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Agenda Day 1
CCU System Interfaces Acronyms and URLs Agent and Call types
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Agenda Day 1
Agent Operations
Login / logout, Go Available / Go Unavailable Answer / transfer / put on hold / hang up Telephone, Email, Chat CosmoTracker & mini Wallboard Web Agent Guide Agent Exercises
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Agenda Day 1
Supervisor Operations
Supervisor Monitoring Real Time / Wallboard Historical Reports CosmoCorder Documentation Supervisor Exercises
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Agenda Day 1
Skills, Queues, Groups, & Personnel Permission Profiles Applications Folders Wrap up codes & Release codes
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Agenda Day 2
Verifying Symptoms and Scope Gathering Logs Provide the All required information
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Agenda Day 2
Introduction to CosmoDesigner
Exam
Written section: 20 multiple choice questions 1 hour Practical section: 4 part practical exercise 2 hours
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CCU System Interfaces Acronyms and URLs Agent and Call types
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Mail (OWA)
RealTimeReports (Supervisor) Wallboard Historical Reports (Supervisor) CosmoCorder (Supervisor) CosmoTracker WebAdministrator (Administrator) CosmoDesigner (Call Flow Designer) Campaign Manager (Administrator)
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CosmoAgent
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RealTimeReports
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Wallboard
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Historical Reports
Shows all calls completed for a date and time period, export to csv or excel files.
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CosmoCorder
Plays back recorded calls with agents; can be searched by DNIS, Agent name, etc.
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CosmoTracker
CosmoTracker tracks all call activities. Can be accessed directly or easily integrated with CCU Agent.
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WebAdministrator
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CosmoDesigner
CosmoDesigner is a tool for designing Call Flow scripts using a graphic interface.
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Campaign Manager
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Acronyms
CSR Customer Service Representative OWA Outlook Web Access MWA Message Web Access RTR Real Time Reports A2A Agent to Agent (Voice Call) AIS Agent Interaction Server APS Agent Proxy Server DP Dialing Plan
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URLs
CosmoAgent
URL http://ccu-a.domaina.com/cosmoagent
URL http://ccu-a.domaina.com/realtimereports URL http://sql-a.domaina.com/reports URL http://sql-a.domaina.com/cosmocorder http://ccu-a.domaina.com/ccwallboard
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Historical reports
CosmoCorder
Wallboard
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Agent types
Web Agent
URL http://ccu-a.domaina.com/cosmoagent
Agent.msi creates Agent Workstation desktop icon. Agent Preferences: use voice device Can be set by administrator Call a script, enter numerical user name and password.
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Desktop Agent
Hybrid Agent
Phone Agent
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Call types
Inbound Outbound Campaign (called by Dialer) Agent to Agent (Voice) Video (IVVR) Direct Inward Dial
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Call types
Text Voicemail (WAV file attachment) Callback (Delivery Date and Time, Number) Outbound Personal Email (InBox instead of Folder)
Text With Audio (2-way) With Video (1-way or 2-way) With Collaborative Web Browsing
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Chat
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Agent Operations
A.
B.
C.
Launch / Login the Agent program / Close the Agent program Go Available / Go Unavailable / Chose a release code Calls (All Media) answer / transfer / accept transfer / put on hold / answer from on hold / Hang up
1.
2.
Telephone calls Agent to Agent call / Conference Email calls Text / VoiceMail
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Go Available
Click on the Availability button in the upper left corner of the window to make your agent available to answer calls.
The Availability button will change from a RED ball to a Green ball.
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Go Available
Right Clicking on the Enhanced Web Agent system tray icon and clicking Go Available or pressing Win-F3 will also make your agent available to answer calls.
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Go Unavailable
Clicking on the Availability button, on Go Released or pressing Win-F3 will make your agent unavailable to answer calls. Choose a release code from the menu.
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Answering Calls
Click on the Green Answer button on the right side of the Web Agent Screen to answer calls. Win-F4 or clicking on Answer in the System Tray Icon Menu will also answer the call.
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Transferring Calls
Click on the Xfer/Conf button under Line-1 to transfer or conference calls. The call can be transferred to an agent, a phone or to a system queue, script or for messages a folder.
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Hanging up Calls
Click on the RED Hang Up button to end a call. Clicking on Hang Up in the Web Agent System Tray menu, or pressing WIN-F12 will also hang up a call. Choose a wrap-up code and enter any comments about the call.
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Email Calls
Emails can be text emails that can be sent an email reply or forwarded to another email address.
Emails can also have attachments: WAV files for Voicemails, which require a phone call to answer.
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Canned Phrases
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Emails can be deferred and answered later. If they stay in the deferred folder too long they can be routed to another agent to be answered.
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Email History
Email history shows all email replies related to the original email call.
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Queues Folders
Agents can see folders assigned to their group or permission profile. Agents can PULL emails or wait until the system routes the email.
