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Kentucky Health Benefit Exchange Contact Center

1. rim i ae E a FT Ao ES Xerox yj ice KENTUCKY f Interaction Center User Manual Media Headcount These graphs display Adjusted Headcount for individual Call Chat and Email media types by route group Media Occupancy These graphs display the Occupancy for individual Call Chat and Email media types by route group Media Service Level These graphs display the Service Level for individual Call Chat and Email media types by route group Media ASA These graphs display the Average Speed of Answer for individual Call Chat and Email media types by route group Media Chance of Delay this is the P 0 column These graphs display the Chance of Delay 9o for individual Call Chat and Email media types by route group Media Average Delay These graphs display the Average Delayed of Delayed for individual Call Chat and Email media types by route group d Headcount Forecast Erlang C Graphs Oy xi Headcount Occupancy Summary Service Level ASA Summary Delay Summary Media Headcount Media Occupancy Media Service Level Media 454 Media Chan_4 r Adjusted Headcount oft ttt tt tet tt te tat TT STAA ste ET ANE T TANT LL LZDNZNZNSCLLALCLLLZIN TL 12 00 AM 1 30 AM 4 00 4M 5 00 AM 6 00 AM 7 00 AM 9 30 AM 11 30 AM 1 00 PM 4 00 PM 8 00 PM 9 00 PM 11 30 PM Calls Chats Emails Occupancy A TTT TALL TAL TT ALAL A A YIYAN EIN LLLAN IN LL 12 00 AM 2 30 AM 4 30 AM 5 30 AM 6 30 AM 6 00 AM
2. All Skills All Skills Accounting Products Engli AH eed DH ce wo P m cis u en use iT C KENTUCKY 9 When Workforce finish generating the headcount forecast in the Headcount Forecast Generation and Modification dialog box click OK 10 In the Headcount Forecasts dialog box click OK 11 In the Scheduling Unit dialog box select the checkbox next to 3 Headcount Forecasting and click Apply 12 Continue with the Generate a New Schedule section e Generate headcount forecast using data import Workforce can use a previously saved headcount forecast to generate a schedule by importing headcount forecast data 1 In the Headcount Forecasts dialog box click the name in the Headcount Forecasts section to which to import data and click Import The Headcount Forecast Import dialog box appears Headcount Forecast Import Fa Entry Name Headcount Inport Impart File m Replace Data b Merge Data EN 2 Click the ellipsis button The Open dialog box appears xerox rm a Interaction Center User Manual Look in B My Documents B E3 hy Recent Documents Deskto p Schedulel Headcount Erlang Furecast tsv My Documents My Computer LY hy Network File name Schedulet Headcount Erang Forecasts Places Files of type Text files txt tev Cancel Select the appropriate headcount forecast data file and click Open 3 Do one of the follo
3. hn Activity Types Day Classifications Xf Scheduling Units T L T orn Lu 5 xerox 6 e Mex C J Interaction Center User Manual 3 In the right hand pane double click Configuration The Time Off Requests Configuration dialog box appears Time Off Requests Configuration FE Time OFF Requests Scheduling Unit TUE Rade ca a re eR o Agent an Request date range Request type Request status Begin v Full day vw Submitted wednesday 3119 2006 v Partial day v Pending E Approved Denied wednesday 3 26 2008 kd Search Start Time Add Edit Remove Time off requests Approve Deny 3 Iw confirm auto save Cancel Apply 4 Continue with instructions in the following sections to search for add edit remove approve or deny time off requests 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 140 of 170 2013 Xerox Corporation All rights reserved pem E rear i uiia e EE ETT gT Xerox KENTUCKY Interaction Center User Manual e Search for a request The first step in editing removing approving or denying time off requests is to locate the appropriate requests 1 In the Time Off Requests Configuration dialog box select the appropriate scheduling unit from the drop down list 2 From the Agent also known as a Customer Service Representa
4. Note The parameters for this report are specified Schedule Name and a start and end range to include in a report Workforce can also specify a Published Date user names and the beginning and ending date and time to include in a report wo a eT MM Lu er a LD 6 BST ow Xerox Y ice KENTUCKY Interaction Center User Manual Report 16 Schedule Unit Detail This report displays detailed Interaction Optimizer Schedule Unit information scheduling Unit Detail Report Se ESM ate beer INTERACTIVE INTELLIGENCE Scheduling Unit Accounting Workgroup Accounting Default Service Leval Service level selected Percent answered Within time period seconds Average speed of answer Utilization Interaction Type Percent Utilization Maximum Assignable C all B ack 100 Em ail 100 Chat 100 C all 100 Generic O bje ct 100 Miscellaneous Uses Skills Miscellaneous Configuration Weeks of ACD data to importfar forecasting Start day of meek Shrink age factor Weekly Shift Definition 7a 3p Required days Monday Tuesday Wednesday Thursday Friday Optional days Mane Earliest shift start time 7 00 AM Latest shift start time 8 00 A Start time increment 0 30 Lastest shift stop time Ma Minimum paid time 4 00 Maximum paid time 10 00 Mimimum contiguous wok time Mo Maximum contiguous work time No Activities Type Rel Time Earliest Stat Latest Start Length Start time inc Paid Co
5. gt Headcount Forecasting The schedule administrator determines which headcount forecast method to use Erlang C or ACD simulation Interaction Optimizer uses the selected method and the volume forecast to arrive at the number of CSRs is required to cover the predicted contact load at the requested service level gt Schedule Generation Interaction Optimizer uses the headcount forecast along with the weekly and daily shift definitions and associated constraints and activities CSR s constraints and activities and accepted time off requests to arrive at a generated schedule Schedule Administration Schedule administrator alters the generated schedule in Interaction Optimizer Administration as necessary and publishes it from there to the CSRs For more information see the Interaction Optimizer Administration online help e Scheduling Procedure Select a scheduling unit Review the ACD data Forecast volume Forecast headcount Generate an initial schedule Adjust the schedule Publish the schedule VVVVVV V e Process Navigation gt Scheduling Unit dialog box Scheduling Unit tbktest ba Fa Forecasts and Schedules r Forecast and Schedule entries Week Of X Schedule Sunday 1107 11 7 2011 Add Edi Remove Forecast and Schedule process navigation ACD Data Review Optional Volume Forecasting 1 ACD Data Review optional 2 volume Forecasting C 3 Headcount Forecasting Headcou nt Fo
6. Note In order to reduce the relative weight placed on a given day s interaction data since this value is an integer and cannot be less than 1 increase the weights of all the other historic days data For example to lower the weight of Monday 7 24 2006 to 1 2 leave the record Workforce wants reduced at 1 and set the others to 2 Or it may be easier to remove this day s date from the averaging formula entirely by selecting the record in the Day Selection dialog box and clicking Remove UTC offset minutes UTC stands for Coordinated Universal Time which is the international time standard also known as Greenwich Mean Time This value in minutes is used to account for differences on the given days time Use this value to make manual adjustments for Daylight Savings Time which may have either gone into or out of effect in the middle of the historical data s time period To edit a date select a row and click the Edit button or double click on a highlighted row Edit the available values and click OK Note Workforce can edit the Weight and UTC Offset in minutes but they cannot edit the Historic date or Day classification Historic date 724 2006 Day classification Monday Weight fi UTC offset minutes 240 UTC 04 00 Cancel EE m a E m E C KENTUCKY xerox e Interaction Center User Manual To remove a date select the date and click the Remove button In the
7. Step 2 of 3 dialog box appears Text Import Wizard Step 2 of 3 This screen lets you set the delimiters your data contains You can see how your text is affected in the preview below Delimiters Tab Semicolon Comma space _ Other _ Text qualifier he Treat consecutive delimiters as one Data preview workgroup c media c akills route group T em a r M i ES 9 oc Da xerox Y c KENTUCKY Interaction Center User Manual 5 n the Text Import Wizard Step 2 of 3 dialog box select Tab in the Delimiters section Set Text Qualifier to none 6 Click Next gt The Text Import Wizard Step 3 of 3 dialog box appears Text Import Wizard Step 3 of 3 This screen lets you select each column and set Column data format the Data Format 9 General General converts numeric values to numbers date Text values to dates and all remaining values to text CO Date Do not import column skip Advanced Data preview 7 Workforce can specify the data type of each column according to the format but Excel does a very good job of identifying the data type and configuring each cell accordingly 8 Click Finish to import the data to a blank spreadsheet AG ae ee Xerox ee KENTUCKY Interaction Center User Manual 3 1 3 Headcount Forecasting Headcount forecasting is the process by which the number of CSRs required to handle the forecasted interaction volume lo
8. Survey errors today Surveys completed today Caller disconnects today Surveys offered last hour Surveys Opt out today Surveys offered today Surveys bypassed no license today Agent no answer today Survey statistics Survey name A Anm anm 7 a T m mud emm am D em Aere c KENTUCKY Surveys offered today 3 e e e uy us B ea Survey average score today 78 1 Survey average score last hour 1 1 A e Alerts 201 Survey errori today E Surveys completed today 2 Bh ci disconnects today H Surveys Opt outs today D g Surveys bypasied no license today a agen no answer today 0 B surveys I d Survey abandoned today 0 Survey best practices underscore the importance of timing for survey delivery Recommendations are that in order to increase results accuracy a survey should be offered as close to the conclusion of the interaction as possible But equally important is timing relative to the speed at which an organization can respond to customer issues Interaction Feedback offers real time alerts that can be configured to trigger based on a Survey score or any other available Interaction Supervisor survey statistic For example survey scores that fall below a minimum acceptable score real time alerts can be set to notify appropriate personnel a Supervisor or Customer Retention Specialist for example prompting proactive approaches to address issues b
9. Type 00 in the number to dial field on the Windows Call Control toolbar and press Enter Type 00 or the internal operator number in the Number field and click Make Call gt Call Back a Disconnected Call 1 Do one of the following Right click the disconnected call and select Call Back from the pop up menu Double click the disconnected call Select the call and press the shortcut keys Ctrl B The Call Back option dials the number of the selected call if the number is valid gt Click to Dial a Directory Contact 1 The user can click any of the phone number hyperlinks in Interaction Client to dial a contact Phone number hyperlinks appear in directory views and in the contact Properties dialog box 2 If Auto Dial Extension is enabled for a contact s phone number when they click the phone number hyperlink Interaction Client automatically dials the extension after the call connects Company Directory IC Private Contacts Last Mame First Name Company Home Phone Business Phone Mobile Weather 317 222 2222 31 7 555 5959 317 555 7111 211 Took Norman 317 555 0300 317 555 0994 Viewing contacts 1 to 3 of 3 Previou Next m Dial Transfer Consult Conference Voicemail Park Business Camp Status Properties 3 The user can also dial a phone number and extension by clicking an extension number hyperlink in the Properties dialog box a a a La xerox e KENTUCKY Interaction Center User
10. Wednesday February 10 2010 Scheduled ACD F Farecasted D Difference IS csse 9 So 8 8 5 5 8 5 8 5 8 1 8 110 9 ee ee ee ey 8 5 103 5 103 0 413 2472 2472 28 84 2884 20 60 2050 27 81 27 81 2200 22080 2472 24 72 2472 2472 25 35 25 75 2472 2472 2389 2369 2208 2200 2575 2576 22 06 dg 2472 2575 25 75 26 78 z2B 8 ec 2472n 34 7 23 69 23 69 244 Enzo M o dg6 1 13 i 16 5 19 19 15 7 16 7 143 14 30 048 0 085 1 07 i4 16 14 14 16 13 FATE FATE 23 80 23 69 23 50 2350 2472 2472 2472 2473 1835 32575 FATE FATA 2472 2472 2286 2286 2472 2472 12388 2380 24372 2472 Mean Absolute Deviation 10 79 Standard Deviation 9 09 Number af schedulable time periods gg Print D ate Thursday September 09 2010 11 58 47 AM Page 54 of 4 294 967 298 Note Parameters for Report 6 is specify a Schedule Name list of Schedule Names or a range of Schedule Names a Forecast Schedule Date and Time range a User list of Users or range of Users a Start Date and Time for the report and an End Date and Time i A I L DPI t ee ee Ea ca K NU LY 1 TC CAC CAYVICA LION A lICITILS rec e ALIVUIT FA JIi ILCO Coc K A mum E a i a a a lS LD 6 _ Xerox Y c KENTUCKY Interaction Center User Manual gt Report 7 Individual Schedule Detail The Individual Schedule Detail report is an Interaction Optimizer scheduling report It shows the work acti
11. 10 30 00 11 00 00 Mleal 21 45 00 22 00 00 Break 13 45 00 14 00 00 Break 11 00 00 1400 00 Scheduled ACO 22 00 00 00 30 00 Scheduled ACO 15 00 00 18 30 00 Scheduled ACD 14 00 00 14 15 00 Break 14 75 00 15 15 00 Scheduled ACO Dale Pierce Elizabeth Sanders Tatal tima 10 30 00 Total ti me 10 30 00 Bob Tomatoe 1400 00 17 00 00 Scheduled ACD 16 00 00 19 00 00 Scheduled ACD Total time 10 30 00 17 00 00 7 15 00 Break 19 00 00 19 15 00 Break 18 00 DO 21 00 00 Scheduled ACO 17 15 00 18 30 00 Scheduled ACO 19 15 00 Z10000 Scheduled ACD 21 00 00 211500 Ereak 18 30 00 19 00 00 faves zin 21 30 00 Meal 21 15 00 00 00 00 Seheduled ACO 19 00 00 21 15 00 Scheduled ACO 21 30 00 00 00 00 Scheduled ACD 00 00 00 oO0 30 00 nea 21 15 00 21 30 00 Break 00 00 00 00 15 00 Break 00 20 00 01 00 00 Scheduled ACO 21 30 00 00 30 00 Scheduled ACD 00 15 00 2 30 0 Scheduled ACO 01 00 00 01 15 00 Break 01 15 00 0420 00 Scheduled ACO Dawe Johnson Total time 10 30 00 Brian Williams 14 00 00 16 15 00 Scheduled ACD Total time 08 00 00 15 15 00 162000 Break 06 00 00 09 00 00 Scheduled ACO 16 30 00 19 00 00 Scheduled ACD 09 00 00 09 15 00 Break 19 00 00 19 30 00 Meal 09 15 00 12 0000 Scheduled ACO 19 30 00 21 15 00 Scheduled ACO 1 00 00 12 30 00 real 21 15 00 21 30 00 Break 12 30 00 14 00 00 Scheduled ACO 21 30 00 00 30 00 Scheduled ACD Print D ate Thursday September 09 2010 12 07 2 1P M Page 1 of 7 475
12. AZ L3 33PM Annee Inbound AWWA Potala Jason 200 06 Z LX 5BPM Ahir 2tanrtko Inbound 317 817 3386 Came IN 24 4 42 TBPM BobR Inbound 317 756 9210 Bob Roaien 3021 4 47 18PM Boor Outbound 317 75 9210 Bob Roaien 31 18 447 20PM All Inbound 317 7D4 BDOD Indranapeits IN 100046 451 3XIPM AM Outbound 317 337 0603 Coin Frazer 1x14 5 D6 23PM Alan 5myder Inbound N A Peral Jet 1020 1014 5 12 26PM AJM Inbound NIA Brown Jason 26 20 25 12 32PM Brian Bessey Inbound 317 a79 B22n Indranapeits IN X320 Dios AEP Brad Mech inbound 317 713 8600 143 255 06 2147 Pal ARO Outbound 317 773 1385 Art Overmyer 3147 2 1 48PM Alin lanka Outbound 317 Indanapeits IN 1222 x20 11PM Brians Inbound 760 5334 3752 Lapel IN 1059 iNrDe Ean Phi All Outbound 617 395 6302 Boston MA 122 SPM AndyN inbound 317 843 2556 Andy NIksch wH m4 14PM Bob Jalak Outbound 317 254 1255 Indranapeits IN 023 E DZ AEPM Brad eich Inbound S02 625 1605 Loukie KY 30713 Ds ELEF Brad Beer Inbound NIA Geradot Jet 405 EDECABPM inbound 317 77D 7083 Natiesville IN uz 06 amp 13 51PM Brad Beer Outbound 317 776 2354 Hotbiesvtlle IN RTI amp 17 58PM Bob Spearman Inbound ora Rob Philips TEH DS E 35 4BPM Adam Shankel Inbound NIA Essendmup Kim oi TADIG Brad eich Inbound 317 269 3130 317 263 3180 3029 iN De ESZXQPM Brad Melchi Inbound 317 265 3180 317 265 3180 11 58 2005 E S6 2BPM Brad Meichi Inbound 202 625 1034 Loui he KY 01 20008 Dos Print Date Wednesday Nowe
13. Day Selection Forecast date EI Sunday 10 15 2006 b 10 1 2006 Sunday 9 10 2006 Sunday an 7 2006 Sunday ofe4i2006 Sunday Add Edit Remove QE Cancel e Understanding the Day Selection dialog gt The Dates s list shows the historic dates for the selected day of the week corresponding to the date selected in Forecast date am ur xerox e KENTUCKY Interaction Center User Manual The number of rows in the Dates s list is controlled by the Weeks of ACD data to import for forecasting settings in the Miscellaneous Scheduling Unit Configuration tab of the Scheduling Unit dialog box See the Scheduling Unit configuration in the Interaction Optimizer container in Interaction Administrator online help for more details The Day Classification column displays the day classification assigned to this particular ACD data date A special day classification such as Catalog Release Date acts as a reminder that Workforce may want to adjust the Weight assigned to this date The Weight column indicates the relative importance Workforce wants to place on the particular date of historical ACD data The UTC Offset column displays the offset from Coordinated Universal Time UTC Time zones around the world are expressed as positive or negative offsets from UTC Since the historic ACD data is stored in local time a UTC offset must be specified so that the volume forecast times can be stored in UTC
14. In the Open dialog box select a file containing volume forecast data and click Open In the Volume Forecast Import dialog box click Replace Data to replace the existing headcount forecast data with the data in the import file or click Merge Data to merge the existing headcount forecast data with the data in the import file Click OK 7 In the Volume Forecast Generation and Modification dialog box click the Graph button to display graphs based on the data in the grid After Workforce completes their review of the graphs click Close Summary Graphs The Interactions Offered graph shows the time and number of interactions calls chats and emails that were offered The Average Handle Time sec graph shows the time and handled time in average seconds of interactions calls chats and emails received Media Detail Graphs These graphs show the calls chats and emails offered by time based on skills There is only one media type per graph EUST Forecast Daily Graphs OI summary Graphs Media Detail Graphs Interactions Offered PTT TTT eT TT tT ey PTT TPT TT AX CEHHHHEHHEEHEILEEERQYA E RAN x andhmd SN aM AA T4200 AM 30 AM S00 AM 6 30 AM 9 30 AM 11 30 AM 3 00 Phi amp 00 PM 10 00 PM Calls Chats Emails pisi Handle Time a PTT TTT TT TT TAL TT AT Pe LAMPS LALN NAT XLV Ne Zit LL ee ANN LT LL NA ll 1200 AM 2 30 AM S00 AM 6 30AM 83D AM 11 30 AM 300 PM 6 00 PM 10 00 PM Calls
15. Interaction Administrator message dialog box click on Yes Note For example if Workforce is using the last six weeks of data by default but this includes an errant day that they don t want to use they can remove the day selection Interaction Administrator AN Do vau really wish to delete this entry 4 When Workforce have completed Day Selection and Weighting in the Day Selection dialog box select the checkbox next to Day Selection and Weighting and click OK 5 Proceed to the next section Volume forecast generation and modification e Generate a volume forecast 1 Do one of the following in the Volume Forecasts dialog box gt Double click the Generation and Modification check box in the Volume Forecast process navigation list gt Select the Generation and Modification check box and click the Volume Forecast Generation and Modification button Volume Forecasts Schedule Sunday 1107 x Volume Forecasts Mame volume 1 Add Edit Remove Import Export volume Forecast process navigation m Z Day Selection and weighting optional M Generation and Modification Volume Forecast Generation and Modification ces m M rds r Xerox m y KENTUCKY 24 Interaction Center User Manual gt Volume Forecast Generation and Modification dialog box volume Forecast Generation and Modification Forecast date e Monday 11 7 2011 gt Gene
16. Interaction Faporter Creates Ad hoc queries and reports Interaction Keport Assistant Welcome to the Interaction Report Assistant This wizard guides you through the creation of a basic ad hoc report Choose data layout rows columns users or workgroups depending on the package you select Once the report is generated you can edit your choices and pnnt or export the report Press Next to continue 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 38 of 170 2013 Xerox Corporation All rights reserved Xerox ome Interaction Center User Manual TH ENE EX e Creating Queries and Reports Here s how to use Interaction Report Assistant to create queries and reports On the Welcome to the Interaction Report Assistant screen click Next The Package and layout dialog is displayed Interaction Pep Assist ant 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 39 of 170 2013 Xerox Corporation All rights reserved Xerox e Ww D s E Se m I p d gt KENTUCKY Interaction Center User Manual e Designing a report Interaction Report Assistant wizard guides the user through designing and generating their Specialized report M Interaction Report Assistant Package and layout Choose the dats and layout you sant for your repeal Data Available Packages Agent Stahus Contain recorde of Agent state changes 51 1 Choosing a data package W
17. Queue by Date by This report allows the Supervisor wants to see a Interval somewhat detail view of queue activity grouped by date This report also allows a supervisor to compare intervals for a particular day on a particular queue It includes such information as interactions answered average talk time total talk time max wait time average speed of answer svc level 1 It also shows information on ACW time and Abandons Broken down by Q by date by interval e g every 30 or 60 min depending on interval configured with a 1 line summary at top of each date and a total line for each Q for all the days Next to last page is 1 summary line for Site Final page is 1 summary line for Grand Total IVR REPORTS Report Name Report Description IVR Summary by Date Displays an IVR summary report for a level which shows IVR level name interactions duration average duration percent of calls by IVR level name repeated calls and percent of calls repeated IVR Audit Report Displays interaction ID date time sequence number and events 1 2 and 3 IVR Breakdown Displays an IVR breakdown report by date which shows IVR level name interactions duration average duration and percent of calls by IVR level name repeated calls and percent of calls repeated IVR Exit Path Displays date interaction path duration average duration and repeated interactions IVR Summary Abandoned Report Displays an IVR summary report by date
18. Select a subset of data bo display conaidesing the available hibarz Available Fiker Im Time range 14 Grouping data For a Table layout report they can choose to group the information When they select a Group by box the report will be sorted by the Friendly Name field If the field is numeric they can summarize the data by Average Count or Sum using the Summary Type drop down box Interaction Report Assistant Groups and Summaries Optional Select the groups and summanes to add an your report Interval Begin Date Time Aor eee pe p eee Leer Logged ln Time Mone p duration Horne Nunes ACD E ries None Humber Abandoned ACD None Number Aletted ACD None Ninebar ADS Interaction Mone Mumbar Flow outs m None User Status ACW Time None 3n nnninmna amp Back 15 Confirming their choices The Wizard selection dialog displays the selections they made for the Package Layout and Date criteria for their report In the Report Orientation box they amem Lee e y gi EET am kentucky n xerox Interaction Center User Manual can change the format of the generated report Click Back to change any of their selections This orientation will be the one kept when they export their report Interaction Report Assistam X Wizard selection Package Workgroup Queue Statetics Media Type Layout Tab
19. bM eer 2 Review the data by doing any or all of the following Use the arrows on the top left of the screen to scroll by day the inner directional arrows or by week the outer directional arrows Click the arrow at the end of the Selected date drop down list to display a calendar which enables Workforce to pick a date within the range of historical data 3 In the ACD Data Details dialog box in the Day classification section click the Modify button to edit the day classification of the currently displayed day Note These day classifications are configured in the Day Classifications sub container in the Interaction Optimizer container The day classification configuration controls which day classifications are available for the currently selected day See the Day Classification wo A QUAL Xerox yj ice KENTUCKY f Interaction Center User Manual configuration in the Interaction Optimizer container in Interaction Administrator online help for more details 4 In the ACD Data Details dialog box click the Graph button to display several graphs pertinent to the ACD data After Workforce completes their review of the graphs click Close Note The Historic ACD Data Daily Graphs dialog box is a data review screen none of the data displayed on it can be edited Workforce can select a different graph by selecting a tab in the Historic ACD Data Daily Graphs dialog box e Available Graphs gt Sum
20. play next 1 Delete all with this subject 2 Delete all from this sender 8 Play envelope information 3 Manage Deleted Email 1 Save current email 2 Forward message to extension 3 Skip to next email 4 Replay current email 5 Reply to local email by voicemail 6 Play text in email message 7 Permanently remove this email 8 Play envelope information 4 Restore all messages 5 Erase all messages Personal Notification Options 8 1 Set alert types 1 Turn notifications off 2 Email based alerts 3 Paper based alerts 4 Telephone based alerts 5 Pager carrier based alerts 2 Set alert reasons 1 Voicemail arrives 1 Any voicemail 2 Urgent only 2 Faxes 3 Set alert schedule 1 Dial this person s extension 2 Alert only during certain hours 3 Set Start End times 2 2 5 Access Company Directory 6 Enter an extension followed by 1 Dial by name 2 E c KENTUCKY e xerox e E Kentucky f Interaction Center User Manual 1 Dial this person s extension 2 Dial this person s home phone 3 Dial this person s mobile phone 2 2 6 Initiate Office wide Alert 7 e Route the user s call to each consecutive extension with an Available status 2 2 7 Access Mailbox Subfolders 8 e Follow the prompts to access their custom subfolders their Sent Items folder or their Deleted Items folder e Press 0 to return to the user s Inbox 2 2 8 Access Outlook Options 9 e Access Outlook Calendar 1 1
21. to represent no specific skill or can be a separated list Offered This is the number of interactions offered in the time interval Completed This is the number of interactions completed by the CSRs in the time interval Avg Talk Time This is the average time in HH MM SS of each interaction in the time interval It is calculated by total talk time number of completed interactions within the time increment Avg ACW Time This is the average after call work time in HH MM SS for each interaction in the time interval It is calculated by total after call work time number of interactions that had after call work time 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 107 of 170 2013 Xerox Corporation All rights reserved am L Xerox amp C aisi ca i i Interaction Center User Manual 3 In the Volume Forecast Generation and Modification dialog box select a Forecast date and a displayed value then either type a new value or use the spinner control to set a new value gt Workforce can edit values in these columns Offered Completed Avg Talk Time Avg ACW Time Fj volume Forecast Generation and Modification Forecast date 4 Sunday 10 15 2006 Workgroup Media Type Siset Oneren nas Desk Call u masassususassusausausueussususunssmuueusauuurcusssessanuuuansusucscusassusamaususausaueususen
22. user and hold time The Supervisor can use Station ID reports to monitor call activity placed or received from non User assigned phones or for a phone including time when a User is not logged into the phone or Interaction Client software This report shows if the call was inbound or outbound but does NOT show specific caller ID nor does it indicate whether the call was internal or external The station ID is the actual extension number or name that we associate with the MAC address of the phone The extension is usually the station ID with a 1 in front of it Station ID Summary The Station ID Summary report shows the Station ID summary information by date for a selected range of stations including call duration call count and average duration CALL REPORTS Report Name Report Description Caller ID Detail for Current User This report shows details of calls received by the current user to each identified external telephone number If the external number did not include caller ID information it is listed under the External Call group at the end of the report Caller ID Summary for Current User This report shows summary of information on inbound calls the current IC user received from each identified external telephone number If the external number did not include caller ID information its Caller ID is listed as External Call Number Search for Current User This report allows the Supervisor to search for numbers dialed
23. 00 DO DO 0 00 Default Schedule Receive Fax 1 3 00 73 O23 435 4056 User Queue 2 g 00 15 D0 30 5B amp B9 34 700 02 700 53 Default Operator ProfilelDefault Schedule Default Schedule Workgroup Queue 4 100 00 00 00 00 0 00 4 700 00 700 00 Default ProfilelDefault Schedule Default Schedule Default Profile Default 8 3965 DO 38 103 50 17 3805 Schedule Detault Schedule EMS Customizations 54 20 00 05 44 35 20 75955 Set User Availability g Dis 00 10 41 23 B 25045 User Queue 114 63 00 06 2 17 55 62 182 700 07 uan Investor Relations Default amp chedule Default Schedule Ireestor Relations 2 100965 00 00 Do no 0 0034 3 00 00 700 00 Marketing Default Schedule Default Schedule Page 107 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 77 of 170 2013 Xerox Corporation All rights reserved SS aa Xefox e ice KENTUCKY Interaction Center User Manual IVR Summary Abandoned Report Date Time Range 10 12 2D04 10 11 21 10 13 2004 10 11 21 Site ID Range m99 Level 3 SiteID 100 Application i Dat Calls Calls Abandoned Pi Entered Abandoned Duration Application 2004 10 12 25 700 00 0 00 2004 10 13 6 E 00 00 0 00 21 200200 Application After Hours 2004 10 12 1 1 00 08 100 00 2004 10 13 4 4 00 53 100 00 Afer Hours 2 3 7041204 Application Default Schedule 2004 10 12 459 208 n3 18 08 63 54 2004 10 13 145 111 48 08 76 55 Default Schedul
24. 000000 0 000000 w 05 30 1800 Mainframe Applications Level 2 0 000000 1 000000 0 670528 0 000000 0 000000 w 06 00 1800 Client server Applications Level 1 0 000000 0 000000 0 735630 0 000000 Q 000 w 06 00 1800 Client Server Applications Level 2 0 600476 0 976190 0 683333 0 023810 29 00 w 06 00 1800 Email 0 000000 0 000000 0 657289 0 000000 0 000000 Q 000000 0 000 w 06 00 1800 Mainframe Applications Level 1 0 000000 0 000000 0 618222 0 000000 0 000000 w 06 00 1800 Mainframe Applications Level 2 28 462687 0 835821 0 618222 0 179104 158 916667 4 gt gt Below is a description of each record type for their reference Columns must go from left to right in the text file in the sequential order shown in the table The Column Name does not have to appear in the text file just the data as described Each column is separated by one TAB 0x09 character Rows starting with a pound sign are ignored The following is a description of the R route group records in the exported file Column Name Description The time of day in HH MM Hours are in 24 hour time 00 23 and minutes are 00 59 This is the duration of this period in seconds This is the name of the ACD workgroup Media This is the media type To enable combinations of the three available media types each one has been assigned an integer which when converted to binary indicates which media type s is are selected The following lis
25. 02 05 11 40 00 4M 201 3 02 05 2073 02 05 e Account Code Call Detail by D Account Code Call Detail by Date 01 3 02 04 08 00 00 4M 01 3 02 04 2013 02 04 e These colored dots indicate the report status gt A yellow status dot indicates that the report is not active gt A green status dot indicates that a report is active and ready to be run gt A red status dot indicates that errors exist in the configuration The report cannot run until the Supervisor corrects these errors 2 3 12 Activate a report To activate a report in the Interaction Scheduled Reports dialog select the report the Supervisor wants to activate and on the toolbar click activate A green status dot appears next to the report indicating that this report is active Ye Interaction Scheduled Reports Brendon File Settings Actions Help 08 31 2004 01 00 00 AM 08 23 2004 01 00 00 AM 07 01 2004 07 31 2004 Response Report Test Supervisor Agent Availability Detail xerox e ER V dim ie KENTUCKY Interaction Center User Manual 2 3 13 Resolve configuration errors If a configuration error exists a red status dot appears next to the report The red status dot indicates that a parameter is missing from the configuration The report will not run until they correct the error e To identify and resolve the missing parameter 1 In the Interaction Scheduled Reports dialog select the report with the red status dot 2 On the too
26. 03 08 18 5 21 28 03 13 08 14 03 14 01 81 28 20 03 10 48 Bi 21 06 03 37 50 02 00 53 3317 152 58 54 334 18 25 20 2 58 1431904 2008 18 24 37 ea E 01 49 4 31 1 36 00 02 08 04 00 58 08 07 32 12 11 49 e c m 1 a Cho CD R2 P EB CO A h Ch C i Ro LB oc DO Q h h h O rn ih h c4 h qo dB h UC h rl D h Print Date Thursday September 09 2010 12 22 28 Pm Interactive Intelligence Inc Page 22 of 4 294 067 295 Note The parameters for this report are specify the Forecast start Date and Time a Schedule Name list of Schedule Names or range of Schedule Names a queue name list of queues or range of queues a Site ID list of site IDs or range of site IDs and if Workforce wants tracking skills 2 P m m dim 73 S a E n KENTUCKY Interaction Center User Manual xerox gt y Report 9 Optimizer Time Off Request Report by Customer Service Representative CSR This report displays the time off request by CSR and includes Request Date CSR Request Type the state of the request Time Off Duration and indicates it the request is Paid Time Off Optimizer Time Off Request Report By Agent Date Time Range 142005 SIDIDAM to SDAIN 359594M INTERACTIVE INTELLIGENCE Agent s to zzz Request Dae Request Type Request State Time Of Duration Paid Time Off hh mm cc Beth Collier BKA Fall Day Approved 08 00 00 No 8212008 Fall D
