (Yes or No) indicates whether a connection with Interaction Aggregator server is active.
Content Servers Statistics
Content Servers statistics include statistics that help determine the state of configured Remote Content Servers and
Recorder Server.
Available HTTP Client Connections
HTTP client threads available for accepting recordings.
Available local disk space
Free disk space for recordings on the local machine in gigabytes.
Available log disk space
Free disk space for logs in gigabytes.
Available share disk space
Free disk space for recordings on network shares in gigabytes.
Configured for Amazon S3
Indicates whether or not Recorder Server is connected to Amazon’s Simple Storage Service.
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Failed transfers last hour
Number of recordings failed to transfer last hour.
Memory usage
The amount of paged physical memory (working set) that a content server is using, expressed in kilobytes.
Recordings played back last hour
Recordings played back in the last hour.
Recordings successfully processed last hour
Number of recordings successfully processed last hour.
Total CPU usage
The value is the sum of CPU utilization reported by Windows across all cores present in the machine. A value of 100%
on a four core machine would indicate that all cores are complete used.
Email
The statistics in this category summarize Email routing activity in CIC. These statistics are updated at the regular
statistics interval.
Emails waiting to be delivered
Number of Email messages that have been left, which CIC has not started processing.
Emails in pre-delivery processing.
Number of Email messages that CIC is in process of delivering.
Emails that cannot be delivered
Number of Email messages that could not be delivered, either because the number of retry attempts on the message
has been exceeded, or because something about the message makes it undeliverable (e.g. there are no recipients, a
voicemail that is missing an audio file, etc.)
Emails scheduled to be retried
Number of Email messages that have had at least one failed attempt at delivery, but because that failed attempt
might have been due to a momentary problem (e.g. network outage, unavailable server, etc.), at least one more
delivery attempt will be made.
Fax
This category provides information about Faxing operations in the CIC system. These statistics are updated at the
regular statistics interval.
Faxes sent successfully
The total number of Faxes sent successfully today, this value is reset to zero every day at midnight.
Faxes send connection failures
The total number of Faxes that failed due to invalid Fax numbers or connection problems (no available lines, or other
telephony failure) since the server was restarted.
Fax sends aborted
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The number of Faxes sends that failed due to a faxing protocol error (too much line noise, too many errors, failure to
negotiate baud rate, etc.)
Faxes received successfully
The total number of Faxes received today, this value is reset to zero every day at midnight.
Fax receptions failed (connection failure)
Total number of Faxes received which failed due to no Fax resources available. This error indicates that additional
hardware Fax resources are required.
Fax receptions failed (aborted)
Total number of Faxes received which failed due to line noise or faxing protocol error.
Total fax licenses
Total number of fax licenses.
Fax licenses available
Number of active Fax stations that are currently available to send or receive Faxes. A low number indicates that
additional active Fax resources should be added or configured. The display indicates the total number available out
of total.
Interaction Statistics
This category provides counts or durations for general object types in CIC.
Longest call
Duration of the longest call currently in the system.
Longest chat
Duration of the longest chat currently in the system.
Longest email
Duration of the longest Email currently in the system.
Longest workflow
Duration of the longest workflow currently in the system.
Longest generic object
Duration of the longest generic object currently in the system.
Active calls
Total number of active call objects in the system, including SIP calls. See SIP Station Calls for a count of active SIP
calls only.
Active chats
Number of active chat objects in the system.
Active emails
Number of active Email objects in the system.
Active workflows
Number of active workflows in the system.
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Active generic objects
Number of active generic objects in the system. A generic object is an integration object that can be placed on a
queue, and routed throughout CIC. Each generic object represents a third-party software construct of some sort,
such as an external ticketing system, video conference, or other software that was defined by a third party.
SIP Station Calls
The number of active calls that are SIP station calls. For example, if Active Calls equals 10, and there are 5 SIP station
calls at the same time, then the total call count is 10, with 5 of those calls being SIP Station Calls.
IC Memory Usage
IC Memory Usage statistics report the amount of memory that CIC subsystems are consuming (in kilobytes). These
statistics are updated every 5 minutes.
Acc Server
The amount of paged physical memory (working set) that Accumulator (Acc) server is using, expressed in
kilobytes. Accumulators, similar to system registers, count events as they occur in the CIC's Interaction Processor.
Instances of these events are stored in variables and are accessible in report logs or other handlers using the
Accumulator tools in Interaction Designer.
Acd Server
The amount of paged physical memory (working set) that ACD Server is using, expressed in kilobytes. ACD Server
determines which agent a call should be routed to, based upon skill and other factors.
Admin Server
The amount of paged physical memory (working set) that Admin Server is using, expressed in kilobytes. Admin Server
provides ACL management and licensing on top of the data managed by Directory Services. It maintains a very large
cache of data with a size proportional to the amount of configuration information
Stat Alert Server
The amount of paged physical memory (working set) that Alert Server is using, expressed in kilobytes. Alert Services
allows users and supervisors to define specific circumstances (e.g., average hold time > 10 minutes) under which they
are to be alerted and the means by which the alert is to occur (e.g., e-mail, pager, phone call, etc.).
Client Services
The amount of paged physical memory (working set) that Client Services is using, expressed in kilobytes. Client
Services keeps track of logged-in users, their status, and their rights based on security configurations.
Cluster Connector
The amount of paged physical memory (working set) that the Cluster Connector is using, expressed in kilobytes.
Compression Manager
The amount of paged physical memory (working set) that Compression Manager is using, expressed in kilobytes.
Compression Services compress audio recordings (such as voice mail messages) using the TrueSpeech compression
algorithm.
Data Manager
The amount of paged physical memory (working set) that Data Manager is using, expressed in kilobytes. Data
Manager is the CIC subsystem that services Reverse White Page (RWP) lookup requests, as well as contact directory
requests. Data Manager keeps track of data sources used to display Contact Directory and Speed Dial notebook
pages in the CIC clients.
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DS server
The amount of paged physical memory (working set) that Directory Services is using, expressed in kilobytes. Directory
Services provides the interface to the proprietary data store (configuration repository) that CIC uses to store system
configuration information.
DS sink
The amount of paged physical memory (working set) that DSSink is using, expressed in kilobytes.
EMS Server
The amount of paged physical memory (working set) that Multi-Site Client is using on a peer CIC site, expressed in
kilobytes.
Fax Server
The amount of paged physical memory (working set) that Fax Services is using, expressed in kilobytes. The Fax
subsystem allows the Interaction Center Platform to send and receive faxes.
File Monitor
The amount of paged physical memory (working set) that File Monitor is using, expressed in kilobytes. File Monitor
keeps track of file usage.
File Router
The amount of paged physical memory (working set) that the File Router is using, expressed in kilobytes.
Host Server
The amount of paged physical memory (working set) that Host Server is using, expressed in kilobytes. Host Services
allows Interaction Center Platform to communicate with mainframes and IBM AS/400 systems using the 3270 and
5250 terminal emulation protocols.
IP
The amount of paged physical memory (working set) that Interaction Processor (IP) is using, expressed in kilobytes.
Interaction Processor (IP) is the CIC subsystem that processes low-level subsystem events in order to implement
higher-level business logic. For example, Interaction Processor starts an instance of a handler in response to an event.
IP Server
The amount of paged physical memory (working set) that IP Server is using, expressed in kilobytes. IP Server manages
several helper tasks for Interaction Processor and Report Logging. Specifically it logs line activity, and manages part of
the Message waiting light processing.
IPDB Server
The amount of paged physical memory (working set) that IPDB Server is using, expressed in kilobytes. IPDB Server
connects Interaction Processor to a specified database when Database tools are used.
Mail Account Monitor
The amount of paged physical memory (working set) that Mail Account Monitor is using, expressed in kilobytes. Mail
Account Monitor is responsible for syncing external user attributes from Mail accounts or LDAP to Directory Services.
Notifier
The amount of paged physical memory (working set) that Notifier is using, expressed in kilobytes.
Optimizer Server
The amount of paged physical memory (working set) that Optimizer Server is using, expressed in kilobytes.
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Out Of Proc
The amount of paged physical memory (working set) consumed by OutOfProc server, expressed in kilobytes.
OutOfProc server is a service used to execute DLLs for Interaction Processor without risking the integrity of the IP
process. Its size will be a function of any custom activities that might be added by the customer or VAR via these
customization interfaces.
Post Office Server
The amount of paged physical memory (working set) that Post Office Server is using, expressed in kilobytes. Post
Office Server (POS) is the CIC subsystem that provides platform independent access to Email services such as message
store access and message delivery. POS also provides support for Email routing, and will initiate an Reverse White
Page (RWP) lookup request before queuing an incoming email interaction.
Reco
The amount of paged physical memory (working set) that Speech Recognition (ASR) is using, expressed in kilobytes.
Speech recognition services recognize spoken commands and phrases for applications such as speech-enabled IVR
(interactive voice response).
Recorder Server
The amount of paged physical memory (working set) that Interaction Recorder Server is using, expressed in kilobytes.
Interaction Recorder is an application for managing phone calls, Emails, Faxes, screen recordings, and Web chats
recorded within the CIC platform. Interaction Recorder identifies interactions to record and manages the compression,
archiving, and storing of the attributes for each type of media recording. Using Interaction Recorder, you can quickly
sort and manage large numbers of recordings. Interaction Recorder also includes features for scoring agent
interactions and quality monitoring.
Session Manager
The amount of paged physical memory (working set) that Session Manager is using, expressed in kilobytes.
SMS Server
The amount of paged physical memory (working set) that Simple Message Services Server is using, expressed in
kilobytes. CIC provides tools that allow SMS messages to be sent or received.
Statistics Server
The amount of paged physical memory (working set) that Statistics Server (StatServer) is using, expressed in kilobytes.
Statistics Server tracks important statistical information for real-time views.
Switchover
The amount of paged physical memory (working set) that the CIC's automated switchover system is using, expressed
in kilobytes. If an CIC server ever fails, in less than 30 seconds the server can switch control to another mirror image
CIC server with minimal phone disruption. In addition, the switchover scheme allows administrators to manually
switch the 'active' CIC server with no phone disruption.
Tracker Server
The amount of paged physical memory (working set) that Tracker Server is using, expressed in kilobytes. Interaction
Tracker is composed of two server-side subsystems: Tracker Server and Tracker Tran Server (also called Transaction
Server). Tracker Server listens for specific events from Queue Manager and inserts and updates interaction
records. Tracker Tran Server processes insert and update requests from Tracker Server and insert, update, and query
requests from Interaction Tracker Clients.
Transaction Server
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Interaction Supervisor
The amount of paged physical memory (working set) that Transaction Server is using, expressed in kilobytes.
Transaction Server is a generic processor of database transactions related transactions for several different
subsystems including Tracker and Recorder.
Telephony Services
The amount of paged physical memory (working set) that Telephony Services is using, expressed in kilobytes.
VPIM receiver
The amount of paged physical memory (working set) that Voice Profile for Internet Mail (VPIM) Receiver is using,
expressed in kilobytes. VPIM a mechanism for identifying body parts that a sender deems critical in a multi-part
Internet mail message.
Web Processor
Amount of paged physical memory that Web Processor is using, expressed in kilobytes. Web Processor is the CIC
subsystem that handles all incoming web interactions and internal intercom chats. It operates in conjunction with
servlet process on a web server and acts as web interface into the CIC system.
IC Performance
This category provides information about performance of CIC server. These statistics are updated at the regular
statistics interval.
System latency
Measures round trip time of a message through the Notifier subsystem. This indicates the general latency of the CIC
platform. A high latency value indicates that the server is busy and may require additional hardware resources. On a
system that is not under load, this value is typically zero. On a moderately tasked system, a typical value might be 50100 ms. A system under heavy load might be higher. Values over 300 milliseconds may cause noticeable delays and
could indicate that a hardware upgrade or handler optimization is needed.
Average latency
The average Notifier/Queue Manager latency in milliseconds. This statistic is computed by sending no-op requests
from Remoco to Queue Manager and then measuring the latency in the response from Queue Manager.
Page faults
Page faults are the number of times that the operating system has to use the hard disk as a memory resource. A
consistently large number of page faults may indicate that more main memory may be required.
Free disk space recordings
The free disk space recordings currently consume on this system in gigabytes.
Free disk space logs
The free disk space logs currently consume on this system in gigabytes.
Free disk space system
The free disk space of this system in gigabytes.
Free disk space work
The free disk space work in gigabytes.
Total disk space system
The value indicates the amount of free space that is available on the drive where the operating system resides.
Total disk space work
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The value indicates the amount of free space that is available on the drive that contains the CIC work directory.
Total disk space recordings
The value indicates the amount of free space that is available on the drive where recordings are saved.
Total disk space logs
The value indicates the amount of free space that is available on the drive where logs are saved.
Total CPU usage
The value is the sum of CPU utilization reported by Windows across all cores present in the machine. A value of 100%
on a four core machine would indicate that all cores are completely used.
Available CPU
Available CPU in percent.
Notifier CPU usage
The value is the percentage of total CPU used by the Notifier subsystem across all cores present in the machine.
IP CPU usage
The value is the percentage of total CPU used by the Interaction Processor subsystem across all cores present in the
machine.
TTS CPU usage
The value is the percentage of total CPU used by the text to speech subsystem across all cores present in the
machine.
TS CPU usage
The value is the percentage of total CPU used by the Telephony Services subsystem across all cores present in the
machine.
PMQ
The statistics in this category summarize activity in persistent message queues.
