Performance Algorithm

Prerequisites

• The performance management feature has been enabled for the tenant space.
  1. Sign in to the AICC as the system administrator.
  2. Choose Call Center > Tenant Management.
  3. Click Edit in the row containing the current tenant.
  4. Click the Virtual Call Center tab. In the Feature Selection area, enable the Performance Management feature.
     Figure 1 Enabling the performance management feature
     

     The performance management feature depends on the AppCube feature. Before enabling the performance management feature, enable the AppCube feature.

Procedure

1. Sign in to the AICC as a tenant administrator, choose Configuration Center > Performance management > Performance configuration, and choose Performance Algorithm.
   Figure 2 Performance algorithm page
   

2. Click Create and create a performance algorithm.
   Figure 3 Creating a performance algorithm

   

   1. Algorithm Name: Customize a value with a maximum of 100 characters.
   2. Algorithmic Equation: Insert variables to create an algorithm equation. The algorithm equation supports the following symbols: +–%*/[](). Example: [Satisfaction score]*0.2+[Working hour fulfillment rate]*0.2+[Call success rate]*0.2+[Call completion rate]*0.2 Variables that can be inserted into the algorithm equation are as follows:
      • Satisfaction score
      • Manual inspection score
      • Intelligent quality inspection score
      • Working hours
      • Average Processing Duration
      • Total number of calls
      • Number of calls for which the call reason is recorded
      • Intelligent Training Score
   3. Decimal Place: Enter the number of decimal places to be retained in the final performance score. The default value is 1.
   4. Equation Check: Set a simulated test based on the algorithm equation. Click Start verification. The calculation is performed based on the selected indicators.

3. After all the preceding information is configured, click Save.
4. In the Operation column, click Edit, Delete, or Reference List for the current performance algorithm as required. If a performance algorithm is referenced by a performance plan, the performance algorithm cannot be deleted but can be modified.