Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Public Resources/ Modifying Policy Information
Updated on 2024-10-12 GMT+08:00
View PDF
Share

Modifying Policy Information

A tenant administrator can directly modify the agent call policy of the tenant space without contacting O&M personnel. The policy information includes the call allocation mode, rest queuing policy, whether to release calls not answered for a long period, and whether to set agents who do not answer for a long period to the busy state.

Prerequisites

None

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > System Management > Tenant Information.
  2. In the Policy Information area, click to enter the editing mode.

    Figure 1 Page for modifying policy information

  3. Modify policy information based on Table 1.

    Table 1 Policy information parameters

    Parameter

    Description

    Value Range

    Call Allocation Mode

    Call allocation mode.
    • Optimal
    • Average
    • Agent with most skills

    Default value: Optimal

    Table 2 describes the parameters.

    Rest Queuing Policy

    Rest queuing policy.
    • Agent who applies for a rest first: When there is a rest place, the system sets the agent who applies for a rest first to the rest state.
    • Agent with the least rest on the current day: When there is a rest place, the system sets the agent with the least rest on the current day to the rest state.

      Rest ratio of a day = (Total rest duration during historical sign-in periods on the day + Rest duration during the current sign-in period)/(Total sign-in duration during historical sign-in periods on the day + Sign-in duration during the current sign-in period)

    Default value: Agent who applies for a rest first

    Release Calls Not Answered for a Long Period

    Whether to release calls not answered for a long period.
    • : no
    • : yes

    Default value:

    Set Agents Who Do Not Answer for a Long Period to the Busy State

    Whether to set agents who do not answer for a long period to the busy state.
    • : no
    • : yes

    Default value:

    Table 2 Call allocation modes

    Call Allocation Mode

    Description

    Scenario

    Processing

    Optimal

    In this mode, a call is preferentially allocated to the agent who meets the call skill requirements and has the fewest skills.

    When there are multiple agents who meet the requirements, the system allocates the call to one of the agents at random.

    A VDN has the following idle agents at a certain time:

    • Agent A has skill 1 and skill 2.
    • Agent B has skill 1.
    • Agent C has skill 1, skill 2, and skill 3.

    The call that is first selected from skill queue 1 is allocated to agent B.

    Average

    In this mode, the system allocates calls to agents with the longest idle time in turn according to the idle time of the agents.

    The call that is first selected in skill queue 1 is allocated to the agent with the longest idle time.

    Agent with most skills

    In this mode, a call is preferentially allocated to the agent who meets the call skill requirements and has the most skills.

    When there are multiple agents who meet the requirements, the system allocates the call to one of the agents at random.

    The call that is first selected from skill queue 1 is allocated to agent C.

  4. Click Save.