Packaged CCE Administration Guide for Release 9.0(x)
Manage Queues
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Manage Queues

Manage Queues

Calls are queued to agents based on their membership in skill groups or their qualification in precision queues.

Administrators have access to all tools documented in this chapter .

Supervisors have limited access to Skill Groups and display-only access to Attributes and Precision Queues.

Attributes

Attributes identify a call routing requirement, such as language, location, or agent expertise. You can create two types of attributes: Boolean or Proficiency.
  • Use Boolean attributes to identify an agent attribute value as true or false. For example, you can create a Boston attribute that specifies that the agent assigned to this attribute must be located in Boston. An agent in Boston would have the attribute Boston = True. Boston = Trueas the term for that attribute.
  • Use Proficiency attributes to establish a level of expertise in a range from 1 to 10, with 10 being the highest level of expertise. For a Spanish language attribute, for example, a native speaker would ideally have the attribute Proficiency = 10.

When you create a precision queue, you identify which attributes are part of that queue and then implement the queue in a script. When you assign a new attribute to an agent and the attribute value matches the precision queue criteria, the agent is automatically associated with the precision queue.

Navigate to the Unified CCE Administrator Manage > Attributes interface to configure attributes.

Administrators can see and manage attributes. Supervisors can configure attributes for their supervised agents on the Attributes tab of the Agents tool.

Related References

Add and Maintain Attributes

Procedure
    Step 1   Navigate to Unified CCE Administrator Manage > Attributes.
    Step 2   In the List of Attributes window, click New.
    Step 3   Complete fields:
    Field Required? Description

    Name

    yes

    Type a unique attribute name. For example, to create an attribute for mortgage insurance, type mortgage.

    Description

    no

    Enter a maximum of 255 characters to describe the Dialed Number String.

    See Native Character Sets.

    Type

    yes

    Select the type of Boolean or Proficiency.

    Default

    yes

    Select the default of True or False for Boolean or a number from 1 to 10 for Proficiency.

    Step 4   Click Save.

    Edit Attributes

    Procedure
      Step 1   In the List of Attributes window, click the link for attribute name you want to edit. This opens the Edit Attribute window.
      Step 2   Modify the Name, Description or Default. Note: You cannot change the attribute Type.
      Step 3   Click Save.

      Delete Attributes

      Procedure
        Step 1   From the List of Attributes window, click the trash can icon for the attribute you want to delete.
        Step 2   Click Yes on the confirmation message.

        Precision Queues

        Precision routing offers a multidimensional alternative to skill group routing: using Unified CCE scripting, you can dynamically map the precision queues to direct a call to the agent who best matches the precise needs of the caller. Precision queues are the key components of precision routing.

        To configure Precision Routing, you must:

        1. Create attributes. Attributes are characteristics that can be assigned a True | False value or a Proficiency rating from 1 to 10.
        2. Assign attributes to agents.
        3. Create precision queues.
        4. Create routing scripts.

        There is no need to add an agent to a precision queue; agents become members of precision queues automatically based on their attributes. If a precision queue requires an agent who lives in Boston, who speaks fluent Spanish, and who is proficient in troubleshooting a specific piece of equipment, an agent with the attributes Boston = True, Spanish = True, and Repair = 10 is automatically part of the precision queue. A Spanish caller in Boston who needs help with equipment is routed to that agent.

        A precision queue includes:

        • Terms - A term compares an attribute against a value. For example, you can create the following term: Spanish == 10. The term of the attribute is the highest proficiency in Spanish.
        • Expressions - An expression is a collection of one or more terms. The terms in an expression must share the same operator—they must all be AND or must all be OR relationships.
        • Steps - A precision queue step is a time-based routing point within the precision queue. You must have at least one step and can have up to ten steps. A step is a collection of at least one or more expressions. A step may also include wait time and a Consider If formula. Use wait time to assign a maximum amount of time to wait for an available agent. Use a Consider If formula to evaluate the step against predefined criteria, for example, another queue.