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Chat Calls
Chat calls are only inbound. Agents can open a Co Browsing window to guide a caller through web Pages.
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CosmoTracker
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Mini Wallboard
Shows Queues agent is servicing, How many calls are in queue, and how long the oldest call has been waiting.
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Agent Help link in Web Agent https://support.cosmocom.com Printable Web Agent Guide - CCU 5.1.pdf
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Agent Exercises
Agent
Launch an agent Make your agent available Answer calls: Phone, email, chat Hang up a call, choose a wrap-up code Make an outbound call
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Agent
User Name, Password Choose a release code when becoming unavailable. Telephone E-Mail
Text VoiceMail
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Agent
Telephone
Reply to an E-mail
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Agent
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Supervisor Operations
Supervisor Monitoring Real Time / Wallboard Historical Reports CosmoCorder Documentation Supervisor Exercises
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Supervisor Monitoring
Supervisor Monitoring Has 2 steps 1. Select the agent to be monitored. 2. Select the mode.
Monitoring Modes
Silent The Supervisor can audit the agents. Whisper The Supervisor can mentor the agents. Barge In The Supervisor can assist the agent. To change modes, the supervisor Must click the stop button.
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all Call and Agent Data and has five displays: Call Center, Queues, Campaigns, Groups and Agents.
RTR
indicates the status of all logged in Agents, # of Calls in queue and the longest waiting time in queue.
RTR
also indicates if each Queues TQoS and Service Level is being met.
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Historical Reports
Historical Reports are documented in the Tenant Administrator Guide. They are grouped into five catagories:
ACD Call center averages Agent Calls answered, time in each state Queue Service levels achieved or missed Event Audit Trail - individual call records Licensing Reports agent license usage reports
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Historical Reports
Historical report data can be exported to a XML, CSV, TIFF, PDF, Web Archive or Excel file.
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Historical Reports
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Historical Reports
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CosmoCorder
CosmoCorder allows supervisors to access recordings of calls to agents from a web site. Calls can be searched for by ANI, DNIS, Agent or time of day.
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Documentation
Agent Documentation
https://support.cosmocom.com/display/DOC/C osmoCall+Universe+Web+Agent+User+Guide+ Table+of+Contents CosmoCall Universe Web Agent User Guide https://support.cosmocom.com/display/DOC/In troduction+-+Supervisor+CCU+5.0-5.1 Web-based Supervisor Guide Table of Contents
Supervisor Documentation
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Supervisor Exercises
Monitor an Agent in call. Access Real Time Reports. Access Historical Reports. Access CosmoCorder. Access Queues Folders. Access Supervisor Documentation.
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Edit Integration.js; change the variable IntegrationPresent = false to true Then set the variable IntegrationTitle = to CRMData with a non breakable space in front to prevent cropping the first letter " MyCRMData This will be the displayed label for the CRM window. To Open a web page upon launching a web agent, edit the function Integration_AgentStarted(objAgent, objBrowser) To do a screen pop when the agent is in the Ringing state edit the function Integration_NewCall(objCall, objBrowser)
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Original integration.js
// <SCRIPT LANGUAGE="JavaScript"> var IntegrationPresent = false; var IntegrationTitle = ""; function Integration_AgentStarted(objAgent, objBrowser) { //objBrowser.navigate("http://www.google.com"); } function Integration_AgentClosing() { } function Integration_NewCall(objCall, objBrowser) { }
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Edited integration.js
// <SCRIPT LANGUAGE="JavaScript"> var IntegrationPresent = true; var IntegrationTitle = " CRMData"; function Integration_AgentStarted(objAgent, objBrowser) { objBrowser.navigate("http://Trainer.Training.com/DTScripts/DBLook up.asp?CustID="); } function Integration_AgentClosing() { } function Integration_NewCall(objCall, objBrowser) { var CRMData = objCall.CallInfo.OptPar.CustomerID; objBrowser.navigate(" http://Trainer.Training.com/DTScripts/DBLookup.asp?CustID =" + CRMData); }
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Skills, Queues, Groups, & Personnel Permission Profiles Applications Folders Wrap up codes & Release codes
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Tenant Determination
Media specific tenant determination Default Tenant ID for phone calls Application Rules (XML Scripts) Event Flow Chart and Media Types Queue and Skill(s) Validation
Primary and Secondary Queues Target Quality of Service (TQoS) Skills are used to disqualify agents
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Prioritization
Agent Determination
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Call Rejection or InQueueTimeout Scripts Pickup Timeout or Call Aged Scripts RTR detail Handling calls within TQoS
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Tenant Determination
Tenant ID is set by the DNIS for Phone calls Tenant ID set by Public Folder for Emails Tenant ID is set by Tenant Name for Web calls. If a Phone calls DNIS does not match any assigned in WebAdministrator, DNIS Pool, the call will be routed to the DefaultTenant, the Tenant whose ID = 0
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For Phone calls and emails, application rules are evaluated in ID order; the first application whose rule returns TRUE determines which set of scripts is run. Rules can be in the form:
Web Calls ignore Rules, Application Name is set in the Web Call Page or a Default Application is set for the Tenant. If none of the Applications return TRUE, the Default Application will run for any media call.