Note: Starting with CIC 2017 R1, the "PMQ is persisted to disk" and the "oldest message on disk" statistics now report
the actual number of PMQ files present in the filesystem. These statistics are updated every 60 seconds.
IP is connected to DB
Indicates whether or not Interaction Processor's PMQ object currently has a connection to the database. Not having a
connection only indicates an error if items are also being persisted to disk.
IP Server is connected to DB
Indicates whether or not IP Server's PMQ object currently has a connection to the database. Not having a connection
only indicates an error if items are also being persisted to disk.
Admin Server is connected to DB
Indicates whether or not Admin Server's PMQ object currently has a connection to the database. Not having a
connection only indicates an error if items are also being persisted to disk.
Stat Server is connected to DB
Indicates whether or not Stat Server's PMQ object currently has a connection to the database. Not having a
connection only indicates an error if items are also being persisted to disk.
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Recorder server is connected to DB
Indicates whether or not Recorder Server's PMQ object currently has a connection to the database. Not having a
connection only indicates an error if items are also being persisted to disk.
IP's PMQ is persisted to disk
Indicates that PMQ is currently buffering Interaction Processor messages to disk. This is a common occurrence for
Stat Server since it periodically sends large amounts of data to the database. If the subsystem is connected to the
database, and it has messages persisting to disk then you should examine the 'oldest message on disk' statistic to find
out whether messages are flowing smoothly or are backed up.
IP Server's PMQ is persisted to disk
Indicates that PMQ is currently buffering IP Server messages to disk. This is a common occurrence for Stat Server
since it periodically sends large amounts of data to the database. If the subsystem is connected to the database, and
it has messages persisting to disk then you should examine the 'oldest message on disk' statistic to find out whether
messages are flowing smoothly or are backed up.
Admin Server's PMQ is persisted to disk
Indicates that PMQ is currently buffering Admin Server messages to disk. This is a common occurrence for Stat Server
since it periodically sends large amounts of data to the database. If the subsystem is connected to the database, and
it has messages persisting to disk then you should examine the 'oldest message on disk' statistic to find out whether
messages are flowing smoothly or are backed up.
Stat Server's PMQ is persisted to disk
Number of Stat Server PMQ objects that are currently persisted to disk.
Recorder Server's PMQ is persisted to disk
Number of Recorder Server PMQ objects that are currently persisted to disk.
IP's oldest message on disk
This statistic indicates the age of the oldest message that PMQ is currently storing to disk for Interaction Processor
server. This operation is common for Interaction Processor server, and should be a concern only if the time lag is
larger than the default reporting period (30 minutes).
IP Server's oldest message on disk
Age of the oldest message that PMQ is currently storing to disk for Interaction Processor server. This operation is
common for Interaction Processor server, and should be a concern only if the time lag is larger than the default
reporting period (30 minutes).
Admin Server's oldest message on disk
Age of the oldest message that PMQ is currently storing to disk for Admin Server. This operation is common for
Admin Server, and should be a concern only if the time lag is larger than the default reporting period (30 minutes).
Stat Server's oldest message on disk
Age of the oldest message that PMQ is currently storing to disk for Stat Server. This operation is common for Stat
Server, and should be a concern only if the time lag is larger than the default reporting period (30 minutes).
Recorder Server's oldest message on disk
Age of oldest message that PMQ is currently storing to disk for Recorder Server. This operation is common for
Recorder Server, and should be a concern only if the time lag is larger than the default reporting period (30 minutes).
Recorder Server errors persisted to disk
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Number of Recorder Server error objects that are currently persisted to disk.
Recorder Server's oldest error on disk
Age of the oldest error that Record Server is currently storing to disk.
Recording
The statistics in this category describe activity in Interaction Recorder. These statistics are updated at the regular
statistics interval.
Recorder is processing recordings
Indicates whether the Interaction Recorder system is currently processing recordings.
Note: If you see the status False, it probably means that the system is idle. It does not necessarily mean there is a
problem.
Recorder database is available
Indicates whether the Interaction Recorder system can connect to its database.
Recordings in progress
Number of recordings that Interaction Recorder is conducting.
Successful recordings (last hour)
Number of successful recordings that occurred in the last sixty minutes.
Successful recordings (today)
Number of successful recordings that occurred since midnight.
Recording lag time
The oldest recording currently in the Recorder cache.
Encumbered recordings (today)
Number of recordings since midnight where one or more of the internal participants does not have an Interaction
Recorder workstation license.
Encumbered recordings (last hour)
Number of recordings in the previous 60-minute interval where one or more of the internal participants does not
have an Interaction Recorder workstation license.
Unsuccessful recordings (last hour)
The number of failed recordings that occurred in the last sixty minutes.
Unsuccessful recordings (today)
The number of unsuccessful recordings that occurred since midnight.
Recording storage locations low on space
The number of recording storage locations that have 5 GB or less free space.
Recording storage locations
The number of recording storage locations.
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Speech Recognition
The statistics in this category describe speech recognition activity in CIC.
Current speech recognition sessions
Number of speech recognition sessions currently occurring in the system.
Peak number of recognition sessions
The peak number of concurrent speech recognition sessions since the system was started.
IC System Status
The statistics in this category indicate general system status in terms of number of executing handlers, host and
database tool errors, and available text-to-speech sessions. These statistics are updated at the regular statistics
interval.
Maximum executing handlers
Maximum number of handlers that can be executed in the system at any time.
Currently executing handlers
The value indicates the total number of handlers that are currently executing in the system. If this number continually
trends up, this could indicate that handlers are not completing execution due to design flaws, or tool defects.
Queued handler threads
Number of handlers that are queued in the system right now.
Current handlers in the thread pool
Number of handlers in the thread pool.
IP is running
Indicates whether Interaction Processor is running.
Available remote licenses
The number of available remote licenses, updated every 10 minutes.
Host tool connection errors
Total errors for the 'Host Connect' Host Interface tool for the last ten minutes. These are failed attempts to connect
to the host system. Errors of this type typically indicate host/communications problems or an incorrectly configured
host profile.
Host tool other errors
Total errors for the other Host Interface tool for the last ten minutes. Typically these are minor errors, caused by
timeouts, unrecognized screens, and handler programming errors.
Total TTS sessions
Maximum number of concurrent TTS sessions allowed.
Available TTS sessions
This value indicates the total number of text-to-speech sessions that are currently available. If the available number is
approaching zero, you may need to purchase additional TTS sessions.
Ts ping time
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The amount of time in milliseconds to ping the CIC's Telephony Services subsystem.
Switchover UDP heartbeat interval
Heartbeats are a series of signals emitted at regular intervals, by CIC servers on the network. This stat indicates the
transmission rate for UDP heartbeats on the Switchover server, expressed in milliseconds.
Backup Server ready
Indicates the health of the backup (Switchover) server. Displays Yes if the backup server is ready, or No if the backup
server is known to be in a bad state or is no longer processing properly.
Backup Server name
The Notifier name of the backup server, or N/A if no backup server is configured.
Time since last switchover
The amount of time that has passed since the last known switchover occurred, or 'N/A' if no backup server is
configured.
Indicates if a switchover was performed
Indicates if a switchover was performed.
Tracker Server
These performance statistics indicate the overall health of Interaction Tracker Server in the previous ten minute
interval.
Interaction segment notifications
Number of update notifications sent by Queue Manager to Interaction Tracker. This indicates how busy the server is,
after having processed state changes of objects in the system (e.g. hold to voice mail, etc.).
Posted tracker transactions
Number of transactions sent to Tracker Transaction Server for processing in the last ten minute period.
Failed tracker transactions
Number of transactions sent to Tracker Transaction Server in the last ten minute period that failed. A high value
indicates that Tracker Transaction Server may be down.
Transaction Server
Transaction Server statistics indicate the overall health of Transaction Server-a generic transaction server for
recording, logging, etc. These performance statistics indicate the overall health of Transaction Server in the previous
ten minute interval.
Executed transactions
Number of transactions that Transaction Server successfully executed in the previous ten minute interval.
Failed transactions
Number of transactions that Transaction Server failed to execute in the previous ten minute interval. A high value
could indicate that database errors are occurring.
Average successful transaction time
Average amount of time that Transaction Server needed to process a transaction in the previous ten minute interval.
Workgroup Statistics
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Interaction Supervisor
Workgroup statistics summarize ACD interactions, number of agents logged in, and other particulars that are
common to the workgroup as a whole. The workgroup may or may not have associated queues.
Total agents
Total number of agents in the specified workgroups. This is typically the number of users that are members of the
specified workgroup on the current server. This statistic does not take into account members of the same workgroup
on peer servers.
Logged in
The number of agents logged in for the specified workgroup. This is also the number of agents who are logged into
the current server. This count does not include agents who are logged into peer servers for the same workgroup.
Available for ACD interactions
The number of agents available to take ACD interactions. An agent is considered to be available to take ACD
interactions if all of the following apply: a) the agent is not on another interaction, b) the agent has an available
status, c) the agent is logged in, d) the agent is activated on the specified workgroup. Note that Agent utilization does
apply to this statistic.
Percent available
Percent of logged in agents that are available for ACD interactions. ((available to take ACD interactions / logged in) *
100)
Not available for ACD interactions
Number of agents not available to take ACD interactions. The number of logged in and active agents minus the
agents available for any interaction.
Longest available
Longest period of time an agent is available. In other words, the duration of the longest available agent to take an
ACD interaction for the specified workgroups. See Available to take ACD interactions.
On inbound ACD interactions
Number of agents on inbound ACD interactions.
On inbound ACW
Number of agents performing after call wrap-up work after receiving an ACD interaction.
Longest inbound ACD interaction
Duration of the longest of the currently active inbound ACD interactions, or 0 if there is no inbound ACD interaction
active. The duration does not include wait time or answer time. It is the time it takes for an interaction to be handled
by an agent in a queue (excluding wrap time), from first connect to queue removal/disconnect.
On outbound ACD interactions
Number of agents on outbound ACD interactions.
On outbound ACW
Number of agents performing after call wrap-up work to conclude an outbound ACD interaction.
Longest outbound ACD interaction
Duration of the longest active outbound ACD interaction, or 0 if there is no active outbound ACD interaction.
On non-ACD interactions
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Number of agents on non-ACD interactions.
Longest non-ACD interaction
Duration of the longest of the currently active non-ACD interactions, or 0 if there is not an active non-ACD interaction.
Agents in status
Number of agents in a particular status.
Interactions received
Total number of interactions that entered the queue.
Interactions flowed-Out
Number of interactions flowed-out.
Interactions answered
Number of interactions answered, calculated as the number of ACD interactions from the specified workgroup that
went to a Connected state in the agent's queue.
Interactions completed
Number of interactions completed (that went from a state of ACD - Assigned to ACD - Disconnected).
Interactions abandoned
Number of interactions that were externally disconnected by the remote party before they could be client connected
(picked up by an agent). Tip: the CIC data dictionary provides supplemental information about abandoned calls.
Average talk time
Total amount of time that All Agents spent on different ACD interactions, divided by number of ACD interactions
handled by All Agents.
Total talk time
Total amount of time that All Agents spent on different ACD interactions.
Average wait time
The total time that different ACD interactions waited in the Workgroup Queue before they were ACD assigned,
divided by number of ACD interactions for the period reported.
Total wait time
The total time that different ACD interactions waited in the Workgroup Queue before they were ACD assigned.
Longest talk time
The total talk time of the longest currently connected interaction.
Longest interaction waiting
Time of the longest currently waiting interaction. This interaction has been in the ACD - Wait Agent state the longest.
Its duration is the amount of time that the interaction has waited to be picked up by an available agent, based on
time in queue only. Supervisor workflow statistics always pertain to time in a workgroup or user interaction. Overall
time in the system (such as time in IVR) is not counted.
Service Level Distributions
The interactions that connected callers to agents within a specified time interval.
Service level Target
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Service level Target
Service Level Missed Target
Service Level Missed Target
Abandon Rate Distributions
Abandon Rate Distributions
Abandon Rate Target
Abandon rate Target
Abandon Rate Missed Target
Abandon Rate Missed Target
Agents logged in on this workgroup
Number of agents logged in on this workgroup.
Agents available
The percent of logged in agents that are available for ACD interactions. See definitions for Logged In and Available to
take ACD interactions. This is calculated as: (Available to take ACD interactions / Logged in) * 100
Interactions answered
Total number of interactions answered, which went from ACD - Wait Agent to ACD - Assigned.
Interactions waiting
Number of interactions waiting to be connected to an agent. These interactions are currently in the ACD - Wait
Agent state.
Average agent positive score
Sum up agent positive score divided by the total number of calls in the current/previous period or shift
Average agent negative score
Sum up agent negative score divided by the total number of calls in the current/previous period or shift
Average customer positive score
Sum up customer positive score divided by the total number of calls in the current/previous period or shift
Average customer negative score
Sum up customer negative score divided by the total number of calls in the current/previous period or shift
Lowest active agent negative score
Lowest agent negative score for active calls
Lowest active customer negative score
Lowest customer negative score for active calls
Dialer Statistics
Dialer Statistics
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Dialer agent statistics
Summarize the activity of a specific Dialer agent.
Dialer campaign statistics
Totals that pertain to a campaign or site.
Dialer overall statistics
Summarize Dialer's performance as a whole.
Dialer phone number detail statistics
Summarize the details of a specific phone number.
Dialer skill statistics
Summarize the details of a specific skill.
Dialer stage statistics
Summarize the activity for a specific Dialer stage.
Dialer wrap up statistics
Summarize the dispositions of Dialer calls
Dialer agent statistics
These statistics summarize the activity of a specific Dialer agent.