27. 10 30 AM 12 00 Ph 4 00 PM 6 00 PM 3 00 PM 11 30 PM Calls Chats Emails Configuration F T r e n rl at eum iT ES 9 Xerox Y ice KENTUCKY Interaction Center User Manual 6 In the Headcount Forecast Erlang C Graphs dialog box click the Configuration button to change the workgroup s and skill set s displayed on these graphs Click OK to display the changes to the graphs Fj Configure Detail Graph Workgroups and Skills Select which workgroup and skill combinations to appear in the media detail Skill Set Client Server Applications All Skills L Client Server Applications Operating Systems English O Client Server Applications Programming Languages O Client Server Applications web Interfaces English Email All Skills L Email Accounting Products English LI Email Programming Languages O Email web InterFaces English Mainframe Applications Le All Skills L Mainframe Applications Le Accounting Products English L Mainframe Applications Le Operating Systems English L Mainframe Applications Le Programming Languages ca 7 When Workforce finishes generating the headcount forecast in the Headcount Forecast Generation and Modification dialog box click OK 8 In the Headcount Forecasts dialog box click OK 9 In the Scheduling Unit dialog box select the checkbox next to 3 Headcount Forecasting and click Apply 1
28. 2004 10 13 35 11 10713735 00 00 00 23 58 58 Taga Agent Availability Summary Tu 117722001 11 55 55PM 11 55 58PM INTERACTIVE NTELLIGEHCE 190 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 83 of 170 2013 Xerox Corporation All rights reserved xerox CD gt Interaction Center User Manual Account Code Call Detail by Date From Te Users L c Date Time Range 10 28 2001 12 D0 DOAM 11 5 2001 11 5B8 5B8PM INTERACTIVE INTELLIGENCE Account Code Range B agcaooaac Site ID Range 0 posg Account Code Customer Mame Date 10 30 2001 TIma User InfOut Remote Number Remote Nama Call Duration Held Time X DZCDBPM Boor Outbound 916 356 2663 Folsom CA 01 44 36 AXNrD A D S6PM Ali Panik Outbound 317 571 470 Came IN T1922 4 D7 34PM AM Outbound AA Jasona EET 4 15 37PM Brad Wilson Inbound 317 325 3924 Frank DellaFiocco 1606 13 4 15 58PM BobmyWw Outbound R00 827 5364 ho 4 77 12P Bonny Outbound 586 265 4003 1141 4 2 58PM Brad Wilson inbound 317 415 4251 indianapolis IN TEDE iXNk15 4 Z2 03PM BIM Inbound NIA 1D3 mono 4 22 15PM BIIM Inbound AWA 108 XOXIP 4 26 55PM AndyN Inbound B12 35 6795 Bloomington IN 200055 4 13PM AnneB Inbound 317 570 5000 Feher IN 24731 Dos A XE12PM Brad Wilson Inbound 317 842 8537 Came IN 20239 A 354 26PM AnG Art Overmyer 30715 4 38 30PM Ano Art Qvemnyer 11714 4 38A I Brad Wilson Greenwood IN 7025 4 3d 26PM Brad Wilson E Indanapeits IN X08
29. Click the Transfer button or choose from the following transfer options gt Park Place a call on hold in the receiver s My Interactions queue gt Voicemail Direct the call to a receiver s voicemail gt Consult Opens the Consult Call dialog box and allows the user to select the Consult button to speak to the transfer recipient while their caller stays on hold or the Caller button to speak to the caller without exiting the transfer operation or the Transfer Now button if the recipient answers the phone and agrees to the transfer 2 2 11 Working Voicemail e Listen to the User s voicemail 1 Open their email inbox 2 Open the email with the attached voicemail KENTUCKY xerox e Ea ur KENTUCKY Interaction Center User Manual Note The User can use either the Interaction Voicemail Player or their selected media player to playback the message depending on the choice in the Voicemail Player Options dialog box 1 Pick up a call in voicemail If the call is not highlighted click the call the user wants to pick up 2 They can then click on the Pickup button or they can right click on the call and choose Pickup L 2 1 WN e 1 2 2 12 Conferencing Option Creating a conference call session Dial the number of a participant in the conference call and then click the Hold button to put the call on hold Repeat for each contributor Select one of the calls the user wants to conf
30. Date by Queue by Interaction Type Distribution Queue Performance Queue by Date Distribution Queue Performance Queue by Date by Interaction Type Interaction Center User Manual E c KENTUCKY The QPS Abandon Report Accumulative Percentage displays the accumulated percentages of all ACD interactions abandoned at the various service level thresholds The service level thresholds are determined by the Supervisor s settings in Interaction Administrator This report includes interactions answered interactions entering the queue and the accumulated percentage of interactions abandoned at each service level threshold The QPS Response report displays the percentages of all ACD interactions answered at the various service level thresholds The service level thresholds are determined by the Supervisor s settings in Interaction Administrator This report includes interactions answered interactions entering the queue and the percentage of interactions answered at each service level threshold The QPS Abandon Report Accumulative Percentage displays the accumulated percentages of all ACD interactions abandoned at the various service level thresholds The service level thresholds are determined by their settings in Interaction Administrator This report includes interactions answered interactions entering the queue and the accumulated percentage of interactions abandoned at each service level threshold This report a
31. English Marketing Products web Interfaces A PADD 2D b db db db db db db db db db db db db EE FR EHHH t t t t t t t t H t H H H H t dE dE dE dE OE HE b xerox 6 Interaction Center User Manual f SimHeadcount tsv Notepad B la x File Edit Format View Help w 01 00 1800 Client Server Applications Level 2 13 028571 0 857143 0 636074 0 171429 75 0014 w 01 00 1800 Email 0 000000 1 000000 0 733689 0 000000 0 000000 0 000000 0 000 w 01 00 1800 Mainframe Applications Level 1 0 000000 0 000000 0 789093 0 000000 0 000000 w 01 00 1800 Mainframe Applications Level 2 0 000000 1 000000 0 804222 0 000000 0 000000 w 01 30 1800 Client server Applications Level 1 9 226415 0 888889 0 730194 0 207547 44 45 w 01 30 1800 Client server Applications Level 2 0 000000 1 000000 0 632407 0 000000 0 000 w 01 30 1800 Email Q 000000 Q 000000 0 634382 0 000000 0 000000 Q0 000000 0 000 w 01 30 1800 Mainframe Applications Level 1 0 000000 1 000000 0 603259 0 000000 0 000000 w 01 30 1800 Mainframe Applications Level 2 17 500000 0 833333 0 625667 0 134615 130 9000000 w 02 00 1800 Client Server Applications Level 1 22 208589 0 823171 0 710727 0 177914 124 8 w 02 00 1800 Client server Applications Level 2 0 000000 0 000000 0 775683 Q0 000000 0 000 w 02 00 1800 Emai 0 00000A Qo 000000 Q 745643 0 000000 000000 Qo 000000 0 000 w 02 00 1800 Mainframe Applications Level 1 0 000000 1 000000 0 703531 0 000000 0 000000 w 02
32. Entry name box type a new name for the entry and click OK Forecast and Schedule Entry E4 Entry name Start month October z006 Week oF 10 15 2006 n c 5 To delete an existing forecast and schedule entry select an entry name and click Remove In the Interaction Administrator message dialog box click Yes Interaction Administrator AN Do you really wish to delete this entry 6 In the Forecasts and Schedule entries section select the name of a schedule and click OK 7 Continue with the Review ACD data optional section 3 1 2 Volume Forecasting Interaction Optimizer uses historical ACD data to calculate forecasted interaction volume for the coming week Data is read from the ACD queues IWrkgrpQueueStats table by route group see definition below This data is automatically read by Interaction Optimizer during the Volume Forecast generation process SENEC _ exp Xerox e ie KENTUCKY Interaction Center User Manual e Review ACD Data 1 After Workforce selects a scheduling unit and either created a new forecast and schedule entry or selected an existing forecast and schedule entry see Select a Scheduling Unit procedure in the Forecast and Schedule process navigation section do one of the following gt Double click the 1 ACD Data Review optional step Select the 1 ACD Data Review optional step in the Forecast and Schedule Process Navigation sect
33. Interaction Center User Manual Tracker Interaction Segment Detail for Current User Tracker Interaction segment detail report for current user Tracker Interaction Segment Detail by IC User Tracker Interaction segment detail report by IC user Tracker Interaction Segment Summary for Admin Tracker Interaction segment summary report for all users Tracker Interaction Segment Summary for Current Tracker Interaction segment summary report for User current user Tracker Interaction Segment Summary by IC User Tracker Interaction segment summary report by IC user Voicemails Tracker Contacts Search by Contact Displays the date and time and durations of voice mails left by a Tracker contact to the different IC users Voicemails Tracker Contacts Search by IC User Displays the date and time and durations of voice mails left by Tracker Contacts to the different IC users INTERACTION FEEDBACK REPORTS Report Name Report Description Satisfaction Trends Line Graph The Survey Satisfaction Trends report shows the Satisfaction trend for an CSR over time by Survey Displayed in a line graph Survey Scoring Detail The Survey Scoring Detail report shows the average Survey score for CSRs during a date and time range The report also shows survey detail by user including survey scores percentile and score and weight by question Survey Scoring Summary The Survey Scoring Summary report shows the average survey score for CSRs during a dat
34. One Time Weekly or Monthly 3 In the Pick Day s of Week area select the check boxes for the days of the week on which to run the report The Next Scheduled Run Date s appear to the right of the dialog For Crystal Reports only to designate a reporting period click Next For Interaction Reporter Reports and Report Assistant Reports click Finish iia Xerox 2 3 11 Interaction Center User Manual Determine the report status a ES QE EET mami Te gm ga te KENTUCKY The report they created appears in the list of Scheduled Reports When a report first appears in the list colored status dots appear next to the report o Scheduled Reports qc bigeast qcloud test ola 2 File Settings Actions Help ade 9 Sal Nam RepeNam 1 1 1 NetRunDae Next Run Range e Call Sum Interaction Reporter 2013 01 31 05 00 00 PM 2013201 731 201 3701 731 e Workgroup Queue Statistics Report Assistant 2013701731 09 40 00 4M Co Email Call Sum Interaction Reporter 2013701731 04 20 00 PM 2013 01 30 2013701730 C Email Workgroup Oueue Stats Report Assistant 2013701731 09 20 00 4M C fUsers Interaction Reporter 2013 01 31 04 50 00 PM e Workgroup Queue Statistics Report Assistart 2013701731 09 40 00 4M C Rights Interaction Reporter 2013701731 10 30 00 4M 3 Supervisor Caller ID Summary Caller ID Summary by User 07 3
35. Recording Audit by User The Deleted Recording Audit by User report is an Interaction Recorder report that displays deleted recordings by User and then by Date Time the recording was deleted Recorder Scoring Summary for Admin This report summarizes the questionnaire scores for each Interaction Recorder questionnaire in the specified range It lists a summary line for each scored recording under each questionnaire name listed by IC Scorer reviewer Recordings that have not been scored will not appear in the list The Summary line provides an overview of how an CSR performed on each recorded scored interaction in the range Recorder Scoring User Summary for Admin This report summarizes the questionnaire scores for each IC user and Interaction Recorder questionnaire in the specified range It lists a summary line for each scored recording under each IC User name included in the first column of the report and is sorted by that name Recordings that have not been scored will not appear in the list The summary line provides an overview of how an CSR performed on each recorded scored interaction in the range INTERACTION TRACKER REPORTS Report Name Report Description Tracker Individual Detail Report Displays an individual detail report Tracker Individual Summary Displays an individual summary report Tracker Interaction Segment Detail for Admin Tracker Interaction segment detail report Report am ur xerox e KENTUCKY
36. Scheduling Unit Agent Request type Ful day Partial day Length per day Start time End Fire Request status Submitted Pending C Approved Denied Thursday 3 20 2008 Thursday 3 20 2008 Counts toward paid time Description Submitter Submitted Reviewer Reviewed e a From the Scheduling Unit dropdown list select the appropriate scheduling unit In the Request type section select Full day or Partial day as appropriate for this time off request Note The default start time for partial time off requests is the shift start time In the Request status section select the appropriate time off request state Submitted Pending Approved or Denied Select the days covered by this time off request in the Start time and End time boxes Select the Counts toward paid time checkbox if appropriate In the Description box enter any notes for this time off request Click OK The time off request appears in the Time off requests list in the Time Off Requests Configuration dialog box Edit a Request In the Time Off Requests Configuration dialog box search for the time off request Workforce wants to edit From the Time off requests list select a time off request and click Edit The Time Off Request dialog box appears Make any necessary changes and click OK xerox e _ e c KENTUCKY Interaction Center User Manual Delete approv
37. User Outbound Call Summary by Number Dialed Calls Processed by User Comparison Dialed Number Detail Hourly Call Summary by Extension International Remote Number Logical Component One Summary International Remote Number Logical Component Two Summary Qmm m La E Kentucky f Interaction Center User Manual The Caller ID Summary by User displays summary information by User then by Caller ID Each user is listed with the total number of calls and average duration for each date Lists outbound numbers for a specific time period and the users who called these numbers This User Summary report is beneficial for professional services and environments with specific accounts Each user s calls to specific numbers are summarized The report can be used by the user or their supervisor to evaluate account and service information A tool for supervisors to evaluate and compare user call volumes Shows the number of calls processed inbound and outbound by each user during a given time period Does not indicate number of inbound vs number of outbound calls just provides a total for both directions To see inbound and outbound calls separately run Incoming Calls by User and Outbound Calls by User reports Enter each user or a range of users not workgroup names Shows all outbound calls sorted by dialed number during a specific time period The dialed number report shows all outbound calls sorted by dialed number Manager
38. are configured Talk with IC Installation Engineer This is an interval report and will report statistics up to the end of the previous interval For example if it is currently 11 15 am and the Supervisor runs the report for today it will show data up until 11 00 am DNIS Detail The Statistics Group DNIS Report displays a detail by day for the specified DNIS or DNIS range The report is designed to give a summary report of the day s queue activity by DNIS This report displays the number of ACD calls number of abandoned calls and percentages on abandoned and answered within the first service level as configured in Interaction Administrator This report has Flexible Fields allowing the Supervisor to substitute certain columns of data for other data see the Reporting on line help for details Warning DNIS statistics collection will significantly increase data collection For this reason the DNIS server parameter QueuePeriodStatisticsGenDNISData default value is No The 17 15 2 12 nmt 1 17l Dama anlik OB om Lf E las E em NE NES 17 15 5012 antiircly H nalth Ranafit Ever h sanaan nntarct Cantar Dano DA nf IC U 15 2015 Kentucky Health Benefit Exchange Contact Cente rage 240 OF L U S id uA R i S r S e r Vor IN SATS VAKAve CAR ERAEALIAR TC RT ZUL Xerox Corporation All rignts am ee y mg P em oem on a X Le a Xerox gt y KENTUCKY d Interaction C
39. as Digits 35 4 Bruce Florman a Claire Fleece a David Fletcher 2 Dionne Flickinger a Flavio Baldoni Flavio Messina ad Flip Fitch i GE a Jan Flarnion a Nate Fleming 2 Rameses Florentino B al Steve Flatt Cancel From the drop down list do one of the following If the intended recipient is an IC user status information for the selected IC user appears It shows whether or not the transfer recipient is logged into Interaction Client and is able to accept the transferred call This can help the user decide what kind of call transfer to use Select Dial the user s entry as Digits to convert a text entry into numbers Select the appropriate name and associated extension number Optionally if they selected an IC user as a recipient do one of the following IC disregards any forwarding phone number set for this IC user in Call Coverage settings or Set Status Details Select the Override Call Forwarding check box to transfer the call to the IC user s extension Clear the Override Call Forwarding check box to transfer the call to the extension or phone number currently preferred by the IC user Click the Transfer button The transferred call disappears from My Interactions or other queue and is routed to the selected recipient To transfer a call by selecting a directory entry Select a call then select a directory entry and press Enter This transfers the selected call to the default phone number or extension
40. available to the scheduling engine such as new marketing campaigns catalog drops bill due dates and other factors Additionally the Supervisor may notice that weekly shift constraints or specific CSR exception shift constraints sometimes cause unworkable schedules to be generated Maintenance of this configuration data may be necessary and a schedule may need to be regenerated to have a workable starting point Or they may need to make only minor adjustments by hand to the generated schedule before publishing it e Working with schedules Generate new schedules in the Interaction Optimizer module available in IC Business Manager In addition use the Interaction Optimizer module to publish make changes to and remove existing schedules For more information see the Interaction Optimizer online help e Copy The Supervisor can copy and optionally rename a schedule from another forecast schedule entry This will also copy the associated headcount forecast volume forecast and day selections data 1 Click Copy From on the Scheduling dialog box The Copy Schedule page appears eo Mm S a u m at We KENTUCKY Interaction Center User Manual s xerox gt y Copy Schedule Select the schedule to copy From by First selecting the Forecast Schedule Entry to which it belongs then selecting the desired schedule To copy the schedule with a different name enter the new name in the text box below Schedule
41. call appears first but they can sort this view by clicking on any column heading Their preferred sort order is used anytime they view Call History y hly Interactions Disposition Name Number Start End Duration Call Id rel Called Weather Line Today 1 19 PM Today 1 20PM 0 00 1088750257 g Answered Kell Jo Today 4 27 PM Taday 4 29 PM 2 13 1088766242 iG Called Weather Line 317 222 2727 Today 5 46 PM Today 5 46 PM 0 11 1088768033 History Features D mm OO Pembn OOOO Disposition Answered An incoming call that was answered Called An outbound call Missed An incoming call that was not answered Unknown This is displayed if the server has no information on whether the call was inbound or outbound The name of the caller or the person called as found on the IC server or delivered by the Public Switched Telephone Network PSTN as part of Caller ID For an outbound call this is the number that was dialed For an inbound Ea xerox e E Kentucky f Interaction Center User Manual call this is the number of the caller The time when the call is added to the user s queue End The time when the call disconnected if it was still in their queue If the call leaves the CSR s queue before being disconnected the end time is when the call left their queue The difference in time between Start and End Call ID The call identifier for the call can be handy if users must report a problem with a call
42. d General Related Iterns B Plug ins E amp Auto Status Changer Voicemail ok Tracker BA LiveLOOK ls Outlook Dialing 2 In the Quick Keys properties details pane select a view to which the user wants to assign a Quick Key In the Quick Keys field for that view do one of the following Select a key combination from the drop down list Type one of the approved key combinations Select a view from the list and type a Quick Key View Quick Key Call History Company Directory Company Directory Lync enabled Microsoft Lync My Interactions My Work Items Personal Speed Dial Related Items Voicemail 3 Click OK 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 166 of 170 2013 Xerox Corporation All rights reserved xerox e JI C NJ L a e T KENTUCKY Interaction Center User Manual Display Quick Keys From the Windows Start menu select Interaction Client In the Logon dialog box select the Options tab and click Add In the Setting Editor dialog box in Setting Name type EnableQuickKeys In Setting Value type False Click OK Rapid Transfer L 2 Select a call and then start typing the extension phone number or name of the person to whom they want to transfer the call This automatically opens the Transfer dialog box and displays a drop down list of choices Transfer Noreen Took Caller Name Noreen Took TransferTo fi Options Dial fl
43. expressions Wildcard expressions allow they to search for one or more characters using an asterisk or question mark Wildcard search examples Examples oo Tem fests 0000 1 3 123 133 143 etc Wildcard Search Alert AND urgent Results containing the word alert and urgent Chat OR call Results containing the word chat or cal Speed NOT accuracy Results containing speed but not the word accuracy 4 1 2 Change User s Password 1 From the File menu select Change Password The Change Password dialog box appears Change Password Please enter the following information to change your Interaction Center password Old Password Mew Password Confirm New Password 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 160 of 170 2013 Xerox Corporation All rights reserved Lus A P m ate um E E e KENTUCKY Interaction Center User Manual xerox 2 In Old Password enter their current Interaction Center password 3 In New Password enter their new IC password 4 1 3 Logon dialog box The Logon dialog box has two tabs Connection and Options Interaction Client Connection Options Use Windows Authentication User Noreen Took Password TTT V Save Password Server Indy a Station Type workstation Workstation NOREENTOOK mtr Mecum m P m oe RA _ gt a ami um aem LU 7
44. factor by moving the CSRs or Shrinkage slider controls or typing a value in the 9o boxes Warning Adjusting this data by a given percentage removes the existing data Meaning the only way to undo that increase is to click Cancel and then click the Modify button again on the Headcount Forecast Data Modification dialog box 4 In the Headcount Forecasts dialog box click the Export button to save headcount forecast data In the Save As dialog box in the File name box type a name for the data file The file extension is tsv by default 5 n the Headcount Forecast Generation and Modification dialog box click the Graph button to display graphs based on the data in the grid After Workforce completes their review of the graphs click Close gt Available Graphs Graphs Descriptions Headcount Occupancy Summary These graphs display Adjusted Headcount and Occupancy with all media types calls chats and emails for all route groups combined Service Level ASA Summary These graphs display Service Level and Average Speed of Answer with all media types calls chats and emails for all route groups combined Delay Summary These graphs display Chance of Delay and Average Delay of Delayed Interactions with all media types calls chats and emails for all route groups combined 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 122 of 170 2013 Xerox Corporation All rights reserved e
45. for different dates in the Interaction Optimizer published schedule by users LINE GROUP REPORTS Report Name Report Description Calls Entered Line Group by Hour This graph shows the number of inbound and outbound calls attempted on each line for every hour of a specified day This graph can be used to evaluate calling volumes throughout the day on each line Each lines call volume is plotted for each hour to allow system administrators to see line traffic at a glance Call attempts are evaluated versus actual connected calls to give a true picture of line activity 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 34 of 170 2013 Xerox Corporation All rights reserved xerox e Calls Inbound Entered Line Group by Hour Calls Outbound Blocked Line Group by Hour Calls Outbound Line Group by Hour Erlang Study Line Group All Trunks Busy for Interval by Day Line Group All Trunks Busy for Interval by Grade of Service Line Group Identification Interaction Center User Manual E c KENTUCKY This graph shows the number of inbound call attempts per hour for each line during an interval the Supervisor specify This includes all inbound calls that reached a Connected state i e connected to the IC server not necessarily Client_Connected where an CSR answered a call This graph shows all outbound blocked line group calls by hour This graph sorts the outbound calls by blocked line gro
46. for the selected directory entry Other Call Transfer Options Other Standard Methods for Transferring Calls Transfer a Call Using a Transfer Button Transfer a Call to a Directory Entry M C T ze EX LZ Xerox E KENTUCKY Interaction Center User Manual Transfer a Call to a Workgroup Transfer a Call After Consulting the Recipient Transfer a Call Without Consulting the Recipient Transfer a Call to Another Person s Voicemail Transfer a Call to the user s Voicemail Park a Call on Another Person s Extension Drag and Drop a Call on a Name in a Directory 4 1 7 Whisper Mode Use Whisper mode to add themself to a CSR s interaction on any queue they have permission to monitor This enables them to talk to the CSR without the customer knowing The CSR can hear their side of the conversation but the customer cannot e To coach a CSR on an interaction 1 Make sure they have permission to monitor a specific queue 2 Highlight the interaction the Supervisor wants to join and click the Whisper Button or press Ctrl W The Listen button is activated on the client An icon appears in the CSR s Lstns column in My Interactions 4 1 8 Call History The Call History view displays a listing of the user s incoming and outgoing calls The tab is similar to a directory view Some of the call information available includes Start date and time End time Number Name and Disposition as shown below By default the newest
47. how accounts are serviced and determine przofitability of the account Shows inbound caller ID date and time of the call the End User connected to the call their extension any hold time and call duration The Caller ID Summary summarizes the number of calls received into the Interaction Center from a specific Caller ID number Each line is reflected with the number of calls received from a specific ID and the call durations The Caller ID Summary by Date summarizes the number of calls received into the Interaction Center from a specific Caller ID number Each date is reflected with the number of calls received and the call durations This report displays a summary of all calls for the specified IC users for each day in the given range The report is designed to give a summary report of the user s call volume It shows counts for Incoming Outgoing Unknown and Total and shows total Duration and Average Duration of each type It does not distinguish between Incoming ACD and Incoming Direct calls The User Call Detail report displays all calls for one or more users for a given time period The report is designed to give each user their own report of calls A manager can use the User Call Detail Report to audit a user s productivity System administrators may choose to use the User Call Detail Report to bill users and departments for their long distance calls xerox e Supervisor Caller ID Summary by User Supervisor
48. i de MP E r ri er of na E r agri r Piden Hold Mute Transfer Vowel Disconnect listen Record F mate Propere 1 2 1 Answer a call e If the CSR are not connected to another call pick up their telephone handset e Ifthe CSR are connected to another call click the e Pickup button The first call is placed on hold 1 2 2 Place a call on hold 1 Click the call that the CSR wants to put on hold then click the Hold button or right click it and choose Hold 2 To reconnect to the call click Hold again 3 To suppress hold music for the caller click Mute before or after clicking Hold 1 2 3 Disconnect a call 1 To disconnect a call with their handset just hang up the telephone 2 To disconnect a call with the client e Highlight the call to disconnect lick the Disconnect button or right click the call and choose Disconnect 1 2 4 Transfer and park calls 1 Inform the caller of the transfer and on the Call Control toolbar click the Transfer button The Transfer dialog box opens 2 In the Transfer To field type all or part of the recipient s name or number In the dropdown list that appears select Dial their entry as Digits to convert a text entry into numbers or select the appropriate contact name and associated extension or phone number 3 Click the Transfer button or choose from the following transfer options e Park Place a call on hold in the recipient s My Interactions queue e Voicemail Direct the call to a recipien
49. of Delay 9o and Workgroup Average Delay of Delayed Interactions by staffing group wy Headcount Forecast Simulation Graphs Oy x Headcount Summar y Media Headcount Workgroup Occupancy Workgroup Service Lewwel ASA Workgroup Delay Adjusted Headcount O NY s WEN pt TT Tx pt tT Zt st UN pf tt Tf pt ty st AL Pettit g Calls Emails Configuration 8 In the Headcount Forecast Simulations Graphs dialog box click the Configuration button to change the workgroup s and skill set s displayed on these graphs Click OK to display the changes to the graphs Xerox Fj Configure Detail Graph Workgroups and Skills Interaction Center User Manual Select which workgroup and skill combinations to appear in the media detail Skill Set E JETEIEILTEIEIDIETERIETIETEIEI Client Server Applications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Email Email Mainframe Applicati EA TE i r HIRA E amp I k All Skills All Skills English Marketing Product English Marketing Product All Skills English Marketing Product English Pragramming Lang All Skills All Skills English Marketing Product
50. options are Excel PDF and Word 2 3 8 Scheduled Reports Scheduled Reports allows Interaction Center users to schedule IC Historical Reports to run on a daily weekly or monthly basis and it can distribute those reports to multiple locations The Scheduled Reports application consists of four main components the database monitoring service IC handlers and the Scheduled Reports Client gt The database contains configuration information for each of the scheduled reports gt The monitoring service sends a notification to the IC handlers to run a scheduled report and monitors for updates to the database gt The IC handlers receive the notifications from the monitoring service at the time a report is scheduled to run gt The Scheduled Reports Client is the user interface for report administrators to schedule the running and distributing of reports Qum T arri KENTUCKY Interaction Center User Manual ES 9 Xerox e e To start the Scheduled Reports Client on the Supervisor s workstation 1 Click Start and select All Programs 2 Click Interactive Intelligence and select Scheduled Reports Client The Interaction Scheduled Reports dialog opens fo Scheduled Reports qc bigeast qcloud test B File Settings Actions Help e Workgroup Queue Statistics Report Assistant 20137 01731 09 40 00 4M e Email Call Sum Interaction Reporter 2013 01 31 04 20 00 PM 2013 01 30 2013201 430 e Email Workgroup Queue Stats R
51. or busy signals Assumes steady state arrival or that traffic does not increase or decrease beyond random fluctuation within the time period Assumes Workforce have a fixed number of staff handling interactions throughout the time period Assumes that all CSRs within a group can handle the interactions presented to the group Overlapping CSR groups and skill based routing not taken into account e ACD simulation Computer simulations have been used widely in business and economic analysis to help predict demand using the power of a computer s random number generation and logic to run hundreds or thousands of virtual events Also referred to as a Monte Carlo simulation a computer could be used to forecast revenue by simulating consumer purchase patterns based on a known purchase distribution or to place interactions and have virtual CSRs service those interactions based on randomly assigned interaction attributes such as arrival time and duration and a given service level Interaction Optimizer takes the volume of interactions forecasted generates a workgroup skill and media type for each interaction then randomizes arrival time and AHT It then feeds each interaction into a simulated ACD according to the generated arrival time Virtual CSRs are assigned to take the interactions and are tagged as busy until the randomly generated AHT has expired Virtual CSRs are added to take the virtual interactions to meet t
