Difference between revisions of "Outbound - Queue Management"
From All n One's bxp software Wixi
Philip Lacey (talk | contribs) |
Philip Lacey (talk | contribs) |
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=='''Queue Management'''== | =='''Queue Management'''== | ||
| + | |||
In the section '''Queue Management''', the following functionality occurs: | 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. |
| + | * '''Clear''' contact queue. | ||
| + | |||
| + | |||
==='''Set the current working outcome'''=== | ==='''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. |
| + | * Choose the case | ||
| + | |||
| + | |||
The following will be displayed on the screen: | The following will be displayed on the screen: | ||
# Form name: (Name) | # Form name: (Name) | ||
| Line 18: | Line 25: | ||
# The earliest activity in this form is: (Date) | # The earliest activity in this form is: (Date) | ||
# The most recent 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. |
| + | * 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. | ||
| + | |||
| + | |||
==='''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. | + | |
| − | *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. |
| + | * Choose the case. | ||
| + | |||
The following will be displayed on the screen: | The following will be displayed on the screen: | ||
| + | |||
# Form name: (Name) | # Form name: (Name) | ||
# The current working Outcome is: (Outcome) | # The current working Outcome is: (Outcome) | ||
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# The earliest activity in this form is: (Date) | # The earliest activity in this form is: (Date) | ||
# The most recent 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'''=== | ==='''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. |
| + | * The group will now be saved for future use in the system. | ||
| + | |||
| + | |||
==='''Reset Contact History'''=== | ==='''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. |
| + | * Reset contact data. | ||
| + | |||
| + | |||
==='''View contact queue'''=== | ==='''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 following will be displayed on the screen: | ||
# The Sequence ID | # The Sequence ID | ||
# The Outcome | # The Outcome | ||
# Attempts | # Attempts | ||
# The number of records currently in the stack to be processed | # The number of records currently in the stack to be processed | ||
| + | |||
| + | |||
==='''Add to contact queue'''=== | ==='''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 following will be displayed on the screen: | ||
# The form name | # The form name | ||
# The Outcome | # The Outcome | ||
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# Attempts should always go from large to small. | # Attempts should always go from large to small. | ||
# '''Attempts From''' should always be greater or equal to '''Attempts To''' | # '''Attempts From''' should always be greater or equal to '''Attempts To''' | ||
| − | *Add the items. | + | * Add the items. |
| + | |||
| + | |||
==='''Clear contact queue'''=== | ==='''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. |
| + | * Reset queue. | ||
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[[Category:Module Specific:Case Management]] | [[Category:Module Specific:Case Management]] | ||
[[Category:Module Specific:Outbound Contact]] | [[Category:Module Specific:Outbound Contact]] | ||
| + | [[Category:Topic:Outbound]] | ||
Revision as of 23:14, 27 March 2014
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.