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Phone Caller
IVR Script
Timeout
#1
#2
Reject
#1
Call Queued
Timeout
#2
Timeout
#2
Transfer
In Call
Hold
Music On Hold script (Phone Caller only) Legend Gray shaded boxes=scripted event White boxes=non-scripted event #1
Hangup
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After IVR, Call Arrival, InQueue Timeout, Pickup Timeout and CallRejected events where Terminate is set to no, the Queue and Skill(s) are validated and the Call is (re)submitted to the Call Management Server (CMS) for Accept or Reject Determination. Emails with Invalid Queue or Skill(s) are placed in the Dead Letter Folder and NOT routed to Agents.
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Primary Queues are always answered first; Secondary Queues are only answered if:
No calls in any of the primary queues exist, or The next available agent does not qualify for any calls in any of the primary queues.
TQoS
If there are more than one Primary or Secondary queues assigned to a group, their relative priority is determined by setting the TQoS of each queue. TQoS sets the arrival time bias for the call; calls are answered in arrival time (plus TQoS) order.
Skills are used to Disqualify agents who do not have at least all the skills of the call. Agents who do not qualify to answer a call will answer the next call in line they do qualify to answer.
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Skills
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Skills
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Skills TQOS
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Skills
If a call is rejected or reaches its In Queue Timeout, scripts can offer Voicemail or send the call to the Operator. If a call times out ringing an agent or if an email is unanswered or deferred for too long, scripts can resubmit the call to the system and ring the same or a different agent.
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RTR Detail
If French Sales phone calls are waiting a long time in the Sales Queue, putting those calls into a FrenchSales Queue could make supervisors more aware of the situation. If calls are not being answered within their TQoS, A Tenant Administrator could add that queue to other agent groups to help out.
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Configure a Tenant
Skills, Queues and Group(s) Teams Permission Profiles Personnel Licenses DNIS Pool Applications Folders Release Codes Wrap-up Codes
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Skills
Skills are assigned to personnel. Skills can also be assigned to Queues or Folders from the Web Administrator. Skills are used to disqualify agents who do not have at least ALL the skills of the call.
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Queues
Assignment as a primary or secondary queue to one or more groups. InQueueTimeout, in seconds. Skills to be inherited if call has no skills, this should only be used when ALL calls in this queue should always have the same skills. TQoS, an arrival time bias to give this queues calls higher or lower priority than other queues.
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Groups
In some tenants, one group may be sufficient Multiple groups are used for two reasons
1.
2.
Different queues are to be assigned to different groups and the tenant does not want to use skills to separate these calls. The tenant wants to use standard reports, both realtime and historical, to track the performance of different groups of agents even though all or most queues are services by all groups
Calls can be transferred to other agents in other groups whether or not they are servicing that queue or have all the skills of the call
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Skills
Skills TQOS
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Skills
Teams
Does not affect Routing. Teams are used to group agents for supervisor monitoring purposes: French Speaking Agents, New Agents, Agents trained in Product XYZ Teams can span groups. Teams can be sub groups. Teams can be used in Permission Profiles.
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Permission Profiles
RAPS
Report or Administer by Campaign, Group, Queue or Team Playback or Supervise by Group or Team
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Configure a Tenant
Personnel
Agents: Assign to a group, add skills, Licenses Add (Permission) profile to make Supervisor or Administrator
Concurrent Agent Logins: allows agents to login and be in call for as long as they want. Named Agent Logins: Limits the number of agents that can be configured for a tenant. Flex Agent Logins: allows agents to login for as long as they want but limits the number of hours they can be in call.
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Simultaneous Inbound Telephone Sessions: the number of simultaneous inbound telephone calls your tenant may receive. Simultaneous Outbound Telephone Sessions: the number of simultaneous outbound telephone calls your tenant may receive. IVR Sessions: the number of simultaneous interactive script (running a script with a GetDigits or GoTo block) sessions your tenant may receive.
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Configure a Tenant
PD Server Agent Logins: allows an agent to receive PDS dialed call. CosmoConnector License: allows an agent to run integration scripts for screen pops from 3rd party software like Siebel. Tenant Resources, tenant name, DNIS Pool can be used to assign DID numbers to agents.
DNIS Pool
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Configure a Tenant
Applications
An HTTP path to the Web directory that contains a set of scripts for this tenant. Alternate scripts can be run for testing before making them the production scripts.