52. right Repeat step two to add additional printer locations The system sends the report to the printer locations in the list box on the right To delete locations from the list click Remove 2 3 10 Schedule the time and frequency of the report generation After the Supervisor completes the destinations for their report click on Next The Scheduled Reports Frequency of Reports dialog opens and the report name appears in the Name field a E La xerox e KENTUCKY Interaction Center User Manual Use the Frequency of Reports dialog to schedule when the report runs including the time of day the report runs how often they want it to run and on what day of the week to run it um Scheduled Reports Report Frequency Frequency When to run the Scheduled Report Mame Account Code Call Detail by Date Time of Day to Aur 08 00 Frequency Type Next scheduled Run Date s t One Time Weekly Monthly 2013 02 04 06 00 00 4M Pick Dayle of Week 2013 02 11 08 00 00 AM Iw Mon Tue wed Thu e Pica Fl amp 5un 2013 02 18 08 00 00 AM 2013 04 25 06 00 00 4M Cancel Back Hest e To schedule the time and frequency of the report generation 1 In the Time of Day to Run drop down list select a time to run the report Their administrator configures the lists of available times 2 In the Frequency Type area select the option for how often the Supervisor wants to run the report The options are
53. rt Date Thi eday Sep m beris 2010 11 43 22 M 21 z5 22 18 18 21 it 10 zz 4 14 it 233 1140258 1i 1123904 20010 1i2ezT 112522 21000 151000 11258 oD 210070 210070 20000 11 22 15 11 42 10 11 840 112524 1122 11m 210000 21000 1453000 21000 2276 1 44 44 210000 Dez 197070 11273 2100 1617070 160070 11 41 10 11 020 1122 12 21000 112525 112 210000 21000 W241 BA 11193 M1057 2 108 42 i 2 108 56 08 81x unnm 71439 08 56 gun n gun nn aun n ia15n5 1D52 11465 10D 503 8129 10835 08 709 ian nn i523 138 10 200 00 88 3794 iun nn 103 836 8D 559 109 19 un nn gun n 15238 11309 11465 0822 gun nn 108 50 10885 iun nn unn 10855 032165 Page 11 arT4 234 S67 295 11 19 10 87 E8423 ETAT 62 ELES CB ETH 100 00 C7 149 TELES 100 00 3 100 00 100 00 119 05 10 99 11 46 10 90 eB T9 4 8 3533 E8103 t 1DD Dm3 EiT 5233 38 10 100 00 1 6294 amp 1DD Dm3 FELES EB0 95 e919 4 100 00 3 100 00 52 98 11 03 11 15 es 29833 100 00 8 BOX E8353 amp 1DD Dm3 100 00 3 E855 C326 Note Reports 1 through 3 has the parameters of Specify a Unit Name and a start and end range to include in a report Workforce can also specify a Date and Time range and user names to include in a report LD 6 s Xerox Y c KENTUCK
54. the Headset button or the End Call soft key Answering a Call Handset Lift the handset gt Speakerphone Press the Speaker button gt Headset Press the Headset button gt Answer Pressing the Answer soft key will answer the call on speakerphone unless the user s handset is already off hook or the user can use a headset Ignore Pressing Ignore stops the ringing but the call still flashes on the line key and the caller still hears ringing If they don t answer the call will roll to their voice mail or other programmed destination gt Reject Pressing More and then Reject removes the incoming call from the user s phone but the caller still hears ringing until the call forwards to voice mail or other programmed destination Muting gt Press the Mute button microphone icon while on a call to toggle the microphone on and off whether the user is talking via handset headset or speakerphone While their microphone is muted there will be a red light at the top of the phone and the microphone muted icon will flash on the phone display While the user s microphone is muted the user can hear the other party but they cannot hear the user e ai E SF B xerox c KENTUCKY Interaction Center User Manual e Redialing Press the Dial button or the right navigational arrow to display the Placed Calls list Press the up or down arrow buttons to scroll through the list and then press Dial to call th
55. the users on which to run the report Si ID rao 2 Work group Developmen Bonk mam Don m MakBuchanan Buchanan Mark 100 JohnHaas Hast Jahn 100 Alen Lanteigne Lanieigne Alan 1000 Aaroni Lerch Lerch Aeron 100 Peter Nees pees Peta 100 Art Dwemrnuer Art 100 Buans Schaller Brian TD Dukes Snuder Duka 100 Joshua Shum Stun Joshua 100 JohnT Thomas Jahn 10 Jamie tison Won Janig 8 Selecting specific users If a user is not in a workgroup they can select Advanced Options to search by User ID or by name Interaction Report Assistant Ed Select Users Select the uses on which to run the report Bak Het Eee Help 9 After selecting Advanced Options click Add The Advanced User Search dialog is displayed 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 42 of 170 2013 Xerox Corporation All rights reserved LD 6 ll PS Xerox E KENTUCKY gt d Interaction Center User Manual Adwanced User Search Site ID usb All users at this ste Last Hame Workgroup 7 First Hame Seach Result _ Search Sie User_ LastName FirstName Add amp dd Al 10 Use any of the fields to search for a specific user The Supervisor can search for a user by Site Workgroup User ID or by name They can use one or more fields to refine their search Click Search to display their results Select the users to include in their report and
56. to quickly configure nested searches using compound attributes to quickly access the desired information without having to use complex query logic For example someone might want to search by survey name for a particular agent within a certain date range Xerox e Ww OG D Interaction Center User Manual DC Business Manager Interaction Feedback File Edit View Workspaces Tools Actions Help Fjh ew A a A Kx n pb X Delete ty Copy Ta Library Manage Dashboard x i g eee X Public Search Author Gins Clarkin 3 Survey Results amp t a Dashboard Tile Marketing survey rA 2 3 Public Searches E Categories New Attribute Run Search al Save Search X Delete Search Macc results 00 A P Markeing surveys a Inberaction Analyzed ut yp User Gina Clarkin sens E Private Searches Medis Speciic Survey Definition Ei Questionnaires Date Time Survey Definition E BB Demo Survey Survey Has Related Recordings ME lB Test Surveys Advanced Initiation Policy E 5 Customer Experience ACH UNION Onerako Ires sctiem Ad eps s G I Customer Experience Short Direction y Marketing Inisan Lt Library Mecha Type Participant Iricamation Fieccrding Fie Sire Recording Length Site ID Whapup Code Results search attributes me IC Busines SS mm n M EP n File Edit Views Workipace Tools Acton Help r Mew 4 3a dA gi Add bp Save X Delete X
57. to their administrator e Displaying the Call History View gt Re adding the Call History view after the user removed it 1 Do one of the following From the File menu chose New View Right click a tab in the area where the user wants the Call History view to appear and select New View The Create New View dialog box appears 2 From the Categories list select Call History 3 In the Views list select Call History Then click OK e Removing the Call History View To remove the Call History view in the client window right click the Call History tab and click Close Call History e Call History Make Calls The user can click anywhere in a call history row or click directly on the Number hyperlink to dial the phone number associated with the call e Call History Retention History is tracked for calls that appeared in My Interactions These are calls that were inbound to the user calls placed by the user calls transferred to the user and calls used to retrieve voice mail messages Call history is maintained by Client Services on the Interaction Center server By default call history information is retained for three 3 days or 300 calls whichever comes first per user The amount of call history data stored per user depends on the version of Client Services running on the server and how it is configured by the IC administrator 4 1 9 Camp Desktop Alert The Camp desktop alert lets the user know when another user whose statu
58. which shows level name interactions aborted interactions average aborted duration percent ET PE t E ie C oo Se e xerox 6 C Xewruexv gt Y D Interaction Center User Manual IVR Summary Displays an IVR summary report for a level default 4 which shows IVR level name interactions duration average duration percent of calls by IVR level name repeated calls and percent of calls repeated AGENT REPORTS Report Name Report Description Agent Availability Detail This report shows how long the Supervisor was in an Available state to take calls and their status while they were unavailable Agent Availability Summary This report shows how long the CSRs were in an Available state to take calls and their status while they were as unavailable INTERACTION RECORDER REPORTS Report Name Report Description Interaction Recorder Scoring Detail This report provides detailed information about the scoring of each recording scored via an Interaction Recorder questionnaire The report is grouped by the Title and Date Time of each recording and under that the details of each IC User s performance on that recording are displayed Each question group and specific questions from the questionnaire are shown along with the scorer s answer and score for each question Interaction Recorder Questionnaire Detail This report provides detailed information about each questionnaire included in the range It enables
59. 0 Continue with the Generate a New Schedule section s m C KENTUCKY xerox e Interaction Center User Manual e Generate headcount forecast using ACD simulation This method uses a simulated ACD to route the interactions as predicted by the volume forecast by route group by time slice to simulated CSRs organized into staffing groups The interaction arrival time is randomized within each time slice as is the interaction duration and wrap up time During multiple simulation runs the CSRs are assigned by staffing group to meet the desired service level and or average speed of answer specified One can expect a more optimal headcount requirement with more cross trained CSRs e g ability to take interaction of multiple media types for multiple workgroups and skill sets as opposed to the case of CSRs being very specifically configured e g limited workgroup membership limited media type utilization and or limited skills set A headcount is predicted for each time slice and the process is repeated throughout the entire schedule 1 In the Headcount Forecast Generation and Modification dialog box click the arrow at the end of the Generation Method drop down list select ACD simulation and click the Generate headcount forecast for all days button gt ACD Simulation Parameters dialog box C IACD Simulation Parameters F3 Workgroup Media type Skiset Percent English Marketing Produc Client Server Applicati
60. 00 1800 Mainframe Applications Level 2 0 000000 1 000000 0 777648 0 000000 0 000000 w 02 30 1800 Client Server Applications Level 1 2 581818 0 963636 0 779864 0 054545 47 33 w 02 30 1800 Client Server Applications Level 2 0 000000 1 000000 Q 782487 0 000000 0 000 w 02 30 1800 Email 0 000000 0 000000 0 749652 0 000000 0 000000 0 000000 0 000 w 02 30 1800 Mainframe Applications Level 1 0 000000 1 000000 0 747556 0 000000 0 000000 w 02 30 1800 Mainframe Applications Level 2 0 000000 0 000000 0 747556 0 000000 0 000000 w 03 00 1800 Client Server Applications Level 1 4 656250 0 947917 0 591508 0 067708 68 76 w 03 00 1800 Client server Applications Level 2 Q 000000 0 000000 0 622567 0 000000 0 000 w 03 00 1800 Email 0 000000 0 000000 0 694213 0 000000 0 000000 0 000000 0 000 w 03 00 1800 Mainframe Applications Level 1 0 000000 1 000000 0 853975 0 000000 0 000000 w 03 00 1800 Mainframe Applications Level 2 0 000000 0 000000 0 853975 0 000000 0 000000 w 03 30 1800 Client server Applications Level 1 17 403509 0 824561 0 729765 0 192982 90 18 w 03 30 1800 Client server Applications Level 2 5 611111 0 958333 0 683867 0 055556 101 0 w 03 30 1800 Email 0 000000 Q 000000 0 700323 0 000000 0 000000 0 000000 0 000 w 04 00 1800 Client Server Applications Level 1 25 771429 0 857143 0 581917 0 142857 180 4 w 04 00 1800 Client server Applications Level 2 Q 000000 0 000000 0 670278 0 000000 0 000 w 04 00 1800 Email 0 000000 1 000000 0
61. 03 24 12 1198 87 8308 38 2009 moo 5 25 zi RUE B4 163 g 2n 2nna m 1n 2 i 4510 anm 1 9 29 3 21 2009 inan 3 5 mmm 6 52 0 43 3 22 2009 100 3 5 mmm 6 52 0 43 Weekly summanytor user Beth Colier ending on 822720108 35 00 16 40 03 09 34 3 029 30 2394 Baa 2009 mois 3 5 mimm Ao 9 19 S242009 pas 3 5 mimm 0 2653 ga B25 2009 mo 2 i 4500 au 193 9 29 262009 1000 7 8 T E 2355 iBT 55 3 B27 2005 mm 4 z 011500 a7 85655 CERLE S 3 28 2009 inm 7 z rmm 20 00 20 00 Weebly summanfor user Beth Colier endimg on 8 28 2003 43 00 ZEB 38 05 14 05 17 4294 82 5804 P rit Date Tha day SepimbernDs 2010 115043940 Page Tote 294 967 295 Note Reports 4 and 5 have the parameters of specify Unit name list of Unit Names or a range of Unit Names a Date and Time range or a set of ranges a User list of users or a range of Users xerox anv Interaction Center User Manual gt Report 6 Headcount Summary Scheduled vs Forecasted This report displays the Summary of scheduled and forecasted headcount reported in 15 minute intervals for a given schedule Headcount Summary Scheduled vs Forecasted Schedule range l 222 T s INTERACTIVE INTELLIGENCE Forecast Schedule Date range OOS 720068 0000700 09092010 23 53 58 Schedule Date Time Range broso o0 00 00 Da mo 2010 23 50 58 New Schedule Scheduling Unit Customer Service Help Desk Published on datetime O29 42010 12 14 02
62. 08 36PM Page 73 of 4 294 967 295 Note The parameters for this report are specified a Schedule Name and a start and end range to include in a report Workforce can also specify a Published Date user names and the beginning and ending date and time to include in a report gu SLT xerox m en Interaction Center User Manual gt Report 12 Schedule Graph All schedules Published and not Published This report displays a graph of published and not published scheduled activities in intervals of 15 minutes for selected users Schedule Graph All schedules Published and not Published Schedule range INTERACTIVE INTELLIGENCE Users Forecast Schedule Date range OOS 2008 00 00 00 O99 2010 23 58 58 Schedule Date Time Range 0105 2006 00 00 00 OS 02010 23 58 58 Feb Week 1 Published ves Published DateTime time 1 30 2008 16 06 56 EL Mea P eting Bi screduted ACD Echeduied Hon ACD Bi scheduted Time Off MIL Wednesday February 4 2009 Beth Collier Brian Williamz Chris Herr Dialae Fierce Doug Migrant Elizabeth Sanders Gino Andre Jason Braun Jason lee Jennifer Oearborne Jere my Carter John Carr Julie Smith Print D ate Thursday September 09 2010 12 08 47 P M Page 178 of 4 294 967 295 Note The parameters for this report are specified a Schedule Name a list of Schedule Names or a range of Schedule Names a Forecast Schedule Date Time range a User list of Users or range of
63. 1 10 20 22AM 317 872 3000 Interactive Intelligence 103 System 0 18 700 00 11 772001 122 27 AM 317 872 3000 Interactive Intelligence 103 System 0 08 20 00 11 7 2001 10 2325AM 317 872 3000 Interactive Intelligence 103 System 00 04 20 00 11 7 2001 10 24 14AM 317 872 3000 Interactive Intelligence 103 System 00 04 00 00 Page 1 of 300 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 86 of 170 2013 Xerox Corporation All rights reserved P Xerox e ice KENTUCKY Interaction Center User Manual Distribution Queue Performance Queue by Date Queue Range Lzzz Date Time Ranga TIAZ 2001 000000 11 07 2001 23 59 59 Shift Time Range TDI 23 58 58 Site ID Range 2 288 Inte Anz Support Support_Overflow 1172001 Support Cerflow Technical Sales liz 2D01 D DO Technical Sales 1 7000 Shel 3 amp ItelD 202 Admin 1172001 Ji Admin Central Services 1172001 Central Sankat ClientServices 11772001 gj BJE T00 3E B 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 87 of 170 2013 Xerox Corporation All rights reserved Interaction Center User Manual Tax Boo Tac TA FKEBADOS 11 58 58PM Tac Toc BRobRodSca uwnSanteaenadn Graph Area Code Boa 1182001 12 007004 c 117 2001 11 58 58PM 0 c Bodo a mw mm Code Frequency 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 88 of 170 2013 Xerox Corporation All rights r
64. 1800 client Server Applications Level 1 1 Programming Lanquages 5 1 050000 246 043972 00 1800 client Server Applications Level 1 1 web Interfaces 7 1 050000 240 792965 0 956 00 1800 Client Server Applications Level 2 1 HR Products 7 1 050000 324 956357 0 901 oo 1800 client Server Applications Level 2 1 Operating Systems 6 1 050000 242 301614 00 1800 client server Applications Level 2 1 Programming Lanquages 7 1 050000 327 105466 of gt gt To import Erlang C Headcount Forecast data into Excel 1 Open the exported Erlang C Headcount Forecast data in Microsoft Excel 2 In the Text Import Wizard Step 1 of 3 dialog box select Delimited as the file type 3 Set Start import at row to 46 This is the first data row after the formatting comments automatically saved with the file 4 Click Next gt 5 In the Text Import Wizard Step 2 of 3 dialog box select Tab in the Delimiters section Set Text Qualifier to none 6 Click Next gt 7 In the Text Import Wizard Step 3 of 3 dialog box Workforce can specify the data type of each column according to the format but Excel does a very good job of identifying the data type and configuring each cell accordingly Ea a xerox e E KENTUCKY Interaction Center User Manual 8 Click Finish to import the data to a blank spreadsheet The following is a description of the file format for their reference Columns must go from left to right in the text file in the sequent
65. 586514 0 000000 0 000000 0 000000 0 000 w 04 00 1800 Mainframe Applications Level 1 12 711538 0 907407 0 591111 0 076923 165 250000 w 04 00 1800 Mainframe Applications Level 2 0 000000 0 000000 0 591111 0 000000 0 000000 w 04 30 1800 Client server Applications Level 1 6 980952 0 933962 0 633980 0 095238 73 30 w 04 30 1800 Client server Applications Level 2 5 939024 0 926829 0 640361 0 085366 69 57 w 04 30 1800 Email 0 000000 Q 000000 0 635845 0 000000 0 000000 0 000000 0 000 w 04 30 1800 Mainframe Applications Level 1 0 000000 1 000000 0 731286 0 000000 0 000000 w 04 30 1800 Mainframe Applications Level 2 0 000000 0 000000 0 731286 0 000000 0 000000 w 05 00 1800 Client Server Applications Level 1 Q 000000 0 000000 0 532889 0 000000 0 000 w 05 00 1800 Client Server Applications Level 2 Q 000000 1 000000 0 507306 0 000000 0 000 w 05 00 1800 Email 0 000000 0 000000 0 563556 0 000000 0 000000 0 000000 0 000 w 05 00 1800 Mainframe Applications Level 1 0 000000 0 000000 0 637417 0 000000 0 000000 w 05 00 1800 Mainframe Applications Level 2 15 278689 0 887097 0 608556 0 114754 133 142857 w 05 30 1800 Client Server Applications Level 1 0 000000 1 000000 0 536531 0 000000 0 000 w 05 30 1800 Client server Applications Level 2 16 075949 0 881250 0 562111 0 132911 120 9 w 05 30 1800 Emai 0 000000 Q0 000000 0 564024 0 000000 0 000000 0 000000 0 000 w 05 30 1800 Mainframe Applications Level 1 0 000000 0 000000 0 682159 0
66. 7 2001 09 28 20AM N A Unknown Marne JasonT EHE System 00 11 00 00 172001 10 11 514M NIA Unknown Marne Mike 103 System 00 45 20 00 11 7 2001 10 12 08AM N A Unknown Marne Mike 103 System 00 27 700 00 11 7 2001 10 5920AM 317 872 3000 Interactive Intelligence perz D RECEPTIONP 00 57 20 00 DNIS 103 Summary DAIS Humber of Calls Z5 Total Call Duration 303 19 Avg Duration 3 00 22 Data Call Id Hama User Ext Station Id Call Duration Had Time 11 5 2001 08 53 41AM 317 872 3000 Interactive Intelligence 103 System 00 34 00 00 11 2 2001 00 25 53AM 317 872 300D Interactive Intelligence 103 System 00 29 00 00 11 8 2001 10 23 58AM 317 872 3000 Interactive Intelligence 103 System 700 03 700 00 11 0 2001 12 45 27PM 317 872 3000 Interactive Intelligence 103 System 00 16 20 00 11 8 2001 124606PM 317 872 3000 Interactive Intelligence 103 System 01 38 00 00 11 8 2001 12 47 11PM 317 872 3000 Interactive Intelligence 103 System 00 33 00 00 11 8 2001 02 35 01PM 317 872 3000 Interactive Intelligence 103 System 01 23 20 00 11 7 2001 10 11 44AM 317 872 3000 Interactive Intelligence 103 System 00 52 00 00 11 7 2001 10 11 53AM 317 872 3000 Interactive Intelligence 103 System 00 43 00 00 11 7 2001 10 12 12AM 317 872 3000 Interactive Intelligence 103 System 00 20 20 00 11772001 10 12 50AM 317 872 3000 Interactive Intelligence 103 System 00 29 20 00 11772001 10 18 45AM 317 872 3000 Interactive Intelligence 103 System 00 24 20 00 11077200
67. 94 97 116 136 139 144 160 160 160 161 162 162 164 168 168 169 170 ams 7 a T At m Tm meram qm E rum Xerox e KENTUCKY Interaction Center User Manual Document Control Information Document Information Document Name HBECC Service Guide Project Name Kentucky Health Benefit Exchange Contact Center Client Kentucky Cabinet for Health and Family Services Document Author Xerox Business Services Document Version VO 01 Document Status Draft Date Released Document Edit History Version Date Description Author Approver 0 01 06 12 13 Initial draft Bill Daws Confidentiality Statement 02013 Xerox Corporation All rights reserved Xerox and Xerox and Design are trademarks of the Xerox Corporation in the United States and or other countries Other company trademarks are also acknowledged No part of this document may be modified deleted or expanded by any process or means without prior written permission from Xerox Approvals Submitting Organization s CMS s Approving Authority Approving Authority Signature Printed Name Position Phone Number Date 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 4 of 170 2013 Xerox Corporation All rights reserved Ea r xerox e KENTUCKY Interaction Center User Manual 1 Customer Service Representative 1 1 Managing Phone Calls The Customer Service Representative logs on and off of the system t
68. Always be sure to document their changes and keep the change logs in a location where other team members can locate them am ur xerox e i KENTUCKY Interaction Center User Manual 2 3 15 DNIS Detail Report The DNIS Detail report was designed for organizations that use multiple inbound numbers to connect with workgroups departments and employees Oftentimes DNIS Dialed Number Information Service is used for toll free numbers that are given to customers to reach a contact center For reporting purposes DNIS is very useful in segmenting call volume based on the numbers their callers dialed The DNIS Detail report displays a detail of inbound calls and chats for each DNIS for each day in the selected date range It shows duration direction and hold time This report can be used by a Supervisor to help determine which calls and chats were received per DNIS during a specific time range e Sort Parameter Options The DNIS Detail Report allows several options on which a report may be grouped sorted They can specify a range of dates times DNIS s and site IDs to include in the report IC sorts this report by DNIS then by date and then by time A summary of calls for each DNIS is shown first followed by the details of each call to the DNIS Descriptions of each tab in the Report Parameters dialog box that is shown in the below screenshot Cx Enter Report Parameters for DNIS Detail Report Date Time Range DNIS Site I
69. By default the UTC offset is the IC server s current UTC offset e Adjusting Historic Date values Workforce can add edit or remove a historic date according to the qualitative information they possess about a given day s interactions Perform any or all of the following steps in the Day Selection dialog box To include a historic date outside the date range click the Add button Add the appropriate values and click OK Day Selection E4 Historic date Sunday 10 1 2006 Day classification Sunday weight 1 ES UTC offset minutes 240 LITC 04 00 ce Historic date Dropdown List Day classification The Day Classification defaults from the ACD data and cannot be modified here Workforce can assign special day classifications during ACD Data Review in the Desired Day Classification dialog box see the dialog box in the Review ACD data section This integer value assigns the relative weight to the selected day s interaction volume data when arriving at next week s interaction volume Example If Workforce assigns a weight of 2 to Monday 7 24 2006 and leave the other days data as 1 this indicates that this historic day s data is counted double in the data used to average am ur ce KENTUCKY xerox e Interaction Center User Manual interaction volume for all the Mondays in the historic data to arrive at the average interaction volume predicted for the coming week s schedule
70. Configuration Chats Emails 2 ME Fu a M E uu C Xerox Y ice KENTUCKY Interaction Center User Manual 8 In the Volume Forecast Daily Graphs dialog box click the Configuration button to select route groups to include in the graphs The Configure Detail Graph Workgroups and Skills dialog box appears One selection row exists for each route group identified in the data Select the Enable checkbox of the desired workgroup and skill set and then click OK to view the changes in the graph K jConfigure Detail Graph Workgroups and Skills Select which workgroup and skill combinations to appear in the media detail Skill Set Client Server Applications All Skills Client Server Applications Operating Systems English OOOBOOOROOOB Client Server Applications Pragramming Languages Client Server Applications Web Interfaces English Email All Skills Email Accounting Praducks English Email Programming Languages Email Web InterFaces English Mainframe Applications Le All Skills Mainframe Applications Le Accounting Products English Mainframe Applications Le Operating Systems English Mainframe Applications Le Programming Languages e 9 When they finish generating the volume forecast in the Volume Forecast Generation and Modification dialog box click OK 10 In the Volume Forecasts dialog box select the checkbox next to Generation and Modification and clic
71. D Purpose Code Enter date and time range or set of ranges 0972172011 00 00 00 0972172011 23 59 59 Start of range 972172011 hi 2 57 52 AM End of range 9 21 2011 E 2 57 52 AM Add Stark End poset 22011 00 00 00 13 21 2011 25 59 59 Cancel Load Save Review Bw p NC ED ee Xerox p KENTUCKY m Interaction Center User Manual e Date Time Range Allows a single date or a range of dates separated by a hyphen e DNIS Allows a discrete single DNIS or a range of DNIS s to be entered using string format e Site ID If their IC system is configured as a multi site system not just multiple office locations running off of one IC server but multiple IC servers where each one is configured as its own site then the Site ID parameter allows individual sites or a range of sites to be queried e Purpose Code When the interaction type is Call this further segments the type of call placed see code descriptions in the below table Purpose Code Description No specific purpose has been EOE assigned to this call object Fax 2 Callinitiated by Interaction Dialer Tie Line Telie 4 Remote Station 5 fFomwad Z4 6 Conference Bridge 8 Follow me 2 SIP Station All values above 100 are user defined as needed in Handlers e Data Origin and Fields All statistics on the DNIS Detail report are pulled from one repor
72. Date Thit day September os 2010 i216 T19PH bE actue hte iigerce lic Page doti Note The parameters for this report are specify a Begin Date and Time an End Date and Time a User list of Users or a range of Users a type of request a value for the status of the request and a Unit Name list of Unit Names or a range of Unit Names Teri P m im bel a l T KENTUCKY Interaction Center User Manual xerox Report 11 Schedule Graph The Schedule Graph is a report based on the published employee schedules generated by Interaction Optimizer This report displays a graph of individuals start and end times in 15 minute intervals of planned work shift activities for a specified date and time range Use this report to view a summary of planned work shift activities for a group of individuals in a graph format Schedule Graph Schedule range l 222 To T INTERACTIVE INTELLIGENCE Date Time Range D1 D5 2005 00 00 00 pama 2010 23 59 58 Dec Week Z Published local time 11 24 2008 14 38 38 ges mea Meeting PERIE ACD Echeduied Hon ACD gue Time Off taining unavailable My vacation Unscheduled Wednesday December 16 2009 e p jp p BEeth Callier Bob Tomatae Chri z Herr Dale Pierce Dave Johnson Doug Mygrant Elizabeth Sanders Gino Andre Jason Braun Jazan Lee Jennifer LDearbaorne Jeremy Carter Kathy Johnson Print D ate Thursday September 09 2010 12
73. File 2 3 4 Recently Viewed Reports 2 3 5 Saved Report Query am r KENTUCKY Interaction Center User Manual C1 Ol 0 Oo OD 12 13 13 13 15 16 16 16 16 17 17 18 18 20 21 36 48 90 51 xerox e 3 2 3 6 2 3 2 3 8 2 3 9 Determine and load output data report destination 2 3 10 Schedule the time and frequency of the report generation 2 3 11 2 3 12 2 3 13 2 3 14 2 3 15 2 3 16 2 4 Interaction Center Feedback 2 4 1 2 4 2 2 4 3 2 4 4 Interaction Center User Manual Edit a Report Distributing a Report Scheduled Reports Determine the report status Activate a report Resolve configuration errors Historic Reports DNIS Detail Report Example Reports CFI Group s Top 10 Customer Satisfaction Types of surveys Creating Surveys Survey Results Workforce Solutions 3 1 Interaction Optimizer 3 1 1 3 1 2 9 1 9 3 1 4 Si lad 3 1 6 Scheduling Process Volume Forecasting Headcount Forecasting Schedule Generation and Administration Time Off Requests Reports HELP Additional Information 4 1 1 4 1 2 4 1 3 4 1 4 4 1 5 4 1 6 4 1 7 4 1 8 4 1 9 4 1 10 Search Change User s Password Logon dialog box Status Bar Working with Calls Call Transfer Shortcut Keys Whisper Mode Call History Camp Desktop Alert Using the Dial Pad L ur a e5 KENTUCKY 53 53 53 58 59 61 61 62 62 71 19 89 89 89 91
74. Hear today s meeting schedule 2 Hear meeting for another day DD MM YY e Out of Office Assistant Options 2 1 Turn Out of Office Assistant on 2 Turn Out of Office Assistant off 2 2 9 Managing Phone Calls e Using the toolbar 1 In the Number field type the phone number the user wants to call 2 Click the Make Call button next to the Number field or press Enter e Dial a recently dialed number 4 Click the arrow at the end of the Number field drop down list 5 Click a number from the list of numbers the user has recently dialed 6 Click the Make Call button next to the Number field or press Enter Note The user can also dial a recently dialed number by opening the Call History view and clicking the number they wish to call or right clicking the number and choosing Dial from the menu that appears e Dial a number inside the organization 1 Click a directory tab 2 Do one of the following gt Double click a name from the directory list Single click any displayed phone number Right click a person s name and choose one of the displayed Dial entries from the menu that appears e Answer a call gt If the user is not connected to another call pick up their telephone handset gt If the user is connected to another call click the Pickup button The first call is placed on hold e Place a call on hold 1 Click the call the user wants to put on hold then click the Hold button or right click it and choose Hol
75. Interaction Administrator VN NN gt TT kentun Interaction Center User Manual xerox 5 For Crystal Reports only To modify a report parameter double click the parameter in the Report Parameters list box The Set Report Parameter dialog opens Ye Set Report Parameter Name Date Time Description Enter date and time range or set of ranges Type DATETIME Dere onono Multiple Parameters Start Range 07 30 00 Reset To Default 6 The next step is to determine the method and format for distributing the report 2 3 9 Determine and load output data report destination 1 From the Scheduled Reports Report Information dialog click Next The Scheduled Reports Destination of Report dialog opens JA Scheduled Reports Report Destination rx Destination Where do you want to send it Mame Account Code Call Detail by Date Email Email Addresses File File Location Select file location E File Format Printer Printer Location Select printer location Cancel Back Next Finish 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 58 of 170 2013 Xerox Corporation All rights reserved xerox e oe ee pole a 5 m E E Kentucky f Interaction Center User Manual Use the Scheduled Reports Destination of Report dialog to choose the method and format for distributing the scheduled report Distribute the report th
76. Manual Properties for Joe E mm mm 0 zm X EXE mim 3 223 General Business More Business Home Notes First Name oe Last Name Smith Display Name Company Home Phone 17 555 5959 p Auto Dial Extension v Auto Dial Extension Mobile Phone d ww Auto Dial Extension Cancel Click to Dial a Web Page Hyperlink Interaction Client enables the user to use the CALLTO protocol to make calls They can dial specially formatted phone numbers just by clicking them The phone number must be formatted with the HTML tag a href gt This tag is most often used to create a hyperlink to a webpage or a specific point in a webpage However it can also be used to create hyperlinks that place phone calls Finding Phone Number Hyperlinks Appropriately formatted phone number hyperlinks are not usually available on most web pages However The user s company could set up a webpage on an internal site that contains appropriately formatted phone numbers Interaction Client can also dial using phone number hyperlinks from a third party CRM system if their CRM administrator ensures the phone numbers are appropriately formatted There are some internet browser add on applications available that convert telephone numbers appearing on web pages into clickable links If they use a browser add on it must convert the phone numbers using the CALLTO protocol to enable IC
77. NTUCKY e Interaction Center User Manual xerox 3 From the Headcount Forecasts list select a headcount forecast and do one of the following Headcount Forecasts Schedule Sunday 1107 xi Headcount Forecasts Name volume Forecast Headcount ACD volume 1 Add Edit Remove Import Export Headcount Forecast process navigation Generation and Modification Headcount Forecast Generation and Modification gt Double click the Generation and Modification check box in the Headcount Forecast Process Navigation section gt Click the Headcount Forecast Generation and Modification button Headcount Forecast Generation and Modification Forecast date Generation method Erlang c Monda 11 712011 lt 7 As Generate headcount forecast Far all days Modify raph OK Cancel 4 From the Generation method dropdown list select a forecasting method and click on the Generate headcount forecast for all day button m M ML sE xerox amp D cr KENTUCKY 7 z Interaction Center User Manual e Generate headcount forecast using Erlang C 1 In the Headcount Forecast Generation and Modification dialog click the arrow at the end of the Generation method drop down list and select Erlang C Then click the Generate headcount forecast for all days button The Erlang C headcount forecast appears in the Headcount Forecast Generation and Mo
