Administration Tasks

This chapter covers the following topics:

Interaction Blending Service Levels

Use the Service Levels subtab to manage service levels for inbound and outbound contact channels.

Creating an Inbound Service Level

Use this procedure to define a level of service for inbound contact channels. Inbound service levels can be associated with time intervals in inbound service plans.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Click the Service Levels subtab.

    The Service Levels page appears.

  3. Click Create Service Level.

    The Create Service Level page appears.

  4. In the Service Level Name field, type a unique name for the service level.

    You cannot change this field after the service level is saved.

  5. Optionally, in the Service Level Description field, type a description of the service level.

    You cannot change this field after the service level is saved.

  6. In the Direction field, select Inbound.

  7. Click Continue.

  8. In the Service Goal Percentages fields, define the target rate for handling inbound contacts (for example, answering 80% of calls within 20 second).

    The percentage must be a positive integer between 0 and 100. Fractions and decimals are not allowed.

  9. In the Max Wait Time field, enter the maximum time in seconds that an inbound contact will wait in a queue before being handled.

    The maximum wait time must be greater than or equal to the handle time.

  10. In the Minimum Agents field, enter the minimum number of agents that must be available to receive inbound contact when meeting this service level.

    The minimum number of agents must be equal to or greater than zero.

  11. Click Submit.

Creating an Outbound Service Level

Use this procedure to define a level of service for outbound contact channels. Outbound service levels can be associated with time intervals in outbound service plans.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Click the Service Levels subtab.

    The Service Levels page appears.

  3. Click Create Service Level.

    The Create Service Level page appears.

  4. In the Service Level Name field, type a unique name for the service level.

    You cannot change this field after the service level is saved.

  5. Optionally, in the Service Level Description field, type a description of the blending service level.

    You cannot change this field after the service level is saved.

  6. In the Direction field, select Outbound.

  7. Click Continue.

  8. In the Hourly Rate field, enter the target number of outbound contact attempts in a hour.

  9. In the Minimum Agents field, enter the minimum number of agents that must be available to attempt outbound contact when meeting this service level.

    The minimum number of agents must be equal to or greater than zero.

  10. Click Submit.

Updating a Service Level

Important: Modifications to service levels are applied to the current session of Oracle Interaction Blending and will affect the service plans to which the service levels have been assigned.

Use this procedure to update a service level.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Click the Service Levels subtab.

    The Service Levels page appears.

  3. Click a Service Level Name hyperlink.

    The Service Level Details page appears.

  4. Modify the appropriate fields.

  5. Click Apply.

Removing a Service Level

Use this procedure to delete a user-defined service level. You cannot delete seeded service levels or service levels that have been assigned to a service plan. On the Service Levels page, a seeded service level has one asterisk in the Remove column and an assigned service level has two asterisks in the Remove column.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

If the service level is assigned to a service plan, then you must first disassociate the service level from the service plan.

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Select the Service Levels subtab.

    The Service Levels page appears.

  3. Select the Remove box for the service level that you want to delete.

  4. Click Apply.

    The service level is removed from the list and the Service Levels page refreshes.

Interaction Blending Service Plans

Use the Service Plans subtab to manage service plans for inbound and outbound contact.

Creating an Inbound Service Plan

Use this procedure to create a service plan for inbound contact.

Login

Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Click Create Service Plan.

    The Create Service Plan page appears.

  3. In the Service Plan Name field, type a unique name for the service plan.

    You cannot change this field after the service plan is saved.

  4. Optionally, in the Service Plan Description field, type a description of the service plan.

    You cannot change this field after the service plan is saved.

  5. In the Direction field, select Inbound.

    You cannot change this field after the service plan is saved.

  6. In the Media Type field, select Web Callback.

    You cannot change this field after the service plan is saved.

  7. If you want to copy the service level assignment for an existing, user-defined, service plan, then select a service plan from the Select Template Service Plan list.

    This feature copies service level assignments only. It does not copy contact channel assignment or regional service plans.

  8. Click Continue.

    The Create Service Plan Details page appears. By default, the seeded service level, Medium-In, is assigned to all days and times.

  9. To assign service levels for a day of the week, do the following:

    1. In the Set Daily Range area, select one or more days.

    2. In the Time Range field, select a start and end time of the time interval to which the service level will be assigned.

    3. From the Level of Service list, select a service level and then click Set.

      The week view displays the assigned service level.

    4. To assign additional service levels, select a time range and service level, and then click Set.

  10. To assign service levels for an exception date, do the following:

    1. In the Specific/Exception Dates area, in the Add field, type or select a date.

    2. In the Time Range field, select a start and end time of the time interval to which the service level will be assigned.

    3. From the Level of Service list, select a service level and then click Set.

      A day view appears with the assigned service levels.

  11. Click Continue.

    The Create Service Plan Assignment page appears.

  12. Assign inbound contact channels to the service plan.

  13. Click Submit.

Creating an Outbound Service Plan

Use this procedure to create a service plan for outbound contact.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Click Create Service Plan.

    The Create Service Plan page appears.

  3. In the Service Plan Name field, type a unique name for the service plan.

    You cannot change this field after the service plan is saved.

  4. Optionally, in the Service Plan Description field, type a description of the service plan.

    You cannot change this field after the service plan is saved.

  5. In the Direction field, select Outbound.

    You cannot change this field after the service plan is saved.

  6. In the Media Type field, select Advanced Outbound Telephony.

    You cannot change this field after the service plan is saved.