Abandon Rate (by calls)
The percentage of total Dialer calls handled by this agent which were classified as abandons.
Abandon Rate (by contacts)
The percentage of total Dialer calls handled by this agent which were contacts and were classified as abandons.
Abandon Rate (by detections)
The percentage of Dialer calls handled by this agent which reached a live party and were classified as abandons.
Average Break Time
The average amount of time this agent spends on break.
Average Dialer Talk Time
The average amount of time this agent spends on each Dialer call.
Average Idle Time
The average amount of time this agent spends idle.
Average Non-Dialer Talk Time
The average amount of time this agent has spends on each non-Dialer call.
Average Talk Time
The average amount of time this agent has spent on each call.
Contact Rate
The percentage of total Dialer calls handled by this agent which were classified as contacts.
Contacts Per Hour
The number of Dialer calls resulting in a contact which this agent handles per hour.
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Dialer Calls
The number of Dialer calls this agent has completed.
Idle Periods
The number of times this agent has been idle.
Logged In Time
How long the agent has been logged into the campaign.
Non-Dialer Calls
The number of non-Dialer calls this agent has completed.
Percent Break Time
The percentage of this agent's time which has been spent on break.
Percent Dialer Talk Time
The percentage of this agent's time which has been spent on Dialer calls.
Percent Idle Time
The percentage of this agent's time which has been spent idle.
Percent non-Dialer Talk Time
The percentage of this agent's time which has been spent on non-Dialer calls.
Stage
The stage the agent is currently in.
Station
The station this agent is logged into.
Status
The agent's current status.
Successes Per Hour
The number of successful Dialer calls this agent handles per hour.
Successes Rate (by calls)
The percentage of total Dialer calls handled by this agent which were classified as successes.
Successes Rate (by contacts)
The percentage of Dialer calls handled by this agent which were contacts and were classified as successes.
Time in Stage
How long the agent has been in the current stage.
Time in Status
How long the agent has been in the current status.
Total Abandons
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The number of calls this agent has completed that were classified as abandons.
Total Break Time
The total amount of time this agent has spent on break.
Total Breaks
The number of times this agent has been on break.
Total Contacts
The number of calls this agent has completed that were classified as contacts.
Total Detections
The number of calls this agent has completed that were detected as a live speaker.
Total Dialer Talk Time
The total amount of time this agent has spent on connected Dialer calls.
Total Idle Time
The total amount of time this agent has spent idle.
Total Non-Dialer Talk Time
The total amount of time this agent has spent on connected non-Dialer calls.
Total Successes
The number of calls this agent has completed that were classified as successes.
Total Talk Time
The total amount of time this agent has spent on Dialer and non-Dialer calls.
Dialer campaign statistics
Campaign statistics pertain to a campaign or site. These statistics are sometimes special values which represent "roll
up" statistics across all entries of a type. When a campaign is reset, Dialer campaign statistics are reset to 0.
Afterwards, its statistics reflect data collected in the duration of time since that reset occurred.
Abandon Rate
The current abandon rate for this campaign. This is the ratio of system-identified abandons to system-detected live
persons, as was determined by call analysis, for the period. The formula is (system-calculated abandons / systemdetected live people) * 100. For more information, see How Call Analysis detections affect Abandon Rate.
Active Agents
The number of agents currently active in this campaign. This number corresponds to the number of agents that are
logged in and not on break.
Active Calls
The number of calls active within Dialer. This includes pending calls, outstanding calls, and connected calls.
Adjusted Calls Per Agent
The number of calls Dialer needs to place on average, at this moment, to get a connection, adjusted by the pace.
Agents on Break
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The number of agents logged into this campaign that are currently on break.
Cached Contacts
The number of contacts currently in Dialer's cache.
Calls Per Agent
The number of calls Dialer needs to place on average, at this moment, to get a connection.
Calls Per Hour
The number of calls this campaign will place in an hour.
Connected Calls
The number of calls currently connected in this campaign. This statistic includes calls that are connected and calls that
are disconnected but are awaiting completion information to be sent by agents who are currently in a follow-up state.
Current Pace
This value reports the current pace of a campaign. The aggression level (pace) determines the speed with which the
predictive algorithm tells the server to place outbound calls. The faster the pace, the more rapidly the Outbound
Dialer server places calls. For example, if the pace level is high, the predictive algorithm tells the server to place calls
very quickly.
This value may have been adjusted in response to "Max Abandon Rate" settings, and other criteria, such as Contact
List quality. Pace ranges from -100 (not aggressive) to +100 (very aggressive). When the pace setting is 0, the pace is
entirely determined by the predictive algorithm's statistical averaging. The Outbound Dialer server may change this
pace setting at any time, if a maximum abandon rate is not set.
Effective Idle Agents
The portion of the idle agents that are dedicated to this campaign.
Estimated Completion
The estimated length of time left it will take this campaign to complete the current recycle.
Filter
The SQL Filter configured for a campaign, specifying which Contact List records should be dialed.
Filter Size
The number of callable contacts in the contact list for this campaign. Specifically, the number of records in the
Contact List that are callable after application of a Filter, but ignoring the Zone Set settings. This is used to diagnose
the effect the Filter has on the number of callable records. This statistic is also used to determine how effectively the
list has been penetrated (regardless of recycle) left in the list. Once this number becomes small, the list has been
sufficiently penetrated and a new filter should be applied, or a different campaign should be started.
Idle Agents
The number of agents logged into this campaign that are currently idle.
Last Error
The most recent error associated with this campaign.
Last Warning
The most recent warning associated with this campaign.
Non-Dialer Agents
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The number of agents in this campaign that are currently on non-Dialer calls.
Priority
The configured priority of this campaign.
Proceeding Calls
The number of calls currently proceeding in this campaign. These are calls that are currently being dialed or in the
process of call analysis. Once a live speaker has been found (based on whether call analysis and answering machine
detection has been enabled) the call will be routed to an agent via ACD. A Proceeding call will be considered
Connected once an agent is physically connected to the call.
Recycle Blocked
The number of contacts that will not be dialed because they are currently zone blocked. This can be used to diagnose
the effect the Zone Set is having on the number of callable records. Once a time zone becomes active (calls can be
placed to this zone) the count of records in this zone will be subtracted from this value and added to the Recycle Size
(no recycle is required in order for the newly active records to be picked up).
Recycle Size
The number of contacts left in the current recycle for this campaign. This value indicates the number of records in the
Contact List that must be processed before the list is recycled. In other words, this is the number of phone calls that
must be placed before the next recycle of the Contact List can occur. This number will decrease as the numbers of
calls placed for the current recycle increases. This includes only records that are callable when considering both the
active Filter and the Zone Set associated with the campaign.
Recycles Remaining
The number of recycles that need to be executed in order for the campaign to complete. The maximum number of
recycles is configured for each campaign and dictates how many times the dialer will go through the list before
completing or moving on to the next campaign. If a campaign is configured to recycle indefinitely then the remaining
recycles statistic is not used; the dialer will continually reprocess contacts from the list and will not complete or
transition to the next campaign. A transition may occur in this circumstance if the a transition rule has been
configured for use with the campaign.
Sort
The sort order used by a campaign. Specifically, the SQL sort criteria configured for a campaign that specifies the sort
order in which Contact List records should be dialed. Sort Criteria contains comma-separated values that indicate the
current sort order of the Contact List and works exactly like the ORDER BY clause of an SQL selection statement. An
example might be: 'PhoneNumber, Name DESC'.
Status
The running status of a campaign.
Total Agents
The number of agents currently logged into this campaign.
Workgroup
The workgroup used by this campaign.
Dialer overall statistics
These high-level statistics summarize Dialer's performance as a whole.
Active Agents
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The number of agents currently active in Dialer, across all campaigns.
Calls Per Agent
The number of calls Dialer needs to place on average, at this moment, to get a connect.
Calls Per Hour
The number of calls Dialer will place in an hour.
Connected Calls
The number of calls currently connected in Dialer, across all campaigns.
Non-Dialer Calls
The number of non-Dialer calls currently connected to Dialer agents, across all campaigns.
Proceeding Calls
The number of calls currently proceeding in Dialer, across all campaigns.
Total Agents
The number of agents currently logged into Dialer, across all campaigns.
Dialer phone number detail statistics
Statistics summarizing the details of a specific phone number.
Attempts
The total number of times this phone number type has been attempted.
Attempts Abandoned
The total number of attempts to this phone number type which have been classified as abandons.
Attempts Answering Machine
The total number of attempts to this phone number type which have been classified as answering machines.
Attempts Busy
The total number of attempts to this phone number type which have been classified as busy.
Attempts Fax
The total number of attempts to this phone number type which have been classified as fax.
Attempts No Answer
The total number of attempts to this phone number type which have been classified as no answer.
Attempts Remote Hangup
The total number of attempts to this phone number type which have been classified as remote hangups.
Attempts Rescheduled
The total number of attempts to this phone number type which have been rescheduled.
Attempts System Hangup
The total number of attempts to this phone number type which have been classified as system hangups.
Contact Rate
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The contact rate for this phone number type. The rate is calculated using the number of contacts and the total
number of attempts.
Contacts
The total number of contacts that have been made to this phone number type.
Dialer skill statistics
These statistics summarize the details of a specific skill. Skill statistics help supervisors manage skills-based dialing in
predictive, power, and preview modes.
Finishing Agents
The number of finishing agents active in the campaign with this skill combination.
Cached Contacts
The number of contacts requiring this skill combination which are currently in Dialer's cache. This is an assortment of
records that were pulled from the schedule table or standard campaign calls that have been pulled to dial.
Callable Contacts
The number of contacts requiring this skill combination which are callable. These records in the call list have a "C"
(callable) or blank Status column.
Idle Agents
The number of idle agents active in the campaign with this skill combination.
Total Agents
The number of agents active in the campaign with this skill combination.
Outstanding Contacts
The number of contacts requiring this skill combination which are currently being called. These calls are proceeding
(i.e. dialing).
Scheduled Contacts
The number of contacts requiring this skill combination which are scheduled. These calls will be placed according to
call schedule times. The status for these records is "S", "O", "R", or "T".
Total Contacts
The total number of contacts requiring this skill combination. This is a sum of callable, scheduled, and cached records.
Dialer stage statistics
Statistics summarizing the activity for a specific Dialer stage.
Average Time
The average time a call spends in this stage.
Completed Calls
The number of calls that were completed while in this stage.
Percent Completed
The percentage of the calls that enter this stage that are completed in this stage.
Total Calls
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The number of calls that entered this stage.
Total Time
The total time calls have spent in this stage.
Dialer wrap up statistics
Statistics summarizing the dispositions of Dialer calls.
Average Time
The average amount of time this agent spends on Dialer calls with this wrap-up category and code.
Percent Calls
The percentage of the total calls this agent has completed which they completed with this wrap-up category and
code.
Percent Time
The percentage of the time this agent has spent on calls for this wrap-up category and code to the total time the
agent has spend on calls.
Total Calls
The number of calls this agent has completed with a specific wrap-up category and code.
Total Time
The total time this agent has spent on Dialer calls with a specific wrap-up category and code.
Supervisor-related server parameters
The following server parameters can be set on the CIC server to affect the behavior of Supervisor in CIC Business
Manager.
Server Parameter
Values
Description
MaximumAgentsInAgentOverviewView
maximum as
integer
Maximum number of agents that the Agent
Overview can show. Defaults to 20.
MaximumAgentsInAgentGraphView
maximum as
integer
Maximum number of agents that the Agent
Graph can show. Defaults to 20.
MaximumWorkgroupsInWorkgroupOverviewView
maximum as
integer
Maximum number of workgroups that the
Workgroup Overview can show. Defaults to
20.
MaximumStatisticsInWorkgroupOverviewView
maximum as
integer
Limits the overall number of statistics that
can be shown in the Workgroup Overview.
Defaults to 180.
MaximumWorkgroupsInWorkgroupGraphView
maximum as
integer
Maximum number of workgroups that the
Workgroup Graph can show. Defaults to 20.
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MaximumStatisticsInSystemGraphView
maximum as
integer
Maximum number of statistics that can be
shown in the system status graph. Defaults
to 40.
MaximumStatisticsInAgentGraph
maximum as
integer
Maximum number of statistics that can be
shown in the Agent's graph. Defaults to 40.
MaximumStatisticsInWorkgroupGraph
maximum as
integer
Maximum number of statistics that can be
shown in the workgroups graph. Defaults to
40.
Licenses, Security and Access Control Rights
Licenses, Security and Access Control Rights
This section discusses licenses and rights that affect Interaction Supervisor users. When a user logs in to CIC Business
Manager, it enables all views for which that user has access. Access is governed by server license allocation and by
the assignment of security and access control rights in Interaction Administrator. The total number of licenses
available is enforced by CIC. If a needed view is unavailable after you log on, contact your CIC System Administrator
for assistance.
Administrative Rights manage who can grant access—what objects are shown and can be changed in Interaction
Administrator. Your CIC Administrator has administrative rights. Most CIC users do not have administrative rights, so
those are not discussed here. See Interaction Administrator Help for details.
Please note that:
•
Licenses determine whether or not a view category appears when adding a Supervisor view.
•
Security Rights manage access to client application features (listen, record, etc.)
•
Access Control Rights (ACLs) restrict access to objects (queues, users, etc.) and determine whether the
Supervisor user can view or modify those objects.