78. Oldest first 3 Play high priority messages first 1 Activated 4 Play mailbox extension greeting 1 Activated 5 Play current status greeting 1 Activated 6 Configure available message type 1 Voicemail 7 Configure saved message type 1 Voicemail Manage Personal Prompts 5 1 Record Out of Office greeting 2 Hear Out of Office greeting 3 Record No Answer greeting 4 Hear No Answer greeting 5 Record the user s name 6 Hear the user s name prompt 7 Activate Out of Office greeting 8 Turn off Out of Office greeting 9 Turn off No Answer message Manage One Number Follow Me 6 1 Turn Follow Me on or off 2 Listen to current configuration options number or IC extension 2 Brief 2 Newest first 2 Deactivate 2 Deactivate 2 Deactivate xerox e Interaction Center User Manual 3 Add a telephone number 4 Edit a telephone number 5 Delete a telephone number Manage Deleted Messages 7 1 Manage Deleted Voicemail 1 Save current voicemail 2 Forward message to extension 3 Skip to next message 4 Replay current message 5 Reply to current message 6 Play text in message body 7 Permanently remove message 8 Play envelope information 2 Mange Deleted Faxes 1 Save current fax 2 Forward fax to extension 3 Skip to next fax 4 Receive fax enter destination number followed by 6 Play envelope information 7 Delete current fax amp
79. RS w xerox i Y KENTUCKY v Interaction Center User Manual 4 1 4 Status Bar The Interaction Client status bar has sections that display their current connection state server name station name voice mail indicator and notifications amp Indy2 NORASIP di Status Reports are due by 5 PM today RP Status Bar Features number Name Deserta OOOO O Connection State Click this section to connect if the users are disconnected If they are connected point to this section to display their IC User ID IC server name and Session Manager server name A lock icon indicates that the connection is encrypted Station or Remote Number Displays the name of their currently active workstation or their Remote Number Voice Mail Indicator This icon is in color if they have one or more unheard voice mail messages If the icon is dimmed they do not have any voice mail messages Notification Area This scrolling list displays their current notifications For more information see Supervisor Client Memos Message Viewer Click this icon to display the Message Viewer and read all their current notifications 4 1 5 Working with Calls Interaction Client provides many ways to handle or manage calls This section describes the following call features Call Security Making Calls Picking Up Calls Transferring Calls Forwarding Calls Making Conference Calls Using Speed Dial Using Other Call Features e Call
80. Security Interaction Center provides call security that prevents others from listening in on a call or even determining which internal parties are involved in a conversation Interaction Center administrators can configure the use of two encryption protocols to Support encryption of call audio SRTP and call control information TLS This provides confidentiality and flexibility for security sensitive organizations The user s Interaction Center administrator can use Interaction Administrator to configure their station to use m s uM c a Eme Pu i Xerox e KENTUCKY Interaction Center User Manual SRTP for all their calls When SRTP is not configured for a station the calls are non encrypted or not secure from network interception e Making Calls There are a number of ways to make a call in Interaction Client Enter a number in the Number field use the buttons on their telephone or use the dial pad in the Client Double click any phone number hyperlinks doubleclick a directory entry or select a directory entry and click any available dial button on the directory toolbar gt Call an Operator The user can use Interaction Client to call an operator within their company or to call an external telephone operator 1 To call an internal operator type O or the internal operator number in the Number field and click Make Call 2 To call an external operator i e Phone Company do one of the following
81. Type report gt Queue Performance Reports Distribution Queue Performance multiple versions of this report Queue Period Statistics Abandon reports Queue Period Statistics Response reports e Statistics Group DNIS Daily report To see a listing of the reports that contains one or more flexible fields In the Interaction Supervisor applications go to the Historical Reports view click on the Help menu at the top and then select the Content option In the Contents tab window expand the option for Report Parameters and select Configuring Flexible Fields A list of reports that contain Flexible Fields will be displayed on the right In the Supervisor s Interaction Supervisor on line help at the screen shown above click on the link for this report Distribution Queue Performance Queue by Date They will then see a sample of the report such as seen below which shows the default columns of data for this report Distribution Queue Performance Queue by Date Queue Range merce p D ate T me Range Shif Time Range Ste 10 Range Tootsi Taft Tatai ACHI mt AdS Shen 1 Customer Support xerox O CIT gt Interaction Center User Manual e Fields and columns that are flexible Distribution Queue Performance report This section displays The Report Element column names The Report Field or Values in the database and the Field or Value Descriptions Scroll through the listing and the Supervisor will see which F
82. Users and a Begin Date and Time and an End Date and Time 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 155 of 170 2013 Xerox Corporation All rights reserved Xerox e ise KENTUCKY il Interaction Center User Manual Report 13 Schedule text based The Schedule text based is a report based on the published employee schedules generated by Interaction Optimizer This report displays a text based graph of individuals start and end times in 15 minute intervals of planned work shift activities for a specified date and time range Use this report to view a summary of planned work shift activities for a group of individuals in a text based graph format This graph can be printed in color or black and white Schedule Text based Schedule range l 222 INTERACTIVE INTELLIGENCE Users I 222 Date Time Range OV05 2006 00 00 00 tggi 23 59 58 Mew Schedule Published rlacal time 10 08 2008 14 19 05 BE break Meal B Meeting a Scheduled ACO n Scheduled Non ACD O Scheduled Time Off t Training Unavailable GY vacation f Unscheduled Sunday October 4 2009 Melissa Greeves Monty Sanders Morgan Young Randy Cox Ronda Malin Sandra Young Sarah Montgomery Sherry Stoneking Steven Si mms Tony Schwartz Print D ate Thursday September 09 2010 12 114 00PM Page 130 of 4 794 967 295 Note The parameters for this report are specified a Schedule Name and a start and end rang
83. Y Interaction Center User Manual Report 4 Adherence Summary Percentage by Date User This report displays duration total of exceptions percentage in and out of adherence by date and users in the scheduling unit The report is sorted by Date and then by User Adherence Summary Percentage by Date User Sche duling Unit re Users zzz Date Time Range Current Sensitivity Threshold hh mm sz3 User Scheduled Time hh m rm 0 07 00 Total Exceptions 01 05 2008 00 00 00 08 08 2010 23 53 58 Exceptions 0 07 00 Scheduling Unit Customer Service Help Desk 171 772003 Jafot Lee 1030 Je bale r earbore 100 Je re my Carter ina 40 b a C ar ina Ja Hle m Ith 1020 KarS torek ig 1030 Katy Job neon 1020 Keuh Sm ith 1020 Lary all 1020 Lida He rr z3sn Lida Zollar 1030 Lea Schwartz 1020 Lia Mn eed 1020 Me lzza Greeuessz 10 30 Monty Sande re 1030 Randy Cox 1020 Rorda Mall 1020 Saiudrma vorigqg 10 0 amp aralk Hoirtgom enr 1015 Shel Willer 1020 Siern Storeklig 1020 Steves Simm z ina Tory Sckwartz 100 Summary of week ending on 1 17 2003 for selected users on this Scheduling unit Users 36 2298 14 1 18 2003 Bob Tamatoe Dabk Phrce Daue Jolkkzok Do g Mwygrait Elfabe tt Sande rz G ho Mide Jazoi H ravi Jagob Lee Jerai r Dearborie Jeremy Carter Jota Carr J 3 tle Sm Ith Karl amp toreklig Kathy Job mech Ke ule Sm ith Larny i all Litda He rr z1 2 3 18 18 21 2 740 PrhtLDa
84. a Copy To Library h Manage Dashboard Run Search EL Search X Delete Search i ead ili wm Public Search author Gina Clarkin Run Search Survey Results A th Dashboard Title Marketing surveys Max results 100 E Public Searches zm A Ej Categories New Allsbuite i t x gH Marketing surveys P User Bina Claikin L E Private Searches Surwey Def indi z Survey Definition aih Demo Survey e Test Surveys Assigned Work group Equal te Marketing L Hp Customer Experience 8 Marketing Equal ta f Ts e s FE E WOE 238 geo Ah Library e Monitoring Lat Customer Experience F Survey Scored User Supervisors can monitor survey activity to see real time statistics by survey that can include Surveys offered last hour Surveys offered today Active surveys in process Completed surveys Abandoned surveys Surveys where callers opted out Surveys with scores below minimum acceptable score VVVVV VV 07 15 2013 Kentucky Health Benefit Exchange Contact Center 2013 Xerox Corporation All rights reserved Page 92 of 170 t IC Bu 4 File Edit View Workspaces Tools Window Help Xerox One 4 3X Interaction Center User Manual 3 Interaction Feedback statistics 12 Workgroup Statistics WM Getting Started el s amp dy sordo fe Active surveys Surveys abandoned today Below ramum score Survey group name amp Test Survey
85. aal 5 Ranafit Evraanna Cnntart Canta Janna 72 nf 17A 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 73 of 170 A 20192 Yarny Canrnnratinn A i1 tc racarvan 2013 Xerox Corporation All rights reserved Xerox Interaction Center User Manual e Report Construction Schematic DAIS Detail Report DNI 5 Range Site ID Range Dat Time Range Purpose Cose Range 0 3 5 8 10 9555 DHIS 8002 Summary DENIS Muimmber of Calls Total Call Duration Seg Curation Tete Time Caller ld Caonmeriedi ase TIN DOS 11 35 45 AM BD 8222 OHIE Mumti zr of Calls Tote Cell Guraton Arg Duration Dats Time Caller Ld Thi 9 20 151 para DHIS 8367 5ummzaryg DH IE Number of Calls Total Call Duration Seg Gurstion Dat Tima Tallar ld PATO 12 11 25 PM Babs Ensi Dae 07 15 2013 OF 12008 08 000 OT 22008 17 00 Bem ote fio mbes T Data Source Ca Detai Record table CDR log Parameters DMISRange DS ctring farmat Site ID Ranges Sisid Date Time Range ConnercledDote Purpose Code Range se list pg 3 User Localilieerdtd Jo nmn mtn User John Smh Interactore irdeliligenae ins Station id Stz ionid Johnmnz INTERACTIVE INTELLIGENCE Default Sort Hierarchy DNIS gt Date Call Durat on CaliLiuratuom e ecangda 01 57 Call aration ens Call Duration 390 11 Kentucky Health Benefit Exchange Contact Center 2013 Xerox Corporation A
86. ad is predicted Other factors are used to adjust the forecast such as service level shrinkage factor abandoned interactions customer satisfaction etc The headcount forecast can be generated using one of these methods e Erlang C method Erlang C is considered the standard by which many contact centers operate Developed by Danish mathematician A K Erlang in 1917 who studied delays in telephone traffic in central Switching stations it has become accepted by many industries as the first step in accurately predicting the number of servers required for many types of applications A server used here means someone or something that serves a client which arrives at a random interval but whose probability of arrival during a given time slice is known A server can be an CSR in a contact center an automated or human tollbooth on a bridge a teller or ATM at a neighborhood bank etc It returns the probability that a client will have to wait for a resource to be served Advantages of Erlang C Disadvantages of Erlang C Assumes random interaction arrival and that interactions queue if an CSR is not immediately available Is accurate at good service levels where abandoned interactions and busy signals are minimal Is easy and quick to use and available in software form from a wide variety of sources Is the basis for staffing calculations in almost all workforce management software programs Assumes no abandoned interactions
87. all to a selected directory entry Shift Enter Dial the default number for the currently selected directory entry Call Transfer Transfer the currently selected call to any one of the Shortcut Keys alternate numbers configured for a directory entry Quick Keys Create and use custom keyboard shortcuts for any view in Interaction Client NET Edition 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 165 of 170 2013 Xerox Corporation All rights reserved v ee Se Ts zm Xerox e KENTUCKY Interaction Center User Manual e Quick Keys Operator Console users can configure Quick Keys which are personal shortcut keys Quick keys are used to move from one view to another within the interface Users can assign pre defined shortcuts to any existing client view and then use these shortcuts to navigate from view to view within the interface 1 From the Options menu click Configuration expand the Views node then click Quick Keys Alerting r Voice Mail Fax Paging 2n Interaction Ring Sounds S my ng E Desktop Alerts Select a view from the list and type a Quick Key e Follow Me View Quick Key l A Call Coverage Call History 29 Personal Prompts C m Company Directory m Chats z z l l ET Emails Company Directory Lync enabled ll IP Phone Microsoft Lyne en ES Monitored Appearances My Interactions Views My Work Items ied Li Keys Personal Speed Dial D
88. and arrow keys on the keyboard A view must have focus before they use the shortcut keys The view with focus is indicated by a highlighted tab with its name is in bold type For shortcuts to work properly hold down the Ctrl or Alt key while pressing and releasing the second and then if needed the third key xerox 6 2 3 Reports 2 3 1 ICS Report Listinc Interaction Center User Manual AGENT AVAILABILITY REPORTS Report Name Report Description Supervisor Agent Availability Detail Supervisor Agent Availability Summary This report is sorted by IC user IDs and shows each time the user s status changed throughout the selected dates and times and how long they were in the status each time it changed It also provides total time they were logged in available for ACD calls in a do not disturb status and After Call Work status Shows how long users were in an Available state to take calls and each user s status while they were unavailable Provides a general overview of each state entered for each day and the duration of these states Shows time logged into Interaction Client Time in ACD Available status time in Non ACD statuses available for non ACD calls such as Available Follow Me and Available Forward time in statuses marked as Do Not Disturb statuses time in statuses marked as After Call Work such as Follow up This report is sorted by IC user IDs AGENT PERFORMANCE REPORTS Report Name Report Desc
89. answer in seconds The Service Level percentage It is based on the number of SL interactions responded to within the time specified This percentage would be achieved if the number of CSRs indicated in the row were taking interactions The Occupancy percentage It is the amount of time an CSR would Occ spend handling interactions during the given time slice as a percentage of their total time available to take interactions The probability of a delay greater than O seconds meaning the P 0 d probability of not getting an immediate answer The average delay of all delayed calls It is based on only those Delay calls that are actually delayed The average number of interactions in queue at any time including Queuel i i times when there are no interactions in queue The average number of interactions in queue when all CSRs are Queue2 l l busy and there are interactions in queue 4 To adjust the number of CSRs and Shrinkage factor en masse in the Headcount Forecast Generation and Modification dialog box click the Modify button on the Headcount Forecast Data Modification screen Headcount Forecast Data Modification dialog box will appear K jHeadcount Forecast Data Modification Miei Modify Workgroup Media Type Client Server Application Call Select all Agents _ __ 10 o5 Shrinkage lt 0 9i 5 Select the staffing group s and adjust the number of CSRs required and the shri
90. assword to get to their mailbox main menu Setting the User Status gt Do Not Disturb On On their Polycom phone press Menu Select 1 Features Select 2 Do Not Disturb Press Menu The user s phone display will show Do Not Disturb amp their calls will go to their voicemail unless something different is configured for the user gt Do Not Disturb Off Press Menu Select 1 Features xerox e Qmm m La KENTUCKY Interaction Center User Manual Select 2 Do Not Disturb Press Menu gt To Change the User s Status Via The Phone gt From their mailbox Main Menu Option 5 Manage Personal Options Option 1 Set User Status Select the appropriate Status 1 thru 15 from the list of Statuses that are played Default Status 1 Available allows ACD Q call delivery 2 Available Forward 3 At a Training Session 4 At Lunch 5 Do Not Disturb 6 not used 7 Gone Home 8 In A Meeting Away From Desk 10 Available No ACD 11 On Vacation 12 Out of the Office 13 Out of Town 14 Working at Home 15 Available Follow Me WO Generic Voicemail options gt gt gt Skip over someone s greeting and get to the recording beep by pressing 1 1 Leave someone a message without ringing their phone From a phone on the same system enter their extension star Voice mail attached to email If th
91. ated list Offered The number of interactions offered in the time interval Completed The number of interactions completed by the CSRs in the time interval Talktime The time in seconds that all of the interactions in this time slice took to process ACW The number of after call work occurrences for interactions ACWTime The time in seconds that all of the after call work occurrences took for this time slice Skills er Q7 ZR 6 Le ts Xerox Y E KENTUCKY Interaction Center User Manual e Import volume forecast data into Excel 1 Open the exported volume forecast data file in Microsoft Excel The Text Import Wizard Step 1 of 3 dialog box appears Text Import Wizard Step 1 of 3 The Text Wizard has determined that your data is Delimited If this is correct choose Mext or choose the data type that best describes your data Original data type Choose the file type that best describes your data Delimited Characters such as commas or tabs separate each field Fixed width Fields are aligned in columns with spaces between each field Start import at row File origin 437 OEM United States Preview of file C Documents and Settings Noreen Ta Schedule1_VolForecast_01Ltsv 2 Select Delimited as the file type 3 Set Start import at row to 32 This is the first data row after the formatting comments automatically saved with the file 4 Click Next The Text Import Wizard
92. atistics m Headcount and shrinkage statistics are given 2i route group and each line begins with the letter R All other statistics are given by workgroup only and each line begins with the letter w R lt time gt T lt dur ati on gt T lt work gr oup gt T lt media gt T lt skills gt T lt resources gt T lt shrinkage gt w lt time gt T lt dur ation gt T lt workgroup gt T lt ASa gt T lt occ gt T lt PCO gt T lt D1yD ly gt T lt AvgQLenl gt T lt AvgglLen2 gt where T is a tab time is the time of day in HH MM Hours are in 24 hour time 00 23 gt and minutes are 00 59 NOTE Times are all specified in the time zone local to the user running Interaction Administrator The time is converted from universal Coordinated Time UTC on export and converted back to UTC on import all numeric stats apply to interactions that take place from time up through the lt duration gt duration is the duration of this period in seconds lt workgroup gt is the name of the ACD workgroup media is the media type I7 must be an integer between 1 and 7 The number represents a bitwise oR d value of the following media types Call 1 chat 2 Email 4 skills is the skill set used It can be either empty or to represent no specific skill or can be a S separated list lt resources gt is the number of agents required for the lt workgroup gt lt media gt lt skills gt route group shrinkage is a number used o adjust the numbe
93. ay Percent All Lines Busy by Hour This graph plots report line groups when all lines were busy during the hours in the specified date and time range Used to evaluate line traffic distribution and the need for line resources Percent Line Group Busy by Hour This graph plots the percent of report line groups that were busy by hour during the hours included in am ur Xerox e5 KENTUCKY Interaction Center User Manual the specified date and time range Use this graph to evaluate line traffic distribution and the need for line resources Line Activity by Hour This report evaluates call activity on the lines in a line group on an hourly basis It shows LineID start time duration utilization and out of service time Line Activity Summary by Day This report compares day to day line activity in a summary This report shows the call activity on the configured lines in a line group across several days Line Activity Summary by Line This report evaluates line activity for a day This report shows the call activity for all lines in the specified range of line groups for a specified time and date range Line Group Activity Summary by Day This report shows the daily summary of line group activity Line Group Activity Summary by Line This report evaluates the line group activity for a day showing call activity on the configured line groups across several days 2 3 2 Creating Reports e Starting the Interacti
94. ay Peidlig 08 00 00 Yes STE Fall Day Approved 03 00 00 No 421 208 Fall Day Approved 08 00 00 Yes 6 21 2010 Fall Day Approved 03 00 00 No Bob Tomatoe 3z3ame Fall Day Approved 03 00 00 Yes Chri s Herr 6002010 Fall Day amp pproue d 05 00 00 No TA22010 Fall Day Deakd 05 00 00 No 1 2010 Fall Day Sibm Itte d 03 00 00 No Dawe Johnson 8 26 2003 Parte Day Peidhg 04 00 00 Yes Siamo Parte Day Approved 04 00 00 Yes Doug Mygrant Sams Parte Day Deikd 03 30 00 No 762010 Parte Day Sbm Itte d 02 30 00 No Gino Andre viram Fall Day Approved 05 00 00 No TG Fall Day Sbm Itte d 05 00 00 No uaa Parte Day Approved 01 00 00 Yes Sag Parte Day Derkd 01 00 00 No Jason Braun BAVA Fall Day Approved 08 00 00 Yes Jason Lee Prit Date Th arsday SeptemberD9 2010 1224 44PM hiractiue Inte lligeace lic Page 1oTs Note The parameters for this report are specified a Begin Date and Time an End Date and Time a User list of Users or a range of Users a type of request and a value for the status of the request i E m T E en i r m S NE C Xerox Y c KENTUCKY Interaction Center User Manual Report 10 Optimizer Time Off Request Report by Scheduling Unit This report displays the time off request by scheduling unit and includes Request Date CSR Request Type the state of the request Time Off Duration and indicates it the request is Paid Time Off Optimizer Time Off Request Report By Scheduling Unit Date Time Range 150E SID
95. cdit Cert fri Ler kriu Liiga amc 124p 1E PH dria o Lad ron iuge larrum Liras IGH TEM FH i ma HE pr Wa enii BO RS 8 TET e e A o OE WM o e a e a a ees ee wr mW D o3 j 20 Page Setup The Page Setup icon is on the toolbar at the top of the Report Viewer in the Workspace mei ign tele Akaka Be a o m A pe a a ai qs ge E qe e RI suae geh je p n nae A m 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 46 of 170 2013 Xerox Corporation All rights reserved anm ue E xerox wewrveny Interaction Center User Manual 21 Page Setup allows them to set up their report for printing purposes Page dimensions are initialized by the application during the generation of the report Use the Page Setup dialog to override these dimensions for printing purposes If they Export the report the dimensions that were initially generated by the application are used not the dimensions specified in the Page Setup dialog Page Setup Paper SIZE Source Orientation Margins millimeters Portrait Left Right Landscape Top B Baton e Save Report query Selection They can save the Supervisor s customized report selections as an Interaction Report Assistant File i3rpt to use again Report selections that have not been saved display an asterisk on the Report Tab To save their report selections 1 On the menu bar click Report Assistant 2 On the Report Assistant menu cli
96. ceptions Early Exceptions 12340 124 55F i Shift 3 00 am 1 00 pm 13 01 26 50 Oo 00 00 Urecheduled Urecheduled oO 00 00 Urecheduled Shift 3 00 am 3 30 pm id 01 56 31 10 01 01 58 Scheduled CD Break Break Break Meal Meal Meal Meal Break Break 3 Meal Break Trai rir 1 29 59 Scheduled CD Shift 3 00 am 3 15 pm 11 44 19 8 35T Scheduled 4CO P rit Date Thai day Se pe tm ber O39 2010 11 56 540 sGhedikd ACD schedikd Co schedikd ACO Schedikd ACD schedikd ACD Soledakd ACD schedikd ACD Sciedakd ACO sGhedikd ACO schedikd ACO schedikd ACO schedikd ACO schedikd 4Co Schedikd AC schedikd ACD B mak schedikd ACO Time Scheduled 10 00 00 Soedakd ACD schedibkd ACD Sciedakd ACO Time Scheduled Break schedikd ACO Soedakd ACD Sciedakd ACD Sciedakd ACD Scoiedakd ACD schedikd ACD Sciedakd ACD schedikd ACD schedibd ACO schedikd 400 schedikd ACO Break Me al Time Scheduled 10 15 00 Page 665 of 4 294 367 295 Xerox Report 2 Adherence Detail by User Date The Adherence Detail by User Date report contains historical data of CSRs exceptions to their Interaction Optimizer published schedules CSR work shift activities such as breaks meals meetings and scheduled ACD are included in Interaction Optimizer generated schedules When a CSR s status does not match that CSR s scheduled activity an exception is generated This report displays
97. ck Apply to save their changes e Set the user s status 1 Click the arrow at the end of the My Status box Or in the notification area of the user s taskbar located at the bottom right side of their main window right click their Interaction Client status icon Or in the Company Directory right click their name and choose Change User s Status 2 Choose a status from the menu and if applicable click the OK button View another person s status Right click a person s name in the Company Directory or other directory tab Interaction Client NET Edition lists the person s availability in the menu that appears Note The View Directory Status Columns Access Control right determines whether the user can view a user s status in the directory context menu e Set another person s status Note They need the Change Status Users Access Control right for a specific user to be able to change that user s status 1 Right click the user s name in the Company Directory or other directory view 2 Select Change User s Status from the menu that appears The Set Status dialog box appears 3 Select a status from the drop down list and enter other applicable status information Then click OK xerox e Interaction Center User Manual Ea c KENTUCKY 2 2 14 Tips for the Advanced User e Interaction functions Shortcut Function Shortcut Ctrl B Callback Ctrl D Ctrl P Pickup Ctri J CtrI H Hold CtrI L Ctrl U Mute Ctrl R Ctrl T T
98. ck Save or Save As 3 On the dialog name their file and click Save 3 2S xe OX y KENTUCKY a Interaction Center User Manual 2 3 3 0pen Interaction Report Assistant File e Open a saved report file Use the Open Interaction Report Assistant File dialog to open an Interaction Report Assistant File To access the Open Interaction Report Assistant File dialog 1 In IC Business Manager click the Default Workspace module button IL Business Manager File Edt Wew Workspaces Took Window DE Mew y da A A i Default Workspace Oti t Default Custom Workspace a Create New View Group by Categories A wane PE us Agents and Workgroups z En h oni 1 EI Bl ristorical Reports MATIN a Phe Shows a list of historical reports bo chose from Mg Interaction Feedback Status zi Interaction Optimizer New Interaction Report Assistant Jn aeractian Reportar System Status Creates Ad hoc queries and reports LU Open Interaction Report Assistant File OL Jnferaction Reporter Open a saved Interaction Report Assistant query 3 In the Group by drop down select Categories and in the left pane select Historical Reports 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 48 of 170 2013 Xerox Corporation All rights reserved wu i Tie iE T Xerox rm m Interaction Center User Manual 4 In the right pane select Open Interaction Report As
99. click Add or click Add All Use the Advanced User Search dialog repeatedly to create a list of all the Users to include in their report 11 Selecting Workgroups If the package they selected includes data from multiple sites the following dialog is displayed Use this dialog to select one or more workgroups from specific sites Interac bion Report Assist mt Sites and Workgroups Select Hhe sibelworkgnraups bo use m the report DN exe HELD ebreM ena DIS exonL omme son DES exon mas Dt esionL ustemerSernce DI exmiD ocumentz DI exin eres alic connaing Df exin perator Deion aes DI eionS upplerPasiment z DOfd eon T ech5upport Dl exin T kk eb HOC 5 uec 5 alec Support Vonage Seles Vonage Vocemad Company persh o o TE m E m E a G a G a G a G aa G aa G an Gia Ga Goa E ma E a E a E n 12 Click on the column headings to sort by Site ID or Workgroup 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 43 of 170 2013 Xerox Corporation All rights reserved amm ba cd P mar ee ma t 3 oe FU he KENTUCKY Interaction Center User Manual xerox 13 Filtering their data Use the Filters dialog to refine the data to display in their report First select a filter from the Available Filters box Select the data to be displayed in their report from the options displayed for the filter they have chosen Interaction Report Assistant Filters
100. d 2 To reconnect to the call click Hold again 3 To suppress hold music for the caller click Mute before or after clicking Hold Ea ur xerox e Interaction Center User Manual e Forward the User s calls 1 Click the My Status drop down list 2 Select Available Forward from the list 3 Click the Set status details link to the right of the My Status list The Set Status box opens 4 In the Forward Number field enter the remote phone number for forwarded calls 5 Click OK e Disconnect a call 1 To disconnect a call with the user s handset just hang up the telephone 2 To disconnect a call with the client Highlight the call to disconnect Click the Disconnect button or right click the call and choose Disconnect 2 2 10 Transfer and Park Calls Transfer Joe Smith Caller Mame Joe Smith Transfer Ta aal Uptions E Dial aa as Digits 22 ib Aaron Aker 5652 Aaron King 6609 Aaron Lynch 6018 Aaron Miller 5611 a Andrew Qanenson 6206 e Transfer a call to another person 4 Inform the caller of the transfer and on the Call Control toolbar click the Transfer button The Transfer dialog box opens 5 In the Transfer To field type all or part of the recipient s name or number In the dropdown list that appears select Dial the User s entry as Digits to convert a text entry into numbers or select the appropriate contact name and associated extension or phone number 6
101. d from the user mailbox Main Menu Option 5 Manage Personal Options Option 3 Change Their IC Password Follow the prompts to enter a new password Passwords must be minimum of ____ digits and contain at least ___ different digits O O O X Creating the user s mailbox name From the user s mailbox Main Menu Option 5 Manage Personal Options Option 5 Manage Personal Prompts Option 5 Record their Name Follow the prompts to Record and Save Creating the user s mailbox greeting gt From their mailbox Main Menu Option 5 Manage Personal Options Option 5 Manage Personal Prompts Option 3 Record No Answer Standard Creating out of office mailbox greeting gt From their mailbox Main Menu Option 5 Manage Personal Options Option 5 Manage Personal Prompts Option 1 Record Out of Office Greeting This greeting plays when their Status is a NON Available one and calls go directly to voice mail Option 7 Activate Out of Office Greeting Note Personal out of office greeting must have the following steps completed 1 Record amp Save the user s Out of Office greeting 2 Activate their Out of Office greeting 3 Set the User Status to a non available one If the user uses Interaction Client software and are logged in with an Available status they will hear the user s mailbox main menu If they are not logged in or their status is not available they will be prompted to enter their extension P
102. dification dialog box i Headcount Forecast Generation and Modification Forecast date Generation method Erlang c Tuesday 11 8 2011 E lt 7 l 8j E Generate headcount Forecast Far all days 11 00 AM Marketing Call 0 01 100 00 0 22 RERRERERERERREREREREEERSEEREERSEESEEEEEEEFRASERERERERREREHRTEEREHEESESEEERESESERHERRHHT ORERERRERERERSERSEESESEREEESEEHSERRREREREREKRVERSERSEESEEEREESEERSERRRERERERERRTEREERSERTIPRERESSEEENERERERERRHERHEHRIRERSERSEASEESHEESERESERERRERERERHERIREHSEERSESESSEEESEEESEREERR ERRERREREHRTRRSEEHEESSESSEEEERT RHRRHERRRRRERRERREESERSESEEEEM ERR RRHREHERERERERREFRRHRSEESE urn Modify Graph OK Cancel xerox e gt Erlang C Columns Column Name Time Workgroup Media Type Skill Set CSRs Shrinkage Adj CSRs gt Uu gt SL Occ p 0 Delay Queuel Queue2 Ea CE E KENTUCKY Interaction Center User Manual Description The number of CSRs represented by an integer required to handle the interactions in this route group The calculation to factor in unscheduled events during a shift such as a long break or longer than expected lunches It is also called non excused shrinkage See Calculating shrinkage The number of CSRs multiplied by the shrinkage factor This number may not be an integer therefore it can be thought of as FTEs full time equivalents rather than whole CSRs The average speed of answer in seconds The Se
103. dling interactions during the specified time interval as a percentage of their total time available to take interactions P 0 The probability of a delay greater than O seconds meaning the probability of not getting an immediate answer DlyDly The average delay of all calls that were actually delayed Ea ur xerox e KENTUCKY Interaction Center User Manual AvgQLen1 The average number of interactions in queue at any given time including times when there are no interactions in queue AvgQLen2 The average number of interactions in queue when all CSRs are busy and there actually are interactions in queue e Importing ACD simulation headcount forecast data There are two record types in one text file required to import simulation data see preceding file format Data imported to this grid will either replace existing data which match the specified Staffing Group and time slice or it will append data with a Staffing Group and time slice not present in the current data It will not merge data which match an existing Staffing Group and time slice row Warning Only the staffing group records R recordtype will be imported during an import procedure Workgroup records W recordtype may be exported but not imported 3 1 4 Schedule Generation and Administration e Headcount forecast methods Schedule Generation and Administration is the process of generating a preliminary schedule then adjusting it for information not
