Interaction Designer Printed Help PureConnect powered by Customer Interaction Center® (CIC) Last updated May 03, 2018 Abstract This document is a printable version of the Interaction Designer Help. Table of Contents Tools ....................................................................................................................................................... 3 Tools What is new in CIC 2018 R2? CIC 2018 R2 introduces the following changes: PureConnect data privacy feature Customers can prevent potentially sensitive data from appearing in trace logs. See Tools impacted by the PureConnect data privacy feature. Report Tools Report E-mail (updated) Rest Tools Array Parser (updated) JSON Parser (updated) REST HTTP Request (updated) Tools Each tool has the ability to perform a specific action in a handler. For example, the Assignment tool creates a new variable and assigns a value to that variable. When a tool is dragged from the Tools page of the Design palette into a handler or subroutine, it becomes a step in that handler. As you link these steps, you create and order the series of actions that become the functionality of the handler or subroutine. You can view the help for a specific tool by selecting that tool on the Tools page of the Design palette and pressing the F1 key, or by selecting a step in a handler or subroutine, and pressing the F1 key. Each tool has properties that you can configure. Double-clicking a tool in the layout opens the property sheet for that tool. Each property sheet has a General page where you can give the tool a new name and write a description of that tool’s purpose in the handler. Each tool might also have an Inputs page and/or an Outputs page. You can configure the way a tool behaves by changing the parameters on the Inputs and Outputs pages. Note: A few of the tools have notebook pages with labels other than Inputs or Outputs. If you encounter one of these tools, see the documentation for that tool for more information on how to configure that tool. The Tools page of the Design palette organizes related tools into categories. For example, all of the tools related to opening, closing, and retrieving data from a database are grouped together under the Database category. The Internet category contains tools for setting up chat sessions and sending HTML documents. Each group of tools is described in that tool category’s introduction. You can access these introductions from the Contents page of this online help system. See Also Power Tools Initiators ACD Introduction to ACD Tools This topic describes the ACD (Automatic Communication Distribution) features of CIC. Specifically, it defines ACD in CIC, describes the parameters CIC monitors to make ACD work, and the ACD processing flow. Before you begin configuring CIC's ACD, be sure to read the CIC ACD Processing Technical Reference located in the PureConnect Documentation Library. This technical reference also contains information about how to configure email for a custom workgroup. ACD in CIC In CIC, ACD is the intelligent routing of interactions (like calls and chat sessions) to available agents in Workgroup queues. CIC uses assigned skill requirements to intelligently route incoming interactions to a qualified, available agent. Agents are assigned skill levels and other attributes in Interaction Administrator. CIC can route calls based on the following: • Agent skills • Agent cost • The amount of time an agent has been available • Custom agent attributes that you create in Interaction Administrator • Call priority • The amount of time a call has been holding in a queue • The amount of time a call has been connected in CIC Click on one of the tools below for more information about that tool. ACD Agent Category ACD Initiate Processing ACD Interaction Details ACD Reassign Interaction ACD Remove Interaction Skill ACD Select Agent ACD Select Interaction ACD Specify Interaction Category ACD Specify Interaction Skill ACD Statistics (Interaction) ACD Statistics (Queue) Agent Log On Agent Log On Remote Agent Log Off Release Agent Lock Release Interaction Lock Replace Interaction Reset In Queue Timeout Stop ACD Processing Workgroup Agent Activate Workgroup Agent Deactivate ACD Agent Category This ACD tool assigns an agent to a category. Categories allow you to create subsets within workgroups. If an agent belongs to a category and a call or chat session is assigned to that category, then only agents who are members of that category will receive that call. For example, if a call is assigned to category A (with the ACD Specify Interaction Category tool), then that call (either inbound or outbound) is assigned to an agent in category A. Categories are less persistent than ACD skills because they are held in memory on the ACD Server. When you restart CIC, all category information is removed. You can remove an agent from a category by executing this tool with the Add Agent to Category option cleared. Interaction Dialer assigns agents to categories without using this tool. Inputs Agent Name The name of the agent to assign to the category. Category Name The name of the category. If the category does not exist, this tool creates it. Add Agent to Category Select this option to add the agent to the specified category. Clear this option to remove the agent form the specified category. Exit Paths Next This tool always takes the Next exit path. ACD Initiate Processing This ACD tool starts the ACD processing for a telephone or chat interaction. This tool should be called when an interaction is on a workgroup queue. When this step executes, the CIC server selects an appropriate agent from the workgroup queue on which the interaction currently resides. For example, if the interaction is on the Technical Support queue, then the members of the Technical Support workgroup are considered to be agents of that workgroup. All available members of that workgroup are considered agents who might receive the interaction. In this tool, you’ll also specify the weights used to calculate Agent score, interaction score, and other values used in ACD processing. See Configuring ACD Processing in the CIC ACD Processing Technical Reference located in the PureConnect Documentation Library for more information on how to configure the parameters in this tool. Note: This tool generates a ACDProcessQueueItem event that starts the ACDAvailableInteraction handler. Inputs Call Identifier The identifier of the telephone or chat interaction on which ACD processing is performed. Weight for Agent Skills This input is used when multiple agents are vying for one call and indicates the level of importance for Agent Skill in the Agent Score formula. Agent skill levels are assigned in Interaction Administrator on a User or Workgroup level. Specify the skill requirements for a call using one or more ACDSpecifySkill steps before this ACDProcessCall step. If Agent Skill is more important for you than Agent Cost, Agent Available Time, or some other custom attribute, weight this parameter more than the other weight parameters. The default value is 1.0. Weight for Agent Cost The level of importance for Agent Cost in the Agent Score formula. Agent Cost is an attribute assigned to an agent in Interaction Administrator. Use a positive value in this parameter to assign the call to the agent with the highest cost. Use a negative value in this parameter to assign the call to the agent with the lowest cost. The default value is 1.0. Weight for Agent Available Time The level of importance for Agent Available Time in the Agent Score formula. If you want to assign this call to the agent who has been off the phone the longest, weight this parameter more heavily than Weight for Agent Skill and Weight for Agent Cost. The default value is 1.0. Weight for Agent Attribute 1 Weight to be used for Agent Attribute 1. This attribute can be assigned in Interaction Administrator. The default value is 0.0. Weight for Agent Attribute 2 Weight to be used for Agent Attribute 2. This attribute can be assigned in Interaction Administrator. The default value is 0.0. Weight for Agent Attribute 3 Weight to be used for Agent Attribute 3. This attribute can be assigned in Interaction Administrator. The default value is 0.0. Agent Available Time Interval The amount of time (in seconds) before increasing the Agent Available value by one. The longer an agent is available, the higher his or her Agent score will be. The default value is 30. Weight for Interaction Skills If you are concerned with matching calls to agents with the best skills for the calls, then increase the Weight for Interaction Skills more than the weights for Priority or Time in Queue or System. This input is used when an agent becomes available and there are multiple calls from which to choose. The default value is 1.0. Weight for Priority If you are concerned with matching calls with the highest priority to agents, then increase the Weight for Priority more than the weights for Skills or Time in Queue or System. The default value is 1.0. Weight for Time in Queue If you are concerned with matching calls that have been holding in this queue the longest to agents, then increase the Weight for Time in Queue more than the weights for Skills, Priority, or Time in System. The default value is 1.0. Weight for Time in System If you are concerned with matching calls that have been connected to CIC the longest to agents, then increase the Weight for Time in System more than the weights for Skills, Priority, or Time in Queue. The default value is 0.0. Priority Level The priority level assigned to the call. If you want priority taken into account when calculating interaction scores, you should also increase the value in the Weight for Priority parameter.