Outbound - Queue Management - Revision history

Philip Lacey at 12:09, 10 December 2014

2014-12-10T12:09:51Z

Philip Lacey at 22:23, 9 December 2014

2014-12-09T22:23:06Z

Philip Lacey at 22:16, 9 December 2014

2014-12-09T22:16:07Z

Philip Lacey at 18:19, 9 December 2014

2014-12-09T18:19:52Z

Philip Lacey at 18:18, 9 December 2014

2014-12-09T18:18:24Z

Philip Lacey: Philip Lacey moved page Queue Management to Outbound - Queue Management

2014-12-09T17:47:21Z

Philip Lacey moved page Queue Management to Outbound - Queue Management

Philip Lacey at 17:45, 9 December 2014

2014-12-09T17:45:37Z

Philip Lacey at 23:22, 9 November 2014

2014-11-09T23:22:52Z

Philip Lacey at 22:14, 27 March 2014

2014-03-27T22:14:56Z

Philip Lacey at 02:19, 22 March 2014

2014-03-22T02:19:52Z

@@ Line 130: / Line 130: @@
 == Set the current working outcome ==
 * Here you can choose the current set of records to be managed.
-* Choose the case
+* Choose the form
@@ Line 151: / Line 156: @@
 == Set the Current working outcome by Period ==
 * Here you can choose the current set of records to be managed during a certain period of time.
 * Choose the dates.
-* Choose the case.
+* Choose the form.
 The following will be displayed on the screen:
@@ Line 172: / Line 182: @@
 == Create custom contact group ==
-* Select the case.
 * Create a name for this group in the text box.
 * By supplying a name, this query group can be accessed quickly in the future.
@@ Line 184: / Line 199: @@
 == Reset Contact History ==
-* Choose the case.
 * You must be sure you wish to reset the contact attempts and last status.
 * This action is irreversible once started.
@@ Line 194: / Line 215: @@
 == View contact queue ==
-* Choose the case.
 * The client record queue will be displayed.
 * The following will be displayed on the screen:
@@ Line 206: / Line 232: @@
 == Add to contact queue ==
-* Choose the case.
 * Add outcomes to the contact queue.
 * The following will be displayed on the screen:
@@ Line 221: / Line 252: @@
 == Clear contact queue ==
-* Choose a case.
-* Be sure that you want to clear the queue for this case.
+For outbound : ''Main Menu > Outbound Contact > Queue Management > Clear contact queue''
 * Confirm queue reset.
 * Reset queue.

← Older revision		Revision as of 22:23, 9 December 2014
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	In bxp software (bxp) an outbound campaign is the process of working through records one after the other, to achieve the campaign goal. There is a distribution engine in bxp which enables those records to be given out in a controlled manner. Queue Management is the collective term given to the management of this process.		In bxp software (bxp) an outbound campaign is the process of working through records one after the other, to achieve the campaign goal. There is a distribution engine in bxp which enables those records to be given out in a controlled manner. Queue Management is the collective term given to the management of this process.
		+
		+
		+	Full formal training documentation is available in CC-2-3 Outbound contact management from [[Contact_Centre_Training]]

← Older revision		Revision as of 22:16, 9 December 2014
Line 106:		Line 106:

	''Main Menu > Form Management > Outcome Manager > Outcome - Edit > Choose the Form > Choose the Outcome > Basic Details > Display Category''		''Main Menu > Form Management > Outcome Manager > Outcome - Edit > Choose the Form > Choose the Outcome > Basic Details > Display Category''
		+
		+
		+	[[File:Queue_management_004.png\|800px]]

@@ Line 6: / Line 6: @@
-= Lexicon (Key Terms) - Basics =
+= Lexicon =
@@ Line 39: / Line 45: @@
-= Lexicon (Key Terms) - Operation - Management =
+== Lexicon (Key Terms) - Operation - Management ==
@@ Line 63: / Line 69: @@
-= Lexicon (Key Terms) - Operation - Processing =
+== Lexicon (Key Terms) - Operation - Processing ==
@@ Line 88: / Line 94: @@
-= Lexicon (Key Terms) - Operation - Outcomes =
+== Lexicon (Key Terms) - Operation - Outcomes ==