104. dule Name a list of Schedule Names or a range of Schedule Names a Forecast Schedule Date Time range a User list of Users or range of Users and a Begin Date and Time and an End Date and Time 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 157 of 170 2013 Xerox Corporation All rights reserved xerox cr Interaction Center User Manual Report 15 Schedule Report List The Schedule Report List is based on the published employee schedules generated by Interaction Optimizer This report lists individuals start and end times of planned work shift activities for a specified date and time range Use this report to view the details of planned work shift activities for a group of individuals Schedule List Schedule range l 222 INTERACTIVE INTELLIGENCE Users l 222 Date Time Range OOS 2006 00 00 00 iggi 23 58 58 March VVeek 3 Published docal time 03 25 2010 18 16 29 sunday March 21 2010 Chris Herr Doug Mygrant Tatal tima 10 30 00 Total ti me 10 30 00 Beth Collier 14 00 00 17 00 00 Scheduled ACD 08 00 00 10 15 00 Scheduled ACD Total time 03 45 00 ir mrno 17 15 00 Break 10 15 00 10 30 00 Break 06 00 00 OS8 DO DO Scheduled ACO Tris DD 18 30 00 Scheduled ACD 10 20 00 12 30 00 Scheduled ACD 09 00 00 08 15 00 Break 18 30 00 19 00 00 Mezl 12 30 00 13 00 00 leal 09 15 00 10 30 00 Scheduled ACD 19 00 00 21 45 00 Scheduled ACD 13 00 00 14 45 00 Scheduled ACD
105. dules When an CSR s status does not match that CSR s scheduled activity an exception is generated This report displays a summary of historical data of Adherence exceptions including the date and user The report also displays a summary of the exceptions as early Late or Unscheduled activities adherence Summary Percentage by Date User Scheduling Unit rz Users l zzz INTERACTIVE INTELLIGENCE DateTime R ange n1 05 20 08 00 00 00 09092010 z3 58 58 Current Sensitivity Threshold hh mm ss 0 04 00 User Scheduled Time Total hh mm Exceptions amp SExceptions Out of Adherence Out Wen ln 0 01 00 hh mm zss Adherence Adherence Scheduling Unit Customer Service Help Desk 1 7 2003 Summary af week ending on 1 17 2003 for selected users on this Scheduling unit Jagob Lee 10 30 je aal r Dearbo rie 1030 Jeremy Carter Jo ba C arr J 1 Hle Sm Ith KarlStoreklrg Katy dob neon Keul Sm ith Larny ia ll Li da He rr Li da zollar LEa sciw artt Lia Weed We llsea Greeues Mott Sab de rz Raidy Cox Roida Malli Saida Yotig Sarai Moirtgom ery Shela iller Sherry Storeklg Steuer Simm 10 0 Tomy Sch Ma te 10 0 Uses 36 2299 14 z2 r4 1 18 2003 fob Tomatoe Dak P kme Dave Jolkizot Doig Mygrant Eltzabe th Sande ig 55 hoXidre Jazon Brati Jagob Lee Je nale r Dearborie Je re my Carter Jo ba C arr d1 Ile S m Ith KarlStoreklrg Katy dob gon euh Sm ith Larny in a ll Li da He rr P
106. e or deny requests Time off requests must be in an approved status in order to be considered when a schedule is generated Workforce cannot change the state of approved or denied requests but can remove them In the Time Off Requests Configuration dialog box search for the time off request Workforce wants to edit From the Time off requests list select a time off request and do one of the following To change the time off request state to Approved select a Submitted or Pending time off request and click Approve To change the time off request state to Denied select a Submitted or Pending time off request and click Deny To delete a time off request select a time off request and click Remove When they have completed managing the selected time off requests in the Time Off Requests Configuration dialog box click Apply and then click OK Delete a previously denied request 1 In the Time Off Requests Configuration dialog box search for the previously denied time off request by selecting Denied in the Request state section 2 Set the other search criteria as appropriate 3 Click Search 4 From the Time off requests list select the previously denied time off request and click Remove 5 When prompted Do you really wish to delete this entry click on Yes Interaction Administrator A Do you really wish to delete this entry Yes Mo 6 Add a new time off request for the appropriate date and CSR and approve t
107. e to include in a report Workforce can also specify a Published Date user names and the beginning and ending date and time to include in a report 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 156 of 170 2013 Xerox Corporation All rights reserved S p a ie ns zm a lt Sm am i xerox rentucey Interaction Center User Manual gt Report 14 Schedule Text Based All schedules Published and not Published This report displays a text based graph for non graphical printers of published and not published scheduled activities in intervals of 15 minutes for selected users Schedule Text based All schedules Published and not Published Schedule range l 222 INTERACTIVE INTELLIGENCE Users zzz Forecast Schedule Date range O05 20068 00 00 00 03 08 2010 23 58 58 Date Time Range iisi DD DE poga 2uing 23 59 58 New Schedule Published docal time 01 06 2010 12 23 40 H break heal fil Meeting a Scheduled ACD n Scheduled Non ACD O Scheduled Time Off t Training Unavailable BY vacation f Unscheduled Friday January 29 2010 li e E po i 12 Julie Smith Kathy Johnson Larry Wall Linda Herr Linda Zollar Lisa Schwartz Mark Malin Melissa Greewes Monty Sanders Ronda Malin Sandra Young Sarah Montgomery Print D ate Thursday September 09 2010 12 12 16F M Page 38 of 4 294 967 295 Note The parameters for this report are specified is a Sche
108. e 614 409 04 05 14 Application Error Handling Default Schedule 2004 10 13 1 1 00 00 100 00 Error Handling Default Sched 1 1 700 00 Application Marketing Closed 2004 10 12 2 2 00 10 100 00 2004 10 13 2 2 00 24 100 00 Marketing Closed 4 4 200 34 Application Support Open 2004 10 12 20 00 18 6 00 2004 10 13 T 1 00 16 14 2095 Support Open 36 3 700 32 Sle iD 100 6294 A22 04 07 21 61 074 Application Default Schedule 2004 10 12 128 20 11242 15 53 2004 10 13 28 25 03 27 20 29 Page 1 of2 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 78 of 170 2013 Xerox Corporation All rights reserved Xerox Interaction Center User Manual Recorder Questionnaire Detail Questionnaire Range or List Group Name Range or List Questionnaire Miri Toore Mare Gualite Monitoring Text Agent obialn amdicr verif ouciomer Infomation Recorder Scoring Detail Questionnaire Range or List Lax User Range or List LIES Date Time Range or List OZ D2ZADO0A4 15 4925 DS O 2D04 18 38 25 Title Call recorded on 8 6 2004 Recording Date S E Z004 818 44 PM Jame kiro d a 2 Part 1 Part z Title Call recorded on 8 6 2004 Recording Date 8 62004 8 46 00 PM Johns kiro d 2 Part 1 Part z Title Call recorded on 8 7 2004 Recording Date B Z 2004 1 46 43 PM Jonni 1 155 Ex 1 Are you breathing Do you wish to continue breathing Agent use appropriate greeting Agent focus on the call A
109. e and time range Survey vs Quality Scores This report compares survey and quality scores from Interaction Recorder for a given CSR xerox 6 Interaction Center User Manual INTERACTION OPTIMIZER REPORTS Report Name Report Description Individual Schedule Detail Shows the detail of the Interaction Optimizer published schedule for an individual Individual Schedule Summary Shows the duration of each scheduled activity in the Interaction Optimizer published schedule for an individual Schedule List Shows start time and end time for every activity on the Interaction Optimizer schedule of users Schedule Graph Shows a graph Interaction Optimizer scheduled activities on intervals of 15 minutes for specified users Schedule Text based Shows in a text based graph can be printed on color or black and white printers Interaction Optimizer scheduled activities on intervals of 15 minutes for specified users Adherence Detail by User Date Shows user exceptions to activities and durations that did not adhere to the published Interaction Optimizer schedule Adherence Detail by Date User Shows the exceptions to activities and durations for different dates of a user on the Interaction Optimizer published schedule Adherence Summary by User Date Shows duration and total exceptions for users in the Interaction Optimizer published schedule by date Adherence Summary by Date User Shows duration and total of exceptions
110. e displayed number The user can press the right arrow for more options Press Callers to display the Received Calls list Scroll through the list and press Dial to call the displayed number The user can press the right arrow for more options e Placing a call on hold gt Put a call on Hold Press the Hold button Then the user can press the New Call soft key to place a 2nd call or hang up the handset until they are ready to take the call off hold Take a call off Hold BEFORE lifting the handset press the red flashing held line key or the Resume soft key or the Hold key Important If the user lifts the handset before taking the call off hold the system assumes they want to place a separate call so they will hear dial tone From there they can press End Call and Resume to return to held call e Transferring a call Note The Transfer feature will appear for a soft key when the user has a caller on the line gt Consult Transfer Allows the user to check if the other person is there and the user can talk privately with them before completing the transfer 1 Press Transfer do not put the caller on hold first 2 Enter the number to transfer to and press Send 3 Wait for the other party to answer to see if they can take the call or to see if voice mail picks up 4 If the other person answers and can take the call press Transfer OR Cancel If the user gets their voice mail press Cancel to return to the caller just hangi
111. e of the IC server Run Report Start Date drop down list Select the date to begin running this report If a future start date is not required select the No Start Date check box to run the report at the next scheduled time Run Report End Date drop down list Select the date to stop running this report If no stop date is required select the No End Date check box to run the report according to the schedule Report Parameters This area displays the list of parameters for this report as configured in Interaction Administrator 4 If the Supervisor choses New Report Assistant Report the Report Assistant Report Info dialog opens Complete the following fields gt a Filter Type the name of the Report Assistant filter or click the Browse button to search for the i3rpt file Name field Type the name of the Scheduled Report IC User Type the IC user credentials IC Password Type the IC password IC Server Type the name of the IC server Run Report Start Date drop down list Select the date to begin running this report If a future start date is not required select the No Start Date check box to run the report at the next scheduled time Run Report End Date drop down list Select the date to stop running this report If no stop date is required select the No End Date check box to run the report according to the schedule Report Parameters This area displays the list of parameters for this report as configured in
112. e report i rm ae T aie x m KE NTUCKY Interaction Center User Manual Xerox e Change a flexible fields for a specific workgroup or purpose If different workgroups in their contact center want to display different columns of data on the report or if one workgroup wants different versions of the report to display different flexible values they can copy the original report rename it for that workgroup or purpose and change the appropriate flexible fields accordingly 1 In IC Admin highlight the report to copy 2 Select Edit 3 Choose Copy 4 Click on Edit 5 Then choose Paste LA Interaction Administrator DEV ID x im File View Context Window Help E x Ctrl C cc E Delete Del PREDICTIVE CALLDETAIL Dialer Call Detail Report Predictive ReportFileP bas Fi i EE Ep PREDICTIVE DIALER ALIDIT Dialer Audit Report Predictive 4ReportFileP oe a Us one PREDICTIVE DISPOSITION ACTIVITY Dialer Disposition Activity Report Predictive 4ReportFileP PREDICTIVE DISPOSITION BY HOUR Dialer Disposition by Hour Predictive 4ReportFileP Ei System Configuration PREDICTIVE FINISHCODE Dialer Finishcode Detail by Agent Predictive amp ReportFileP H38 Interaction Processor PREDICTIVE FIMISHCODE BY HOUR Dialer Finishcode Summary by Hour Predictive tHReportFileP ps Phone Numbers PREDICTIVE FIMISHCODE SUMMARY Dialer Finishcode Summary by Agent Predictive 4 ReportFileP be e R
113. e user is configured to receive voice mail attached to an email then they can easily listen forward save and delete messages just like they would any other email Voice mail via the phone If they call into their mailbox via the telephone the following are some common tasks when listening to messages Listen to messages Mailbox Main Menu gt 1 1 Forward a message to another mailbox on the same system During or after message playback press 2 to Forward and then follow the prompts Then the user can save or delete the message from their mailbox Delete a message During or after message playback press 7 to Delete the message Undelete a message If they deleted a message and haven t hung up from the voice mail session yet then from their mailbox Main Menu press 5 7 and follow the prompts xerox J 2 2 os Pe i m ee T KENTUCKY Interaction Center User Manual IP32X 33X Meg Wtg Mute light Interaction Client Procedures Features 2 2 1 IC 4 0 TUI Features always available Return to previous menu Finish a command or entry To forward voicemail fax or email to multiple extensions separate the extension with and end with During message playback the user can Save current message 1 Forward message to extension 2 Skip to next message 3 Replay current message 4 Rewind 6 seconds 5 Fast forward 6 seconds 6 Delete this message play next 7 Slow down voice
114. efore they escalate past the point of no return C New Ga Xx 07 15 2013 BSS e 9 o File Edit View Workspaces Tool Window Hel WInteraction Feedback statistics 3 Workgrt Survey group name 9 Test Surveys Survey Survey statistics Survey errors today 0 Surveys completed today 2 Caller disconnects today 0 BM Aets GS Surveys offered last hour 3 PE ee Surveys Opt outs today 0 Surveys offered today 3 J Send an email on entering the condition Surveys bypassed no license today 0 Send an email on exiting the condition Agent no answer today 0 Send an email when alert changes Active surveys 1 Send an email when the statistic value changes within the condition range Surveys abandoned today 0 Email recipients Below minimum score 0 jane smithGinin com e o J ewe Kentucky Health Benefit Exchange Contact Center Page 93 of 170 2013 Xerox Corporation All rights reserved m en Ke NTUCKY Interaction Center User Manual xerox e 3 Workforce Solutions 3 1 Interaction Optimizer 3 1 1 Scheduling Process e Schedule Process Distinct Phases gt Volume Forecasting Interaction Optimizer calculates the number of interactions per route group per time slice based on historical ACD data and the individual weights applied to the days of the previous week s Administrators can manually adjust the volume forecast after it is generated as necessary
115. enter User Manual 2 To generate and view the report click Finish The report is displayed in the Workspace be oa Jae i Prom iA HHOE A RUM To T a PRI 2 3 5 Saved Report Query 1 To open a saved report file and view the report in the Open Interaction Report Assistant File dialog under Open an Existing Report use the browse button to select a Report Path and click OK The Interaction Report Assistant query is displayed 5 interaction Report Assami ed Report File 7 5 2011 6 55 53 AM portia 7 5 2011 6 55 09 AM 7T A 2011 12 19 41 PM 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 51 of 170 2013 Xerox Corporation All rights reserved Interaction Center User Manual Wirnrd selechon Package Agent Status Layout Table Date criteria From 8 01 2011 12 00 00 AM To 6 30 2011 11 53 59 PM Report Orentabon Porta C Landscape Once the epot n genersted you can asoiy edi your selectors From the Fleport Assatant menu chch Repot then select a W cad page 2 To generate and view the report click Finish The report is displayed in the Workspace Epes Aa foe Eee S Eee Agent Status le ern n From APAT pE RUE To LECHE a PI 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 52 of 170 2013 Xerox Corporation All rights reserved s NE Xerox e5 KENTUCKY Interaction Center User Manual 2 3 6 Edit a Report e Edit a Rep
116. enter User Manual Supervisor must set this server parameter in Interaction Administrator to Yes if they want to collect the DNIS data QUEUE REPORTS Report Name Report Description Abandoned Call Profile This graph plots the number of abandoned calls during each interval of a specified date range This graph sorts by queue name shows data by interval typically half hour combines all days in the range together and includes a summary graph page So the Supervisor can see trends by intervals throughout the day but not able to see trends among the days of the week Answered Call Profile This graph plots The number of calls that were answered in an ACD queue per reporting interval of the specified date range This graph sorts by queue name shows data by interval typically half hour combines all days in the range together and includes a summary graph Profile of Average Wait to Answer This graph plots the average wait to answer time of calls during each interval of a specified date range This graph sorts by queue name shows data by interval typically half hour combines all days in the range together and includes a summary graph page Profile of Calls Abandoned in the 1st Service Level This graph plots the number of abandoned calls in the 1st service level during each specified interval of a specified date range The service level tells managers the percentage of calls answered within the goal of X seconds S
117. eport and New Report Assistant Report ES Click this button to open a scheduled report to change Click this button to create a new scheduled report from the currently selected report Click this button to display the details of the selected scheduled report Click this button to delete the selected report B Activate Use this toggle button to activate and de activate the selected report Only activated reports run on their scheduled date and time e Schedule a report 1 Click the arrow at the end of the New button and select one of the following New Crystal Reports Report New Interaction Reporter Report gt New Report Assistant Report 2 If the Supervisor chose New Crystal Reports Report the Crystal Reports Report Info dialog opens Complete the following fields gt Name field Type a name for the Scheduled Report This name is displayed in the Name column of the report list Category drop down list Select a report category from this drop down list Reports from the selected category appear in the following Report field If they select All the Report field displays all available reports listed in the drop down list Report drop down list Select the report to run from this drop down list Description field This field displays description stored in Interaction Administrator Run Report Start Date drop down list Select the date to begin running this report If a future start date is not required select the No Sta
118. eport Assistant 2013701731 09 20 00 AM e Users Interaction Reporter 2013 01 31 04 50 00 PM e Workgroup Queue Statistics Report Assistant 2013701731 09 40 00 AM C Rights Interaction Reporter 2013 0131 10 30 00 4M C Supervisor Caller ID Summary Caller ID Summar by User 2013 02 05 11 40 00 AFM 2013702705 2013 02 05 Qum T we KENTUCKY Interaction Center User Manual xerox e e Understanding the Scheduled Reports Client interface The Scheduled Reports Client user interface includes a menu bar toolbar and a report list J Scheduled Reports qc bigeast qcloud test ES File Settings Actions Help e Workgroup Queue Statistics Report Assistant 2013701731 09 40 00 4M C Email Call Sum Interaction Reporter 2013 01 31 04 20 00 PM 2073 01 30 2013701730 a Email Workgroup Queue Stats Report Assistant 2013701731 09 20 00 AM e fUsers Interaction Reporter 2013 01 31 04 50 00 PM A Workgroup Queue Statistics Report Assistant 2013701731 09 40 00 AF C Rights Interaction Reporter 2013 0031 10 30 00 AM C Supervisor Caller ID Summary Caller ID Summary by User 2013 02 05 11 40 00 AFM 2013702705 2013 02 05 a E La xerox e E Kentucky Interaction Center User Manual e Using the toolbar The Scheduled Reports Client toolbar contains buttons with the following commands Name Function New Click this button to create a new scheduled report Options include New Crystal Reports Report New Interaction Reporter R
119. eport Logs PREDICTIVE _REASONCODE_ SUMMARY Dialer Reason Code Distribution Predictive 4 ReportFileP M Accumulators OPS D5 DATE QLIELIE Distribution Queue Performance Date by Queue Queue 4 ReportFileP 7 Reports iD Li EE MELLE et teed tette akt promet Laban tasa Queue HReportFileP tee tos Loss DAE ee ten ueosPefomamee ueue ey Date Quese Hhepirie 5 NOE LPS LS ULDELUE UATE aR IA Distrotion Queue Perrarmance levee Dy Late Queue tdReportFileP ely Office Communications Serve ops DS QUEUE DATE INTERVAL Distribution Queue Performance Queue by Date Queue ReportFileP row Status Messages OPS 05 OUEUE DATE MEDIATYPE Distribution Queue Performance Queue by Date Queue PeportFilep pem 2 Actions OPS_O05 QUEUE MEDIATYPE Distribution Queue Performance Queue by Inte Queue 4 ReportFiler Po be Th Log Retrieval Assistant QLIELIE PERIOD ABANDON Queue Period Statistics Abandon Report Queue ReportFileP NET 1 Mail QUEUE PERIOD ABANDON ACTUM Queue Period Statistics Abandon Report Accum Queue dRepartFileP 4 4 H Copy the selection and put it on the Clipboard License Expires 20 days Items 164 Selected 1 2 xerox e Interaction Center User Manual E re o P eum iT e5 KENTUCKY E 6 Enter a name for the new report So that the modified report appears in the listing next to the original report only add to the end of the original report name something that identifies the wo
120. erence and while holding down the mouse button drag that call to another call in My Interactions and release The user will see a new conference interaction Add someone to a conference session To add parties to a conference call drag a connected call and drop it on the Conference item in the My Interactions list Using the Join feature to add individuals to the conference call Open the user or station queue the user is monitoring Select the call or conference call they want to join Click the Join button They are now connected to the call or conference call already in progress Disconnect someone from a conference call From the list of joined calls in the My Interactions list choose the participant the user wants to disconnect 2 Click the Disconnect button or right click and choose Disconnect E U1 4 C9 NJ 2 2 13 Interaction Client Options 7 Congue Y banag P LP i _ 3 eee tte gt 8 c M Record the user s personal prompts Open the Options menu click Configuration expand the Calls node and click Personal Prompts In the Personal Prompts page click the button of the prompt they want to record Pick up the call and record the prompt then choose option 1 to end the recording To review a recorded prompt click the Preview button To return a prompt to a generic recording click the Reset button Qmm m La A E zm B xerox c KENTUCKY Interaction Center User Manual 6 Cli
121. erval 5 Entered ACD Number of interactions that entered the queue 6 Transferred ACD Number of interactions that were transferred while in the queue 7 Flow Out ACD Number of interactions in the Q that flow from one Q to another Q before connecting to a CSR If when waiting in an ACD queue the caller has the option to leave a voice mail and they choose that option transferring the call from the Q directly to a mailbox will count as an Abandon in the Q To avoid that transfer the call to another Q named CS VM Q for instance and make the action of the 2nd queue to Send to voicemail That way the first Q will show a flow out and the 2nd queue will show all abandons 8 Local Disconnect ACD The number of ACD calls that were disconnected locally 9 Supervisor Requests When CSRs clicks the Assistance button in Interaction Client 10 Custom Value 1 requires custom handler configuration 11 Custom Value 2 requires custom handler configuration If everyone in the Supervisor s organization who utilizes this report wants to see the same statistic in the flexible field s then in the Default Value field enter the value for the corresponding statistic that they want to appear on default standard report However if different groups want to see different statistics in the flexible field s then follow the instructions below to first make a copy of the default standard report and then change the flexible field on the new copy of th
122. eserved Qmm a a La xerox e E Kentucky f Interaction Center User Manual 2 4 Interaction Center Feedback 2 4 1 CFI Group s Top 10 Customer Satisfaction Use a scientific questionnaire design Define the goal Keep surveys short and sweet Measure what matters Use the right scale Don t strive for a benchmark find the rightmark Coordinate with IT Don t use survey results to evaluate individuals Report often and make results accessible If you ve invested make it work 2 4 2 Types of surveys Automated post call surveys For inbound interactions that involve a live agent in a workgroup queue The Interaction Feedback survey module in IC Business Manager lets survey authors typcially contact center and other business operations users create and manage surveys without involving technical or programming resources From the same module users can also access survey results Business users can quickly adapt surveys to changing business needs with a flexible intuitive interface and wizard driven survey creation process Features like pre defined templates context menus copy capability and the ability to organize surveys by team or business need help increase the speed and ease of survey creation 2 4 3 Creating Surveys em tow survey Group Allows similar surveys to be put under a user defined heading For example an organization might want to put all of its Customer Service surveys under one survey group and al
123. euZuusasuns E Pee eee eee eee eee eee eer eter sasssunusuananssanssuusausaaRsaRusmakaaRuaRSRGRRSRSSRAARSARRRRR RRARRANRZEERRSRSRRRGSORRGEGRRGARRANRSK RSsRGRRRGRORRGRERRARRRARRRRGRRARRRARRARHSRERRERARRRANRGSE RR RRSRRARSARHSRRR RA RR ARGRRRRRRSRRRARSARRSSRR ARR A na uH HRUR assssussuusmsususeusassussusueusausaseusssaseusshuusemsussueusausssemeususeusaueususaususessassuisseusurcussssususeauuuseusussseusausssassueuseusdhsussssusuueususeussssueusaussseususascussueususiusurunus See cee EE EE EE EE EE j 3 Help Desk Call German Sy Mane AE a NE italian X fe es 12 00 AM Help Desk Cub s Japanese s 12r nn 4h Heln Meek Call AKRAM 1 4 In the Volume Forecast Generation and Modification dialog box select a Forecast date and click the Modify button to change the data en masse The Volume Forecast Data Modification dialog box appears f volume Forecast Data Modification DE XI a MEL ANN Marketing Select all Interactions offered j 0 9s Talk time Cp Yo AC Eime zr j o ME uos rm ae uibs T e EM uan m 22 o B ts Xerox Y E KENTUCKY a Interaction Center User Manual gt Make changes to a range of data Select the route groups by placing a checkmark in the Modify column Adjust the values for Interactions offered Talk time and or ACW time by adjusting the slider controls or typing a new value in the appropriate box Then click O
124. g unit The report is sorted by User and then by Date Adherence Summary Percentage by User Date Scheduling Unit zz Users zZz INTERACTIVE INTELLIGENCE Date Time Range O1f052006 00 00 00 097092040 23 58 58 Current Sens tivity Threshold hh mm ss 0 07 00 User Scheduled Time Total SB Exceptions Out of Adherence vaut Wan hh mm Exceptions 0 01 00 hh mm Ss Adherence Adherence Scheduling Unit Customer Service Help Desk Beth Collier Weekly summary for user Beth Colier endi on 725 2003 52 00 56 154 44 04 45 23 170 16 530 7 26 2009 1000 12 3 044125 6 90 63 10 727 2003 ina 17 ia D521 4 61 0482 48 96 7 28 2003 ooo 15 ia tm 338 6 62 7 an 20na min 15 1 01456 6 1323 qg 3 833 73142009 100 49 e 5138 20 1 50 83 1 2003 ED g e 4215 B Sn 1 20 Weebly summary tor user Beth Collier ending on 8 1 2003 53 00 87 328 15 47 01 29 78 70 22 g 2 2008 man 12 62 at 0 08 9 92 s2009 man 12 4535 00 2 00 g A2005 moo 14d 55 Der 8 556563 CERTES s2009 1000 14d a 011840 3 1193 5 89 s2003 mo 7 8 60125 66 06 013 2493 BT 2009 1000 23 m Di E522 a 9 2353 BD TT 3 Weekly summ oaryfor user Beth Collier ending on 87720103 53 00 55 z54 15 15 28 28 82 71 1598 3 12 2009 ED g 3i 524 1 153 gs 25 8 13 20na min 13 52 mas 9 273 0 73 3 42009 inan 13 Dim n2 D 9 36 35 2009 Em 13 aan Bas 1 8 Weekly summoaryfor user Beth Collier ending on 83720083 33 30 54 215 04
125. gent at any point inberrupt e customer a WIE ATE 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 79 of 170 2013 Xerox Corporation All rights reserved ice KENTUCKY Interaction Center User Manual Questionnaire Range or List zzz User Range or List zzz Date Time Range or List DzO2 2D04 18 53 14 08 02 2004 16 53 14 Email recorded on 6102004 E TD A2004 6 13 49 PM E mail recorded on 242004 B 242004 4 15 53 PM Call recorded on B 7 2004 ET 2005 1 45 43 PM Call recorded on B 6 2004 ETD 6 15 44 PM Mowe This Recording R008 1 19 32 PM Call recorded on B 7 2004 S200 1 47 17 PM Call recorded on B 6 2004 Bfa2004 B 46 DO PM Call recorded on B 7 2004 ETZ 1 45 43 PM Call recorded on B 7 2004 ET 2DDA 1 45 43 PM Call recorded on B 7 20D4 ET2DDA 1 47 17 PM 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 80 of 170 2013 Xerox Corporation All rights reserved t amem i y p M E ee a xerox cre Interaction Center User Manual Agent Availability Detail 2013 Xerox Corporation All rights reserved Date Time Range ABGH EN ANA 15725537 Site ID Range 100 Agents Workgroupa Meredin Egg Site ID 100 Agent MEREDITH EGG Flags Logged In Aod m Non T Logged DD ACW Agent 2ummary B0 03 B1 14 27 118 82 4X SD Flags Logged In And Logged Hon Aod Logged DOHO ACW sB2004 State Duration r 1000 01 01 71 qz une 00 00 X51 33BM Pa
126. he Tables Parameters tab 9 c In the Parameter Definitions list box on the right select the flexible field they want to modify and click Edit 10 d In the resulting Parameter Data dialogue on the Parameter Definition tab the Prompt text box lists the value choices for the selected flexible column 11 e Select the option the Supervisor wishes to appear on their report and enter the associated number in the Default Value field at the bottom of the tab Click OK to save 12 f Return to their Interaction Supervisor application and run the newly modified report to verify it displays what they want Parameter Data Parameter Definition Multi Language Support Mame FlexColumn i Select Display Marne lexible Column 1 Prompt Enter 1 to select avg wait to answer 2 Far answered Service level 1 3 For load rat Parameter option Fixed to default parameter Parameter System Value value Type Number Allow Mulitple values Value Type Can Be Discrete C Range Both Default value 1 cet __ Warning For reports that have more than one version of the report and that shows the same type of data e g CSR Performance Detail and CSR Performance Summary reports if the Supervisor changes a Default Value for one version of the report e g Detail be sure to make the same change in the Default Value for the other version s of the report so that all versions provide them with the same data columns
127. he average speed of answer in seconds Service Level percentage the number of interactions responded to within the time specified which would be achieved if the number of CSRs indicated in the row were to be taking interactions Occ Occupancy percentage the amount of time an CSR would be servicing interactions as a percentage of their total time available to take i wu V E l Ez Sm pm Interaction Center User Manual P 0 Probability of a delay greater than O seconds the probability of not getting an immediate answer DlyDly Average Delay of Delayed Calls This is the average delay only of those calls that are actually delayed AvgQLen1 Average number of interactions in queue at any time including times when there is no queue AvgQLen2 Average number of interactions in queue when all CSRs are busy i e when there actually is a queue e ACD simulation headcount forecast data If Workforce export ACD Simulation Headcount Forecast data the data are saved in the following format The below screenshots show data exported from the Headcount Forecast Generation and Modification dialog box when the ACD Simulation method is selected It is not possible to import this data directly into Excel or some other tool without first separating the data by record types xerox e wel EE ITO s f simHeadcount tsv Notepad File Edit Format View Help Format for simulation generated headcount forecast st
128. he configured service level The number of virtual CSRs required becomes the headcount forecast which is then used to generate the schedule s m C KENTUCKY xerox e Interaction Center User Manual e Import e Calculating shrinkage Rostered staff factor The concept of shrinkage is that even though CSRs are scheduled to be taking interactions for a given shift some will not be taking interactions This factor must be calculated to enable adequate staffing Shrinkage could be due to many things Breaks Meals Unscheduled absences Vacations Training Coaching Holidays Non Adherence Meetings VVVVVVV VV e One possible way to calculate shrinkage 1 Identify base staff required per time slice by media type 2 Identify the activities that keep CSRs away from responding to contacts 3 Add base staff to the number of CSRs who are not answering phones in a given time slice 4 Divide the total number of CSRs required by the base This is their shrinkage factor for the given time slice It may be necessary to average these to enter a shrinkage factor for a given scheduling unit e Select a forecast headcount method 1 Once Workforce has completed reviewing and possibly adjusting data on the Volume Forecast screens do one of the following in the Scheduling Unit dialog box gt Double click the 3 Headcount Forecasting check box in the Forecast and Schedule process navigation section gt Select the 3 Headcou