        Navigate to Unified CCE Administrator Manage > Agent > Precision Queues to configure precision queues.

        Administrators have full permission to configure precision queues. Supervisors have display-only access to the Precision Queues tool.

        Add and Maintain Precision Queues

        Before You Begin

        Before you can create precision queues, you must:

        • Create agents
        • Create attributes
        Procedure
          Step 1   Navigate to Unified CCE Administrator Manage > Agent > Precision Queues.

          This opens a List of Precision Queues page showing all precision queues currently configured.

          Step 2   Click New to open the New Precision Queue screen. Complete the fields.
          Name Required? Description

          Description

          no

          Enter up to 255 characters to describe the precision queue. See Native Character Sets.

          Service Level Type

          yes

          Select the service level type used for reporting on your service-level agreement.

          Service level type indicates how calls that are abandoned before the service level threshold affect the Service Level calculation. This is a drop-down menu that defaults to Ignore Abandoned Calls and includes these options:

          • Ignore Abandoned Calls: Select this option if you want abandoned calls to be excluded from the service level calculation.
          • Abandoned Calls have Negative Impact: Select this if you want only those calls that are answered within the Service level threshold time to be counted as treated calls. The Service Level will be negatively affected by calls that abandon within the Service Level Threshold time
          • Abandoned Calls have Positive Impact: Select this if you consider a call abandoned within the Service level threshold time as a treated call. With this configuration, abandoned calls will have a positive impact on the Service Level.

          Service Level Threshold

          yes

          Enter the time in seconds that calls are to be answered based on your service level agreement.

          The time entered in this field is used to report on service level agreements and does not impact how long a call remains in a precision queue. The length of time a call remains in a step is determined by each individual step wait time.

          Agent Order

          yes

          Select an option to determine which agents receive calls from this queue:

          The ordering of agents does not dictate the agents who are selected into a Precision Queue step. Agents are included or excluded based on the conditions specified for the step.

          • Longest Available Agent (the default) - The default method of agent ordering for a precision queue. The call is delivered to the agent who has been in the available (or ready) state the longest.
          • Most Skilled Agent - The call is delivered to the agent who has the highest competency sum from all the attributes pertinent to the Precision Queue Step. In an agent-rich environment, this can mean that more competent agents would be utilized more than less competent agents.
          • Least Skilled Agent - The call is delivered to the agent who has the lowest competency sum from all the attributes pertinent to the Precision Queue step.

          Bucket Intervals

          no

          Select the Bucket Interval whose bounds are to be used to measure the time slot in which calls are answered. The field defaults to the System Default configured in System Settings.

          To select a different bucket interval:
          1. Click the magnifying glass to display Select Bucket Intervals.
          2. Click a link to make a selection and close the list.

          Click x to clear the selection.

          Step 3   Click the numbered step builder link (‘Step 1’, ‘Step 2’, and so on) to open the Step Builder pop-up.
          Step 4   When you have added steps, click Save.

          Build Precision Queue Steps

          Every precision queue must have a step, and every step must have an Expression. An Expression is a collection of attribute terms.

          Procedure
            Step 1   Enter all required fields for the new precision queue.
            Step 2   Click the numbered step link in the Steps panel (Step 1, Step 2, and so forth).

            This opens a Step # screen.

            Step 3   Build the first step as follows.
            1. Bypass the Consider if and Wait for fields. They are display-only on the first and last step of a precision queue. As soon as you create a second step, you can return to the first step and enter values for Consider if and Wait for.
            2. Click the magnifying glass to the right of the Select Attribute field in the Expression 1 panel.
            3. Select an attribute from the list.
            4. Use the two Select fields to establish the terms of the attribute. Click the first Select... field to choose an operator.
              • For Boolean attributes, choices the operators for equal and not equal.
              • For Proficiency attributes, choices are the operators for True, False, Less Than, Less Than or Equal To, Greater Than, and Greater Than or Equal To.
            5. Click the second Select field to choose a value.
              • For Boolean attributes, values are True and False.
              • For Proficiency attributes, values are numbers from 1 to 10.

