Difference between revisions of "Outbound - Queue Management"
From All n One's bxp software Wixi
Philip Lacey (talk | contribs) (Created page with "=='''Queue Management'''== In the section '''Queue Management''', the following functionality occurs: *Set the '''current working outcome''' *Set the '''current working outcom...") |
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| Line 13: | Line 13: | ||
*Choose the case | *Choose the case | ||
The following will be displayed on the screen: | The following will be displayed on the screen: | ||
| − | # | + | # Form name: (Name) |
# The current working Outcome is: (Outcome) | # The current working Outcome is: (Outcome) | ||
# The current working attempt is: (Number of attempts on this outcome) | # The current working attempt is: (Number of attempts on this outcome) | ||
| − | # The earliest activity in this | + | # The earliest activity in this form is: (Date) |
| − | # The most recent activity in this | + | # 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. | *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. | *In the Active Outcome section, hover the mouse over the number under first attempt. | ||
| Line 28: | Line 28: | ||
*Choose the case. | *Choose the case. | ||
The following will be displayed on the screen: | The following will be displayed on the screen: | ||
| − | # | + | # Form name: (Name) |
# The current working Outcome is: (Outcome) | # The current working Outcome is: (Outcome) | ||
# The current working attempt is: (Number of attempts on this outcome) | # The current working attempt is: (Number of attempts on this outcome) | ||
| − | # The earliest activity in this | + | # The earliest activity in this form is: (Date) |
| − | # The most recent activity in this | + | # 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. | ||
| Line 67: | Line 67: | ||
*Add outcomes to the contact queue. | *Add outcomes to the contact queue. | ||
*The following will be displayed on the screen: | *The following will be displayed on the screen: | ||
| − | # The | + | # The form name |
# The Outcome | # The Outcome | ||
# Attempts from | # Attempts from | ||
Revision as of 13:32, 16 October 2013
Contents
1 Queue Management
In the section Queue Management, the following functionality occurs:
- Set the current working outcome
- Set the current working outcome by period.
- Create custom contact group.
- Reset contact history.
- View contact queue.
- Add to contact queue.
- Clear contact queue.
1.1 Set the current working outcome
- Here you can choose the current set of records to be managed.
- Choose the case
The following will be displayed on the screen:
- Form name: (Name)
- The current working Outcome is: (Outcome)
- The current working attempt is: (Number of attempts on this outcome)
- 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.
- When you click on this number it will hand the next record in the system to the agent to complete.
1.2 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.
The following will be displayed on the screen:
- Form name: (Name)
- The current working Outcome is: (Outcome)
- The current working attempt is: (Number of attempts on this outcome)
- 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.
- In the Active Outcome section, hover the mouse over the number under first attempt.
- 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.
1.3 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.
- Choose the field names to be grouped from the dropdown menus, below the new group name.
- This will customise the group to exactly how you would like.
- Group the recipients.
- The group will now be saved for future use in the system.
1.4 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.
- It will also reset all custom groups you may have created.
- Reset contact data.
1.5 View contact queue
- Choose the case.
- The client record queue will be displayed.
- The following will be displayed on the screen:
- The Sequence ID
- The Outcome
- Attempts
- The number of records currently in the stack to be processed
1.6 Add to contact queue
- Choose the case.
- Add outcomes to the contact queue.
- The following will be displayed on the screen:
- The form name
- The Outcome
- Attempts from
- Attempts to
- Attempts should always go from large to small.
- Attempts From should always be greater or equal to Attempts To
- Add the items.
1.7 Clear contact queue
- Choose a case.
- Be sure that you want to clear the queue for this case.
- Confirm queue reset.
- Reset queue.