← Older revision		Revision as of 18:18, 9 December 2014
Line 1:		Line 1:
		+	= The Concepts =
		+
		+
		+	In bxp software (bxp) an outbound campaign is the process of working through records one after the other, to achieve the campaign goal. There is a distribution engine in bxp which enables those records to be given out in a controlled manner. Queue Management is the collective term given to the management of this process.
		+
		+
		+
		+	= Lexicon (Key Terms) - Basics =
		+
		+
		+	The first and single unit is a '''Record''', a '''CDA''' (Campaign DAta). This is usually based on a Noun, a person, place or thing. This can be likened to a row of data in an Excel spreadsheet.
		+
		+
		+	Every contact with a Record is called a '''Contact''', a '''CCL''' (Campaign CaLl). This is a record of the interaction with the CDA.
		+
		+
		+	Every CDA has two key fields. A Status (strCDA_X_Status) and a Count of Attempts to be in touch with that record (intCDA_X_NoOfAttempts).
		+	* '''Status''' : strCDA_X_Status contains the last outcome used
		+	* '''Attempts''' : intCDA_X_NoOfAttempts contains the total number of contacts (CCLs) had with this CDA.
		+
		+
		+	When a volume of records are loaded en mass into a Form, they are given an initial Status of "Imported" and an initial number of Attempts as 0.
		+
		+
		+	Records can be represented in a grid layout. On the vertical axis is the Status. On the horizontal axis is the number of Attempts.
		+
		+
		+	[[File:Queue_management_001.png\|800px]]
		+
		+
		+	As can be seen in the grid, we have 500 records with Status = Imported and Attempts = 0
		+
		+
		+	We also have Status = Imported and Attempts = 1 which has 0 records in it.
		+
		+
		+	Each one of these groups of Status and Attempts is called a '''Stack'''. Imagine the records, as record cards piled up in a big stack on a table.
		+
		+
		+
		+	= Lexicon (Key Terms) - Operation - Management =
		+
		+
		+	bxp as a system must be told which records the users are to work on. The stacks to work on can be queued up. e.g.
		+	# Work through all Status = Imported and Attempts = 0
		+	# Then work through all Status = Imported and Attempts = 1
		+
		+
		+	This is called the '''Queue'''. '''Queue Management''' is the process of selecting a number of stacks to work on.
		+
		+
		+	To set the queue use [[Outbound_-_Queue_Management#Set_the_current_working_outcome]]
		+
		+
		+	The top item in the list of the queue is the '''Current Working Outcome'''
		+
		+
		+	To view what has been queued up to work on [[Outbound_-_Queue_Management#View_contact_queue]]
		+
		+
		+	As an outcome is used they will increase the amount of items on the vertical axis.
		+
		+
		+
		+	= Lexicon (Key Terms) - Operation - Processing =
		+
		+
		+	One the queue has been set, records will be distributed sequentially to users.
		+
		+
		+	For a user to take a record they use ''Main Menu > Outbound Contact > My Data > Make an Outbound Contact > Choose the Form >'' They will be presented with the first record in the stack
		+
		+
		+	If you review the queue before an outcome has been chosen, a new Status and Attempt count will have appeared.
		+
		+
		+	[[File:Queue_management_002.png\|800px]]
		+
		+
		+	'''Taken to process''' is a system generated Status to flag that the record has been distributed. You can see that the Attempts have increased to 1.
		+
		+
		+	When a user chooses an outcome and updates the record they were working on, the record is said to '''return to the stack'''. In this example the outcome "To be called" was used.
		+
		+
		+	[[File:Queue_management_003.png\|800px]]
		+
		+
		+
		+	= Lexicon (Key Terms) - Operation - Outcomes =
		+
		+
		+	For any campaign records will need to be contacted again or not. This gives rise to outcomes being of one of two existences
		+	* Finished
		+	* Incomplete
		+
		+
		+	Each outcome can be set individually to flag is the record '''Finished (Complete)''', i.e. we're not to bother queuing it up again, or is it '''Incomplete (Incomplete)''', it should be queued up again in the future.
		+
		+
		+	''Main Menu > Form Management > Outcome Manager > Outcome - Edit > Choose the Form > Choose the Outcome > Basic Details > Display Category''
		+
		+
		+
	= Queue Management functions =		= Queue Management functions =

← Older revision	Revision as of 17:47, 9 December 2014
(No difference)

@@ Line 1: / Line 1: @@
-=='''Queue Management'''==
+= Queue Management functions =
 In the section '''Queue Management''', the following functionality occurs:
@@ Line 13: / Line 13: @@
-==='''Set the current working outcome'''===
+== Set the current working outcome ==
 * Here you can choose the current set of records to be managed.
@@ Line 34: / Line 34: @@
-==='''Set the Current working outcome by Period'''===
+== Set the Current working outcome by Period ==
 * Here you can choose the current set of records to be managed during a certain period of time.
@@ Line 54: / Line 54: @@
-==='''Create custom contact group'''===
+== Create custom contact group ==
 * Select the case.
@@ Line 66: / Line 66: @@
-==='''Reset Contact History'''===
+== Reset Contact History ==
 * Choose the case.
@@ Line 76: / Line 76: @@
-==='''View contact queue'''===
+== View contact queue ==
 * Choose the case.
@@ Line 88: / Line 88: @@
-==='''Add to contact queue'''===
+== Add to contact queue ==
 * Choose the case.
@@ Line 103: / Line 103: @@
-==='''Clear contact queue'''===
+== Clear contact queue ==
 * Choose a case.