              Your selection creates an attribute term for the Expression. At this point, the term will appear in the precision queue similar to this: [(Spanish == 10)]. The term is a requirement that the agent must be fluent in Spanish.

            Step 4   To add a second attribute to the first Expression, click Add Attribute in the Expression 1 row.
            1. Select AND or OR to establish the relationship between the first and second attributes.

            2. Repeat steps 3b,3c, and 3d.
            Step 5   Continue to add attributes to Expression 1.

            All attributes within an Expression must be joined by the same logical operator. They must all be ANDs, or they must all be ORs.

            Step 6   To add a second Expression, click the Add Attribute drop-down in the Expression 1 row and select Add Expression.
            Step 7   Select AND or OR to establish the relationship between the first and second Expressions.
            Step 8   Add attributes to Expression 2.
            Step 9   Continue to add Expressions as needed.

            In this example, a Spanish caller located in the Boston area needs an onsite visit from a technician to repair his ServerXYZ. An ideal agent should be fluent in Spanish and have the highest proficiency in ServerXYZ. This can be seen in Expression 1. Expression 2 allows us to specify that the selected agent must also be from either Boston or the New England area.

            Step 10   When you have completed the step, click OK to add it to the precision queue.
            Step 11   To build the next step, click the numbered step link in the Steps panel (Step 1).

            Each successive step is pre-populated with the Expressions and attributes of its predecessor. The expectation is that you will decrease the attribute qualifications and competencies—to lower the bar such that the pool of acceptable agents increases.

            Step 12   When you have created all steps, you can open any step except the last and enter values in the Consider If and Wait for fields.
            • Consider If is a formula that evaluates a call within a step against additional criteria.
            • Wait for is a value in seconds to wait for an available agent. A call will queue at a particular step looking for an available agent matching that step criteria until the number of seconds specified. A blank wit time indicates that the call will proceed immediately to the next step if there are no available agents matching the step criteria. Wait time defaults to 0 and can take a value up to 2147483647.

            Consider If Formula for Precision Queue

            If you are not on the last Step of the Precision Queue, then you can enter a Consider If formula for that step. A Consider If formula evaluates a call (within a step) against additional criteria. Each time a call reaches a step with a Consider If expression, the expression is evaluated. If the value for the expression returns as true, the call is considered for the step. If the value returns as false, the call moves to the next step. If no expression is provided for a step, the step is always considered for calls.

            To add a Consider If formula, type the formula into the Consider If box. Alternatively, you can use the Script Editor to build the formula and then copy and paste it into the Consider If box. Objects used in Consider If formulas are case-sensitive. All Consider If formulas that you add to a precision queue must be valid. If you add an invalid formula, you cannot save the precision queue. To ensure that the formula is valid, use Script Editor to build and validate the formula.

            Only the following scripting objects are valid in a Consider If formula:
            • Call
            • PQ
            • Skillgroup
            • ECC
            • PQ Step
            • Call Type
            • Custom Functions (you can create custom functions in Script Editor)

            It is possible that a valid Consider If formula can become invalid. For example, if you delete an object used in the formula after you create or update the precision queue, the formula is no longer valid.

            Consider If Formula Examples

            • PQ.PQ1.LoggedOn > 1 - Evaluates whether there is more than one agent logged into this queue
            • CallType.CallType1.CallsRoutedToday > 100 - Evaluates whether more than 100 calls of this call type were routed today.
            • PQStep.PQ1.1.RouterAgentsLoggedIn > 1 - Evaluates whether there is more than one router agent logged into this queue for step 1.
            • CustomFunction(Call.PeripheralVariable1) > 10 - Evaluates whether this formula using a custom function returns a value greater than ten.

            Edit Precision Queues

            Procedure
              Step 1   On the List page, navigate or search for the hyperlink name of the precision queue to edit.
              Step 2   Click the Name to open the Edit page.
              Step 3   Make changes and Save.

