Blended Agent Tables (Outbound Option)
To see a list and an illustration of the Blended Options tables, see Blended Agent (Outbound Option).
With the optional Outbound Option feature, you can configure a contact center for automated inbound and outbound calling activities.
The Blended Agent Options (see Blended_Agent_Options) contains all options that are global to a Blended Agent deployment, such as time parameters for calling a contact.
Campaign and Query Rules
A campaign delivers outgoing calls to agents for a specific purpose or goal. The goal might be to send a particular message (for example, to invite current clients to take advantage of a new service) or make a particular query (for example, to inquire about an account).
A query rule is a SQL filter function that selects contact records and associates those records with a campaign. Contact records are selected from import lists you provide to the Blended Agent software.
The Campaign (see Campaign) contains information for all the campaigns defined in a Outbound Option implementation. (There is a single row for every configured campaign.)
The Campaign Half Hour (see Campaign_Half_Hour) provides historical reporting for campaign attributes.
The Campaign Query Rule (see Campaign_Query_Rule) is a cross-reference table between the Campaign table and the Query Rule Table.
The Campaign Skill Group (see Campaign_Skill_Group) is a cross-reference table between Campaign table and the Skill Groups table. It defines the association between skill groups and campaigns.
The Campaign Target Sequence (see Campaign_Target_Sequence) contains the target type and sequence with which numbers are dialed within a campaign.
The Campaign Query Rule Real Time (see Campaign_Query_Rule_Real_Time) and Campaign Query Rule Half Hour (see Campaign_Query_Rule_Half_Hour) provide statistics on particular Campaign-Query Rule combinations.
The Query Rule Clause (see Query_Rule_Clause) contains the SQL rules associated with each query rule. There is a single row for each configured query rule.
The Query Rule (see Query_Rule) is a cross-reference table between Query Rule Clause table and the Import Rule table.
An import rule defines how Blended Agent imports data from an import list into a contact table. The information in the contact table can then be used to build a dialing list.
An import list is a raw set of customer contacts (in text file format) that can be imported into a contact table and used to build a dialing list. The import list may also be referred to as an import file or a contact file. The import list is associated with a particular campaign and query rule.
The Import Rule (see Import_Rule) contains a list of all the import rules and their associated import lists.
The Import Rule Real Time (see Import_Rule_Real_Time) and the Import Rule History (see Import_Rule_History) contain statistics on the Outbound Option imports and the success rate of the imports.
The Import Rule Clause (see Import_Rule_Clause) defines the portions of an import list to be imported by the Blended Agent Import Rule process.
The dialer is is used in Outbound Option to define the relationship between skill groups, the ACDs to which they are connected, and the ports on a dialer board. The settings you assign to the dialer control how it handles dialing from your location and how it responds to answering machines or human voices. Several database tables control dialer configuration and record statistics.
The Dialer (see Dialer) contains configuration information for each dialer in a Outbound Option implementation.
The Dialer Port Map (see Dialer_Port_Map) maps port numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mapping to dialer ports.
Two reporting tables, Dialer Real Time (see Dialer_Real_Time) and Dialer Half Hour (see Dialer_Half_Hour) provide statistics for reporting on dialer execution.
Two reporting tables, Dialer Skill Group Real Time (see Dialer_Skill_Group_Real_Time) and Dialer Skill Group Half Hour (see Dialer_Skill_Group_Half_Hour) provide reports on campaigns running on a dialer.
The Dialer Detail (see Dialer_Detail) is a historical table that saves the detailed dialer records that allow enhanced troubleshooting and tracking of dialer attempts, agent-skipped calls, and termination codes.