@@ Line 111: / Line 111: @@
-[[Category:Learning:Contact Centre]]
+[[Category:Topic:Contact Centre]]
-[[Category:Learning:Customer Relationship Management]]
+[[Category:Topic:Customer Relationship Management]]
 [[Category:Module Specific:Form Management]]
 [[Category:Module Specific:Case Management]]
 [[Category:Module Specific:Outbound Contact]]
 [[Category:Topic:Outbound]]

@@ Line 1: / Line 1: @@
 =='''Queue Management'''==
 In the section '''Queue Management''', the following functionality occurs:
 *Set the '''current working outcome'''
-*Set the '''current working outcome by period'''.
+* Set the '''current working outcome'''
-*'''Create''' custom contact group.
+* Set the '''current working outcome by period'''.
-*'''Reset''' contact history.
+* '''Create''' custom contact group.
-*'''View''' contact queue.
+* '''Reset''' contact history.
-*'''Add to''' contact queue.
+* '''View''' contact queue.
-*'''Clear''' contact queue.
+* '''Add to''' contact queue.
 ==='''Set the current working outcome'''===
 *Here you can choose the current set of records to be managed.
-*Choose the case
+* Here you can choose the current set of records to be managed.
 The following will be displayed on the screen:
 # Form name: (Name)
@@ Line 18: / Line 25: @@
 # The earliest activity in this form is: (Date)
 # The most recent activity in this form is: (Date)
 *A list of '''Active Outcomes''' will be displayed on the screen and a list of '''Finished Outcomes''' will be displayed on the screen.
 *In the Active Outcome section, hover the mouse over the number under first attempt.
-*You will see that it is a clickable link.
+* A list of '''Active Outcomes''' will be displayed on the screen and a list of '''Finished Outcomes''' will be displayed on the screen.
-*When you click on this number it will hand the next record in the system to the agent to complete.
+* In the Active Outcome section, hover the mouse over the number under first attempt.
 ==='''Set the Current working outcome by Period'''===
 *Here you can choose the current set of records to be managed during a certain period of time.
-*Choose the dates.
+* Here you can choose the current set of records to be managed during a certain period of time.
-*Choose the case.
+* Choose the dates.
 The following will be displayed on the screen:
 # Form name: (Name)
 # The current working Outcome is: (Outcome)
@@ Line 33: / Line 47: @@
 # The earliest activity in this form is: (Date)
 # The most recent activity in this form is: (Date)
-*A list of '''Active Outcomes''' will be displayed on the screen and a list of '''Finished Outcomes''' will be displayed on the screen for that period of time.
+* A list of '''Active Outcomes''' will be displayed on the screen and a list of '''Finished Outcomes''' will be displayed on the screen for that period of time.
-*In the Active Outcome section, hover the mouse over the number under first attempt.
+* In the Active Outcome section, hover the mouse over the number under first attempt.
-*You will see that it is a clickable link.
+* You will see that it is a clickable link.
-*When you click on this number it will hand the next record in the system to the agent to complete.
+* When you click on this number it will hand the next record in the system to the agent to complete.
 ==='''Create custom contact group'''===
 *Select the case.
-*Create a name for this group in the text box.
+* Select the case.
-*By supplying a name, this query group can be accessed quickly in the future.
+* Create a name for this group in the text box.
-*Choose the field names to be grouped from the dropdown menus, below the new group name.
+* By supplying a name, this query group can be accessed quickly in the future.
-*This will customise the group to exactly how you would like.
+* Choose the field names to be grouped from the dropdown menus, below the new group name.
-*Group the recipients.
+* This will customise the group to exactly how you would like.
-*The group will now be saved for future use in the system.
+* Group the recipients.
 ==='''Reset Contact History'''===
 *Choose the case.
-*You must be sure you wish to reset the contact attempts and last status.
+* Choose the case.
-*This action is irreversible once started.
+* You must be sure you wish to reset the contact attempts and last status.
-*It will also reset all custom groups you may have created.
+* This action is irreversible once started.
-*Reset contact data.
+* It will also reset all custom groups you may have created.
 ==='''View contact queue'''===
 *Choose the case.
-*The client record queue will be displayed.
+* Choose the case.
-*The following will be displayed on the screen:
+* The client record queue will be displayed.
 # The Sequence ID
 # The Outcome
 # Attempts
 # The number of records currently in the stack to be processed
 ==='''Add to contact queue'''===
 *Choose the case.
-*Add outcomes to the contact queue.
+* Choose the case.
-*The following will be displayed on the screen:
+* Add outcomes to the contact queue.
 # The form name
 # The Outcome
@@ Line 73: / Line 99: @@
 # Attempts should always go from large to small.
 # '''Attempts From''' should always be greater or equal to '''Attempts To'''
-*Add the items.
+* Add the items.
 ==='''Clear contact queue'''===
 *Choose a case.
-*Be sure that you want to clear the queue for this case.
+* Choose a case.
-*Confirm queue reset.
+* Be sure that you want to clear the queue for this case.
-*Reset queue.
+* Confirm queue reset.
@@ Line 87: / Line 116: @@
 [[Category:Module Specific:Case Management]]
 [[Category:Module Specific:Outbound Contact]]

← Older revision		Revision as of 02:19, 22 March 2014
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	*Confirm queue reset.		*Confirm queue reset.
	*Reset queue.		*Reset queue.
		+
		+
		+	[[Category:Learning:Contact Centre]]
		+	[[Category:Learning:Customer Relationship Management]]
		+	[[Category:Module Specific:Form Management]]
		+	[[Category:Module Specific:Case Management]]
		+	[[Category:Module Specific:Outbound Contact]]