UCCE Apps

Summary
An app can be display the callers previous interactions to the Agent via a Finesse Gadget and also be used for intelligently routing previous callers

• Customer Policy Number
• Queue Name
• Start Queue Time
• End Queue Time
• Agent which Handled the Task (chat / voice)

• just before task enters a queue - send to App Gateway (App Gateway - as able to use for chat as well as voice).
• Send in
  • Policy number
  • Calltype (~Queue Name)
  • RouterCallKeys
  • Timestamp - use the database to create this field - and so not have to send it.
• With a voice call we could use a End Call Class to send an update when call is abandoned / routed to agent - but we cannot do this for chat so - best not to bother and use a difference approch.
• When call is routed to an agent - call a workflow (or use a custom gadget) to update a web service call which will update the database. It would send the following info:
  • Policy Number
  • Queue Name? (do we need to - do we set in a call variable or is it available in a ECC Variable?)
  • RouteCallKeys
  • Other custom fields

The Database would have a row for each enter and a type. E.g.

• Queue Start type
• Agent Answered
• Abandoned

The Abandon events would not be possible to update via the script or finesse - so would need to be capture every 60 mins? from TCD Table. Run TCD query for all records matching your routercallkeys in the previous hour and where calls are abandoned and then an insert. Likely need a manual script to do an update in case the auto script failed to update all records etc.

Use a store procedure to run a query against the RCD - which includes queue time and if call is abandoned (448). Simpler that using TCD and we could use DBDateTime or potential the Recovery Key. Using the Recovery Key is nice - as it means if any issues with the script running it simple to update it. So we store the latest Recovery Key in the custom table - and then run the query against RCD for all Recovery keys greater than this up where call is abandoned and Policy number exists

• Scheduled Script which runs against Configuration to determine current skillgroup membership.
  • Select a Skillgroup / Precision Queue / Attibute? and determine the number of agents who have this - as well as the actually members.
    • Then Select X number of other predefined Skillgroups and determine how many of the same members of also members of these skillgroups.
    • Get in percentage terms. Write to Database or static text file which can by placed on Web Server.
    • Then retrieve the record via App Gateway every X mins via an Admin script and update a CCE Variable - which is used in a customer function to calculate EWT.