129. he number of agents required for the lt workgroup gt lt media gt lt skills gt route grou lt shrinkage gt is a number used to adjust the number of resources required for the lt workgroup gt lt media gt lt skills gt route grou The number of resources is multiplied by the shrinkage factor to determine the actual number of resources required lt ASA gt is the average speed of answer Cin seconds for the workgro ip medias skills route group SL is the desired service level O0 1 inclusive for ths workgroJp media skills route group lt Occ gt is the agent occupancy CO 1 pea for the workgroap medias skills route gro PCO is the probability of a dela e 0 emd for an iateraction to be answered O 1 3 nclusTvg tor th th A lt work grou gt femedia gt lt skills gt route gro lt DlyDly gt 1s the average ae Cin seconds Df delayed interactions for the a fe A nee EK ls route grou lt Ql gt is the average number of interactions in the queue for all time even when the queue is empty for the S iie ibarage number of i route group lt Q2 gt is the average number of interactions in the queue when all agents are busy and interactions are queued up or the lt workgroup gt lt media gt lt skills gt route group oo 1800 client Server Applications Level 1 1 HR Products 5 1 050000 333 412981 0 858 oo 1800 Client Server Applications Level 1 1 Operating Systems 6 1 050000 549 401651 oo
130. hen they design their report first select the package that contains the Data records they want to base their report on and then select the report Layout Table or Matrix Interaction Report Assistant x Package and layout Choose the data and lapoul you mant for your repeal Data Available Packages Layout Agert Stishus mas f Table werkgioup Queue Statistics Inbesachons Tracker 5connig Recorder Voremais Tracker Inbesachon Detail Matrix siek he orem Her 2 Choosing report fields Next based on the available fields for the package selected add the columns or rows to display the data in their custom report 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 40 of 170 2013 Xerox Corporation All rights reserved EE LN ums Ram At m X m n xerox e Cy eruere gt Ww d Interaction Center User Manual 3 Table Layout Select fields for columns that will appear in their report Interaction Report Assistant Table design Select from the av adable fields the column ba appear on the report mm Lil Cunent package Agent Status EH Stabe Start Date Time Stale Stat GMT Stabe kap Sias Group Seguencing number Duration 4 Table Summary fields They can summarize fields in Table reports For more information see Grouping datall later in this document 5 Matrix design Select fields for columns a
131. his new request EA O EE Em m m KENTUCKY Xerox Interaction Center User Manual 3 1 6 Reports Report 1 Adherence Detail by Date User This report displays historical data of Adherence exceptions by date and user The report is sorted by Scheduled Unit and includes individual activity detail It also displays the exceptions as Early Late or Unscheduled activities for example if a CSR went to an activity early or late from a scheduled activity Two additional columns in the report From Activity and To Activity display the activities before and after the exception occurred LI nit lE Users l zz Adherence Detail by Date INTERACTIVE INTELLIGENCE DateTime R ange a1 05 20068 00 00 00 08082010 23 58 58 Current Sensitivity Threshold hh mm ss3 0 07 00 Totals olude omiy excegtors within the SW Duration Date Time hh mm zz Scheduled Activity From Activity To Activity Unit Customer Service Help Desk 1 25 2009 Exceptions 445 35 25 50 Mark Malin Exceptions Unscheduled Exceptions 12340 LZALZSPRH Tam SIEN Logged out Exceptions 123408 LIDIEPH Melissa Greeves Exceptions Early Exceptions 4A APN 123208 100 43P M 120 107 BPA 123208 14D 2PH 1a 225 a Tai zZuazIEbPH pex ea as 281M pons ea us ZSULLBRH poe esa us SANMA Taa S75 10P Late Exceptions aae 2S OP wae SOP 12350 BDO DOP Skipped Exceptions 12s STP Monty Sanders Ex
132. historical data of Adherence exceptions by user and date The report also displays the exceptions as Early Late or Unscheduled activities for example if an CSR went to an activity early or late from a scheduled activity Two additional columns in the report From L nit Interaction Center User Manual rm ad KENTU D CREY Activity and To Activity display the activities before and after the exception occurred lE Users eed Date Time R ange Current Sensitivity Threshold hh mm ss Unit Date Time Boh Tomatoe Exceptions Total week Exceptions B2 22010 Exceptions Unscheduled Exceptions Sita 10 anam amu au amu aum Skipped Exceptions O10S 2 006 00 00 00 0990820410 23 58 58 BO26 ai22r040 56 Shift 3 00 pm 5 TT TOT TASNA 1511H 155A 1xmdsaH SEA 3 d121DIESH SEA aS DORM Bye S20 10 Exceptions Early Exceptions Shift 3 000 pm 22 CADO d2ILZ38 SEA EZAN ZUEAGHDO d218IDSH SAMMMDO Po SAMMMDO Pn SEMI 12792 8H CADO 1220342H BEANO 225422 SEI ZIDIDSH BEANO ZENAMA SEI ZERAN SEI 2074 SEA ZAAN JAAD a Bs ZEND 1031P SEO DENMA BIO WOT PM ge 10 460 Pw 3133 28 10 areara 39 44 08 3 068 00 00 Urecheduled Urecheduled Urecheduled Urecheduled Urecheduled Urecheduled 01 33 Urecheduled Break 01 33 50 04 04 45 0 01 00 Scheduled Activity Customer Service Help Desk 00 am t30 a
133. hrough Single Sign On Once logged on the CSR will control how they receive calls through their status There are different types of status a CSR would use from the table below 1 1 1 Log on e CSRs will log into the phone system through Single Sign On 1 1 2 Set the CSR s status 1 Click the arrow at the end of the My Status box Orin the notification area of their taskbar located at the bottom right side of their main window right click their Interaction Client status icon Orinthe Company Directory right click their name and choose Change User s Status 2 Choose a status from the menu and if applicable click the OK button Once in Available calls will automatically come in and be answered so it is important to be ready to take a call when going into and while in available 1 1 3 CSR Status Codes Status Used For Available Receive Calls Available No ACD Await Transfer At A Training Session For scheduled training Scheduled and unscheduled Aang coaching In a Meeting Team meetings other as advised Break 0000000 m Break breaks Special Project Assigned special tasks Projects Working Email Queue TDD TTY Working TDD TTY Line Ea ur xerox e KENTUCKY Interaction Center User Manual 1 2 Using the toolbar Use buttons on the Interaction Client NET Edition toolbar to help manage the CSR s calls Many of these functions are also available by right clicking a call 143 3 gt OU ed iO A ia
134. iBEsH to SADA 35 235 INTERACTIVE INTELLIGENCE Scheduling Unit N zzz Scheduling Unit Request Dae Agent Request Type Request State Time OF Duration Paid Time Off hh mm un Customer Service Help Desk TAZ Li da Hs rr Fa ll D aw Approved 05 00 00 Ho 7 UIS Het Coller Fall Dav Pproue d 05 00 00 Ho SH rm Li da Hs rr Fall Dav Approus d 05 00 00 Ho 319E Jarot Hrati Fall Day Approve d 03 00 00 Yer 821200 Het Coller Fa ll D aw Peidhg 05 00 00 Ver S200 Het Coller Fa ll D awy 4 Pproue d 05 00 00 Ho a am Li da Hs rr Full Dav Approus d 05 00 00 Ho 1122005 Li da Hs rr Fali Daw Appraue d 05 00 00 Na 12970408 L lida Hs rr Full Dav Approved 05 00 00 Na 117200 Li da Hs rr Fall Dav Pproue d 05 00 00 Ho 17200 Li da Hes rr Fall Dav Approus d 05 00 00 Ho 1 00 Li da He rr Partal Day Appraouse d D cn Ho 1a L lida Hs rr Fall Davy t x bm ited 05 00 00 Na 125200 Li da Hs rr Fa ll D awy Sbm Itte d 05 00 00 Ho Txa Li da He rr PartilDav Sbm Itte d 10 00 Ho 2162005 Lauren Trent Fall Day Approve d 03 00 00 Ho anam Lat reu True at Fall Day Approve d 03 00 00 No Aem Li da Hs rr Fall Dav Sbm tte d 05 00 00 Ho Jir G iko Ai dre Fa ll D awy 4 Pproue d 05 00 00 Ho 6 as M Bob Tomate FallQay Appraoue d 05 00 00 Yer MIS Li da Hs rr PartialiDaw Approved 04 00 00 Na AI Li da Hs rr Fall Dav Approved 05 00 00 Yer EVADE Li da Hs rr Fa ll D awy Sbm Itte d 05 00 00 Ho paraa Bet caollkr FallQay Approuse d 05 00 00 Yer 5T Li da Hs rr Fali Daw Deikd 05 00 00 Na Prat
135. ial order shown in the table The Column Name does not have to appear in the text file just the data as described Each column is separated by one TAB 0x09 character Rows starting with a pound sign are ignored Column Name Description This is the beginning of the interval in which the interactions occurred The time of day appears as HH MM Hours are in 24 hour time 00 23 and minutes are 00 59 Duration The duration of this period in seconds This value is set in Interaction Administrator Server Parameters container QueuePeriodStatisticsInterval parameter By default it is set for 1800 seconds 30 minutes Ea Lr xerox e E Kentucky f Interaction Center User Manual Do not change it in this file unless Workforce has changed this server parameter when they installed CIC before they started collecting statistics Workgroup The media type To enable combinations of the three available media types each one has been assigned an integer which when converted to base 2 binary indicates which media type s is are selected The following list helps decode media column to the combinations of media each integer represents Integer Value Media Type s 1 Call Chat Call Chat Email Call Email Chat Email Call Chat Email This is the skill set of the CSR s handling the interactions It can be to represent a summary row to represent no specific skill or can be a separ
136. ial order shown in the table The Column Name does not have to appear in the text file just the data as described Each column is separated by one TAB 0x09 character Rows starting with a pound sign are ignored Description Time The time of day in HH MM Hours are in 24 hour time 00 23 and minutes are 00 59 Column Name Duration The duration of this period in seconds This value is set in Interaction Administrator Server Parameters container QueuePeriodStatisticsInterval parameter By default it is set for 1800 seconds 30 minutes Do not change it in this file unless Workforce has changed this server parameter when they installed CIC before they started collecting statistics Workgroup The name of the ACD workgroup Media The media type To enable combinations of the three available media types each one has been assigned an integer which when converted to binary indicates which media type s is are selected The following list helps decode media column to the combinations of media each integer represents Integer Value Media Type Call Chat Call Chat Email Call Email Chat Email Call Chat Email Skills The skill set used It can be to represent a summary row to represent no specific skill or can be a separated list Resources Number of CSRs represented by an integer required to service the route group Shrinkage Non excused shrinkage factor ASA T
137. ields are identified as flexible for this report partial listing shown below Fiexoble Field 1 Avg Wat Ans Flexible Field i Svc Lvl 1 Flexible Field 2 Svc ivi 2 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 64 of 170 2013 Xerox Corporation All rights reserved gm qx Xerox Sy kentucky gt Interaction Center User Manual Flexible Field 3 Avg Wait Ans tAnsweredACD Flexible Field The average amount of nAnsweredAcD time the interaction spent alerting before it was answered by the agent Flexible Field 3 Swe Lvl 1 nAnsweredACDSvcLvnote Flexible Field The percentage of calls nAnsweredAcD 100 that were answered within the first service level The first service level interval is determined in Interactive Administrator and the default first service level is 10 seconds Flexible Field 3 Load Ratio tTalkedACD Default Flexible Field The ratio of total tAgentOnACDCall tAgentInACw ACD talk time to the amount of time actually worked during the selected interval This ratio is most meaningful when agents are allowed to take multiple interactions at the same time Flexible Field 3 Load Hold tTalked ACD tHold ACD Flexible Field The ratio of total ACD talk tAgentOnACDCall tAgentIn amp CW time minus the time the interactions were on hold to the amount of time actually worked during the selected interval This ratio is most meaningful when agents are allowed to take multiple i
138. igured prompts are available or users can create custom prompts by e Uploading pre recorded wav files e Recording through the handset e Using Text To Speech TTS estan Questions are the building blocks for Surveys and what Interaction Feedback s entire scoring system is built around The name actually refers to the type of question response which can be a True False statement numeric scale or multiple choice Each Question is assigned a number of possible answers and a score is assigned to each answer Weights can also be assigned to a question Question Types Multiple Choice Numeric True False yes no Free form comments e a Each Question will have its own prompt that plays for the caller Like the general Survey prompts Question Prompts can be uploaded as pre recorded wav files including professionally recorded prompts recorded through the handset or Text To Speech TTS s m KENTUCKY Interaction Center User Manual xerox e e a Survey Questions can be grouped in Categories to allow organizations to identify how customers evaluate them on key drivers of satisfaction or desired future behaviors Free form Recorded Comments Customer comments are often where dissatisfiers factors that contribute to customer attrition are revealed Interaction Feedback enables organizations to offer survey participants the opportunity to record their free form comments These recorded c
139. ion and click the ACD Data Review button or double click the ACD Data Review entry E 3ACD Data Details Pf xi Selected date Dav classification M al Sunday 10 8 2006 b Ib sunday Modify O Workgroup Media Type SkilSet Offered Completed Sug Talk Time Aug ACW Time 12 00 AM Client server Appli Cal Operating systems B 3 00 01 59 00 02 31 e E e Cr Web InlerfacesEng uc EER R i S 7 een 0000 EES EE a TENT Gient Server Appi Cal td Web interfacesiena RUIN HN E 1 PONES AETUN umm dimus z 04 D cns INED e USE TUAM Email isis a ME S E S yu ie esr Wr EE 5 f c T 0000 CREE a op DU ETT Gient Server Appi Cal PC Operating Systomel s s 1 3 TUN OLIE amoral N Mainframe Applicat eli a TAE i nm 0000 V a0 BU UM leni Server Appi Call Web inieriacesEng i i oi eer 0846 TUE EDAM Client Server Appi Tm caren isa Er TU MR RET E m eee 3 ME 0956 m E TETENT Gient Server Appi Cal ee rT pene eal eer ee i m 0206 M AT SOAM due iu po all Web InterfacesiEng i ESEESE 7 METER 0503 TTE oo eT Email Visio aa EE MEN a Operating Systems 1 M o T 0000 NETTEN e SUAM lent Server Appii Cal a D 4 X 0530 idei A E eremi acm eb Interfacesieng A 1 e NRNE ROUES P onus 1008
140. k Warning Adjusting this data by a given percentage removes the existing data The only way to undo that increase is to click the Cancel button on the Volume Forecast Data Modification screen 5 n the Volume Forecast Generation and Modification dialog box click the Erlang C calculator button to display a simple Erlang C calculator Erlang C Calculator E4 Interactions per half hour zi E Average interaction duration seconds es Average ACW duration seconds 0 Desired number of resources 1 to ignore l E Desired service level 95 1 to ignore au Service level objective seconds zl E Desired average speed of answer seconds 1 to ignore 10 Results Humber of resources 66 00 Probability of delay 29 63 Average speed of answer 9 335 seconds Average delay of delayed calls 31 50 seconds Average queue length at any time 2 539 Average queue length when no resources oa 75 Service level 99 96 Resource occupancy 89 744 Hours of trunk traffic 82 59 Erlangs Calculate Exil xerox e a P em ow L i i n a E te ee KENTUCKY Interaction Center User Manual 6 In the Volume Forecasts dialog box do one of the following In the Volume Forecasts dialog box click the Volume Forecast name to which to import data and click Import to retrieve previously saved volume forecast data In the Volume Forecast Import dialog box click the ellipsis button
141. k OK 11 In the Scheduling Unit dialog box select the checkbox next to 2 Volume Forecasting and click Apply 12 Continue with Headcount Forecasting section pa 2 A SS E Xerox Y E KENTUCKY f 2 Interaction Center User Manual e Exported volume forecast data This section details the format and content of data exported from the Volume Forecast dialog box Data can be exported for use in an Excel spreadsheet P volforecast tsv Notepad 8 x File Edit Format view Help Format A lt time gt T lt duration T lt workgreoup gt T lt media2T lt ski 11s gt T lt otferedsT lt comp letedsT lt talktimesT lt acw gt T lt AacwT ime gt z where T is a tab lt time gt is the time of day in HH MM Hours are in 24 hour time C00 239 and minutes are 00 59 all numeric stats apply to interactions that take place from lt time gt up through the lt duration gt lt duration gt is the duration of this period in seconds lt workgroup gt is the name of the ACD workgroup lt media gt is the media type It must be one of call Chat EMail object Case is irrelevant zskills 15 the skill set used It can be either empty bor to represent no specitic skill or can be a separated list lt c otfered gt is a count of the number of interactions offered to the particular lt workgroup gt lt media gt lt skills gt route group lt completed gt is a count of the number of interacti
142. l Marketing surveys in another Se ee A wizard driven process quickly guides the user through the set up of new a new survey including selection of required and optional settings specific to that survey Automatically Record Calls Customers with Interaction Recorder can select a setting to automatically record interactions for calls where participants opt in to a survey ensuring call recordings will be available for review if indicated as necessary by survey scores Minimum Acceptable Scare Users can configure a setting to configure alerts in Interaction Supervisor to notify appropriate personnel when a completed survey score falls below this threshold Reni OND Rank Group is the grading scale that is used for a Survey The same Rank Groups are shared between Interaction Feedback and Interaction Recorder to provide a consistent basis for comparison between internal and external customer perceptions of performance for a given interaction Users may define as many different Rank Groups as they like however each Survey can have only one Rank Group associated with it The Survey Scoring Reports will display satisfaction ranking results for an individual agent or groups of agents The Satisfaction vs Quality Report will provide comparisons data for satisfaction vs quality scores for an agent or a of agents The E xerox e E Kentucky F Interaction Center User Manual consistent ranking calibration between agen
143. lbar click test The Schedule Report Validation dialog opens rz fe Schedule Report Validation Validation Errors for Scheduled Report Double click to fix Exit Validation 3 The Schedule Report Validation dialog displays the Name and Description of the validation error To correct the error double click the line with the error The dialog that contains the error opens 4 Correct the parameter error and click Finish to continue The Schedule Report Validation dialog reopens 5 Continue to correct all errors until the Schedule Report Validation dialog indicates that NO ERRORS are present Ye Schedule Report Validation Validabon Errors tor Scheduled Report Double click to fx Exit Validabon 6 When no other errors exist click Exit Validation to close the dialog The system returns to the Interaction Scheduled Reports dialog and the status for the corrected report is no longer red 2 3 14 Historic Reports e Flexible Fields IC Standard Flexible Fields are columns in an IC Standard Historical Report that can be easily customized in Interaction Administrator to display different data depending on the Supervisor s reporting needs e Flexible Fields and Columns amm T xerox e end Interaction Center User Manual gt CSR Performance Reports CSR Performance Detail and Summary reports CSR Performance Detail for Queue by Interval report CSR Performance Detail for Queue by Date by Interaction
144. le Date criteria From 4 1 372007 12 00 00 AM to 4 1 3 2007 11 59 59 PM Report Orientation Portrait C Landscape Once the report amp generated you can sasih edit pour selections From the Report viewer File menu ckck E dit 16 Generating the report When they click Finish the generated report is displayed in the Workspace Agent Status ic n os e es o 9 n From GAZI 12 b cbl AR To 530572011 11 58 58 PM Print Layout 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 45 of 170 2013 Xerox Corporation All rights reserved Xerox 6 d ee KENTUCKY Interaction Center User Manual 18 The Print Layout icon is a toggle command that allows they to switch between viewing the report in print layout and the report session When Print Layout is on they are able to visualize how the report will print Print their report when Print Layout is on 19 If Print Layout is off the normal view of the report session is displayed in the Workspace ait boa hPa PL nme ier kk He germs 4a 1 rn Lok Py id om LJ Lu il v pars re a L E n Agent Status E e E LB Fram Tacs nod AR To Pd i Pd ser ld Hira namg Lazi same Sisip Sier Haen Status key Duraiiga Pa ra Ven Prg Evei Per rege amp HECEL 4 E27 d1 Pe y iie nri ean Pin Extra i AHEJ ares dn pul rl Qr an Pearringper Evil Perringer GE 10E 4E FH Toii DOGODHOD Ben bee TETTE Lees sein rae EP d
145. lications Lewel 2 1 Programming Languages 7 5 4700 5 2856 00 00 1800 Mainframe Applications Level 2 1 weh Interfaces amp 7 4566 5 1387 00 00 1800 Mainframe Applications Level 2 4 web Interfaces 10 E 4201 z 2953 00 30 1800 client server Applications Level 1 l Operating Systems 5 5 5290 4 1889 00 30 1800 Client server Applications Level 1 1 Programming Lenguages z D 54 78 6 2699 00 30 1800 Client server Applications Level 1 l Spanish amp 3697 5 2620 00 30 1800 Client server Applications Level 1 1 web Interfaces d 5 5886 4 2675 00 30 1800 client server Applications Level 1 4 operating systems 10 G 5271 8 2630 00 30 1800 Client server Applications Level 2 l HR Products 7 5 4106 5 1702 00 30 1800 Client server Applications Level 2 1 Programming Languages 8 7 3800 6 Os 00 30 1800 Client Server Applications Level 2 1 Spanish 6 4141 4 1859 00 30 1800 Client Serwer Applications Level 2 1 web Interfaces n 5 3594 4 1224 00 30 1800 client server Applications Level 2 4 Programming rane yage z D 3553 5 1453 00 30 1800 Client server Applications Level 2 4 spanish 7 4556 B 2185 00 30 1800 Mainframe Applications Level 1 1 HR Praducts 5 E 5565 4 2835 00 30 1800 Mainframe Applications Level 1 1 Programming Languages 5 8 4307 2231 00 30 1800 Mainframe Applications Lewel 1 1 Spanish 6 5 5415 4 1340 4 gt The following is a description of the file format for Workforce reference Columns must go from left to right in the text file in the sequent
146. ll rights reserved Hold Time 03 00 Page igli Page 74 of 170 xerox G m Pn Interaction Center User Manual 2 3 16 Example Reports Agent Availability with Activation Date Time Range DS 232004 05 35 53 06 wad 15 36753 Activity Time Rangs DOeo0 2223 28 Site ID Range 1 990 Agents Norkgroupa Lore Site ID 100 Agent AARON LERCH _ Logged In Aod Logged Non Aod Logged DAD ADN in in Agent Summary n1 21 08 ET DT1 EB ES 00 3 Flage Loggad In And Logged Hon Aod Logged OHO ADN In in State Duration 01 21 D0 mx 01 55 58 00 00 10 1055 14M Wirorking Ar Home 00 00 1077171 14M Working AL Home 00 00 1077171 14M Working Ar Home TXr De 10 11 17 AM Working Out 01 55 53 12 07 10PM Avallatie 3 16 12 4125PM Avallable TXrno 12 41 37PM Avallatie 45 44 12 41 37PM Avallable 00 00 T2 amp 21PM Avallable Follw Me 01 52 Agent Totale D3 1851 Agent ANHE ASSANTE Flag Im Aod Logged Non Aod Logged DHD ACW in in Agent Zummary 0 METE Lii ee D eh Flage Logged In And Logged Hon Aod Logged OHO ADN In in BSS i204 State Duration 000 01 06 25 01 38 08 00 00 10 26 14AM Avallable No ACD 01 06 25 11 32 38AM At Lunch 01 38 08 Agent Totals D2 45 34 Agent ANNEB nm Logged In Aod Logged Non Aod Logged DAD ADN in in Agent Summary D1 11 48 me 00 Dias 00 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 75 of 170 2013 Xerox Corporation All rights reserved Xerox In
147. llowing gt Click Yes to apply the listed time off requests to the schedule Click No to avoid applying the listed time off requests to the schedule Warning If Workforce chooses not to apply the listed time off requests they will not be prompted again to apply them This can result in CSRs being scheduled during approved time off periods 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 138 of 170 2013 Xerox Corporation All rights reserved am Po Ss a E KENTUCKY d Interaction Center User Manual xerox y 3 1 5 Time Off Requests Time off requests recorded and approved in the Time Off Requests container in Interaction Administrator are automatically included in the calculations for generating a schedule e Processing time off requests Workforce works with time off requests in the Interaction Administrator Time Off Requests sub container All of the procedures in this section begin with accessing this container 1 In Interaction Administrator expand the Interaction Optimizer container 2 Select the Time Off Requests sub container LA Interaction Administrator Devlah File Edit View Context Window Help laj x Collective Time OFF Requests fy Home Site Configuration H E MADISON g Licenses Allocation E People nA System Configuration amp Response Management p Interaction Tracker DE Interaction Recorder E Interaction Optimizer E Configuration
148. llows they want to see a detailed view of queue activity with a breakdown by date It includes such information as interactions answered total talk time average talk times average wait time It also shows information on ACW time and Abandons This report allows the Supervisor to see a detailed view of queue activity grouped by date It includes such information as interactions answered total talk time average talk times average wait time It also shows information on ACW time and Abandons This report is broken down by Q with a one line summary for each date in the report range It does not provide a total line for each queue instead it provides a total line for all of the selected Queues combined for all of the days in the report range This report allows the Supervisor to see a detailed view of queue activity with a breakdown by date and interaction It includes such information as am ur xerox e KENTUCKY Interaction Center User Manual interactions answered total talk time average talk times average wait time It also shows information on ACW time and Abandons Distribution Queue Performance Queue by This report allows they to see a detailed view of Interaction Type queue activity grouped by interaction type It includes such information as interactions answered total talk time average talk times average wait time It also shows information on ACW time and Abandons Distribution Queue Performance
149. m Prt Date Tha day Septem ber O9 2010 11 65 362 HM From Activitw schedikd ACD Schedied ACD schedikd ACD Schedikd ACD sChedikd ACD sChedikd ACD schedikd ACD schedikd ACD schedikd ACD SChedikd ACD schedikd ACD sGhedibd ACD Sckedikd ACD Schedibd ACD schedikd ACD sChedikd ACD schedikd ACD sChedikd ACD Schedied ACD Schedikd ACD schedikd ACD Schedibd ACD Schedikd ACD Schedikd ACD sChedikd ACD Schedikd ACD INTERACTIVE INTELLIGENCE To Activity Time Scheduled Schedied ACD Schedied ACD Schedikd ACD Schediked ACD Schedikd ACD schedikd ACD Schedikd ACD schedikd ACD Time Scheduled Schedikd ACD Sciedrked ACD Schedikd ACD sGhedied ACD Scbedied ACD Scbedied ACD Schedikd ACD Schedikd ACD Schedikd ACD Schedikd ACD Scbedied ACD Schedikd ACD Sciedrbkd ACD Scbedied ACD schedikd ACD SChedikd ACD Schedikd ACD Schedikd ACD Page 1 313 of 4 234 367 295 Adherence Detail by User Totals olude only excentiamz Whit the Ert Duration hh mm ss 06 010 010 Dizi nn 10 30 00 r E es mM Y E E oF m Mho OFS Xerox Y c KENTUCKY Interaction Center User Manual gt Report 3 Adherence Summary by Date User The Adherence Summary by Date User report contains historical data of CSRs exceptions to their Interaction Optimizer published schedules CSR work shift activities such as breaks meals meetings and scheduled ACD are included in Interaction Optimizer generated sche
150. mail playback 8 Speed up voicemail playback 9 Some options require Interaction Media Server enabled for Advanced Operations Contact the User s IC Administrator if they have questions Enter the Interaction Mail system Dial voicemail system number Place Holder Dial access code i e 99 extension password Place Holder Enter to complete the access code Mail Interaction Mail Options xerox e Interaction Center User Manual Manage Voice Messages 1 Manage Faxes 2 Manage Email 3 Send Voicemail 4 Manage Personal Options 5 Access Company Directory 6 Initiate Office wide Alert 7 Access Mailbox Subfolders 8 Access Outlook Options 9 2 2 2 Manage Voice Messages 1 Listen to All New Messages 1 Listen to Saved Messages 2 Listen to Today s New Messages 3 1 Save current voicemail 2 Forward message to extension 3 Skip to next message 4 Replay current message 5 Reply to current message 6 Play envelope information 7 Delete this message play next 1 Delete all with this subject 2 Delete all addressed to this recipient list 8 Play text in message body 2 2 3 Send Voicemail 4 Listen to All New Emails 1 Dial by name optional 2 Play list of workgroups optional 3 Enter one or more extensions separated by end lit with Record message 2 Review message 3 Rerecord message 4 Send message and retur
151. mary Graphs The Interactions Offered graph shows the time and number of interactions calls chats and emails that were offered The Average Handle Time sec graph shows the time and handled time in average seconds of interactions calls chats and emails received gt Media Detail Graphs These graphs show the calls chats and emails offered by time based on skills There is only one media type per graph F Historic ACD Data Daily Graphs Of x Summary Graphs Media Detail Graphs Interactions Offered TTT TTT TT TT TTT TAT TTT TTT PTET TTT TTT tT TY PN TT LIAL ALANA AT TT EE Ne AL VN LLLI AR LLL LLLLLLL 12 00 AM 1 30 AM 3 30 AM 7 30 AM 11 00 AM 2 00PM 6 00PM 7 30 PM 10 30 PM Chats Emails alls Average Handle Time sec LI T dr p m LA DKA ILD ARDEA PE SYLA LAINN C LLL LLL T2000 AM 1 30 AM 330 AM Z330 AM 11 00 AM 00 PM 00 PM C30 Ph 10 30 PM Chats Emails Configuration xerox e K jConfigure Detail Graph Workgroups and Skills Iof x Pi 5 In the Historic ACD Data Daily Graphs dialog box click the Configuration button to change the Interaction Center User Manual M T C KENTUCKY workgroup s and skill set s displayed on these graphs Click OK to display the changes to the graphs Select which workgroup and skill combinations to appear in the media detail Skill Set E JTETISHSIETEHSIETETES DIETE Rl Client Server A
152. mber OT 2001 10 25 304M interaction Genter Page 1c 78 07 15 2013 Kentucky Health Benefit Exchange Contact Center 2013 Xerox Corporation All rights reserved Page 84 of 170 Xerox e ice KENTUCKY Interaction Center User Manual Agent Performance Summary for Queue From To 11 8 2001 12 DO DD AM 11 7 2001 11 58c58PM 1200 004 11 59 59P MM Lzzz Z amp dam Shankel 81 87 01 Total Tirri Gut 2 74 Queue Period Statistics Abandon Report Queue Range Lzzz Date Time Range 11 23 2004 00 00 00 1123 2004 23 52 59 Shift Time Range 00 00 00 2350 59 Site ID Range 0 959 Serice Thresholds zu xd Sit el 204 Company perator 1152342004 Company Operator Development 11 23 2004 De weloprnernt Marketing 1142372004 Ivtarkesng Site ID 201 Grand Total 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 85 of 170 2013 Xerox Corporation All rights reserved ee a 8 OS e Xerox e TED KENTUCKY Interaction Center User Manual DNIS Range Date Time Range From From 11 5 2001 12 4X0HX0AM To genjen To 172001 11 5859PM DNIS Summary DNIS Number of Calla G Total Call Duration 06210 Avg Duration 04204 Date Call ld Hama User Ext Station ki Call Duration Hold Time 11 2 2001 080 12 30AM N A Unknown Marne Scott System 12 28 00 30 11 8 2001 12 4022PM 317 872 3000 Interactive Intelligence Mike 103 System 1 22 00 10 11
153. n Center User Manual Report 8 Optimizer Actual vs Forest Historical Analysis Report This report displays the offered interactions completed interactions ACD talk time and Number ACW for actual and forecasted volumes Forecast Start D ate Time 08 01 2010 00 00 00 SitelD Range ote aaa Actual vs Forecast Historical Analysis INTERACTIVE INTELLIGENCE Workgroup sy z22 Skills tracked elp Desk Volume Differences Volume Differences Actual minus Forecast minus Forecast Actual Volumes al Volumes ss Forecasted Volumes Volumes Date Interval Offered Completed ACD Talk Humber ACT Offered Completed ACO Talk Number Offered Completed ACD Talk Humber AC MW Half Haur Time AC Complete Time ACD Time ACW Complete 4 30 Pha 4 00PM S730 PM 6 00 P hd amp 30 Phd 7 00 Ph 730 PM 3 00 Ph 8 3D PM 9 00 Phi 8 30 Ph 10 00PM 10 30PM 11 00PM 11 30PM Daily Totals 00 04 03 11 04 a 22 24 03 34 03 08 26 TT 3285 03 13 57 g 22 06 1 14 03 11 43 73 24 00 03 23 12 B 22 45 12 28 03 07 04 78 26 00 03 07 06 73 ssa 11 58 03 23 40 T4 24 40 03 17 35 7D HH 1 47 03 15 10 7i 23 00 03 16 02 5 ARE 0 04 03 05 50 Br 2220 03 13 57 fit 22016 22 0 03 14 42 72 23 40 03 15 54 fifi 21 30 1 5 03 21 27 fig 22 40 03 19 38 B 21 24 32 1 D2 14 03 43 28 71 23 40 03 11 07 66 21 26 38 56 01 53 03 25 13 71 23 40 03 08 17 B 21 47 34 15 04 40 2 35 53 T 35 00 03 02 38 B2 2020 6 26 Tzu 03 12 23 70 3 20 03 05 55 fid 21 03 20 46 11 31 03 28 04 Ba 23 00
154. n to Main Menu 5 Cancel message and return to Main Menu 6 Set Priority 1 High 2 Low 3 Normal 7 Set Sensitivity 1 Normal 2 Personal 3 Private 4 Confidential This option is available only if configured by the user s IC Administrator 2 2 4 Manage Personal Options 5 Set User Status 1 1 Available 2 Available at a forward number 3 At a training session 4 At lunch 5 Do not disturb E Lr c KENTUCKY xerox e Interaction Center User Manual 7 Gone home 8 In a meeting 9 Away from desk 10 Available No ACD 11 On vacation 12 Out of the office 13 Out of town 14 Working at home 15 Available follow me routing Optionally set date time or both depending on status e Set Forward Number 2 1 Enter remote phone number 2 Enter call coverage setting 1 Modify forward coverage option 2 Modify DND coverage options 3 Modify phone coverage options E c KENTUCKY 4 Modify no answer coverage The first four options can be set to work with these calls 1 All 3 External 2 Internal 4 Unknown 5 Change coverage phone number Enter an internal followed by 6 Modify voicemail destination 1 Set my voicemail box 2 Specify call coverage mailbox Change IC Password 3 Entering 1 to 10 character password followed by Set Playback Options 4 1 Message playback mode 1 Verbose 2 Messagesorting 1