  7. If you want to copy the service level assignment for an existing, user-defined, service plan, then select a service plan from the Select Template Service Plan list.

    This feature copies service level assignments only. It does not copy contact channel assignment or regional service plans.

  8. Click Continue.

    The Create Service Plan Details page appears. By default, the seeded service level, Medium-Out, is assigned to all days and times.

  9. To assign service levels for a day of the week, do the following:

    1. In the Set Daily Range area, select one or more days.

    2. In the Time Range field, select a start and end time of the time interval to which the service level will be assigned.

    3. From the Level of Service list, select a service level and then click Set.

      The week view displays the assigned service level.

    4. To assign additional service levels, select a time range and service level, and then click Set.

  10. To assign service levels for an exception date, do the following:

    1. In the Specific/Exception Dates area, in the Add field, type or select a date.

    2. In the Time Range field, select a start and end time of the time interval to which the service level will be assigned.

    3. From the Level of Service list, select a service level and then click Set.

      A day view appears with the assigned service levels. .

  11. Click Continue.

    The Create Service Plan Assignment page appears.

  12. Assign outbound contact channels to the service plan.

  13. Click Submit.

Updating Service Level Assignments

Use this procedure to update the assignment of service levels to a service plan.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Click a Service Plan Name hyperlink.

    The Service Plan Overview page appears.

  3. In the side panel, click Service Plan Details.

  4. Modify the service level assignments.

  5. Click Apply.

Updating a Contact Channel Assignments

Use this procedure to update the assignment of contact channels to a service plan.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Click a Service Plan Name hyperlink.

    The Service Plan Overview page appears.

  3. Modify the contact channel assignments.

  4. Click Apply.

Adding a Plan Exception

Use this procedure to add a date exception to a service plan.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Click a Service Plan Name hyperlink.

    The Service Plan Overview page appears.

  3. In the side panel, click Service Plan Details.

  4. In the Specific/Exception Dates area, in the Add field, type or select a date.

  5. In the Time Range field, select a start and end time of the time interval to which the service level will be assigned.

  6. From the Level of Service list, select a service level and then click Set.

    A day view appears with the assigned service levels.

  7. Click Apply.

    The Service Plan Details page refreshes.

  8. In the Specific/Exception Dates area, from the Select list, select the exception date.

  9. To assign additional service levels to the exception date, repeat the following steps:

    1. In the Time Range field, select a start and end time of the time interval to which the service level will be assigned.

    2. From the Level of Service list, select a service level and then click Set.

  10. Click Apply.

Updating a Plan Exception

Use this procedure to update a date exception to a service plan.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Click a Service Plan Name hyperlink.

    The Service Plan Overview page appears.

  3. In the side panel, click Service Plan Details.

  4. In the Specific/Exception Dates area, from the Select list, select the exception date.

    A day view appears with the assigned service levels.

  5. To update the service level assignments, repeat the following steps:

    1. In the Time Range field, select a start and end time of the time interval to which the service level will be assigned.

    2. From the Level of Service list, select a service level and then click Set.

  6. Click Apply.

Removing a Service Plan

Use this procedure to delete a user-defined service plan. You cannot delete seeded service plans or service plans with assigned contact channels. On the Service Plans page, a seeded service plan has one asterisk in the Remove column and a service plan with assigned contact channels has two asterisks.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

If a contact channel is assigned to the service plan, then you must first disassociate the contact channel from the service plan.

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Select the Remove box for the service plan that you want to delete.

  3. Click Apply.

    The service plan is removed from the list and the Service Plans page refreshes.

Adding a Regional Plan

Use this procedure to add a regional plan for one or more local sites in a multi-site interaction center.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

Create a service plan.

Create a local server group for a multi-site interaction center.

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Click a Service Plan Name hyperlink.

    The Service Plan Overview page appears.

  3. In the side panel, click Regional Plans.

    The Regional Plans page appears.

  4. Click Create Regional Plan.

    The Create Regional Plan page appears.

  5. In the Regional Plan Name field, type a unique name for the regional plan.

    You cannot change this field after the service plan is saved.

  6. Optionally, in the Description field, type a description of the regional plan.

    You cannot change this field after the service plan is saved.

  7. Click Continue.

    The Create Regional Plan Details page appears.

  8. In the Set Daily Range field, select the days that make up the date range for the regional plan.

  9. In the Specific/Exception Dates fields add or select the days that define the exception to the contact period.

  10. In the Time Range field, enter the start and end time for the regional plan.

  11. In the Level of Service field, select the service level for the plan.

  12. Click Set.

  13. Click Continue.

    The Group Assignment page appears.

  14. In the Available Groups column, select the group or groups that you want to assign to the service plan.

  15. Click Submit.

Updating a Regional Plan

Use this procedure to update a regional plan.

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Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. In the Regional Customization column, select a regional plan and then click Go.

    The Regional Plan Details page appears.

  3. To update the service level assignments, click the Regional Plan Details hyperlink in the side panel.

  4. To update the local server group assignments, click the Group Assignments hyperlink in the side panel.

  5. To save you changes, click Apply.

Removing a Regional Plan

Use this procedure to delete a regional plan.

Login

Oracle HTML Applications

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Click the Blending tab.

    The Service Plans page appears.

  2. Click a Service Plan Name hyperlink.

    The Service Plan Overview page appears.

  3. In the side panel, click Regional Plans.

    The Regional Plans page appears.

  4. Click the Remove box for the regional plan that you want to delete.

  5. Click Apply.