Administration Tasks

This chapter covers the following topics:

• Outcome
• Creating an Outcome
• Updating an Outcome
• Removing an Outcome
• List of Results
• Creating a Result
• Updating a Result
• Removing a Result
• List of Reasons
• Creating a Reason
• Updating a Reason
• Removing a Reason
• Activity Type
• Creating an Activity Type
• Updating an Activity Type
• Removing an Activity Type
• List of Actions
• Creating an Action
• Updating an Action
• Removing an Action
• Wrap Up
• Creating a Wrap Up
• Updating a Wrap Up
• Removing a Wrap Up
• Action-Activity Type
• Creating an Action-Activity Type Pair
• Updating an Action-Activity Type Pair
• Removing an Action-Activity Type Pair

Outcome

Use the Outcome hyperlink to maintain a list of interaction outcomes.

Creating an Outcome

Use this procedure to define an outcome.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Outcome.

   The Outcomes page appears.

4. Click Create.

   The Create Outcome window opens.

5. In the Code field, type code for outcome.

   Outcome Code cannot be changed for seeded values.

6. In the Short Description field, type a short description of the outcome.

   The short description appears in the list of outcomes.

7. Optionally, in the Long Description field, type a more detailed description of the outcome.

   This field is for informational purposes only.

8. If you want to indicate that the outcome is positive, then select the Positive Outcome box.

9. If you want to require a result with this outcome, then select the Result Required box.

10. If you want to indicate that the outcome is related to a phone call, then select the Telephony Related box.

11. In the Generate Callback field, select the type of callback that you want the outcome to generate.

    You have the following options:

    • Private: Generate a callback that must be made by the original agent.

    • Public: Generate a callback that can be made by any agent.

    • None: Do not generate a callback.

12. In the Success field, indicate whether the outcome is a successful outcome.

    You cannot change this field after the server is saved.

13. If you want to use the outcome immediately, then select the Active box.

14. Click Create.

Updating an Outcome

Use this procedure to update an outcome.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Outcome.

   The Outcomes page appears.

4. Click an ID hyperlink.

   The Edit Outcome page appears.

5. In the Short Description field, enter a short description of the outcome.

   The short description appears in the list of outcomes.

6. Optionally, in the Long Description field, enter a more detailed description of the outcome.

   This field is for informational purposes only.

7. If you want to indicate that the outcome is positive, then select the Positive Outcome box.

8. If you want to require a result with this outcome, then select the Result Required box.

9. In the Generate Callback field, select the type of callback that you want the outcome to generate.

   You have the following options:

   • Private: Generate a callback that must be made by the original agent.

   • Public: Generate a callback that can be made by any agent.

   • None: Do not generate a callback.

10. If you want to indicate that the outcome is related to a phone call, then select the Telephony Recycling Code box.

11. If you want to use the outcome immediately, then select the Active box.

12. Click Update.

Removing an Outcome

Use this procedure to delete a user-defined outcome. You cannot delete seeded outcomes.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Outcome.

   The Outcomes page appears.

4. Select the Select box for the outcome that you want to delete.

   You cannot delete seeded outcomes.

5. Click Delete.

   The selected outcome is removed from the list and the Outcomes page refreshes.

List of Results

Use the Result hyperlink to maintain a list of results.

Creating a Result

Use this procedure to define a result.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Result.

   The Results page appears.

4. Click Create.

   The Create Result window opens.

5. In the Code field, type a code for the result.

   Result Code cannot be changed for seeded values.

6. In the Short Description field, enter a short description of the result.

   The short description appears in the list of results.

7. Optionally, in the Long Description field, enter a more detailed description of the result.

   This field is for informational purposes only.

8. If you want to indicate that the result is positive, then select the Positive Result box.

9. If you want to require a reason with this result, then select the Reason Required box.

10. If you want to use the result immediately, then select the Active box.

11. Click Create.

Updating a Result

Use this procedure to update a result.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Result.

   The Results page appears.

4. Click an ID hyperlink.

   The Edit Result page appears.

5. In the Short Description field, enter a short description of the result.

   The short description appears in the list of results.

6. Optionally, in the Long Description field, enter a more detailed description of the result.

   This field is for informational purposes only.