155. nd rows that will appear in their report Interaction Report Assistant Ea Matriz design Ade rows columns and suremarsed betes to the malit layout hom the avalable held H Current package Agent Status Matix m Available Fields m ol State Start Datetimel State End Dabetime GMT State Start Date r O State Stait Time Row Fields F Status key User id Laggedin Flag Lagagedin Dene Acd Logged In EM Status Dind Salus Agw State End Diabe bme m Durahion ol Ihe Aabe Bock Wee ce Hele 6 Selecting Users After designing their report layout the Supervisor will select users for which to run their report on Select users from a workgroup or select specific users 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 41 of 170 2013 Xerox Corporation All rights reserved Xerox E F gt d Interaction Center User Manual 7 Selecting Users in a Workgroup If the Supervisor s package is based on User data the following dialog is displayed Select users in a workgroup by choosing a Site ID and Workgroup from the drop down boxes and clicking Add to display the users in the Selected Users list box If they want multiple users from a workgroup but not all users it might be easier to add a workgroup and individually remove the users they do not want to report on Interaction Report Assistant Select Users Select
156. ng up will NOT put the caller into voice mail Then transfer directly to their voice mail see below Cancel If they answer but do not want to take the call press Cancel to return to the caller If they want to leave a message transfer the caller directly to their voice mail see below Blind Transfer Transfers the caller without the user connecting to talking to the 3rd party first 1 Press Transfer 2 Press Blind 3 Enter the number to transfer to and press Send Transfer a caller directly to someone s voice mail 1 Press Transfer 2 Press Blind 3 Enter the number to transfer to and immediately press the star button e Conference 3 parties With a caller on the line press Confrnc this puts the caller in a holding mode Enter the number to conference in and then press Dial to dial their number Wait for the 3rd party to answer and then ask if they can join the user on a conference call Press Conference to join all 3 parties OR Cancel If the 3rd party does not answer or cannot join the conference press the Cancel soft key to disconnect the 3rd party and return to the 1st party J 0 N LP e Checking messages voicemail xerox e Qmm m La KENTUCKY Interaction Center User Manual gt Press the Messages button It might be configured for the user to press Dial or extension gt Atthe menu press the button gt Enter the user s extension password To set passwor
157. nkage factor by moving the CSRs or Shrinkage slider controls or typing a value in the 9o boxes E xul um Te Xerox O ee t HEEL KENTUCKY d Interaction Center User Manual 8 Warning Adjusting this data by a given percentage removes the existing data Meaning the only way to undo that increase is to click Cancel and then click the Modify button again and reduce the given data by a corresponding percentage on the Headcount Forecast Data Modification screen 6 In the Headcount Forecasts dialog box click the Export button to save headcount forecast data In the Save As dialog box in the File name box type a name for the data file The file extension is tsv by default 7 In the Headcount Forecast Generation and Modification dialog box click the Graph button to display graphs based on the data in the grid After Workforce complete their review of the graphs click Close gt Available Graphs Headcount Summary This graph displays the Adjusted Headcount for all media types Calls Chats and Emails for all route groups combined Media Headcount These graphs display the Adjusted Headcount for Call Chat and Email by staffing group Workgroup Occupancy This graph displays Workgroup Occupancy by staffing group Workgroup Service Level ASA These graphs display Workgroup Service Level and Workgroup Average Speed of Answer by staffing group Workgroup Delay These graphs display Workgroup Chance
158. nt Forecasting check box and click the Headcount Forecasting button Headcount Forecasts Schedule Sunday 1107 Headcount Forecasts Mame Volume Forecast Remove Import Headcount Forecast process navigation e L Generation and Modification Headcount Forecast Generation apd Modification ce am mE fg rp EE Atm m a m ty Xerox v Y ice KENTUCKY A Interaction Center User Manual 2 In the Headcount Forecasts section do one of the following gt To create a new headcount forecast click Add In the Name box type a name for the new headcount forecast From the Volume forecast dropdown list select an existing volume forecast and click OK Headcount Forecast Mame Headcount AED Volume Forecast volume 01 To change the name of an existing headcount forecast or to associate it with a different volume forecast select a headcount forecast name and click Edit Type a new name in the Name box and or select a different volume forecast from the Volume forecast dropdown list and click OK Headcount Forecast Mame Headcount 2 Volume Forecast vForecastal m volforecast _ gt To delete an existing headcount forecast select a headcount forecast name and click Remove In the Interaction Administrator message dialog box click on Yes Interaction Administrator A Do you really wish to delete this entry am E uM eG eel ie 32 KE
159. nteractions at the same time Flexible Field 3 Disconnect nLocalDisconnectAC Flexible Field The number of ACD calls that were disconnected locally e Interaction Administrator to determine the values for each flexible field 1 In Interaction Administrator in the System Configuration options on the left select the Reports container Then from the list of reports on the right double click on the Distribution Queue Performance Queue by Date report PREDICTIVE FINC OOE PREDICTIVE FINISHCOOE BY HOUR PREDICTIVE FINCSHCODE SUMMARY Durer F enticode Summary ty Agere PREDICTIVE REASONCOOE SLMMAR Y Dale Penn Code Cet ton QPS OS DATE QUELE Dutributio n Queue Performance Date by Queue 0 Report Logs NE S Emm SAAS 7T 2 QPS D QUOLE DATE PNTERVAL Dwtribunon Quaze Performance Queue by Cate QPS D QUAE DATE MEDIATE Dutribulion Queue Performance Queue by Ome mM X ria un rn Oma t n a Queue Pernod Sathtcs Aberaion Report V qi Office Conmurcanons Server ob Queue Period Satis Abandon Report Aco A Rats Meis ages Agent Performance Det ad for Queue by Date by 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 65 of 170 2013 Xerox Corporation All rights reserved xerox kewruexv 7 Interaction Center User Manual 2 In the resulting Report Configuration dialogue goes to the Tables Parameters tab 3 In the Parameter Definitions list box on the right select one of the flexible fields and click the Edit butt
160. ntiguous Mane Agents Andrea Bennett Andrew acabs amp ndrew Ragosin Andy S unther Shift Rotations Hone Prat Date Tiarday sepiembern us 2010 12 13 37 P H Page 1 of6 Note The parameters for this report are specified scheduling Unit Name or a range of scheduling Unit Names to include in a report anm nu ue m M ar aine 3 xerox 6 eum Ww D Interaction Center User Manual 4 HELP Additional Information Interaction Client is available in two different editions Interaction Client NET Edition and Interaction Client Web Edition It is also available as the Interactive Intelligence Right Now Integration In this help system Interaction Client denotes the specific edition the users are using The full product name appears at the top of each help topic The full product name may also be used in a help topic when necessary to distinguish between Interaction Client editions 4 1 1 Search A user can search for specific terms in both the HTML and the WebHelp versions of the help There is a basic search and an advanced search available from the Search tab A basic search is simple just type whatever single word or phrase they want to search press enter or click the List Topics button HTML version only and a list of topics containing that word or phrase is displayed When searching for a phrase use quotation marks to enclose the phrase An advanced search involves wildcard HTML version only and Boolean
161. odes that they specify Area Code Exchange Summary This report pinpoints exact exchanges that are dialed This report can assist with productivity and management analysis 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 22 of 170 2013 Xerox Corporation All rights reserved xerox e Graph Incoming Calls by User Graph Outgoing Calls by User Supervisor Caller ID Detail Supervisor Caller ID Summary Supervisor Caller ID Summary by Date Supervisor User Call Summary Supervisor User Call Detail a 5 m E E Kentucky f Interaction Center User Manual Shows the number of inbound calls associated with each user specified in the range It includes calls delivered through a workgroup Q and calls dialed or transferred directly to the User This report includes abandoned calls call was alerting to the CSR and caller hung up before CSR answered This report also includes missed calls so it is NOT an indication of calls handled This report does not include system owned calls This graph shows the number of outbound calls associated with each user specified in the range Use the Calls Outbound Line Group by Hour graph to see the number of calls on each line Information can be established from Caller ID reports such as customer calling patterns time to service the account and level of service to the customer The Caller ID Detail Report is best used by managers who want to see
162. olume Forecasts Mame Volume 1 Add Edit Remove Import Export Volume Forecast process navigation Day Selection and Weighting cs 2 In the Volume Forecasts section do one of the following gt To create a new volume forecast click Add In the Name box type a name for the new volume forecast and click OK Volume Forecast 2 LE MN rade LD 6 E CS Xerox v C KENTUCKY Interaction Center User Manual To change the name of an existing volume forecast select a forecast name and click Edit In the Name box type a new name for the existing forecast Click OK Yolume Forecast Mame c To delete an existing volume forecast select a forecast name and click Remove In the Interaction Administrator message dialog box click Yes Interaction Administrator AN Do you really wish to delete this entry 3 In the Volume Forecasts entries section select the name of a volume forecast and does one of the following To accept default day selection and weighting skip the rest of this procedure and go to the Volume forecast generation and modification section To adjust the day selection and weighting used for volume forecasting do one of the following Double click the Day selection and Weighting optional step Select the Day selection and Weighting optional checkbox and click the Day Selection and Weighting button
163. omments are managed by Interaction Feedback and accessible for playback along with survey questions and responses in the Survey Results Scoring and weighting Users can configure scoring and optional weighting selections for each question response for a survey The system will calculate an overall score for a Survey based on the scoring and weighting for each survey Question Each Question can be weighted so that its score contributes more or less to the overall score of the Survey to which it belongs 2 4 4 Survey Results Part of the value of Interaction Feedback surveys will be the immediacy of access to survey results e Dashboards Dashboards provide a heads up display view for at a glance information about a particular Survey by date average score for a survey by overall ranking and number completed Based upon the configured rankings for a particular survey dashboards display red danger zones and green idea Zones Average Rank for VIP Customers surveys completed A a Average Score for VIP Customers surveyscompleted 95 out of a possible 100 Number of VIP Customers surveys completed 157 VIP Customers 4 Surveyname VIP Customers C Starting Date 127 1 2008 e Search From the Interaction Feedback Client interface authorized users will be able to search and view survey results Users will have the ability
164. on 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 7 of 170 2013 Xerox Corporation All rights reserved xerox e 2 2 1 ka r KENTUCKY Interaction Center User Manual Customer Contact Center Supervisor Phone Features Functions 2 1 1 Polycom Unit Quick Reference Features gt Hard coded keys The user s phone has these pre stamped feature keys Dial Menu Line 1 Line 2 or Messages Hold Headset Speakerphone Mute Volume and menu navigation keys Soft keys Depending on the state activity on the phone e g idle or on a call there will be one or more context sensitive features offered on the display e g New Call End Call Transfer Conf etc Press the corresponding key beneath the display to use the feature Volume Control gt Ringer While the phone is ringing or not in use the buttons control the ringer volume Remote Party While on a call the volume buttons control the volume of the remote party and is independently set for handset headset or speakerphone Placing a Call Internal Dial the 4 digit extension number External No need to enter 9 or 1 for outside line access or long distance Ending a Call Handset Iftalking via the handset hang up the handset or press the End Call soft key gt Speakerphone If talking via speakerphone press the Speaker button or the End Call soft key Headset Iftalking via a headset press
165. on Report Configuration OPS DS QUEUE DATI Bas Tables Parameters Mti Language Support Custom Attributes History 4 Inthe resulting Parameter Data dialogue screen shot below on the Parameter Definition tab the Prompt text box lists the value choices for the selected flexible column The Supervisor can click in the field and arrow right or left to see all of the choices Each choice has a corresponding number and the Default Value field shows which value is currently displayed when they run this particular report Parameter Data Parameter System Value NEM Value Type Number Allow Mulitple Values Valye Type Can Be Discrete Range Both mene r Loox c e 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 66 of 170 2013 Xerox Corporation All rights reserved xerox e F gt gt gt Y VV ON VN NN E Kentucky f Interaction Center User Manual lexible Column Field 1 Distribution Queue Performance report 1 Average Wait to Answer How long caller waited in Queue for a CSR to answer 2 Answered Service Level 1 of calls answered in the first Service Level 3 Load Ratio Ratio of total ACD talk time to the amount of time actually worked during the selected interval 4 Load Hold Ratio Ratio of total ACD talk time minus the time the interactions were on hold to the amount of time actually worked during the selected int
166. on Calllchat Email English Marketing Produc Client Server Application Calle hat Ermail Englizh Programming Lan Client Server Application CalllChat Email English Marketing Produc Percents total 102 Run with edits Run with defaults 2 Do one of the following gt Adjust the staffing percentages by editing the values in the Percent column then click Run with edits gt Accept the default pre rounding staffing percentages in the Percent column and then click Run with defaults The ACD Simulation dialog box will appear after Workforce clicks OK ACD Simulation my xi Please wall Client Server Application calllChatlEmail E a r NC EXP Xerox Y E KENTUCKY d Interaction Center User Manual 3 After the ACD Simulation completes the forecast appears in the Headcount Forecast Generation and Modification dialog box K jHeadcount Forecast Generation and Modification Forecast date Generation method Jaco simulation E Tuesday 11 7 2006 b Generate headcount Forecast Far all days Werkareupis Media Type s SkWSet Agents Shrinkage Adi Agents Client Server Applications Le Call Chat Email Englizh Marketing Products o Modify Import Export Graph There are two distinct items in this dialog The top grid is organized by staffing group by time slice and gives a predicted number of CSRs adjusted for unplanned shrinkage for each ro
167. on Report Assistant 1 In IC Business Manager click the Default Workspace module tab The Create New View window will be displayed 1 5 IC Business Manager Fie Edt Vie Workspaces Took Windo Cinw A ca x JneFault Workspace Orley Default Custom Workspace Aren KENTUCKY 7 xerox 6 Interaction Center User Manual 2 In the Group by drop down select Categories and in the left pane select Historical Reports Create E IT troup by Categories AS voe na Ban l i ll E853 Ge te J peer E Agents and Workgroups 4 a E Kg In ekcactfian Kenparntar Mi Historical Reports Shows a let of historical reports bo chose from Ea Interaction Feedback Status 5 Interaction Optimizer New Interaction Report Assistant ma Cn 53 Jrferaectian aporia 3 Svehem Status ES Creates Ad hoc queries and reports Open Interaction Report Assistant File LIA Jnferachon Reporter J Open a saved Interaction Report Assistant query 3 In the right pane select New Interaction Report Assistant and click OK 4 In the right pane select New Interaction Report Assistant and click OK Then the Interaction Report Assistant wizard is started 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 37 of 170 2013 Xerox Corporation All rights reserved KENTUCKY Interaction Center User Manual PEAL TH BENE ERAN New Interaction Report Assistant
168. ons completed by the agents in the lt workgqroup gt lt media gt lt skills gt route group lt talktime gt is the time in seconds that the interactions took to process for the lt workgroup gt lt media gt lt skills gt route group lt acw gt ds the count of after call work occurrences for interactions for the lt workgqroup gt lt media gt lt skills gt route grou lt ACwTime gt is the time in seconds that the total after call work occurrences took for the lt workgroups lt media gt lt skills gt route group rt 00 00 1800 Client server Applications Level 1 1 HR Products z 7 4082 6 1621 00 00 1800 Client server Applications Level 1 1 Operating Systems 7 5 4281 5 2633 00 00 1800 client Serwer Applications Lewel 1 1 Programming Languages 5 4 3462 4 1377 00 00 1800 Client server Applications Level 1 1 web Interfaces 4 5 5951 4 1232 00 00 1800 Client Server Applications Level 2 1 HR Products E 8 5538 T 2832 00 00 1800 Client server Applications Level 2 1 Operating Systems 8 Fj 5110 5 1561 00200 1800 Client Serwer Applications Level 2 1 Programming Languages 3 5905 6 2240 00 00 1800 Client server Applications Level 2 1 spanish 7 5 4503 5 2462 00 00 1800 Mainframe Applications Level 1 1 Operating Systems 5 5 5585 4 2043 a 1800 Mainframe Applications Level 1 1 Programming Languages 7 5 3558 6 1691 00 00 1800 Mainframe Applications Level 1 1 web Interfaces 7 5 4740 5 2590 00 00 1800 Mainframe App
169. or calls received from a specific phone number for the current user This report is sorted by the phone numbers searched for and retrieved xerox e d Interaction Center User Manual User Call Detail for Current User The User Call Detail Report displays all calls for the current user running the report for a given time period The report is designed to give the user a report of each his or her calls By default all interaction Client users have access to this report System administrators may choose to use the User Call Detail Report to bill users and departments for their long distance calls The User Call Summary for Current User labeled as User Summary by Date report displays a summary of all calls for the current IC user on each day in the given range The report is designed to give a summary report of the individual users call volume User Call Summary for Current User User Outbound Call Summary by Number Dialed for This report lists dialed outbound numbers called by Current User the current user for a specific time This User Outbound Summary report can help individual users keep track of all dialed numbers Each user s calls to specific numbers are summarized DNIS REPORTS Report Name Report Description Statistics Group DNIS Daily This report summarizes a day s queue activity by DNIS including percentages of calls answered and abandoned within service levels for specified statistics groups IF statistics groups
170. or selected interaction that is not on hold the numbers are sent to the interaction This can be used to make selections from an automated telephone menu system It s just like using a touch tone phone Dial Pad If the user have a recent interaction selected in the Number dropdown list the Number field is cleared and the numbers they press on the Dial Pad appear On the Dial Pad click the Call button The number is dialed After the call is connected click buttons on the dial pad to make selections from an automated telephone menu system It s just like using a touch tone phone dial pad 6 Click the End button on the dial pad to disconnect the call dun
171. ort Query 1 When a report is displayed in the Workspace they can edit the query using the Report Assistant menu On the menu bar click Report Assistant point to Report and on the submenu select which part of the query they want to edit The options are Table Design Users and Filters yi IC Business Manager File Edit View Workspaces Tools Report Assistant Window Help Trew amp AX Eph ld Save AS i Report Assistant Ques Export H ji 2 Table Design Select Table Design to make changes to fields and columns that appear in the report When they click Table Design on the Report Assistant menu the wizard page appears with their previous selections Make their new selections and press Next to continue 3 Users Select Users to make changes to the users on which to run the report When they click Users on the Report Assistant menu the wizard page appears with their previous selections Make their new selections and press Next to continue 4 Filters Select Filters to make changes to the filters that display the data in their report When they click Filters on the Report Assistant menu the wizard page appears with their previous selections Make their new selections and press Next to continue 2 3 7 Distributing a Report e Saving a report to a file for distribution 1 To save the report on the menu bar clicks Report Assistant point to Export and on the submenu select which format to export the report to The export
172. pplications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Client Server Applications Email Ernail Mainframe Applicati Ermail Mainframe amp pplicati mee lina to ee RR KL All Skills All Skills English Marketing Product English Marketing Product All Skills English Marketing Product English Progr amming Lang All Skills All Skills English Marketing Product All Skills All Skills Accounting Products Engli AL CL c 6 When Workforce completes the ACD Data Review in the ACD Data Details dialog box click OK 7 In the Scheduling Unit dialog box select the checkbox next to 1 ACD Data Review and click Apply Note This step commits all the SQL which up to clicking this button is a transaction Continue with the following ru c r Fem ate ami SS i KENTUCKY xerox Interaction Center User Manual e Select and weight days used in the volume forecast 1 In the Scheduling Unit dialog box in the Forecast and Schedule Process Navigation section do one of the following gt Double click the 2 Volume Forecasting step Select the 2 Volume Forecasting step and click the Volume Forecasting button Volume Forecasts Schedule Sunday 1107 V
173. priate Access Control permissions in Interaction Administrator can activate or deactivate CSRs from queue The report indicates who did the activating deactivating of the CSR Agent Availability with Activation Similar to the Supervisor CSR Availability Detail report this report lists each CSR and the status changes for that CSR during the given period However the end of this report includes the CSR Activation by Workgroup report described above to indicate changes in CSR activation status in queues during that period Queue Activation by Agent This report lists only each CSR who was activated or deactivated in a queue during the given period and then all of the activation status changes for that CSR s queue s This is similar to the CSR Activation by Workgroup report described above except it is organized by CSR name with queue activation status changes listed together for that CSR CALL SUPERVISOR REPORTS Report Name Report Description Graph Area Code This graph lists all outbound calls by area code The Supervisor can specify all area codes a range of area codes or a single area code The Area Code Summary report provides managers with a picture of regional calling patterns By using this report management can determine the distribution of callers from various regions of the country and decide the best way to handle callers They are not able to specify users or workgroups in this report it shows ALL calls to the area c
174. r of resources required for the lt workgroup gt lt media gt lt skills gt route group The number of resources is multiplied by the shrinkage factor to determine the actual number of resources required lt ASA gt is the average speed of answer Cin seconds for the lt workgroup gt workgroup SL is the desired service level 0 1 inclusive for the workgroup workgroup Occ is the agent occupancy 0 1 inclusive for the workgroup workgroup PCO is the probability of a delay gt 0 seconds for an interaction to be answered 0 1 inclusive P the lt workg groupe workgroup lt DlyDly gt 1s the average TES Cin seconds of delayed interactions for the poste yeu workgroup Q1 is the average number of interactions in the queue for all time even when the queue is empty for the spe idt workgroup Q2 1s the average number of interactions in the queue when all agents are ausy and interactions are queued up for the lt workgroup gt workgroup 00 00 1800 Client server Applications Level 1 Client Server Applications Level 2 Email 7 English Marketing Pro 00 00 1800 Client Server Applications Level l1 client Server Applications Level 2 Cmail 7 Cnglish Marketing Pro 00 00 1800 Client Server Applications Level 1 Emai l 7 Eg teh programming Languages web Interfaces 00 00 1800 Client Server Applications Level 2 Email 7 English Marketing Products operating Systems Ter gana 00 00 1800 Client Server Applications Level 2 Email 7
175. ransfer CtrI E Ctri K Park Orbit Ctrl I Ctrl M Voicemail Ctrl N Ctrl Shift P Properties Ctrl Shift R e Menu Shortcuts Shortcut Alt F 0 Alt F S Alt F C Alt F X Alt V A Alt O R Alt O C Function Logout Change Station Close hide Exit Active Camps Rules Configuration e More Keyboard Tips gt Press WinKey C to pop the client window regardless of the application currently running in the foreground If an interaction is in the user s queue the focus is on My Interactions If a call is not selected the focus goes to the Number field allowing they to make a call quickly Function Disconnect Join Listen In Record Pause Private Assistance Remove from Queue Note The Winkey is the Windows logo key typically located between the Ctrl and Alt keys gt Press F2 to give focus to My Interactions and press F3 to give focus to the Company gt gt Directory When a view in a docked area has focus the user can move between tabs within that If they want to move to a different docked area use Alt left right up or down arrow key A list of recent calls is available from the Number drop down list Eliminate unwanted zone with their left and right arrow keys numbers from this list by selecting an entry and pressing Delete Note These shortcuts work only if an interaction or view is selected before the user performs the action by clicking with the mouse or navigating with the Tab
176. rate volume Forecast For all days Workgroup Media Type SkilSet Offered Completed Aug Talk Time Aug ACW Time Modify Erlang C calculator raph OK Cancel 2 If Workforce have not yet generated this volume forecast the Volume Forecast Generation and Modification dialog box is blank as shown above Click the Generate volume forecast for all days button Interaction Optimizer generates the volume forecast for all existing route groups workgroup skill media type by time slice f volume Forecast Generation and Modification Oy Forecast date Tuesday 11 8 2011 gt Generate volume Forecast For all days ar blob Uta Media Type smsa omera Completed Boi Talk Time Badal ACW Time Modify Erlang calculator Graph m mm Y P em Lau rdi a l X Le n m KENTUCK Y Interaction Center User Manual 9 Xerox 6 gt Forecast date controls at the top of the screen determine which set of volume data is shown on the below list Column Name Description Time This is the beginning of the interval in which the interactions occurred The time of day appears as HH MM Hours are in 24 hour time 00 23 and minutes are 00 59 Workgroup The name of the workgroup to which the Media Type This is the type of interaction call chat or email Skill Set This is the skill set of the CSR s handling the interactions It can be to represent a summary row
177. rd P headcount tsv Notepad m 218 xl File Edit Format View Help i E Ls R R R R R R R 4 Format for Erlang C generated headcount forecast statistics All statistics are given by route group and each line begins with the letter R R lt time gt T lt duration gt T lt workgr oup gt T lt media gt T lt skil1ls gt T lt resources gt T lt shr inkage gt T lt AsasT lt Occ gt T lt P 0 gt T lt DIyDly gt T lt AvgaLenL gt T lt AvqaLen2 gt where T is oo oo oo Q0 o0 oo o0 tab lt time gt is the time of day in HH MM Hours are in 24 hour time 00 23 and minutes are 00 59 NOTE Times are all specified in the time zone local t5 the user running Iateraction Administrator The time is converted from Universal Coordinated Time UTC o1 export and converted back to UTC on import all nume ic stats apply to interactions that take place from time up through the duration duration is the duration of this period in seconds lt workgroup gt is the name of the ACD work group lt media gt is tie media type It must be an integer between 1 and 7 The number represents a din mid d value of the following media types Ca L chat 2 Email 4 skills is the skill set used It can be either empty or to represent no specific skill or can be a separated list lt resources gt is t
178. recasti ng C 4 Scheduling Scheduling ACD Data Review yy IY confirm auto save Cancel Apply Notes a at T P uL ee iT KENTUCKY Xerox Interaction Center User Manual The wide button toward the bottom of the Forecasts and Schedules tab changes text as Workforce move through the scheduling process Double click each numbered step in the navigation list or the button as Workforce performs each step Use the process navigation check boxes as a reference for tracking their progress in the schedule creation process Check them when they are done with a step leave unchecked the steps Workforce have not yet completed e Select a Scheduling Unit 1 In Interaction Administrator expand the Interaction Optimizer container and select the Forecasts and Schedules container All the scheduling units configured in the Scheduling Units sub container that Workforce has the rights to view appear Ld Interaction Administrator Devlah Fie Edit view Context Window Help lej xl P a r ia EF Collective Scheduling Units f o fs Home Site Customer Service Sh Peer Sites Help Desk tbkkest H MADISON ba Licenses Allocation Gag People E a System Configuration ia 4 Response Management FOL Interaction Tracker EE Interaction Recorder E p Interaction Optimizer Configuration Hine ke Activity Types Ls pri Scheduling Units Bis c
179. recasts and Schedules a aero E Time Off Requests mE P m r T m ace z ee 7 d r ie KENTUCKY Interaction Center User Manual xerox y 2 Doone of the following to select the scheduling unit for which to create a schedule The Forecast and Schedules dialog appears for the selected scheduling unit All previous schedule units setup by Workforce will appear under the Forest and Schedules entry list gt Double click a scheduling unit gt Right click a scheduling unit and select Properties Scheduling Unit thktest i E Forecasts and Schedules Forecast and Schedule entries Week Of n Schedule Sunday 1107 11 7 2011 Add Edit Remove Forecast and Schedule process navigation v 1 ACD Data Review optional m 2 volume Forecasting be LI 3 Headcount Forecasting Confirm auto save 3 To create a new schedule click Add In the Entry name box type a name for the new forecast and schedule entry Optionally select a different month in the Start month box and starting date in the Week of box Click OK Forecast and Schedule Entry E4 Entry name Start month October 2006 Week oF 10 15 2006 Ok Cancel Ny y mm m e a n e Xerox C KENTUCK Interaction Center User Manual p X 4 To change the name of an existing forecast and schedule entry select an entry and click Edit In the
180. ription Agent Performance Detail for Queue Agent Performance Summary for Queue This report is for supervisors who want to analyze CSRs and their interaction activity at more of a detail level The Supervisor can select CSRs individually or by queue This report is sorted alphabetically by selected CSR then by date and then showing a line of activity for each of the CSR s queues for each date It also includes a summary line for all of the CSR s queues for each selected day and a grand total summary line for the CSR This report is for supervisors who want to analyze CSRs and their interaction activity at a summary level The Supervisor can select CSRs individually or by queue This report is sorted alphabetically by selected CSR and shows one summary line of activity for each CSR combining all the days specified in the report and combining all queues for each CSR 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 21 of 170 2013 Xerox Corporation All rights reserved Xerox e UE i pe Interaction Center User Manual AGENT QUEUE ACTIVATION REPORTS Report Name Report Description Agent Activation by Workgroup This report lists each workgroup queue and then all of the CSRs who logged in or out of that queue during the given period CSRs with the appropriate Access Control permissions and activate or deactivate themselves from a particular queue Likewise administrators and supervisors with the appro
181. rkgroup or purpose of the report such as Custom or Customer Service Report Mame PREDICTIVE CALLDETAIL PREDICTIVE DIALER ALIE PREDICTIVE DISPOSITIGO PREDICTIVE DISPOSITIO PREDICTIVE FIMISHCODE PREDICTIVE FIMISHCODE PREDICTIVE FIMISHCODE PREDICTIVE REASORCOLD OPS DS DATE QLIELIE OPS 05 DATE QUEUE MI OPS 05 OLELIE GATE OPS 05 QUEUE DATE t3 OPS D QUEUE DATE IF OPS DS QUEUE DATE I OPS DS oUELE PMEDIATYPE Pile i sl ak mil Enter Report Name PS_D5_QUEUE_DATE_C5_CUSTOM Cancel Activity Report by Hour Detail by Agent Summary by Hour Summary by Agent de Distribution e Performance Dake by Queue e Performance Date bv Queue e Performance Queue by Date e Performance Queue bv Date e Performance Queue by Date isEriBubion Queue Performance Queue by Date Distribution Queue Performance Queue by Inte 7 Re sort the list When the Supervisor first copy paste and name the new report it will show up at the end of the report listing They can re sort the list alphabetically by clicking on the column heading Report Name mr E Rs X a n Xerox KENTUCKY Interaction Center User Manual e Modifying a report by changing a Flexible Field 7 In the list of reports double click on the report they want to modify probably their newly created report to open it up for editing 8 b In the resulting Report Configuration dialogue select t