Rights must sometimes be assigned in pairs to control whether or not an option is visible or disabled. Interaction
Command Rights restrict the visibility of buttons in client applications. For example, if the Interaction Command Right
for Pick-Up is not assigned, the user won't see a Pick Up button in the toolbar. This works with corresponding “My
Interaction Rights” that control whether or not users can execute the button action.
You may be wondering why it is possible to display a button but not enable its action. The reasoning behind this is
that different customers want their clients to behave in different ways. Some customers want to hide the buttons and
others do not. Therefore rights are granular so that customers can configure the system in the manner that they
want.
Module Management Feature
Supervisor provides a command that displays application modules installed, and whether each license is enabled or
acquired. Pull down the Tools menu and select Module Management. For more details, see Module Management
dialog. Additional information about licensing is available online at http://license.inin.com.
Supervisor Related Licenses
Licenses determine whether or not a view category appears when adding a Supervisor view. If a view category is not
visible, an administrator can assign licenses as follows:
242
Interaction Supervisor
View Category
License assigned on User Configuration - Licensing tab
Agents and Workgroups
Workgroup Supervisor Plug-in
I3_ACCESS_WORKGROUP_SUPERVISOR_PLUGIN
Interaction Feedback Status
Views in the Interaction Feedback Status category are automatically
enabled if the Feedback feature license is present on the server. This
feature license is not allocated to users on the licensing tab of a user
configuration.
I3_FEATURE_BASE_FEEDBACK
Interaction Optimizer
Optimizer Supervisor Plug-in: Interaction Optimizer view category is
not visible unless this license is assigned to a user.
I3_ACCESS_OPTIMIZER_RTA
Display Optimizer Real-Time Adherence Statistics: assign to agents
to allow Supervisor to monitor their adherence.
I3_OPTIMIZER_SHOWRTA
System Status
System Status Supervisor Plug-in
I3_ACCESS_SYSTEM_STATUS_SUPERVISOR_PLUGIN
Interaction Tracker
Access to Interaction Tracker module. This license is not required by
the Interaction Details Supervisor view.
I3_ACCESS_TRACKER
Optional Interaction Analyzer columns in Two feature licenses control whether or not Interaction Analyzer
Queue Controls
columns appear in queue controls.
I3_FEATURE_ANALYZER
I3_FEATURE_RECORDER_ADVANCED
Interaction Conference
This feature license is not used by
Supervisor views.
Interaction Conference requires a feature license on the main
Interaction Center license. The required license key is
I3_FEATURE_INTERACTION_CONFERENCE.
If the feature license is not present, Interaction Conference is fully
functional, but all PIN numbers will be rejected when invitees
attempt to call into a conference. When the license is not present, all
callers are told "Your PIN is invalid. Goodbye."
Interaction Supervisor uses the licensing model introduced in CIC. A license is assigned to a user, or it may be
concurrent. A user can be configured in Interaction Administrator to have an assignable or concurrent license, but not
both.
•
An assignable license is one allocated to a specific user or station.
•
A concurrent license supports a number of simultaneous users accessing an application or feature. It allows
users to acquire available licenses dynamically, or as needed, via a network connection. A centralized service
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maintains a list of users and licenses available and in use, much like a library loans limited copies of
resources to authorized patrons.
To assign a feature license in Interaction Administrator, your CIC Administrator must:
1.
Select the Users container in Interaction Administrator.
2.
Double-click a user name in the right pane. The User Configuration dialog is displayed.
3.
Select the Licensing tab page.
4.
Select a license allocation method to use (assignable or concurrent).
5.
In the Additional Licenses list, check boxes for licenses that the user needs (see table above). For more
information on configuring the Licensing page, press F1 to open the Interaction Administrator Help.
IC Security Rights
Security rights manage the functionality offered by client applications, such as buttons for recording, listening, and
coaching.
1.
244
In Interaction Administrator, security rights are assigned from the Security tab of a configuration record,
after clicking the Security Rights button.
Interaction Supervisor
2.
The Security Rights dialog appears. Security rights can be viewed by two categories: Application and User.
Categories are subdivided into groups of related settings.
By default, <All> categories is selected to display security rights in both categories. You can optionally
locate rights by typing in the Search box.
3.
After referring to the table below, check the box for each security right you wish to assign. Rights that apply
to Interaction Supervisor users are marked with a star (
).
Application category
Group
Name
Interaction Conference Create and Modify All
Policy
Conferences
Description
Permits the user to create conferences and modify all
conferences.
I3_ATTR_RIGHT_INTERACTION_CONFERENCE_ALL
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Create and Modify
Conferences
Permit the user to create conferences, and modify conferences he
or she has created.
I3_ATTR_RIGHT_INTERACTION_CONFERENCE_OWNED
Optimizer
Allow Agent Preferences
Governs whether or not user can access agent preference
interfaces in Interaction Client .NET Edition and Interaction
Desktop. See "Working with Interaction Optimizer" in the help for
that application. This right is not required to use the Real Time
Adherence view.
I3_ATTR_RIGHT_OPTIMIZER_AGENT_PREFERENCES
Recorder Policy
Create/Delete
Grant this right to users who administer Interaction Recorder
Questionnaire Directories Questionnaires. It allows the user to create or delete
questionnaire directories and also to create, change, or delete
and Modify Rankings
rankings.
I3_ATTR_IR_CAN_CREATE_QDIRECTORIES
Interaction Recorder Policy Allow the user to use the Interaction Recorder Policy Editor in the
Editor
Interaction Recorder Client.
I3_ATTR_IR_CAN_USE_IRSELECTOR
Override Finished
Scorecards
This right allows the user to modify finished scorecards for
questionnaires in questionnaire directories that the user has at
least the View right for.
Once the scoring user clicks "Finish" on the scoring dialog, a
scorecard is considered to be finished. Once a scorecard is
finished, it cannot normally be changed, since that could affect
reports that use the scorecard.
This right provides the capability to change a Finished scorecard,
potentially affecting reports.
I3_ATTR_IR_CAN_OVERRIDE_FINISHED_QFORM
Tracker Policy
Add Individuals
User rights to add individuals in the Tracker Client.
I3_ATTR_INTX_ADD_INDIVIDUALS
Add Organizations
User rights to add organizations in the Tracker Client.
I3_ATTR_INTX_ADD_ORGANIZATIONS
Delete Individuals
User rights to delete individuals in the Tracker Client.
I3_ATTR_INTX_DELETE_INDIVIDUALS
Delete Organizations
User rights to delete Organizations in the Tracker Client.
I3_ATTR_INTX_DELETE_ORGANIZATIONS
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Interaction Supervisor
Execute long-running
queries
User rights to execute long-running queries in the Tracker Client.
Have Private Contacts
User rights to create private contacts in the Tracker Client.
I3_ATTR_INTX_EXECUTE_LONG_RUNNING_QUERIES
I3_ATTR_INTX_ADD_PRIVATE_INDIVIDUALS
Modify Individuals
User rights to modify individuals in the Tracker Client.
I3_ATTR_INTX_MODIFY_INDIVIDUALS
Modify Organizations
User rights to modify organizations in the Tracker Client.
I3_ATTR_INTX_MODIFY_ORGANIZATIONS
Related Interactions Page User access to "Related Interactions" in the Interaction Tracker
Client.
I3_ATTR_INTX_ALLOW_RELATED_INTERACTIONS_PAGE
Tracker Administrator
User administrator rights in the Tracker Client.
I3_ATTR_INTX_TRACKER_ADMIN
View Other People's
Private Interactions
User rights to view other people's private interactions in the
Tracker Client.
I3_ATTR_INTX_VIEW_PRIVATE_INTERACTIONS
User category
Group
Name
Description
Alerting Rights
E-mail Alerts
When this right and the Alert Programming user right are
assigned, the user can set up an e-mail action in response to the
alert.
Users who have the Alert Programming right but no Alerting
rights can display a special font or set colored LED alerts. If an
Alerting right is revoked after the user has defined an alert, all
currently existing alerts will not be modified by the system.
I3_ATTR_RIGHT_ALERT_EMAIL
Handler Alerts
When this right and the Alert Programming user right are
assigned, the user can invoke a handler in response to the alert.
Users who have the Alert Programming right but no Alerting
rights can display a special font or set colored LED alerts. If an
Alerting right is revoked after the user has defined an alert, all
currently existing alerts will not be modified by the system.
I3_ATTR_RIGHT_ALERT_HANDLERS
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Memo Alerts
When this right and the Alert Programming user right are
assigned, the user can send a client memo in response to the
alert.
Users who have the Alert Programming right but no Alerting
rights can display a special font or set colored LED alerts. If an
Alerting right is revoked after the user has defined an alert, all
currently existing alerts will not be modified by the system.
I3_ATTR_RIGHT_ALERT_MEMO
Client Rights
Account Code Verification Allows user access to account codes and assign them to
incoming and outgoing calls.
I3_ATTR_ACCT_CODE_REQUIRED
Conference Calls
Allows user to create a conference call.
I3_ATTR_RIGHT_CONFERNCE_CALLS
Customize Client
Allow users to customize the settings in their CIC clients.
I3_ATTR_RIGHT_CUSTOMIZE_CLIENT
Force User Logout
Allows a user to log off another user. From the Workgroup
Details view or the Workgroup Directory view in IC Business
Manager/Interaction Supervisor, a user with this security right
can log off another user from all CIC applications that use a
concurrent license (for example, IC Business Manager or
Interaction Connect). For example, if a user left for the day and
forgot to log off, a supervisor with this security right log off
another user to release the concurrent license.
Monitor Columns
Allows a user to view the "Lstns" column, and the "Recs" column.
I3_ATTR_OPTION_SHOW_MONITOR_COLS
Multiple Calls
This right determines whether or not handlers will present a new
call to a user who is already on a call. This behavior only occurs
on calls into lines that are marked "Allow Deferred Answer". The
right applies to any call to a user in the following situation:
If a user is already on a call, the user does not have call coverage
set to forward calls when busy, and the right "Allow Multiple
Calls" is not set, the call will not alert the user and the call will roll
to voicemail.
This setting does not actually prevent multiple calls from being
on the user's queue at the same time. It merely controls if the
call alerts the user or not in the above situation. Also, it applies
to call on the user queue only, not calls to a logged-in station or
default workstation.
I3_ATTR_RIGHT_ALLOW_MULTIPLE_CALLS
248
Interaction Supervisor
Orbit Queue
Allows a user to place objects in Orbit Queue. This places the call
on hold and removes it from the user's station. Depending on the
hold behavior the CIC administrator configures, callers "in orbit"
hear a combination of music and messages. To a caller, there is
no difference between being on hold or in orbit.
I3_ATTR_RIGHT_ORBIT_QUEUE
Persistent Connections
Gives a user the right to start a remote CIC client with the
persistent option.
I3_ATTR_RIGHT_PERSISTENT_CONNECTION
Personal Rules
Allows access to Personal Rules from the CIC clients.
I3_ATTR_RIGHT_AGENT_RULES
Receive Voicemail
Allows callers to record voicemail messages for this user.
If you have this right, callers are sent to voicemail when you are
in a DND status (Gone Home, Out of the Office, or some other
"not available" status) or when you do not answer your phone.
If you do not have this right, callers are returned to the
Interaction Attendant main menu.
I3_ATTR_RIGHT_ALLOW_CALLER_VOICE_MAIL_RECORDING
Response Management
Permits use of the Response Management feature in the client
applications, allowing the user to respond to chats, e-mails, and
callbacks using stored responses instead of having to type the
same information repeatedly.
Note: Interaction Client .NET Edition, Interaction Client Web
Edition and Interaction Desktop support Response Management.
I3_ATTR_RIGHT_RESPONSE_MANAGEMENT
Speed Dials
Allows user to create a Speed Dial page in the CIC clients.
I3_ATTR_RIGHT_SPEED_DIALS
Status Notes
Allows user to set Status Notes (supplemental information on a
user's status).
If a Supervisor user does not have this right, the "Status Notes"
text box is hidden in the Change User Status dialog.
I3_ATTR_RIGHT_STATUS_NOTES
User-defined Telephone
Allow the remote user to enter a new number in the logon dialog
Number on Remote Login box.
I3_ATTR_RIGHT_ALLOW_TN_CHANGE_AT_LOGIN
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Workgroup Queue
Statistics
Allow access to the Workgroup Statistics page in Interaction
Client (.NET Edition only).
I3_ATTR_RIGHT_VIEW_WORKGROUP_QUEUE_STATISTICS
Workgroups/Profiles Tab
Allows user access to Workgroup and Profile tab in the CIC
clients, from which interactions can be transferred to workgroups
or Interaction Attendant inbound profiles.
I3_ATTR_RIGHT_WORKGROUP_PROFILES_TAB
Handler Rights
Debug
Allow users to debug handlers published to the CIC Server.
I3_ATTR_RIGHT_DEBUG_HANDLERS
Manage
Allow users to add or remove handlers published to the CIC
Server.
I3_ATTR_RIGHT_MANAGE_HANDLERS
Publish
Allow users to publish new or updated handlers on the CIC
Server.
I3_ATTR_RIGHT_PUBLISH_HANDLERS
Interaction Command Assistance
Rights
(Restricts which
commands are visible
in the Client)
Coach
Determines if Assistance action is visible.
I3_ATTR_SHOW_ACD_HELP_BUTTON
Determines if Coach action is visible.
I3_ATTR_SHOW_COACH_BUTTON
Disconnect
Determines if Disconnect action is visible.
I3_ATTR_SHOW_DISCONNECT_BUTTON
Hold
Determines if Hold action is visible.
