MetaData Queue Management

Contents

1 Overview

Queue Management is the outbound process of stacking up the records to be contacted. When there are many combinations of queues to be executed in specific orders a MetaData program allows numerous queue instructions to be lined up with a single button click. This extension of MetaData allows easy creation of the queue stack.

This change has resulted in an update of the MetaData engine

2 Rule Parameters

• MetaData Rule -- CrossDatabase_Update_Simple
• DB Table Name -- Campaign
• Field To Update -- strCampaign_Outcome
• Value To Insert -- Outcome 1[-X-]Number of attempts[-Y-]Outcome 2[-X-]Number of attempts[-Y-]Outcome 3[-X-]Number of attempts[-Y-]
• Field To Match On -- intCampaign_Id
• Value To Match With -- This is the id of the form that you wish to reset the contact queue for

3 Full Rule Layout

MetaData Rule[[-SEP-]]DB Table Name[[-SEP-]]Field To Update[[-SEP-]]Value To Insert[[-SEP-]]Field To Match On[[-SEP-]]Value To Match With[[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]]
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4 Full Example Rule

CrossDatabase_Update_Simple[[-SEP-]]campaign[[-SEP-]]strCampaign_Outcome[[-SEP-]]Outcome 1[-X-]1[-Y-]Outcome 2[-X-]1[-Y-]Outcome 3[-X-]1[-Y-]Outcome 4[-X-]3[-Y-]Outcome 5[-X-]2[-Y-]Outcome 6[-X-]1[-Y-][[-SEP-]]intCampaign_Id[[-SEP-]]1[[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]][[-SEP-]]

5 Rule Details

When this MetaData rule is executed the current outbound record stack will be removed, this will not affect the data in the records. The Metadata rule will then insert the new call stack(Parameter 5 in the rule).

Parameter 5 is broken down into the following way Outcome 1[-X-]Number of attempts[-Y-]Outcome 2[-X-]Number of attempts[-Y-]. The outcomes that are mentioned in the rule must be exact otherwise bxp will not add the records to the call stack. The best way to get the exact wording of the outcome is to copy and paste it out of the edit an outcome page in bxp ( Main Menu --> Form Management --> Form - Outbound Manager --> Outcome - Edit ).

Once the MetaData rule has finished executing the outbound record stack will be updated to the new order that MetaData program was instructed to set it to, to view the new outbound record stack navigate to the following system location

Main Menu --> Outbound --> Queue Management --> View Contact Queue.

Any agent that is then performing outbound calls will be presented with records from the database that are a part of the outcome(s) and number of attempts group that is currently been working on