Folders can set TQoS and Queue values, you may want to create 2 folders for each Queue, one for e-mail with a LARGE TQoS (ex. 1800 seconds i.e. 30 minutes) and one for Voicemails with a Moderate TQoS (ex. 300 seconds I.e. 5 minutes).
Folders
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Configure a Tenant
Release Codes
Short breaks from being available. Calls will NOT be rejected if a qualified agent is logged in, even if the agent is released. Track either time spent supporting call:
Wrap-up Codes
Make sure to add Other for non standard Wrap-up activities or outcomes.
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CosmoDialer
CosmoDialer Architecture
CCU Predictive Dialer Server (PDS) (one per system) Sytel Dialer (one per system) Sytel Campaign Manager (one per tenant)
Campaign Types, Setting Up a Campaign & The Campaign Wizard Dialing and Tuning Retry Options Database Input, Multiple Phone Numbers, Database Output Filters Time Zone Management, Do Not Call Lists
Campaign Manager
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CosmoDialer Architecture
CMS Agent Agent Agent
GW GW GW
PDS CFM DB
DP DB CM Dialer
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Campaign Types
Predictive - Sytel dialer controls Call rate Preview-Closed Call data sent to agent before call, call dialed automatically. Preview Open - Call data sent to agent before call, Agent determines if call is made. Agentless Messages are played to people called or answering machines, people can be routed to IVR.
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Setting Up a Campaign
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Configure the General properties: Campaign type, Operational Parameters, and End of List Behavior
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Telephony Setup: CT layer identifier (Tenant Name), Call Routing Options, and Call Progress Analysis. Predictive campaigns use Switch determines route, all other campaign types use default.
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Retry Options
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Database Input
Server-side data source configuration: link to System DSN, Run from table or view.
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Database Output
Result data can be stored in the database Must be configured for retries to work
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Filters
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Use to ensure your contacts are called at reasonable times Requires pre-processing
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WebAdministrator, Tenant Resources, Campaigns Campaign Name in WebAdministrator MUST match Campaign name set in Campaign Manager.
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Gathering Logs
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Verify that the problem is repeatable. Check if problem is consistent on more than one machine. Determine scope of problem.
Problem affects occasional phone calls. Problem consistently affects every 3rd phone call. Problem affects every phone call. Problem is isolated to one agent. Problem is isolated to 2 of 5 agents machines checked. Problem is consistent on all agents checked (5).
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Gathering Logs
Set Verbosity
Must be set to 255 for services affected Ex. Syslog Logs: VCS.txt, Messages.txt
Install DebugView
Ex. WebAgentLog-2007-01-05-08-57-04.txt
Time symptom occurred: January 05, 2007, 8:59:05 AM Agents First and Last name, in Web Administrator, who answered the problem call
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New Mail tab on Web Agent does not populate in the Default_Standard.htm Web Agent.
Ran Standard Web Agent from 2 Lab machines and from the production system. Open IE, Navigate to http://TS1.U5Training.com/cosmoagent/default_standard.htm January 05, 2007, 8:59:05 AM CosmoCall Universe Version, 5.0.272
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Introduction to CosmoDesigner
Using CosmoDesigner Applications and Rules Coordinating WebAdministrator Queues and Skills with Designer
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Using CosmoDesigner
CosmoDesigner URL
Starting CosmoDesigner
Set as trusted site in IE Download ActiveX control Documentation accessed through HTML help
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Rules affect Voice and Email, NOT Chat. If using test scripts, set that application first and create the Production application second, set production application rule to true. Set Default Application to Production application.
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Copy and paste Queue and Skill names between WebAdministrator and CosmoDesigner.
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CosmoDesigner can load scripts into Web Directory Folders using the Publish feature if enabled. WAV files must be sent to the Service Provider in 8KHz, 16bit, mono format for loading into the Web Directory Folders.
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WAV files
Audio files must be saved as 8KHz, 16bit mono WAV files, if a WAV file is missing, or not addressed correctly, the script will end at that block. Wav Files can only play in IVR, IVRTimeout, MusicOnHoldWhileInQueue, MusicOnHold, and CallRejected scripts or scripts accessed from these scripts using a GoTo block. Test by copying into IE
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Voicemail scripts
Records WAV file and sends email with WAV file attached. Enter correct email address from Folder setting in WebAdministrator.
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Email scripts
Call Aged (runs when email has been waiting in Folder for Aging Timeout Interval)
Tenant Resources, Properties: Ageing Timeout Interval (480 minutes by default). CCU MBX ToDO (ReRoute or leave)
Call Pre Sent (runs when Agent replies or forwards an email message)
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Log block
CallerMessage block can be used to collect flags indicating path of call in scripts.
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CosmoDesigner Logs
Sends an email of XMLInterpreter log. CallID is in subject of email. Contains the input and output of every block in that script from that block to end of the Event.
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