I3_ATTR_SHOW_HOLD_BUTTON
Join
Determines if Join action is visible.
I3_ATTR_SHOW_JOIN_BUTTON
Listen
Determines if Listen action is visible.
I3_ATTR_SHOW_LISTEN_BUTTON
Mute
Determines if Mute action is visible.
I3_ATTR_SHOW_MUTE_BUTTON
Park
250
Determines if Park action is visible.
Interaction Supervisor
I3_ATTR_RIGHT_SHOW_PARK_BUTTON
Pause
Determines if Pause action is visible.
I3_ATTR_SHOW_PAUSE_BUTTON
Pickup
Determines if Pickup action is visible.
I3_ATTR_SHOW_PICKUP_BUTTON
Private
Determines if Private action is visible.
I3_ATTR_SHOW_PRIVATE_BUTTON
Record
Determines if Record action is visible.
I3_ATTR_SHOW_RECORD_BUTTON
Secure Recording
Pause
Determines if the Secure Record action is visible. With this
security right, a user can use Secure Pause to avoid recording
sensitive information, such as a Social Security number or credit
card number, when connected to a call interaction.
I3_ATTR_SHOW_SECURE_RECORDING_BUTTON
Transfer
Determines if Transfer action is visible.
I3_ATTR_SHOW_TRANSFER_BUTTON
Voice Mail
Determines if Voicemail action is visible.
I3_ATTR_SHOW_VOICE_MAIL_BUTTON
My Interaction Rights
Coach Interactions
Allows user to monitor interactions and coach someone by
adding themselves to another agent's call on any user or station
queue they have permission to monitor.
I3_ATTR_RIGHT_COACH_INTERACTIONS
Disconnect Interactions
Allows user to disconnect the current call.
I3_ATTR_RIGHT_DISCONNECT_INTERACTIONS
Join Interactions
Allows users who are Supervisors to join in on an interaction
between other agents.
I3_ATTR_RIGHT_JOIN_INTERACTIONS
Listen in on Interactions
Allows users to listen to a caller leaving a message in their
voicemail account, or to a conversation between two parties.
I3_ATTR_RIGHT_LISTEN_IN
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Mute Interactions
Allows users to disable the mouthpiece on their telephones so
that the other party or parties cannot hear what is being said.
I3_ATTR_RIGHT_MUTE_INTERACTIONS
Park Interactions
Allows user to park an interaction on another queue.
I3_ATTR_RIGHT_PARK_INTERACTIONS
Pause Interactions
Allows users to control a recording session by stopping the
session.
I3_ATTR_RIGHT_PAUSE_INTERACTIONS
Pickup Interactions
Allows user to pick up interactions on a user queue. The user can
answer the current call, or take the current call off hold.
I3_ATTR_RIGHT_PICKUP_INTERACTIONS
Private Interactions
Access to have private interactions.
I3_ATTR_RIGHT_PRIVATE
Put Interactions on Hold
Allows users to place the selected call on hold.
I3_ATTR_RIGHT_HOLD_INTERACTIONS
Record Interactions
Allows user to record the currently selected call.
I3_ATTR_RIGHT_RECORD
Request Assistance from
Supervisors
Allows Users who are members of a Distribution Queue to
request assistance from a supervisor.
I3_ATTR_RIGHT_ACD_HELP_INTERACTIONS
Secure Recording Pause
Interactions
Allows user to perform a secure recording of the currently
selected call.
I3_ATTR_RIGHT_SECURE_RECORDING_PAUSE_INTERACTIONS
Transfer Interactions
Allows users to open the Transfer window where they can select a
transfer recipient and the type of transfer operation they want to
perform.
I3_ATTR_RIGHT_TRANSFER_INTERACTIONS
Transfer Interactions to
Allows users to transfer a call to their voicemail account.
Voice Mail
I3_ATTR_RIGHT_VOICEMAIL_INTERACTIONS
Remote Access Rights E-mail access via TUI
Allow the user to participate in e-mail interactions through the
Telephone User Interface (TUI).
I3_ATTR_ALLOW_EMAIL_MSGTYPE
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Interaction Supervisor
Fax access via TUI
Allow the user to participate in fax interactions through the
Telephone User Interface (TUI).
I3_ATTR_ALLOW_FAX_MSGTYPE
Mobile Office User
Allow the user access to the Mobile Office feature.
I3_ATTR_USER_MOBILE_OFFICE
Outlook TUI User (Requires User access to Microsoft Outlook through the Telephone User
Mobile Office User)
Interface (TUI).
I3_ATTR_USER_OUTLOOK_TUI
Voice Mail access via TUI
Allow the user to participate in voicemail interactions through the
Telephone User Interface (TUI).
I3_ATTR_ALLOW_VM_MSGTYPE
User Rights
Alert programming
This right controls whether or not the user can add, edit and
remove alerts. When this right is assigned, context menus over
statistic-based values in Supervisor provide the ability to add, edit
and remove alerts. Without this right, the user can only view
alerts.
I3_ATTR_RIGHT_ALLOW_ALERT_PROGRAMMING
Directory Administrator
Rights to edit public directories that were created by another
user.
I3_ATTR_RIGHT_DIRECTORY_ADMIN
Follow Me
Allow users to call-forward multiple numbers, long distance
numbers, and international numbers.
I3_ATTR_RIGHT_FOLLOW_ME
Intercom Chat
Allow the user to have intercom chats between other users on
the same CIC server.
I3_ATTR_RIGHT_ALLOW_INTERCOM_CHAT
IP Phone Provisioning
Administrator
Rights to provision IP phones in the Managed IP Phones
container.
I3_ATTR_RIGHT_IP_PHONE_PROVISIONING_ADMIN
Remote Control
Allow the user to remotely run applications and utilities that are
Notifier clients, for example, CIC System Manager and Switchover
Control Panel.
I3_ATTR_RIGHT_REMOTE_CONTROL
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Require Forced
Authorization Code
Select this option so the station phone that the user is logged
into will not allow toll numbers to be dialed without an
authorization code.
I3_ATTR_REQUIRE_FORCED_AUTHORIZATION_CODE
TIFF faxes
Right to use TIFF (Tag Image File Format) for faxes.
I3_ATTR_OPTION_FAX_USE_TIFF
Trace Configuration
Allow the user to configure tracing using CIC System Manager or
CIC Trace utility.
I3_ATTR_RIGHT_TRACE_CONFIG
Video
Reserved for future use.
I3_ATTR_RIGHT_ALLOW_VIDEO
View Interaction Details
Grants right to use the Interaction Details view in the Interaction
Tracker category. This view allows an Interaction Supervisor user
to search for an interaction and examine its details.
I3_ATTR_RIGHT_VIEW_INTERACTION_DETAILS
4.
Click Close to dismiss the Security Rights dialog.
5.
Click Apply to save changes to the configuration.
6.
Click OK to dismiss the configuration dialog.
IC Access Control Rights
IC Access Control Rights
Access Control Rights (ACLs) manage access to objects (queues, users, etc.) and determine whether the user can
view or modify those objects.
Rights that apply to Interaction Supervisor users are marked with a star (
1.
254
).
In Interaction Administrator, ACL rights are assigned from the Security tab of a configuration record, after
clicking the Access Control button.
Interaction Supervisor
2.
The Access Control dialog appears. ACL rights can be viewed across the following categories:
Application
People
System
Attendant Profiles
Queues
User
Interaction Conference
Server
Interaction Process Automation
Station Logon
3.
Categories are subdivided into groups of related settings. By default, <All> categories is selected to display
access control rights in all categories. You can optionally locate rights by typing in the Search box.
4.
After referring to the table below, check each access control right you wish to assign. Rights that can be
assigned to Interaction Supervisor users are marked with a star (
).
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Application
Group
Name
Description
Feedback Surveys
View column
View only access to Feedback Surveys.
I3_ATTR_RIGHT_VIEW_CSSURVEY_LIST
Modify column
Modify access to Feedback Surveys.
I3_ATTR_RIGHT_MODIFY_CSSURVEY_LIST
Optimizer
Scheduling Units
View column
View only access to Interaction Optimizer Scheduling Units. Required
to allow selection of scheduling units when Real Time Adherence view
is added.
I3_ATTR_RIGHT_VIEW_SCHEDULING_UNIT_LIST
Recorder
Questionnaires
View column
This right grants view-only access to Interaction Recorder
Questionnaires. In Interaction Recorder, questionnaires are gathered
under “Questionnaire Directories”, and rights are associated with
Questionnaire Directories. A user can see any questionnaire and
score any published questionnaire in Questionnaire Directories that
the user has the View right for. With this right the user can modify
unpublished questionnaires and delete un-scored questionnaires in
the Questionnaire Directories they have the Modify right for (see
Modify right below).
I3_ATTR_RIGHT_VIEW_IR_QUESTIONNAIRES_LIST
Modify column
Allows user to modify recorder questionnaires, as well as delete
them. If a questionnaire has been published, however, it cannot be
modified, only deleted; and if there are scorecards against a
published questionnaire, it can’t be deleted either.
I3_ATTR_ADMIN_RIGHT_IR_QUESTIONNAIRES_LIST
View/Modify
Interaction
Optimizer
View column
This right affects all Interaction Optimizer functionality in CIC Business
Manager, by toggling edit access on or off. It should be assigned to
administrators who generate Optimizer schedules.
In order for users to have access to Interaction Optimizer module
functionality in CIC Business Manager, the new "View/Modify
Interaction Optimizer: [*All] access control category must be assigned
in Interaction Administrator.
This right is not required to use the Real Time Adherence view.
I3_ATTR_RIGHT_OPTIMIZER_VIEW_MODIFY_ALL
Attendant Profiles
Group
256
Name
Description
Interaction Supervisor
Applicable to All
Attendant Profile
Types
View column
View only access to Attendant Configurations.
I3_ATTR_RIGHT_IAT_VIEW_CFG
Modify column
Modify access to Attendant Configurations.
I3_ATTR_RIGHT_IAT_MODIFY_CFG
E-mail Profiles
Search column
Determines which Interaction Attendant e-mail profiles the user can
see in Transfer dialog's "Transfer To" search.
I3_ATTR_RIGHT_VIEW_ATTENDANT_EMAIL_PROFILES_IN_SEARCH
Inbound Profiles
Search column
Determines which Interaction Attendant inbound profiles the user can
see in Transfer dialog's "Transfer To" search.
I3_ATTR_RIGHT_VIEW_ATTENDANT_IN_PROFILES_IN_SEARCH
Operator Profiles
Search column
Determines which Interaction Attendant operator profiles the user
can see in Transfer dialog's "Transfer To" search.
I3_ATTR_RIGHT_VIEW_ATTENDANT_OPERATOR_PROFILES_IN_SEARCH
Outbound Profiles Search column
Determines which Interaction Attendant outbound profiles the user
can see in Transfer dialog's "Transfer To" search.
I3_ATTR_RIGHT_VIEW_ATTENDANT_OUT_PROFILES_IN_SEARCH
Interaction Conference
Group
Name
Conference Rooms Restrict column
Description
Conference rooms (defined telephone phone numbers/stations for
use in Interaction Conference) can be restricted. By default, everyone
who has access to Interaction Conference can use every room defined
in the system.
This right allows an administrator to prevent certain users from using
certain rooms for creating conferences. Restricted users can still call
into the room if they have a pin but they can’t make conferences that
use it.
I3_ATTR_RIGHT_INTERACTION_CONFERENCE_RESTRICT_ROOMS
Interaction Process Automation
Group
Name
Description
Processes
View column
Search for and view any IPA process.
I3_ATTR_RIGHT_IPA_VIEW_PROCESS_LIST
Manage column
Search for, manage, cancel, and retry IPA processes.
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I3_ATTR_RIGHT_IPA_MANAGE_PROCESS_LIST
Launch column
Search for and launch user's own IPA processes.
I3_ATTR_RIGHT_IPA_LAUNCHABLE_PROCESS_LIST
People
Group
Name
Description
Account Codes
View column
View only access to individual Account Codes.
I3_ATTR_RIGHT_ACCT_CODES_LIST
Client Buttons
Client buttons
View column
View only access to Client Button.
I3_ATTR_RIGHT_CLIENT_BUTTONS_LIST
Copy Logs
Directory Status
Columns
View column
This is a custom button that shows up in the
Client Buttons list for which you can grant
view access to.
Set Client Side Trace Level View column
This is a custom button that shows up in the
Client Buttons list for which you can grant
view access to.
View column
Allow user to view selected Status Columns (Activated, Forward
Number, Logged In, Notes, On Phone, Status, Status Summary, Time
in Status, Until, etc.)
I3_ATTR_RIGHT_VIEW_STATUS_COLUMNS
Queue Columns
View column
Queue Columns are columns that appear in views that display
information about lines or queues. Checking the name of a queue
column grants the right for the selected column to appear in views.
These are all of the default queue columns that are available on a new
install.
I3_ATTR_RIGHT_VIEW_QUEUE_CONTROL_COLUMNS
Skills
View column
Grants the user, workgroup, or role the ability to search for skills.
I3_ATTR_RIGHT_VIEW_SKILL_LIST
Workgroups
View column
Check View box at intersection with workgroup name to allow
selection of the workgroup when a view is added.
I3_ATTR_USER_WORKGROUPS
Statistics column
Check Statistics box at intersection with workgroup name to allow
statistic selection when a view is added.
I3_ATTR_RIGHT_VIEW_INDIVIDUAL_STATS
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Queue
Note: When a line, station, user, or workgroup queue is selected, the Advanced Access Details button is enabled,
allowing you to set the user's queue monitoring and modification rights.