              Delete Precision Queues

              You cannot delete a precision queue that is referenced statically in any version of a saved script. Before you can delete a precision queue that is referenced statically in a script, you must remove the precision queue from every saved version of the script.

              If you reference a precision queue dynamically in a script and there are calls queued against the precision queue, you can delete the precision queue. However, the router keeps the precision queue operational until all calls are no longer in the queue. Once the precision queue is deleted, no new calls are queued against it.

              Procedure
                Step 1   On the List of Precision Queues page, select the precision queue to delete.
                Step 2   Click the X icon. You receive a prompt to confirm that you want to delete the precision queue.
                Step 3   To delete the queue, click OK.

                Skill groups or Precision Queues?

                Should you use skill groups or precision queues for the routing needs of your organization? This section distinguishes the two methods.

                Use a skill group

                A skill group is a collection of the attribute definitions of your proficiencies. For example, it could be a predefined collection of traits, such as salespeople who are in charge of selling to England. The skill group could be called "English sales." If you wanted to divide the agents in this group into two types of proficiencies (perhaps based on experience), you would need to set up two separate skill groups; for example, English Sales 1 and English Sales 2. You would then associate an agent with one of them, based on his or her proficiency. Do this by accessing the skill group and locating the agent that you want to add to it (or add that skill group to the agent). To summarize, creating a skill group involves first building a concept of what combinations of attributes you want for each agent, like English Sales 2.

                Use a precision queue

                In contrast to skill groups, a precision queues breaks down attribute definitions to form a collection of agents at an attribute level. The agents that match the attribute level of the precision queue become associated with that precision queue.

                With precision queues, the above English sales example involves defining the attributes English and Sales, and associating agents that have those traits to them. The precision queue English Sales would dynamically map all those agents that had those traits to the precision queue. In addition, you can define more complex proficiency attributes to associate with those agents. This would allow you to build, in a single precision queue, multiple proficiency searches like English language proficiency 10 and sales proficiency 5.

                To break down the precision queue example into skill groups, you would need to set up two separate skill groups: English language proficiency 10 and sales proficiency 5. With precision queues you can refine agents by attributes. With skill groups you must define a single skill groups as a mixture that you then attach to the relevant agents.

                Decide on skill groups or a precision queue

                Precision Routing enhances and can replace traditional routing. Traditional routing looks at all of the skill groups to which an agent belongs and defines the hierarchy of skills to map business needs. However, traditional routing is restricted by its single dimensional nature.

                Precision Routing provides multidimensional routing with simple configuration, scripting, and reporting. Agents are represented through multiple attributes with proficiencies so that the capabilities of each agent are accurately exposed, bringing more value to the business.

                If your routing needs are not too complex, consider using one or two skill groups. However, if you want to conduct a search involving as many as ten different proficiency levels in one easily-managed queue, use precision queues.

                Skill Groups

                A skill group is a collection of agents who share a common set of competencies that equip them to handle the same types of requests. Some examples of skill groups are a collection of agents who speak a specific language or who can assist callers with billing questions.

                An agent can be a member of up to fifteen skill groups. Each skill group is associated with a specific media routing domain (MRD) such as voice, chat, or email.

                An agent's skill group membership can determine the types of contacts that are routed to her. For example, If an agent is a member of a skill group that is set up for the Cisco_Voice routing domain only, that agent is a "voice-only" agent for that skill group. If an agent is a member of a skill group that is set up for a non-voice routing domain, that agent is a multichannel agent for that skill group.

                Use Cisco Unified Intelligence Center (CUIC) reports to view agent activity in skill groups, to monitor call distribution among skill groups, or to see how one skill group is performing compared with others.

                Navigate to the Unified CCE Administrator Manage > Agent > Skill Groups interface to configure skill groups.

                Administrators have full permission to configure skill groups. Supervisors can see all skill groups but cannot add or delete skill groups. Supervisors have permission to add and remove their supervised agents on the Skill Groups Members tab.