7. If you want to indicate that the result is positive, then select the Positive Result box.

8. If you want to require a reason with this result, then select the Reason Required box.

9. If you want to use the result immediately, then select the Active box.

10. Click Update.

Removing a Result

Use this procedure to delete a user-defined result. You cannot delete seeded results.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Result.

   The Results page appears.

4. Select the Select box for the result that you want to delete.

   You cannot delete seeded results.

5. Click Delete.

   The selected result is removed from the list and the Results page refreshes.

List of Reasons

Use the Reason hyperlink to maintain a list of reasons.

Creating a Reason

Use this procedure to define a reason.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Reason.

   The Reasons page appears.

4. Click Create.

   The Create Reason window opens.

5. In the Code field, type a code for the reason.

   You cannot change this field after the reason is saved.

6. In the Short Description field, enter a short description of the reason.

   The short description appears in the list of reasons.

7. Optionally, in the Long Description field, enter a more detailed description of the reason.

   This field is for informational purposes only.

8. If you want to use the reason immediately, then select the Active box.

9. Click Create.

Updating a Reason

Use this procedure to update a reason.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Reason.

   The Reasons page appears.

4. Click an ID hyperlink.

   The Edit Reason page appears.

5. In the Short Description field, enter a short description of the reason.

   The short description appears in the list of reasons.

6. Optionally, in the Long Description field, enter a more detailed description of the reason.

   This field is for informational purposes only.

7. If you want to use the reason immediately, then select the Active box.

8. Click Update.

Removing a Reason

Use this procedure to delete a user-defined reason. You cannot delete seeded reasons.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Reason.

   The Reasons page appears.

4. Select the Select box for the reason that you want to delete.

   You cannot delete seeded reasons.

5. Click Delete.

   The selected reason is removed from the list and the Reasons page refreshes.

Activity Type

Use the Activity Type hyperlink to maintain a list of activity types.

Creating an Activity Type

Use this procedure to define an activity type.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Activity Type.

   The Activity Types page appears.

4. Click Create.

   The Create Activity Type window opens.

5. In the Code field, type a code for the activity type.

   Activity Code cannot be changed for seeded values.

6. In the Short Description field, enter a short description of the activity type.

   The short description appears in the list of activity types.

7. If you want to use the activity type immediately, then select the Active box.

8. Click Create.

Updating an Activity Type

Use this procedure to update an activity type.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Activity Type.

   The Activity Types page appears.

4. Click an ID hyperlink.

   The Edit Activity Type page appears.

5. In the Short Description field, enter a short description of the reason.

   The short description appears in the list of reasons.

6. If you want to use the activity type immediately, then select the Active box.

7. Click Update.

Removing an Activity Type

Use this procedure to delete a user-defined activity type. You cannot delete seeded activity types.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Activity Types.

   The Activity Types page appears.

4. Select the Select box for the activity type that you want to delete.

   You cannot delete seeded activity types.

5. Click Delete.

   The selected activity type is removed from the list and the Activity Types page refreshes.

List of Actions

Use the Action hyperlink to maintain a list of actions.

Creating an Action

Use this procedure to define an action.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Action.

   The Actions page appears.

4. Click Create.

   The Create Action window opens.

5. In the Code field, type a code for the action.

   Action Code cannot be changed for seeded values.

6. In the Short Description field, enter a short description of the action.

   The short description appears in the list of actions.

7. If you want to use the action immediately, then select the Active box.

8. Click Create.

Updating an Action

Use this procedure to update an action.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Action.

   The Actions page appears.

4. Click an ID hyperlink.

   The Edit Action page appears.

5. In the Short Description field, enter a short description of the reason.

   The short description appears in the list of reasons.

6. If you want to use the activity type immediately, then select the Active box.

7. Click Update.

Removing an Action

Use this procedure to delete a user-defined action. You cannot delete seeded actions.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Actions.

   The Actions page appears.

4. Select the Select box for the action that you want to delete.

   You cannot delete seeded actions.

5. Click Delete.

   The selected action is removed from the list and the Actions page refreshes.

Wrap Up

Use the Wrap Up hyperlink to maintain a list of wrap ups.

Creating a Wrap Up

Use this procedure to maintain a list of a wrap ups.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

• Create an outcome

• Create a result

• Create a reason

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Wrap Up.

   The Wrap Ups page appears.