Group
Name
Description
Line Queues
Modify column
Assigns a grouping of advanced access details.
By checking the intersection of the Modify column and a line queue,
Pickup, Transfer, and Disconnect rights are assigned, as if you had
individually assigned these rights using the Access Control Dialog,
using the procedure in Set queue access rights using the Access
Control Details dialog. This checkbox grants all three at once.
I3_ATTR_RIGHT_PICKUP_LINE_QUEUE
I3_ATTR_RIGHT_TRANSFER_LINE_QUEUE
I3_ATTR_RIGHT_DISCONNECT_LINE_QUEUE
Monitor column
Assigns a grouping of advanced access details.
By checking the intersection of the Monitor column and a line queue,
Coach, Join, Listen, and Record rights are assigned, as if you had
individually assigned these rights using the Access Control Dialog,
using the procedure in Set queue access rights using the Access
Control Details dialog. The Monitor checkbox grants all four at once.
I3_ATTR_RIGHT_RECORD_LINE_QUEUE
I3_ATTR_RIGHT_LISTEN_LINE_QUEUE
I3_ATTR_RIGHT_JOIN_LINE_QUEUE
I3_ATTR_RIGHT_COACH_LINE_QUEUE
View column
View access to line queue.
I3_ATTR_RIGHT_VIEW_LINE_QUEUE_LIST
Station Queues
Modify column
Assigns a grouping of advanced access details.
By checking the intersection of the Modify column and a station
queue, Pickup, Transfer, and Disconnect rights are assigned, as if
you had individually assigned these rights using the Access Control
Dialog, using the procedure in Set queue access rights using the
Access Control Details dialog. This checkbox grants three all at once.
I3_ATTR_RIGHT_PICKUP_STATION_QUEUE
I3_ATTR_RIGHT_TRANSFER_STATION_QUEUE
I3_ATTR_RIGHT_DISCONNECT_STATION_QUEUE
Monitor column
Assigns a grouping of advanced access details.
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By checking the intersection of the Monitor column and a station
queue, Coach, Join, Listen, and Record rights are assigned, as if you
had individually assigned these rights using the Access Control
Dialog, using the procedure in Set queue access rights using the
Access Control Details dialog. The Monitor checkbox grants all four
at once.
I3_ATTR_RIGHT_RECORD_STATION_QUEUE
I3_ATTR_RIGHT_LISTEN_STATION_QUEUE
I3_ATTR_RIGHT_JOIN_STATION_QUEUE
I3_ATTR_RIGHT_COACH_STATION_QUEUE
View column
Which station queues a Supervisor user can view.
I3_ATTR_RIGHT_VIEW_STATION_QUEUE_LIST
User Queues
Modify column
Assigns a grouping of advanced access details.
By checking the intersection of the Modify column and a user queue,
Pickup, Transfer, Disconnect, Mute, and Hold rights are assigned,
as if you had individually assigned these rights using the Access
Control Dialog, using the procedure in Set queue access rights using
the Access Control Details dialog. This checkbox grants all five rights
at once.
I3_ATTR_RIGHT_PICKUP_USER_QUEUE
I3_ATTR_RIGHT_TRANSFER_USER_QUEUE
I3_ATTR_RIGHT_DISCONNECT_USER_QUEUE
I3_ATTR_RIGHT_MUTE_USER_QUEUE
I3_ATTR_RIGHT_HOLD_USER_QUEUE
Monitor column
Assigns a grouping of advanced access details.
By checking the intersection of the Monitor column and a user queue,
Coach, Join, Listen, and Record rights are assigned, as if you had
individually assigned these rights using the Access Control Dialog,
using the procedure in Set queue access rights using the Access
Control Details dialog. The Monitor checkbox grants all four at once.
I3_ATTR_RIGHT_COACH_USER_QUEUE
I3_ATTR_RIGHT_JOIN_USER_QUEUE
I3_ATTR_RIGHT_LISTEN_USER_QUEUE
I3_ATTR_RIGHT_RECORD_USER_QUEUE
View column
Which user queues a Supervisor user can view.
I3_ATTR_RIGHT_VIEW_USER_QUEUE_LIST
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Interaction Supervisor
Statistics column
View access to user queue statistics.
I3_ATTR_RIGHT_VIEW_INDIVIDUAL_STATS
Workgroup Queues Modify column
Assigns a grouping of advanced access details.
By checking the intersection of the Modify column and a workgroup
queue, Pickup, Transfer, and Disconnect, Activate Self, and Active
Others rights are assigned, as if you had individually assigned these
rights using the Access Control Dialog, using the procedure in Set
queue access rights using the Access Control Details dialog. This
checkbox grants three five at once.
I3_ATTR_RIGHT_PICKUP_WORKGROUP_QUEUE
I3_ATTR_RIGHT_TRANSFER_WORKGROUP_QUEUE
I3_ATTR_RIGHT_DISCONNECT_WORKGROUP_QUEUE
I3_ATTR_RIGHT_ACTIVATE_SELF
I3_ATTR_RIGHT_ACTIVATE_OTHERS
Monitor column
Assigns a grouping of advanced access details.
By checking the intersection of the Monitor column and a workgroup
queue, Coach, Join, Listen, and Record rights are assigned, as if you
had individually assigned these rights using the Access Control
Dialog, using the procedure in Set queue access rights using the
Access Control Details dialog. The Monitor checkbox grants all four
at once.
I3_ATTR_RIGHT_RECORD_WORKGROUP_QUEUE
I3_ATTR_RIGHT_LISTEN_WORKGROUP_QUEUE
I3_ATTR_RIGHT_JOIN_WORKGROUP_QUEUE
I3_ATTR_RIGHT_COACH_WORKGROUP_QUEUE
View column
View access to Workgroup queue.
I3_ATTR_RIGHT_VIEW_WORKGROUP_QUEUE_LIST
Search column
Access to view a Workgroup Queue in a search.
I3_ATTR_RIGHT_VIEW_IN_SEARCH_WORKGROUP_QUEUE
Server
Group
Name
Description
Station Groups
View column
View only access to Station Groups.
I3_ATTR_RIGHT_VIEW_STATION_GROUPS
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Search column
Access to which stations a user can see in Transfer dialog's "Transfer
To" search.
I3_ATTR_RIGHT_VIEW_IN_SEARCH_STATION_QUEUE
Station Logon
Group
Name
Description
Stations
View column
Access to which stations a user can logon to.
I3_ATTR_RIGHT_LOGIN_STATION
System
Group
Name
Description
Chat Files
View column
View only access to Interaction Files.
I3_ATTR_OPTION_CHAT_FILES
Chat Messages
View column
View only access to Interaction Messages.
I3_ATTR_OPTION_CHAT_MESSAGES
Chat URL's
View column
View only access to Interaction URLs.
I3_ATTR_OPTION_CHAT_URLS
General Directories View column
View only access to General Directories (I3TextRwp, I3Tracker Private
Reverse Whitepaper, I3Tracker Public Reverse Whitepaper, CIC Private
Contacts, CIC Public Contacts, etc.)
I3_ATTR_RIGHT_VIEW_GENERAL_DIRECTORIES
Interaction
Reporter Reports
View column
View only access to Interaction Reporter Reports (Fax Detail, Fax
summary, Line Detail, Line Group Detail, etc.) To print using the
Interaction Details dialog, the "Interaction Detail" box much be
checked.
I3_ATTR_RIGHT_VIEW_HISTORICAL_REPORTS
Layouts
View Column
View only access to list of layouts.
Misc Items
Proxy Logins
Checking the Proxy Logins right allows a user to log in on behalf of
other CIC users.
I3_ATTR_RIGHT_MISC
Phone Number Classifications
262
View column
View only access to Phone Number-Classifications.
I3_ATTR_RIGHT_CLASSIFICATION_LIST
Interaction Supervisor
Plugins
List of Plugins
View only access to Plugins chosen for this ACL.
I3_ATTR_RIGHT_PLUGINS_LIST
Response
Management
View column
Status Messages
View column
View only access to Response Management.
I3_ATTR_RIGHT_RESPONSE_MANAGEMENT_LIST
View only access to Status Messages.
I3_ATTR_RIGHT_STATUS_MESSAGE_LIST
e-FAQ's
View column
View only access to e-FAQ's.
I3_ATTR_RIGHT_EFAQS_LIST
User
Group
Name
Description
Users
View History column
View access to user interaction history.
I3_ATTR_RIGHT_VIEW_USER_INTERACTION_HISTORY
Change Status column
Access to change a user's status.
I3_ATTR_RIGHT_CHANGE_USER_STATUS
4.
Click Close to dismiss the Access Control dialog.
5.
Click Apply to save changes to the configuration.
6.
Click OK to dismiss the configuration dialog.
Related Topics
Set queue access rights using the Access Control Details dialog
Set queue access rights using the Access Control Details dialog
This topic explains how to assign granular access control rights to queues. When a line, station, user, or workgroup
queue is selected, the Advanced Access Details button is enabled. Click it to open the Advanced Access Details
dialog to set the user's queue monitoring and queue modification rights. These rights differ depending upon the type
of queue selected.
Any Queue Access right listed in this topic can be assigned to an Interaction Supervisor user.
To set monitoring and modification rights for a queue:
1.
In Interaction Administrator, ACL rights are assigned from the Security tab of a configuration record, after
clicking the Access Control button.
2.
Select Queue Access Rights from the Category drop list.
3.
Select a queue by name, or select *[All] to affect all queues of the type (user, station, workgroup, or line).
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4.
Click Advanced Access Details. The Access Control Details dialog appears. The options on this dialog
differ depending upon the type of queue selected. The table below summarizes options for each type of
queue.
Queue
Type
Queue Modification Rights
Queue Monitoring Rights
User
Queue
Disconnect—permits user to disconnect calls on
user queue.
Coach—access to coach on a user queue.
I3_ATTR_RIGHT_DISCONNECT_USER_QUEUE
Hold—grants access to hold interactions on a user
queue.
I3_ATTR_RIGHT_HOLD_USER_QUEUE
I3_ATTR_RIGHT_COACH_USER_QUEUE
Join—access to join on a user queue.
I3_ATTR_RIGHT_JOIN_USER_QUEUE
Listen—access to listen on a user queue.
I3_ATTR_RIGHT_LISTEN_USER_QUEUE
Mute—grants access to mute interactions on a user
queue.
Record—permits recording of interactions on a
user queue.
I3_ATTR_RIGHT_MUTE_USER_QUEUE
Pickup—grants access to pickup interactions on a
user queue.
I3_ATTR_RIGHT_RECORD_USER_QUEUE
I3_ATTR_RIGHT_PICKUP_USER_QUEUE
Transfer—permits user to transfer to a user queue.
I3_ATTR_RIGHT_TRANSFER_USER_QUEUE
Station
Queue
Disconnect—permits user to disconnect calls on
station queue.
I3_ATTR_RIGHT_DISCONNECT_STATION_QUEUE
Hold—grants access to hold interactions on a
station queue.
I3_ATTR_HOLD_STATION_QUEUE
Coach—access to coach on a Station queue.
I3_ATTR_RIGHT_COACH_STATION_QUEUE
Join—access to join on a Station queue.
I3_ATTR_RIGHT_JOIN_STATION_QUEUE
Listen—access to listen on a Station queue.
I3_ATTR_RIGHT_LISTEN_STATION_QUEUE
Mute—grants access to mute interactions on a user
queue.
Record—access to record on a Station queue.
I3_ATTR_RIGHT_MUTE_USER_QUEUE
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I3_ATTR_RIGHT_RECORD_STATION_QUEUE
Interaction Supervisor
Pickup—access to pickup interactions on a Station
queue.
I3_ATTR_RIGHT_PICKUP_STATION_QUEUE
Transfer—access to transfer to a Station queue.
I3_ATTR_RIGHT_TRANSFER_STATION_QUEUE
Workgroup Activate Others—Access to activate a user on any
Queue
Distribution Queue that they are a member of.
Coach—Access to coach on a Workgroup
queue.
I3_ATTR_RIGHT_ACTIVATE_USER
I3_ATTR_RIGHT_COACH_WORKGROUP_QUEUE
Activate Self—Access to activate self on a
workgroup queue.
Join—Access to join on a Workgroup queue.
I3_ATTR_RIGHT_JOIN_WORKGROUP_QUEUE
I3_ATTR_RIGHT_ACTIVATE_SELF
Listen—Access to listen on a Workgroup
Disconnect—Access to disconnect on a Workgroup queue.
queue.
I3_ATTR_RIGHT_LISTEN_WORKGROUP_QUEUE
I3_ATTR_RIGHT_DISCONNECT_WORKGROUP_QUEUE
Record—Access to record on a Workgroup
Pickup—Access to pickup on a Workgroup queue. queue.
I3_ATTR_RIGHT_PICKUP_WORKGROUP_QUEUE
I3_ATTR_RIGHT_RECORD_WORKGROUP_QUEUE
Transfer—Access to transfer to a Workgroup queue.
I3_ATTR_RIGHT_TRANSFER_WORKGROUP_QUEUE
Line Queue Disconnect—access to disconnect on a line queue. Coach—access to coach on a line queue.
I3_ATTR_RIGHT_DISCONNECT_LINE_QUEUE
I3_ATTR_RIGHT_COACH_LINE_QUEUE
Pickup—access to pickup on a line queue.
Join—access to join on a line queue.
I3_ATTR_RIGHT_PICKUP_LINE_QUEUE
I3_ATTR_RIGHT_JOIN_LINE_QUEUE
Transfer—access to transfer to a line queue.