                Add and Maintain Skill Groups

                Procedure
                  Step 1   Navigate to Unified CCE Administrator Manage > Agent > Skill Groups.
                  Step 2   Click New to open New Skill Group.

                  This window has two tabs: General and Members. You can complete the tabs in any order, but you cannot save the skill group until you have entered all required fields on the General tab.

                  Step 3   Complete the fields on the General tab:
                  Field Required? Description

                  Name

                  yes

                  Enter a name using up to 32 alphanumeric characters.

                  Description

                  no

                  Enter up to 255 characters to describe the skill group. See Native Character Sets.

                  Media Routing Domain

                  yes

                  MRDs are Unified CCE entities that organize how requests for media are routed. The system routes calls to skill groups that are associated with a particular communication medium; for example, voice or email. This field defaults to Cisco_Voice.

                  To select a different Media Routing Domain:
                  1. Click the magnifying glass to display Select Media Routing Domain. Selections are all MRDs that have been created in Unified CCE Configuration Manager.
                  2. Click a link to make a selection and close the list.

                  Click x to clear the selection.

                  Bucket Intervals

                  no

                  Select the Bucket Interval whose bounds are to be used to measure the time slot in which calls are answered. The field defaults to the System Default.

                  To select a different bucket interval:
                  1. Click the magnifying glass to display Select Bucket Intervals.
                  2. Click a link to make a selection and close the list.

                  Click x to clear the selection.

                  Service Level Threshold

                  no

                  Enter a value in seconds that you set as a goal for connecting a call with an agent. The field defaults to the threshold configured in Unified CCE Configuration Manager for this Media Routing Domain.

                  Leave this field blank to use the service level threshold value for the Media Routing Domain.

                  Enter a value of 0 seconds if you do not want a service level event to be set for the calls. They will not be treated as a service-level calls.

                  Service Level Type

                  Service level type indicates how calls that are abandoned before the service level threshold affect the Service Level calculation. This is a drop-down menu that defaults to Use Media Routing Domain and includes these options:

                  • Use Media Routing Domain Value: Select this option to use the value that is currently defined for the MRD.
                  • Ignore Abandoned Calls: Select this option if you want abandoned calls to be excluded from the service level calculation.
                  • Abandoned Calls have Negative Impact: Select this if you want only calls that are answered within the Service level threshold time as to be counted as treated calls. The Service Level will be negatively affected by calls that abandon within the Service Level time
                  • Abandoned Calls have Positive Impact: Select this if you consider a call abandoned within the Service level threshold time as a treated call. With this configuration, abandoned calls will have a positive impact on the Service Level.
                  Step 4   Complete the Members tab:

                  This tab shows the list of agents for this skill group. If the skill group has no agents, the Agent field shows No Items Found and No Items.

                  1. Click the magnifying glass to open Add Agents.
                  2. Click the agents you want to add to this skill group. There is no limit to the number of agents in a skill group.
                  3. Close Add Agents. The agents you chose appear on the List of Agents, as well as the total agents (number of entries) for this skill group.
                  4. Save this tab to return to the List window, where a message confirms the successful creation of the skill group.

                  Edit Skill Groups

                  Procedure
                    Step 1   To edit a skill group, click the skill group name on the List of Skill Groups to open Edit Skill Group.

                    This window shows all fields from the Add Skill Group page and an additional Peripheral Number field, which is autogenerated when you add and save a new skill group. This field shows the number of the skill group, as known by the peripheral.

                    Media Routing Domain and Peripheral Number are protected. You can edit all other fields.

                    Step 2   Save the changes to return to the List window, where a message confirms that the changes are saved successfully.

                    Delete Skill Groups

                    Administrators can delete agents. Supervisors cannot.

                    Procedure
                      Step 1   Display the List of Skill Groups.
                      Step 2   Click the trash can icon next to the name of the skill group that you want to delete.
                      Step 3   Respond Yes to the message that you want to delete. This marks the skill group for deletion. You must delete it permanently from Configuration Manager. A message either confirms the successful deletion or indicates reasons why you cannot delete.

                      Related Tasks