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Setting Up Workgroups in Oracle Contact On Demand Administration Manager

Workgroups in Oracle Contact On Demand are organized under entities called projects. In Oracle Contact On Demand, incoming interactions are routed to a workgroup first, before being assigned to an agent. One or more agents can be assigned to a workgroup.

You can specify the agent skills that are important for agents in a workgroup to possess, and assign weights to each skill; this helps Oracle Contact On Demand to route incoming requests to the agent most qualified to receive them.

NOTE:  A single workgroup queue can be used to handle chat, email, and phone calls in Oracle Contact On Demand.

This task is a step in Process of Setting Up Oracle Contact On Demand Administration Manager.

To set up a workgroup in Oracle Contact On Demand Administration Manager

1. Navigate to the Options screen, then Workgroups view in Oracle Contact On Demand Administration Manager, and click Add.
2. On the Workgroups screen that opens with the Name tab, enter a name and description for the chat workgroup.
3. Go to the Agents tab, and select the agents that you want to add to this workgroup.
4. Go to the Association tab, and specify the routing associations for this workgroup, as required.

   Normally, Oracle Contact On Demand routes new interactions to the first available agent in the workgroup.

5. Go to the Skills tab, and assign skills to this workgroup, and a weight to each skill.

   Oracle Contact On Demand uses agent skills to identify and route requests to the agent in the workgroup most qualified to receive them.

   NOTE:  When Oracle Contact On Demand routes a call requiring a specific agent skill to a workgroup, it chooses an agent based on a formula that considers both the agent's score for the required skill and the weight that is assigned to that skill for agents in this workgroup.

   For more information about setting up skills, see Setting Up Skills in Oracle Contact On Demand Administration Manager.

6. Go to the Overflow tab, and define workgroup overflow conditions.

   The purpose of defining workflow overflow conditions is to make sure that interactions that are waiting too long for an agent response are given immediate attention. Oracle Contact On Demand handles two workgroup overflow conditions:

   • Interaction wait-time exceeded
   • Number of queued interactions exceeded
7. Go to the Options tab, and set the following options:
   • Set the Initial Wait Time to at least one minute.
   • Select Stay in the Queue if you want chat requests to remain in the queue until an agent becomes available, or until an agent logs in and becomes available.
   • Select Disconnect if you want to release chat requests when no agents are logged in.
8. Go to the Service Level tab, and set workgroup service levels.

   A workgroup service level lets a supervisor monitor whether online interactions (in this case, chat interactions) are being accepted at a specific rate.

9. Click OK.

For more information about setting up workgroups in Oracle Contact On Demand Administration Manager, see Oracle Contact On Demand Administration Manager Guide.