Listen—access to listen on a line queue.
I3_ATTR_RIGHT_TRANSFER_LINE_QUEUE
I3_ATTR_RIGHT_LISTEN_LINE_QUEUE
Record—access to record on a line queue.
I3_ATTR_RIGHT_RECORD_LINE_QUEUE
5.
Check boxes for rights you wish to assign. Then click Close.
Related Topics
IC Access Control Rights
Copyright and Trademark Information
Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction
Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the
“Spirograph” logo design are registered trademarks of Interactive Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction
Server, ION, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks
of Interactive Intelligence, Inc. The foregoing products are ©1997-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ©2000-2016 Interactive
Intelligence, Inc. All rights reserved.
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Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2001-2016 Interactive Intelligence,
Inc. All rights reserved.
Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-FAQ Knowledge Manager and Interaction Marquee are trademarks of
Interactive Intelligence, Inc. The foregoing products are ©2002-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2004-2016 Interactive Intelligence, Inc. All rights
reserved.
Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2005-2016 Interactive
Intelligence, Inc. All rights reserved.
Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of Interactive Intelligence, Inc. The
foregoing products are ©2006-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2007-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Interactive
Intelligence, Inc. The foregoing products are ©2009-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal and IPA are trademarks of Interactive Intelligence,
Inc. The foregoing products are ©2010-2016 Interactive Intelligence, Inc. All rights reserved.
Spotability is a trademark of Interactive Intelligence, Inc. ©2011-2016. All rights reserved.
Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of
Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service℠ and Interactive Intelligence CaaS℠ are trademarks or service marks of
Interactive Intelligence, Inc. The foregoing products are ©2012-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions and
Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2013-2016 Interactive Intelligence, Inc. All rights
reserved.
Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence, Inc. The
foregoing products are ©2013-2016 Interactive Intelligence, Inc. All rights reserved.
Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2014-2016
Interactive Intelligence, Inc. All rights reserved.
The veryPDF product is ©2000-2016 veryPDF, Inc. All rights reserved.
This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial
Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred
by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at
http://wpflocalization.codeplex.com.
A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and
technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No
warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the
Licensee or any third party resulting from use of the Databases.
Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies.
DISCLAIMER
INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR
OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE,
CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING
INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.
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Change Log
This topic summarizes revisions, documentation updates, and new features in Interaction Supervisor.
CIC 2017 R3
Added Force User Logouts subtopic under Workgroup Details view. Added Force User logout security right.
CIC 2017 R2
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Updated descriptions for Longest Talk Time and Longest Inbound ACD Interaction statistics.
CIC 2017 R1
Added Content Servers view, Interaction Recorder category, Content Servers Statistics, and added new statistics to
PMQ statistics.
Updated descriptions of cumulative and partial sum in Workgroup Details view and Workgroup Statistics view.
Updated PMQ statistics topic.
CIC 2016 R4
Renamed Unlicensed recordings (today) statistic to Encumbered recordings (today) and renamed Unlicensed
recording (last hour) statistic to Encumbered recordings (last hour).
CIC 2016 R3
Added the ability to create snippet recordings from Supervisor views.
CIC 2016 R2
Added the ability to Manage Workgroup Membership from IC Business Manager.
You can now restrict the number of records that appear in the IC Business Manager Statistics view by configuring
server parameters in Interaction Administrator. For more information, see the Interaction Administrator help.
CIC 2015 R1
Updated documentation to reflect changes required in the transition from version 4.0 SU# to CIC 2015 R1, such as
updates to product version numbers, system requirements, installation procedures, references to Interactive
Intelligence Product Information site URLs, and copyright and trademark information.
Interaction Center 4.0 SU5
1.
A change was made to modify the way intercom calls are logged in Tracker Server. Previously Tracker server
duplicated the segment data it received on initiator Call ID on to respondent Call ID. This created challenges
in collecting segment data specific to either the initiator or the respondent party's Call ID.
Tracker server was modified to track segment data for both Call ID's independently of one another. This
improved the segment data collection for intercom call scenarios such as simple two party calls, blind
transfer and consult transfers.
2.
In addition, a new feature was added for blind transfer scenarios. Customers need a way to tell which party
did the transfer, what was the Call ID, which party and Call ID was transferred and similar details.
Tracker server now includes these transfer details in the pre-Transfer segment in Detail Viewer under the
Advanced->Details key. Information is be stored in the Interaction segment details table so that customers
can query these details if needed.
3.
Similarly, external to external blind transfer now has this information in a pre-transfer segment and also has
an extra 'external transfer segment' that displays details like 'the other Interaction ID'; the new Call ID created
when inbound external call is transferred to another external party' and 'Remote Number transferred to'. This
information is stored in Interaction Segment details table and can be queried from there as well.
4.
Interaction Supervisor now displays a tooltip if it is unable to receive a statistic update, such as when a server
is too busy. The tooltip summarizes the error condition. The possible error conditions include:
The statistic key is malformed.
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The statistic key could not be recognized.
The statistic provider is currently too busy to process the request.
An unknown error occurred.
5.
Revised the Manage Workgroup Activations and Manage User Activations topics. The commands for
opening these dialogs were removed from the Tools menu and are now available from context menus.
Manage User Activation is available from a context menu when right clicking on a user in a
directory. Manage Workgroup Activation is available via the right click menu on a user in a directory and is
also under the Workgroup Directory and Workgroup Details menus.
6.
A new topic, Copying Tracker information to the Clipboard explains how to copy Tracker information from an
Interaction Details view to the clipboard, for pasting into other applications.
7.
Labels on the Play a sound on Alert dialog were revised for clarity. "Plays a sound when the statistic value
changes within the condition" was changed to "Play a sound while alert condition is within range.
8.
Corrected a problem that caused Interaction Detail Viewer to display a transfer icon adjacent to the
Interaction Id doing the transfer instead of next to the Interaction Id being transferred. This issue affected
call scenarios that involved an intercom party doing the transfer, such as an intercom call transferred to
external party or an intercom call transferred to another intercom party (or IC user).
9.
Previously, for some languages, the IC Business Manager Chart options dialog, Title tab, font drop down box
did not list fonts installed on the system. The font selection combo box now displays the entire list of fonts
available in the system.
10. Previously, when changing the Queue columns ACL on the server, the list of available columns in the queue
view was not updated until the queue view was closed and reopened. ACL access to queue columns is now
updated while the queue view is open. It is no longer necessary to close and reopen the view.
11. A new "Skills" column is available in views that contain a directory control, such as the Workgroup Directory
view. The Skills column displays skills associated with each agent. Multiple skills are delimited by commas.
Skills belonging to the user's workgroups appear first, followed by the skills of the user. If sorting by skills,
standard alphabetical order on the entire content of the skill field is used.
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A right click context menu item (Display Skill Set) displays the entire
list of skills, their proficiency and the desire to use them. If a user has
the same skill in two different workgroups with different proficiency
and desire to use, they will both appear in the user skills dialog box.
Filter capability is provided. If you type a filter string at the top of the
column, only the agents with the filtered skill will appear. The filter is
case independent. When the directory is paged, the filtering is done
by the server, otherwise it is done locally.
Skills display is dynamic in the contact directory list and static in the
user list skills dialog box.
12. Updated the topic titled Manage Alerts dialog. The Show all alerts in the system check box is now only
available when the user is configured as a master administrator in Interaction Administrator.
13. As a best practice, the recommended size of user photos is 128 x 128 pixels. Starting with CIC 4.0 SU5, larger
user photos will be scaled to 128 x 128. User location images will be scaled to fit within the bounds of the
active monitor's working space.
14. In the License Statistics view, the Concurrent License column was renamed to License. This reduced overhead
by alleviating the need to rename the column heading dynamically when the License type field is used to
display assigned or concurrent licenses.
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15. A menu option named "Second sort column" was added to the statistic drill down menu in Session Manager
views, to allow the user to select a secondary sort column and a secondary sort direction.
16. The Workgroup Selection dialog was eliminated from Interaction Supervisor. This wizard for selecting a
workgroup is no longer needed since views now default to the first workgroup listed. Users can optionally
change the workgroup by selecting or filtering a workgroup.
17. Interaction Supervisor grays out statistics that do not apply to a real time skills filter. Statistics that are
unaffected by the skill filter are still shown but the label text is grayed out, the value border is inactive and all
other controls are hidden.
18. Noted in Workgroup Details and Workgroup Statistics topics that skills filtering may be hidden in order for
Supervisor to remain backwardly compatible with older versions of IC.
19. Filter text boxes now appear above workgroup columns in some views. A limited number of workgroup rows
are displayed by default. To list specific workgroup entries, users should type in the filter box all or part of
workgroup names they wish to match.
20. Interaction Supervisor is now available in Interaction Desktop, in addition to IC Business Manager.
Interaction Center 4.0 SU4
1.
Updated the topic titled Interaction Analyzer Columns in Queue Controls to note that Supervisor
differentiates between unanalyzed interactions and analyzed interactions with zero score, for Analyzer
keyword score aggregate statistics. "No score" indicates that the interaction is not being analyzed and a
score of "0" indicates that the interaction is being analyzed but has not accumulated a score at this time.
2.
Updated Workgroup Directory Options dialog to describe the difference between how the Available to take
ACD Interactions statistic is calculated compared to the calculation which colorizes agents' rows. The former
takes utilization into account while the latter does not.
3.
Fixed a problem that incorrectly displayed a value of zero for calls that went to a workgroup queue and
abandoned. The CallDetail.Call Duration Seconds statistic now works as intended. The duration for the
interaction is computed using Interaction initiatedtime and Disconnected (terminated) time. The duration is
the time difference between the interaction's initiation time and terminated time.
4.
Supervisor now indicates which channels have keyword spotting. Previously users had no way to distinguish
between a call that has no keyword spotting and a call that has keyword spotting which hasn't spotted any
keywords.
Since keyword spotting may not be enabled for all calls in a particular queue, Supervisor queues now display
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a column which indicates whether keyword spotting is enabled on the customer channel, agent channel, or
both channels.
5.
Corrected a bug which caused Supervisor to display conference call parties incorrectly. Previously, when one
party of a conference disconnected, the Station Queues Call Activity View removed the entire conference
from the list of interactions. Since other parties are still in an active call, they are now displayed as intended.
6.
In the Workgroup Detail View, the user queue column has been changed to display nothing when an
interaction has not been assigned to an agent. The "Name" column no longer displays "To:" or "From:" for
interactions that are part of a conference.
7.
The Manage Alert dialog now loads alert sets faster.
8.
Fixed an issue which could cause the Workgroup Details view to appear blank when reopening IC Business
Manager if the selected workgroup is not in the first unfiltered 20 workgroups returned by the server.
9.
Modified several views to correct a display problem that could occur when columns are resized. Previously, it
was possible to make columns so narrow that statistic values disappeared. The views now enforce minimum
column widths.
10. Filtering of skills in a Workgroup Directory view now works differently. Filtering previously performed a
substring search starting at the beginning of the target text. For example, "ac" would find "acceptance" but
not "inner peace". Filtering now selects substrings anywhere within the target text. As a result, "ac" will now
find "inner peace".
11. Supervisor no longer displays Agent/Customer score columns to users who have insufficient access rights.
Specifically, the Keyword Analyzer dialog, accessible from the 'Agent Score' and 'Customer Score' columns in
queue views, now shows Agent and/or Customer information based on the user rights. This is also discussed
in the Interaction Analyzer Technical Reference. See the topics titled "View Interaction Analyzer current
workgroup queue" and "Enable display of Interaction Analyzer columns for a user".
Interaction Center 4.0 SU 3
1.
Added statistics for interactions held in workgroup queues. The new statistics are:
Longest Hold Time
Interactions Held
Interactions On Hold
Average Hold Time
Total Hold Time
2.
Added a workgroup statistic titled "Logged in + Activated" to show logged in agents, excluding deactivated
users.
3.
Added topics for Interaction Dialer views. Interaction Dialer is a client/server extension that adds automated
dialing and campaign management features to CIC servers. Interaction Dialer conducts campaigns by
contacting a list of people according to a prescribed list of rules. Interaction Dialer places outbound
telephone calls for campaigns, plays .wav files to answering machines, sends faxes to fax machines, and
routes calls answered by a live person to an Interaction Attendant profile or directly to Dialer agents. For
information about Dialer views, see Interaction Dialer category and Dialer Statistics.
4.
In previous releases, when an alert was configured to "play a sound when the statistic value changes within
the condition", the sound played once instead of playing continuously while the value was in range. This now
works correctly for all statistics. Time interval statistics that "tick" (duration, future duration, finite duration,
and time duration) play the alert sound every second. Statistics that do not "tick" play the alert sound every
time the statistic value changes.
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5.
The "Queues" and "Agent or Workgroup Queue" views now display the user's display name instead of the
user name. This makes it easier to identify the person because user names often do not correspond with a
person's actual name.
6.
In a Workgroup Details view, the "Display Keyword Analyzer information" context menu option is disabled
until Interaction Analyzer keywords have actually been recognized. In previous releases this option was
always enabled.
7.
Double right-clicking a view or dialog can no longer invoke any action other than a shortcut menu.
Previously, some dialogs and views captured the double click of any mouse button instead of the left button
exclusively.
8.
The Real Time Adherence view will automatically close if access to an Interaction Optimizer scheduling unit is
removed. See Required ACL Right in the topic titled Interaction Optimizer category.
9.