182. rough e mail In the Destination of Report dialog select the Email check box In the Email Addresses drop down list enter a valid e mail address to which to send the report and click add to add the address to the field on the right Repeat step two to add additional e mail addresses to the list To delete an e mail address select the e mail address and click remove In the File Format drop down list select the file format for the report Save the report to a file In the Destination of Report dialog select the File check box The fields in the File area are now made available Click the File Location drop down list choose a file path and then click add to add the file paths to the list box on the right The system saves the report in the file path locations in the list box on the right Repeat step two to add additional file paths to the list To delete paths from the list box select the path and click remove In the File Format drop down list select the file format for the saved report file Use the Overwrite Freq drop down list to determine when to overwrite report files The default values are Daily Weekly Monthly Yearly or Never Send the report to a printer In the Destination of Report dialog select the Printer check box The fields in the Printer area are now made available In the Printer Location drop down list select the printer name to which to send the report Click Add to add the printer location to the list box on the
183. rt Date check box to run the report at the next scheduled time gt Run Report End Date drop down list Select the date to stop running this report If no stop date is required select the No End Date check box to run the report according to the schedule gt Report Parameters This area displays the list of parameters for this report as configured in Interaction Administrator VN ON a F La xerox e KENTUCKY Interaction Center User Manual 3 If the Supervisor chose New Interaction Reporter Report the Interaction Reporter Report Info dialog opens Complete the following fields to Scheduled Reports Report Information Interaction Reporter Interaction Reporter Report Info Filter C LIsergdevlab user Desktap E s Interaction Reporte Mame amp ceountCodeCallDetalbvDate IC User lbigeastadmin 0000000000000 IC Passyyord EE IL Server qc bigeast qcloud tresxt Aun Report Start D ate 201 S01 30 Iw Mo Start Date Hun Report End Date 2013701320 I Mo End Date Report Parameters Hame Type VW alue Subtotal Buy Parameterv al By Month By Week Humber Cancel I ext Filter Type the name of the Interaction Report filter or click the Browse button to search for the i3filter file Name field Type the name of the Scheduled Report gt IC User Type the IC user credentials gt IC Password Type the IC password gt IC Server Type the nam
184. rt also provides a graph that sorts the number of ACD calls entering a queue by queue name and includes a summary graph page named Grand Total Sum ALL Queues combined This is an interval report so it shows calls broken down by intervals If the Supervisor runs it over multiple days they can see which interval half hour of the day tends to be the busiest and the slowest etc This can help with staffing This graph plots the maximum wait to answer time of calls during each interval of the specified date range This graph sorts the maximum wait to answer time by queue name by reporting interval showing interval statistics and a graph for each selected queue It includes a summary graph page for all queues combined and a summary line of max wait time for all queues combined The QPS Abandon report displays the percentages of all ACD interactions abandoned at the various service level thresholds The service level thresholds are determined by their settings in Interaction Administrator This report includes interactions answered interactions entering the queue and the percentage of interactions abandoned at each service level threshold xerox e Queue Period Statistics QPS Abandon Report Accumulative Percentage Queue Period Statistics QPS Response Report Queue Period Statistics QPS Response Report Accumulative Percentage Distribution Queue Performance Date by Queue Distribution Queue Performance
185. rvice Level percentage It is based on the number of interactions responded to within the time specified This percentage would be achieved if the number of CSRs indicated in the row were taking interactions The Occupancy percentage It is the amount of time a CSR would spend handling interactions during the given time slice as a percentage of their total time available to take interactions The probability of a delay greater than 0 seconds meaning the probability of not getting an immediate answer The average delay of all delayed calls It is based on only those calls that are actually delayed The average number of interactions in queue at any given time including times when there are not interactions in queue The average number of interactions in queue when all CSRs are busy and there are interactions in queue Xerox am Ps Interaction Center User Manual 2 To adjust the number of CSRs and Shrinkage factor en masse in the Headcount Forecast Generation and Modification dialog box click the Modify button or click Cancel on the Headcount Forecast Data Modification dialog box The Headcount Forecast Data Modification dialog box appears PUE IET Forecast Data Modification Ir x Workgroup Media Type Client Server Pilea Call Operating Systems Engli x Select all Agents I 10 Yo Shrinkage 0 Yo 3 Select the route group s and adjust the number of CSRs required and the shrinkage
186. s Week Of E test 3 10 2008 a Schedule Fram Sim ZI T schedule From Erlang ve Schedule From Sim l Schedule From Erlang Future Test 2f25 2008 test5 2111 2008 test4 1 28 2008 test3 114 2008 best 1isizone ll Copy as Schedule From Erlang OK Cancel e Duplicate Workforce can duplicate both published and pending schedules They can also duplicate an unpublished schedule to experiment with it without making changes to the original If a schedule is currently in effect they can publish only a copy of the currently published schedule 1 In the Scheduling Unit dialog box select the Scheduling step and click the Scheduling button In the Scheduling dialog box select a schedule name and click Duplicate The duplicated schedule appears 2 If any time off requests were approved between the time the schedule was generated and when the Supervisor copy it the Apply Time Off Requests dialog box appears Apply Time Off Requests The time off requests listed below have nat yet been applied to this schedule Would vau like bo apply them now Start Time Lefty Full Day 08 00 1o 23 2006 10 23 2006 Mote IF No is chosen and this schedule is saved vau will not be prompted to apply the listed requests again which may result in Ehe agentis being scheduled during the requested time off periods Ves Mo Xerox 6 KENTUCKY Interaction Center User Manual 3 Do one of the fo
187. s and supervisors can use this report to find all outbound calls and who is servicing specific accounts Lists the number of calls processed by each extension during each hour of a specific time period Analyzes call volumes for a given time period Each hour is broken out with numbers of calls processed by each extension during each hour Shows the area codes dialed out from the system and the duration of calls to each area code within a particular country This is sorted by country code and then area code The Logical Component One refers to a subdivision of the called number that is normally used for the area code XXX 999 9999 in the United States but may have other uses in some other countries Shows the exchanges dialed out from the system and the duration of calls to those exchanges within the specified area codes This is sorted by country code and then by exchange The Logical Component Two refers to a subdivision of the called number that is normally used for the exchange 999 XXX 9999 in the United States but E a E xerox e T KENTUCKY Interaction Center User Manual Supervisor Number Search The Number Search Report is a tool for managers and system administrators who wish to track down the callers of specific numbers Station ID Detail The Station ID Detail report shows the Station ID information by date for a selected range of stations This report information includes call duration end
188. s they are monitoring changes his status Tasker Moreen B available No ACD Time in Status 0 00 15 Lagged In NTASKERSIP Call Now Stop Camp Options Ea r xerox e E Kentucky f Interaction Center User Manual 4 1 10 Using the Dial Pad The Dial Pad enables the user to a dial phone number to place a call send DTMF tones to a connected call make selections from an automated telephone menu system or end a connected call They can also use the Dial Pad to dial and make another call while the selected interaction is on hold The Dial Pad can also send DTMF tones through a connected SIP Soft Phone e To display the Dial Pad 1 Do one of the following The Create New View dialog box will appear From the File menu chose New View Right click a tab in the area where the user wants to add a view and click New View 2 From the Categories list select Dial Pad 3 In the Views list select Dial Pad Then click OK The Dial Pad view will appear in Interaction Client e Use Dial Pad 1 Display the Dial Pad 2 Do one of the following Click the appropriate buttons on the Dial Pad to dial a phone number Select the Dial Pad tab and type the phone number on the user s keyboard 3 One of the below items happens If they do not have a connected interaction or the selected interaction is on hold the numbers appear in the Number field Click the Make Call button and the number is dialed If they have a connected
189. sistant File and click OK The Interaction Report Assistant Open Interaction Report Assistant File dialog is displayed Use this dialog to open Recently Viewed Reports or Open An Existing Report from a saved Interaction Report Assistant file 5 Lreate Sew Fiew ar m r i J 8 Lui oF GHJI mn ELULE PT Historical Reports eer Open Interaction Report Assistant File LL Jnterachan Reporter Open a saved Interaction Report Assistant query ra Interaction Report Assistant m Open Interaction Report Assistant File Recently Viewed Reports Cien An Existing Report Report Path gg e e De m E ji KENTUCKY HEAL IH LEREHEPET EIHRINCRN Xerox D gt Interaction Center User Manual 2 3 4 Recently Viewed Reports 1 To open a recently viewed and saved report in the Open Interaction Report Assistant File dialog under Recently Viewed Reports select a saved report file and click OK The Interaction Report Assistant query is displayed Wirnrd selechon Package Agent S ah Layout Table Date criteria From 86 1 2011 12 00 00 AM To 6 20 2011 11 53 59 PM Report Orientation G Poma C Landscape nce the epot n generated you can eddy edil your selectors From the Repat Assatant menu chch Repot then select a Wicard page 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 50 of 170 2013 Xerox Corporation All rights reserved amm ee s sae T KENT ucky Xerox Interaction C
190. supervisors and managers to analyze all of the questions score ranges types of questions weights and other possible values available in a questionnaire Interaction Recorder Scoring Summary This report summarizes the questionnaire scores for each Interaction Recorder questionnaire in the specified range It lists a summary line for each scored recording under each questionnaire name included in the report Recordings that have not been scored will not appear in the list The summary line provides an overview of how an CSR performed on each recorded scored interaction in 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 31 of 170 2013 Xerox Corporation All rights reserved s m a La M O e NX Xerox Y 2 KENTUCKY v Interaction Center User Manual s thera Interaction Recorder Scoring User Summary This report summarizes the questionnaire scores for each IC user and Interaction Recorder questionnaire in the specified range It lists a summary line for each scored recording under each user name included in the report Recordings that have not been scored will not appear in the list The Summary line provides an overview of how an CSR performed on each recorded scored interaction in the range Deleted Recording Audit by Date The Deleted Recording Audit by Date report is an Interaction Recorder report that displays deleted recordings by Date and Time the Recording was deleted and then by User ID Deleted
191. t s voicemail e Consult Opens the Consult Call dialog box and allows them to select the Consult button to speak to the transfer recipient while their caller stays on hold or the Caller button to speak to the caller without exiting the transfer operation or the Transfer Now button if the recipient answers the phone and agrees to the transfer xerox 6 E KENTUCKY Interaction Center User Manual 1 2 5 Record the user s personal prompts ww Mente P oVocenas Fer P994 Q uy petentem Bing Sound Devine Alert fcn fedem Ste amp v ode eer AD Record Qut Of Otter Ed e Mec oed tte vomer Wesiege antares Record lobya Me Mi iage I Ve Lect try Record Mex crd Agent orate Crstocd Craherg baiard Areson forward Ning 1 Open the Options menu click Configuration expand the Calls node and click Personal Prompts In the Personal Prompts page click the button of the prompt they want to record Interaction Client initiates a call to their station Pick up the call and record the prompt thenpress 1 to end the recording To review a recorded prompt click the Preview button To return a prompt to a generic recording click the Reset button Click Apply to save their changes p E au 1 2 6 Help If the CSR has a question about how to do something open the Help menu and click Help Contents or press the F1 key then click or search for a topic on which they want more informati
192. t Tharday sepiemberLDs3 2010 11 42 25 H zx 113423 1195 112000 200M 11627 112922 2100 m0m 112548 i 1 210m 210m zimm 11222715 11 42 10 11 840 11524 1122235 linm 210m 200 10m 21000 226 1 44 44 210m Ea 1970000 1128 53 2100 160m0 160000 11 41 10 114020 1122 12 2100 112525 112544 210m 210m 112431 ES Za INTERACTIVE INTELLIGENCE Out of Adherence Fa Out hh mm ss Adherence 11 193 a1nD5T AOS A223 AT 523 MEELES AOS ST sy oo n 71433 AOS Ses ign nn ign nn 200 nm 213 05 Q1n593 11465 10503 AOBTIB mg ass ag 209 i2un nm AT B2 38 403 ign nn 88 3794 200 00 3563 gn55 3 193 200 nm i nnn 5238 1130 1146 ns 293 200 nn AOS Sn mm ss 200 nn 200 00 AOS 553x 03216 Page 11 2014 234 357 235 Yon ni Adherence 11 19 C1087 3 E8429 C14T 5233 TELES E8213 6100 Dm ET1 4 35 EB BEY C 1DD DD 3 6100 00 6100 00 113 D533 1D 935 114 535 C10 90 E8185 3 EEES ES1D3 6100 00 C147 52 38 1D3 C 1DD DD 3 1 539 6100 00 336 C8095 BEES 6100 00 6100 00 52383 11 40 11 16 eB 29 100 Dm 3 ES SOK E8853 100 00 100 nm E855 C325 c KENTUCKY Interaction Center User Manual Xerox Report 5 Adherence Summary Percentage by User Date This report displays duration total of exceptions percentage in and out of adherence by date and users in the schedulin
193. t helps decode media column to the combinations of media each integer represents 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 134 of 170 2013 Xerox Corporation All rights reserved Ea CE xerox e T KENTUCKY Interaction Center User Manual Integer Value Media Type Call Chat Call Chat Email Call Email Chat Email Call Chat Email Skills This is the skill set used It can be to represent a summary row to represent no specific skill or can be a separated list Resources This is the number of CSRs represented by an integer required to handle all interactions in the staffing group Shrinkage This is the calculation to factor in unscheduled events during a shift such as a long break or longer than expected lunch It is also called the Non excused shrinkage factor The following is a description of the W workgroup or Staffing Group records in the exported file Column Name Description Time The time of day in HH MM Hours are in 24 hour time 00 23 and minutes are 00 59 Times are all specified in the time zone local to the user running Interaction Administrator The time is converted from Coordinated Universal Time UTC on export and converted back to UTC on import Workgroup The name of the ACD workgroup ASA The average speed of answer in seconds for all interactions Occ The Occupancy percentage It is the amount of time each CSR would be han
194. t performance improvement and customer satisfaction available in CIC s all in one platform enables organizations to link Quality with the Voice of the Customer and better support coaching or evaluation efforts Rule Conditions Different organizations may have very different business requirements for surveying customers Yet often existing bolt on or even custom solutions offer only limited options for survey call selection To offer more flexibility Interaction Feedback allows multiple rule conditions for each survey A rule condition is a set of criteria that Interaction Feedback evaluates to determine if a call should receive a survey invitation Because Interaction Feedback is tightly integrated to the Interaction Center platform a user can define custom attributes of a call to survey such as the results of a database lookup and use those attributes to trigger a survey invitation Configurable selections allow survey authors to define which calls receive a survey invitation and under what conditions based on parameters such as Workgroup ANI DNIS Every nth call frequency Maximum number of surveys per day Day Date Time selections Call attribute Survey Prompts Users can specify general survey prompts to be used for things like the survey invitation that asks a caller to participate or a confirmation of that caller s opt in that thanks them and reminds them to stay on the line following their interaction Pre conf
195. teraction Center User Manual IVR Summary 2013 Xerox Corporation All rights reserved Date Time Range 10 12 2D04 10 12 00 10 13 2004 10 12 08 Site ID Range 0 099 Level Site ID 100 Application Calls of Total Avg IVR Total Time of Total Repeated Entered Calls Duration Calls Application 2004 10 12 254 41 7856 700 05 2023 15 03 2004 10 13 TA 12 090 700 03 428 3 51 333 54 TT 95 00 04 24 51 19 54 0 Application Error Handling 2004 10 13 1 D 1896 00 00 00 00 0 00 a Error Handling d 0 16 00 00 00 00 0 00 0 Application Extended Menu 2DD04 1D 12 110 18 0896 00 43 01 19 23 82 4395 1 2004 10 13 24 3 0596 00 28 11 33 6 08 0 Extended Menu 134 22 04 00 41 01 30 56 71 525 1 Site ID 100 468 00 15 01 35 47 1 Application 2004 10 12 23 3 78 700 00 Do na 0 08 0 2004 10 13 1 D 1896 00 15 00 15 0 20 a 24 3 55 00 04 200224 0 23 0 Application Extended Menu ZDD4 10 12 oF 15 2596 00 06 10 D6 T 04 1 2004 10 13 2 0 33 70000 100 00 0 00 0 Extended Menu 33 16 28 00 06 10 06 7 34 1 Site ID 101 123 00 05 10 27 1 Application Page 1 of 3 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 76 of 170 Xerox Interaction Center User Manual IVR Exit Path Date Time Range 10 12 2004 10 10 11 10 73 2004 10 10 11 Site ID Range Dogg Level 3 EES Site ID 100 Calle Extted of Calls Avg IVR Total Time Time Menu Exit Path Duration H Workgroup Queue 21 21 00
196. ting table Call Detail Record CDR While some fields pull raw data from the Call Detail log most fields appearing on the report are calculated values using raw data and formulas in Crystal Reports Log field names and or calculations and descriptions for each report field Summary Report Detail Field Summary In DNIS DNIS obtained for an Not applicable inbound call from the network BM Call coe a Total time spent on Sum CallDurationSeconds Duration calls for the specified DNIS Average CallDurationSecond Average amount of Sum CallDurationSeconds Duration s ConnectedDate time spent on calls Count ConnectedDate with the DNIS Detail M Time Not Time the remote number Name RemoteName Calling party s name Not applicable if information is passed with the caller ID O7 1050 7JN1 2 Kan ti im ye U 125 2U12 Kentucr LEPI ef E Description Calculation Health Benefit Exchange C yh ANA 7911 Varav C 2013 Xerox Corporation All rig T Of LC c C M X ts ved VM A Xerox e S keruekv 07 Interaction Center User Manual User LocalUserId User ID as defined in Not applicable receiving call Extension LocalNumber Local phone number Not applicable of the extension number receiving the call Station ID CallDurationSecond Not applicable S specified DNIS call Call CallDurationSecond Duration of call Not applicable Duration expressed as hh mm ss Hold Time HoldDurationSecon D
197. tive CSR dropdown list do one of the following Select a specific CSR Select all CSRs in a designated workgroup In the Request section select a begin date in Begin and select an end date in End In the Request type section select Full day or Partial day or both types of time off request In the Request status section select any or all of the possible time off request states Pending Approved or Denied 6 After Workforce selects the search parameters click the Search button Time off requests that match their search criteria appear in the Time Off Requests list pi Time Off Requests Configuration Time OFF Requests Scheduling Unit Internal Technical Suppor Agent tt Request time Request type Iw Full day v Partial day Request state Pending IY Approved v Denied C All requests Future requests C Requests for 10 20 2006 oF Search Start Time BillK Full Dav 08 00 10 21 2006 10 21 2006 Approved LeftyF Full Dav 08 00 10 23 2006 10 23 2006 Approved Warrenl Full Day 08 00 10 31 2006 10 31 2006 Pending Remove Time aff requests Approve Deny 251 Confirm auto save Cancel Apply o Hp F x E c P NE C Xerox C KENTUCKY 1 Interaction Center User Manual Add a request In the Time Off Requests Configuration dialog box click Add The Time Off Request dialog box appears Time Off Request x
198. to place the call for them 4 1 6 Call Transfer Shortcut Keys Transferring a call without speaking to the intended recipient is called a blind transfer Use a blind transfer if the user does not need to speak with the recipient before transferring the call If the intended recipient does not answer the call is sent to the recipient s voice mail Transferring a call after speaking with the intended recipient is called a consult transfer Use a consult transfer if the user needs to speak with the recipient before transferring the call If the intended recipient does not answer the phone they can resume their conversation with the caller transfer the call to the intended recipient s voice mail or try transferring to another person e To transfer a call by selecting a directory entry Select a call then select a directory entry and press Enter This transfers the selected call to the default phone number or extension for the selected directory entry xerox 6 1 2 3 T KENTUCKY Interaction Center User Manual To use any of the following shortcut keys Select a connected call Select the appropriate directory entry Press the shortcut key combination to transfer the call to one of the alternate configured numbers for the user Shortcut Keys Transfer To After Consultation Operator Console Keyboard Shortcuts Enter Toggle a connected or alerting call between connected and hold states or transfer the currently selected c
199. up name This graph shows the number of outbound call attempts per hour for each line LineID during an interval the Supervisor specifies Outbound call attempts include all calls including wrong or invalid numbers busy calls etc Evaluates the number of lines required to handle line traffic at half hour intervals An advanced report for system administrators to evaluate lines required to accommodate line traffic Simply defined an Erlang is the total line usage divided by the number of seconds available on one line in one hour e g One Erlang is equal to one full hour of conversation The Erlang can be used in an Erlang calculation to help determine the number of lines necessary to handle the call activity This report shows all intervals a report line group had when all lines were busy Use this report to evaluate line traffic distribution and the need for line resources This report shows all intervals during which a report line group had all lines busy and the line group had a grade of service less than the grade of service report parameter value entered during runtime Use this report to evaluate line traffic distribution and the need for line resources This report shows the line group membership and the line configuration information to assist configuration management and problem resolution Line Group Least Used Trunks by Day This report shows the least used lines for each reporting line group for a specified d
200. upervisors can set the goal to 10 seconds 60 seconds or more depending on the environment settings This graph sorts abandoned calls in the 1st service level by queue name and includes a summary graph page named Grand Total Sum All Queues Profile of Calls Answered in the 1st Service Level This graph plots the number of answered calls in the 1st service level during each interval of a 17 4A40L 0X14 I anamntiic l Wan 07 15 2013 Kentuck y Hea MA 20192 Yarny Carnnratinn N inco racarvac 2013 Xerox Corporation All rights reserved th RDannanfit Cvrhanan Onntart mma Jann DF nf 4 th Benefit Exchange Contact Center Page 27 of 17 xerox e Profile of Calls Entering ACD Profile of Maximum Wait to Answer Queue Period Statistics QPS Abandon Report E E Kentucky f Interaction Center User Manual specified date range The service level tells managers the percentage of calls answered within the goal of X seconds Supervisors can set the goal to 10 seconds 60 seconds or more depending on the environment settings This graph sorts answered calls in the 1st service level by queue name and includes a summary graph page named Grand Total Sum All Queues This report shows the number of calls entering an ACD queue during each interval of the specified date range An entered call occurs when a call enters a queue regardless if it is answered goes to voice mail etc This repo
201. uration that the call Not applicable ds was in a hold status hh mm ss e Additional Information In order to allow any pre defined post interaction handlers to make modifications the data for the Call Detail Record table is collected one minute after an interaction ends disconnects Any handler modifications are therefore made before the actual statistics are logged Because information is collected only on the final user who touched an interaction in the Call Detail Record log the DNIS Detail report is not intended for use in evaluating Users rather for reporting on volume and attributes associated with calls placed on specific DNIS numbers Due to only the final User information being recorded in the log as well as the Call Detail Record table not being associated with specific interval settings such as the interval queue and line statistics logs this table has very limited relationships with other tables that are used for reporting Analysis of database requirements of IC demonstrates that the collection of DNIS statistics significantly increases the amount of data collection In order to activate DNIS collection in the Queue Period Statistics table DNIS data collection must be activated It is activated in Interaction Administrator Server Configuration open the main container for editing Report Configuration tab gt check the Generate DNIS reporting data check box 177 14L 5 n141 antiichn H
202. vities of the Interaction Optimizer published schedule for an individual Use this report to view planned activities for an individual s work load based on an Interaction Optimizer schedule generated for anticipated workload This report shows start and stop times for each activity and includes Total and Paid hours Individual Schedule Summary Schedule Publish date l z22 O05 2006 00 00 00 O99 8010 23 59 58 l 22z INTERACTIVE INTELLIGENCE Users Username Beth Collier Schedule Sunday a1 Total hours Paid hours March Week 3 Monday az 2H 09 15 00 Total hours Paid hours 10 30 00 Tuesday S230 Total hours OF 00 00 Paid hours Wednesday SAM Total hours 10 00 00 Paid hours Thursday 22510 Total hours OF 00 00 Paid hours Saturday a7 Total hours 09 14 00 Paid hours Break zn Break 30 00 Break 15 00 Break 30 00 Break 15 0 0 Break 30 00 Meal 730 00 30 00 zu 30 00 30 00 20 00 ACE Meal ACD Meal ACD Meal ACD Meal ACD Meal 03 15 00 09 30 00 06 45 00 09 00 00 08 15 00 ACD 08 45 00 w eekly paid hours Print D ate Thursday September 09 2010 12 16 52FM Page 1 af 3 527 Note The parameters for this report are the specified a Schedule Name and a start and end range to include in a report Workforce can also specify a Published Date and user names to include in a report V M FT E KENTUCKY ts i xerox u Interactio
203. w The bottom grid displays the results of the simulation s expected performance parameters by workgroup by time slice note that the media type and skill s are not listed in this item Summary of the Staffing Group columns top grid ommna O OO eeno Workgroup s This is the ACD workgroup s portion of the Staffing Group identification Media Type This is the type of interaction the CSR could handle The type may be call chat or email This information is not based on historical ACD data This is also the Media Type portion of the Staffing Group identification Skill Set The skill set s of the CSR s in the staffing group There may not be an associated skill set or there may be a single skill set or multiple skill sets separated by pipe CSRs The number of CSRs represented by an integer required to handle the interactions in the Staffing Group Shrinkage The calculation to factor in unscheduled events during a shift such as a long break or longer than expected lunch It is also called the Non excused shrinkage factor mmm a aa ol xerox e E Kentucky Interaction Center User Manual The number of CSRs multiplied by the Shrinkage factor This number may not be an integer and thus can be thought of as FTEs full time equivalents rather than whole CSRs Summary of the Group columns bottom grid ommna O OOO eeno Workgroup s The ACD workgroup portion of the route group The average speed of
204. wing gt Click Replace Data to replace the existing headcount forecast data with the data in the import file gt Click Merge Data to merge the existing headcount forecast data with the data in the import file 4 Click OK The imported data appears in the Headcount Forecast Generation and Modification dialog box Headcount Forecast Generation and Modification Forecast date Generation method Import Tuesday 11 8 2011 gt lt i 8l Generate headcount Forecast for all days Workgroups o cr Ar AIC Om 11 00 4h Marketing Call BREE ere EE re rere Peer rere reer er ee eee ere ere reer rt a TIRES Modify Graph 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 130 of 170 2013 Xerox Corporation All rights reserved m LD 6 Lee SS Xerox Y ie KENTUCKY f d Interaction Center User Manual e Exported headcount forecast data This section details the formats used to save exported headcount forecast data Workforce can use this saved headcount forecast data when generating a new schedule They can also import this data to an Excel spreadsheet gt Erlang C headcount forecast data If Workforce exports Erlang C Headcount Forecast data the data is saved in the following format This is a screen of exported data the columns do not look lined up since there is exactly one tab delimiting the columns This data file can be imported into Excel with the Text Import Wiza
205. xerox Kentucky Health Benefit Exchange Contact Center Interactive Intelligence Interaction Center User Manual 20130715 Version 0 02 xerox e 1 1 1 2 Zhe 2 2 29 Table of Contents Customer Service Representative Managing Phone Calls 144 Leere e creen eene eee ee eee eee enne eee eee ette tnaae 1 1 1 Log on 1 1 2 Set the CSR s status 1 1 3 CSR Status Codes Using the toolbar unm 1 2 1 Answer a call 1 2 2 Place a call on hold 1 2 3 Disconnect a call 1 2 4 Transfer and park calls 1 2 5 Record the user s personal prompts 1 2 6 Help Customer Contact Center Supervisor Phone Features FUNCTIONS cccccccccssscccccsccsscccccccccssscccccccccccscccccccsssssesess 2 1 1 Polycom Unit Quick Reference Interaction Client Procedures Features ossseeoosseecsssscosssseccsssecsssseeso 2 2 1 IC 4 0 TUI 2 2 2 Manage Voice Messages 1 2 2 3 Send Voicemail 4 2 2 4 Manage Personal Options 5 2 2 5 Access Company Directory 6 2 2 6 Initiate Office wide Alert 7 2 2 7 Access Mailbox Subfolders 8 2 2 8 Access Outlook Options 9 2 2 9 Managing Phone Calls 2 2 10 Transfer and Park Calls 2 2 11 Working Voicemail 2 2 12 Conferencing Option 2 2 13 Interaction Client Options 2 2 14 Tips for the Advanced User BEES TOT EDU T mU NTENM MM 2 3 1 ICS Report Listing 2 3 2 Creating Reports 2 3 3 Open Interaction Report Assistant
206. y from desk ODF 51 40PM Avaliable No ACD m40 54 20PM Away from desk Drs tor TIPM ANallabie Ho ACD 5025 4 47 48PM Away from desk 1323 4 amp 5111PM Awvallabie No ACD 12 4 56 23PM Gone Home IND 4 Flage Logged Im And Logged Hon Aod Logged CRI ACW In in 2HD 2084 Etate Duration DXr Do BLD q7 56 56 X Xr Do Gone Home 7033 741 3046 Pay Tom desk 0 02 741 32AM Avallable WAH 03 4 7 41 35AM ANallabie No ACD 01 59 TAZAM Away fom desk 17 38 7 81 13AM Awvallabie No ACD 4725 8 amp 25 38AM Away from deck mir 64 8 25 SAM ANvallabie No ACD 012352 E 5z37AM On a Conference Call 25030 10 17 7404M ANallabie No ACD 22713 10 46 53AM Away from desk dtd 10 58 4 2M ANallabie No ACD 31 31 1UDOC1 3M Gone Home 00 45 1UDOCSBSAM Gone Home 00 00 Page i ong 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 81 of 170 Xerox Interaction Center User Manual Agent Performance Detail for Queue by Interval O9 22 2004 15230744 D3 23 2DO04 1530044 00 00 00 23 58 58 Alan Snyder Relationship Managers BM ACD PM SOD PM BODO PM BZXEDO PM FORO PM D Bn D Oo B FDO PM O00 PM XD BECXIEDE PM 07 15 2013 Kentucky Health Benefit Exchange Contact Center Page 82 of 170 2013 Xerox Corporation All rights reserved D KENTUCKY Interaction Center User Manual age e MEER xerox 6 Graph Profile of Average Speed of Answer Loge 10 12

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