4. To filter the list of wrap ups, select a filter option.

5. To filter the list of wrap ups, select the filter criteria.

   You have the following options:

   • All

   • Base

6. To copy a wrap up from one marketing source to another, select the Marketing Source Name option, type the name of the marketing source, and then click Copy.

7. Click Create.

   The Create Wrap Up page appears.

8. Optionally, in the Marketing Source Code field, type a marketing source code or click Go to search for a marketing source code.

9. Optionally, from the Marketing Source Name field, type a marketing source name or click Go to search for a marketing source name.

10. From the Outcome field, select an outcome or click Go to search for an outcome.

    If you select an outcome that requires a result, then you must select a result from the Result field.

11. Optionally, from the Result field, type a result or click Go to search for a result.

    If you select an result that requires a reason, then you must select a reason from the Reason field.

12. Optionally, from the Reason field, type a reason or click Go to search for a reason.

13. In the Effective Start Date field, type or select the start date for the wrap up.

14. Optionally, in the Effective End Date field, type or select the end date for the wrap up.

15. In the Level field, select a wrap up level.

    You have the following options:

    • Interaction

    • Activity

    • Both (Default)

16. Click Create.

Updating a Wrap Up

Use this procedure to update a wrap up.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

• Create an outcome

• Create a result

• Create a reason

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Wrap Up.

   The Wrap Ups page appears.

4. Click an ID hyperlink.

   The Edit Wrap Ups page appears.

5. Optionally, from the Marketing Source Code field, type a marketing source code or click Go to search for a marketing source code.

6. Optionally, in the Marketing Source Name field, type a marketing source name or click Go to search for a marketing source name.

7. From the Outcome field, select an outcome.

   If you select an outcome that requires a result, then you must select a result from the Result field.

8. Optionally, from the Result field, type a result or click Go to search for a result.

   If you select an result that requires a reason, then you must select a reason from the Reason field.

9. Optionally, from the Reason field, type a reason or click Go to search for a reason.

10. In the Effective Start Date field, type or select the start date for the wrap up.

11. Optionally, in the Effective End Date field, type or select the end date for the wrap up.

12. In the Level field, select a wrap up level.

    You have the following options:

    • Interaction

    • Activity

    • Both

13. Click Update.

Removing a Wrap Up

Use this procedure to delete a user-defined wrap up. You cannot delete seeded wrap ups.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Wrap Up.

   The Wrap Ups page appears.

4. Select the Select box for the wrap up that you want to delete.

   You cannot delete seeded wrap ups.

5. Click Delete.

   The selected wrap up is removed from the list and the Wrap Ups page refreshes.

Action-Activity Type

Use the Action-Activity Type hyperlink to maintain a list of action-activity type pair.

Creating an Action-Activity Type Pair

Use this procedure to define an action-activity type pair.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

• Create an action

• Create an activity type

• If you want to define a default wrap up for the action-activity type pair, then create a wrap up.

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Action-Activity Type.

   The Action-Activity Type page appears.

4. Click Create.

   The Create Action-Activity Type page appears.

5. From the Action field, type an action or click Go to search for an action.

6. From the Activity Type field, type an activity type or click Go to search for an activity type.

7. Optionally, from the Default Wrap Up ID field, type a default wrap up or click Go to search for a default wrap up.

8. Click Create.

Updating an Action-Activity Type Pair

Use this procedure to update an action-activity type pair.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

• Create an action

• Create an activity type

• If you want to define a default wrap up for the action-activity type pair, then create a wrap up.

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Action-Activity Type.

   The Action-Activity Type page appears.

4. Click an action or activity type hyperlink.

   The Edit Action-Activity Type page appears.

5. From the Action field, select an action.

6. From the Activity Type field, select an activity type.

7. Optionally, from the Default Wrap Up ID field, select a default wrap up.

8. Click Update.

Removing an Action-Activity Type Pair

Use this procedure to delete an action-activity type pair. You cannot delete seeded action-activity type pairs.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History or Interaction History JSP Admin

Prerequisites

None

Steps

1. Click the Interaction History tab.

2. Click the Configuration subtab.

3. In the side panel, click Action-Activity Type.

   The Action-Activity Type page appears.

4. Select the Select box for the action-activity type pair that you want to delete.

   You cannot delete seeded action-activity type pairs.

5. Click Delete.

   The selected action-activity type is removed from the list and the Action-Activity Type page refreshes.