ACL changes that affect the list of available queue columns in the Queue Columns Selection dialog are now
applied dynamically to the list. It is no longer necessary to close and reopen views that use queue controls to
pick up ACL changes that affect column selection.
10. Corrected a defect that made it accidentally possible to clear the contents of a Workgroup filter field, merely
by moving the mouse away from the drop down list. Workgroup filtering is available in Workgroup Details,
Workgroup Directory, and Workgroup Statistics views. It is no longer possible to accidentally clear the field.
11. Interaction Supervisor no longer terminates with an unhandled exception if a user who does not have a
"System Status" license attempts to edit an alert. An error message is displayed instead. The alert message
reads: "The statistic definition for [statistic name] is blank. The appropriate license to view this content might
be unavailable". The application framework hosting Supervisor no longer crashes when this situation occurs.
12. The StatServer sub-system (StatServerU.exe) was split into two binaries: StatServerAgent[U|UD].exe handles
agent related statistics. StatServerWorkgroup[U|UD].exe handles workgroup related statistics. The split
enhances processing power and allows for statistics gathering in larger environments with higher call rates.
This enhancement did not affect Supervisor in terms of usability or user interface.
13. Documented the control used to display information about workgroup members in a new topic titled
Workgroup Directory control.
14. Supervisors can now view the skills associated with each workgroup member in a new Skills column. The
Skills column displays skills owned by each user and his or her workgroup skills. The Skills column makes it
easy to identify persons who have a specific skill. Supervisors can use this feature to identify the most
capable agent to handle a waiting interaction. In the event that an interaction is waiting in queue because of
a lack of available skills, the supervisor monitoring a workgroup queue can:
Find any agent with Skill X, activate, or contact them to handle an interaction waiting in queue
Find any agent with Skill X and identify what their proficiency and desire to use are. This will help determine
why interactions are not being routed to them and/or if they are a good fit for the waiting interaction.
The term "skills" refers to all skills that an agent has assigned to him. These skills can be inherited or be
assigned directly to him. See Workgroup Directory control for details.
15. It is now possible to display a workgroup member's skills, desire to use, and proficiency. See Skills List dialog.
16. Added a Call Activity view to the System Status category of views. The purpose of the Call Activity view is to
provide an aggregate view of all calls going through IC. This view displays activity in all line or station queues
that the user has ACL rights to see.
17. Added two views for Interaction Director, the CIC application that allows multi-site contact centers to
become a single virtual operation. Interaction Director communicates with registered CIC server in real-time,
to gather data that is relevant to queues, users, workgroups, skills, and so on. Director uses this data to make
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routing decisions. It balances loads by intelligently routing multimedia interactions between CIC servers. See
Interaction Director category for more information.
18. The "Master Administrator" role was previously required in order for a Supervisor user to manage user
activations. Starting with CIC 4.0 SU3, users who have the "Activate Others" and "Activate Self" permissions
can manage user activations. In Interaction Administrator, these permissions are located at Access Control >
Workgroup Queue > Advanced Access Details.
19. The Formatting Options command, which opens the dialog used to format rows for a list of members in a
workgroup directory, is now available from a pull-down menu. Previously, this command could only be
invoked by right-clicking a row in the Workgroup Directory view.
20. To better describe the Advanced expander on Tracker's Interaction Details dialog, information from the IC
Data Dictionary was reproduced in this document for convenience. See InteractionSummary table.
Interaction Center 4.0 SU 2
1.
Resolved an issue that could cause IC Business Manager to crash if a user had a Workgroup Details, System
Queue or a Workgroup/Agent view opened in Supervisor, then closed IC Business Manager and removed all
rights to the Supervisor account, IC Business Manager could crash while reloading and trying to restart the
watch on those workgroups (IC-98919).
2.
Users can now disconnect multiple calls at once. To use this feature, select calls in a workgroup queue. Rightclick to display a context menu. Then select the Disconnect command. In previous releases only the first
selected call was disconnected (IC-85306).
3.
Fixed a bug that prevented generic object interactions from appearing in Interaction Detail Viewer (IC93717).
4.
Fixed a bug that prevented the Queue and Alert segments from appearing in the Interaction Details dialog,
when the details of a Generic object interaction were viewed (IC-83821).
5.
Views in IC Business Manager and IC Server Manager can be pulled into separate floating windows. Clicking
a view in Interaction Center Business Manager or Interaction Center Server Manager and dragging it out of
the main window will create a new floating window that contains that view. Other views can be docked
within the floating windows in the same manner as in the main window. Views can be positioned anywhere
on the screen and are not constrained to the application window. You can click and drag any tab off of the
application so that it becomes its own separate window and remains on top of the main window. If you close
or minimize IC Business Manager or IC Server Manager, the floating window will automatically close or
minimize (IC-95619).
6.
Updated the topic titled "Supervisor Related Licenses" to note a license name change. The name of the
license required to use Report Assistant changed from "Interaction Report Assistant Supervisor Plug-In" to
"Interaction Supervisor Plug-In: Reporting Assistant" (IC-96065).
7.
In previous releases, some statistic lists could not be sorted by clicking on column headings. For example,
users could not sort the Session Managers view or an Agent Overview by clicking on column headings. These
views now have sorting capability. Sorting occurs when a column header is clicked. The sort order is not
updated when statistic values change, to avoid jumping of rows (IC-68593).
8.
In the Workgroup Statistics view, a tooltip is now displayed on the header of every row in the histograms. In
earlier releases, users had to request help in the histogram sub view to see the values of the different time
intervals per interaction type (IC-92889).
9.
New menu options offer commands associated with the active view. For example, a "Workgroup Details"
menu is available on the Supervisor Workgroup Directory view and the Supervisor Workgroup Details view.
This menu contains a "Directory formatting options" option that opens the Workgroup Directory Options
dialog (IC-84549, IC-77247, and IC-77249).
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Two options on the Workgroup Directory Options dialog were renamed:
"Show agents who are available to take ACD calls in" was renamed to "Text color for agents who are in an
ACD available status, logged-in, activated, and off the phone".
"Show On Phone agents in" was renamed to "Text color for agents who are on the phone".
10. Several Supervisor views can look up an employee's photo and office location. The graphic displayed for
Office Location can be anything your IC administrator draws to indicate a locale. In most cases an office floor
plan is displayed. See Look up an employee photo and office location for details (IC-91991).
11. Fixed an exception in IC Business Manager caused by leaving an Interaction Detail report view open and
exiting IC Business Manager. Please note that any reports that are left open when IC Business Manager is
closed will not be restored. Reports can take significant time to execute, so they are not automatically
restored when a ICBM is started (IC-91464).
12. Users can now drill down into longest interactions statistics in System Status views to view the interactions
responsible for the longest interaction statistic (IC-85591). To support this feature a tab was added to the
Interaction Properties dialog that shows all attributes to which the user has rights (IC-87900). The drill down
feature not only works for the 'Longest' statistics, but for all statistics that have one or more interactions as
drill down information.
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13. The License Statistics view now offers a selection control that displays only concurrent or assigned licenses.
By displaying one license type at a time, the number of statistic watches can be reduced by approximately
fifty percent, which decreases overhead significantly. In previously releases it was possible to view
concurrently licenses only (IC-78286).
14. A new Listen to Queue feature provides the means to continuously listen to a line, station, user or
workgroup queue. When you begin listening, Supervisor initiates a queue watch that automatically picks up
the next longest call in the queue. See Using the Listen to Queue feature (IC-75213, IC-76709).
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15. Additional queue columns were added to support Interaction Process Automation (IC-76709). The following
columns are now available in Supervisor queue views:
Process ID
Work Item Created On
Work Item Error
Associated Process
16. Another queue column, Time in Workgroup Queue was added to display the amount of time an interaction
has been in a workgroup queue (IC-77312).
17. IC Business Manager now honors licensing restrictions immediately when changed. If a user's license is
revoked, all associated views close automatically. In previous releases an IC Business Manager restart was
required to accommodate license changes (IC-84837).
Interaction Center 4.0 SU1
276
1.
A "Details" column was added to queue views to display context-specific information based on the
interaction type. For example, a call interaction might display "To: Interactive Intelligence". This column
displays context-specific information based on the interaction type. For calls, it shows the Remote Address
(phone number). For callbacks, it shows the subject of the callback. For e-mails it shows the e-mail subject.
For chats, it shows the name of the user who last typed, and the text they entered. (IC-69807, IC-70036, IC83793).
2.
Added two email columns to Supervisor queue views: "Importance" and "Attachments". The importance
column shows an icon indicating whether an email is high or low importance, and is blank for "normal"
importance. The Attachments column shows an icon indicating that an attachment exists on an email
interaction, or blank if no attachments exist (IC-83800).
3.
Added a Chat Response Time column to queue views. This column shows a counter that shows how much
time has elapsed since the last time the chat had text entered into it by anybody involved in the chat. See
Queue Columns (IC-83796).
Interaction Supervisor
Interaction Center 4.0 GA
The Win32 edition of Interaction Supervisor has reached the end of its product lifecycle, and is no longer supported in
IC 4.0. It is replaced by a new Interaction Supervisor that was completely rewritten to run inside IC Business
Manager. In a nutshell, the major changes are:
Interaction Supervisor takes advantage of multiple workspaces in IC Business Manager, to mix Supervisor views in one
application with Interaction Recorder, Interaction Feedback, Interaction Optimizer, and other modules.
Interaction Supervisor's user interface was modernized, and important new features were added.
A new License Statistics view indicates how many concurrent licenses are in use, so that administrators can be alerted
when license availability drops below user-defined thresholds. Other views have been enhanced to filter by
interaction type, or to drill down selected statistics.
Assistance Response features allow Supervisor users to chat with an agent while listening to a call.
Interaction Analyzer columns in queue controls display keywords spotted in real-time along with call scores for the
agent and customer, so that the Supervisor user better knows when to listen, coach, or record questionable calls.
APIs were added for statistics, alerts, and other supervisory features, making it easier for IC subsystems to provide
real-time statistics and alert notifications. Alerts can be shared among multiple users.
Support for Session Manager was added, so that supervisor users can view session counts for IC applications.
Supervisor uses less bandwidth than before. It is more scalable, since it makes effective use of IceLib and Session
Manager. For example, there is no increased load when multiple users subscribe to the same alert.
Interaction Supervisor was completely rewritten in .NET.
The IC Business Manager framework offers many advantages to Supervisor users. Users can, for example, create a
custom workspace that displays Supervisor views alongside data from other IC Business Manager applications.
Interaction Supervisor inherits all features of the framework, including its consistent user interface, advanced window
docking, and common controls.
The notion of mixing Supervisor views is so inherent and useful; Interaction Supervisor doesn't have its own
application icon in IC Business Manager. User's don't "switch" to Supervisor. They simply add Supervisor views to the
workspace they are in, mixing views any way they like. Views are added by choosing New > View from the File
menu—see Manage Views for details.
The availability of views is controlled by IC server license and assignment of user rights. When a user logs in to IC
Business Manager, it loads all views for which that user has rights. Users see only those views that they are authorized
to use. Within views, other restrictions can apply. A user can be permitted to view a subset of workgroups, for
example.
The visual controls that display information in Interaction Supervisor were enhanced to put more information in each
view, and to ease configuration of alerts. For example, a new statistic control displays metrics and alerts together.
Alert icons appear next to statistic values, even in graph views. Statistics are grouped in expandable panels (called
expanders) that allow sections of a view to be hidden or displayed at will. Queue controls were rewritten to make
selection of parameters easier. The result is an overall user interface that is more powerful, more elegant, and
consistent in all respects.
In this edition of Interaction Supervisor, interaction counts for Queue Statistics always include all interaction types,
regardless of the filter selection. Counts apply to all connected interactions, except alerting interactions, disconnected
interactions, and SIP Connection calls.
Interaction Supervisor's online help was rewritten to document all views in a single help file. The organization of help
topics mirrors the categorization of views in Interaction Supervisor. This makes the help more intuitive to use than
before.
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You can look up the description of each statistic directly in Supervisor, and display it in a pop-up, by holding the
mouse pointer over a statistic. It is no longer necessary to open help files to view this information. Help text is built-in
for every metric. Additionally, descriptions are summarized in the online help and printable PDF version of the help,
for persons who want to read a categorized explanation of statistics without interacting with the application.
A Help menu in IC Business Manager offers user assistance for every application module, including help for
Interaction Supervisor. You can open help for any application that runs in IC Business Manager, such as Interaction
Optimizer, Interaction Feedback, Interaction Recorder, Process Monitor, and Interaction Reporter, for example. New
help selections will appear in this menu as future applications are added to IC Business Manager.
Interaction Supervisor in IC 4.0 is a careful, deliberate redesign of the original Win32 application. Supervisor retains its
former functionality, recast with new features that optimize performance, scalability, and ease of use. The
enhancements are too extensive to list individually in this topic, but they are addressed throughout the online help.
Persons familiar with the Win32 edition of Supervisor will be productive immediately with this version. Persons using
Supervisor for the first time will master its many features with a minimal learning curve, particularly if they have used
other IC Business Manager applications in the past.
CIC 2015 R2
Several improvements were made to the Interaction Details dialog.
•
New Previous/Next buttons which enable you to navigate to the previous and next interaction records
found in the Interaction Details view search results.
•
The Recording indicator now includes a control that enables you to playback interaction records.
•
A Secure Input icon can appear which indicates how many time the agent transferred the interaction to the
IVR for secured input from the caller.
CIC 2015 R3
Updated the Copyright and Trademark Information.
Updated documentation to reflect the addition of two CIC client applications, Interaction Desktop and Interaction
Connect.
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