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Example of Using Oracle Contact On Demand

This topic gives one example of how a contact center might be set up and used. You might set up and use a contact center differently, depending on your business model.

A company has a family of products and related services for two different, distinct industries. Each industry offering has two major brand names. Each brand name in turn has multiple products, each requiring special agent skills to support the products. Figure 6 illustrates how to set up Oracle Contact On Demand for this scenario, as follows:

• Set up a company for each industry. For example:

  (Industry1)

  (Industry2)

• Define projects for each service or brand area within each industry to which chats can be routed. For example:

  (Industry1-Brand1, Industry1-Brand2)

  (Industry2-Brand1, Industry2-Brand2)

• Define workgroups for each project to handle chats for that project. For example:

  (Industry1Brand1-Product1, Industry1Brand1-Product2)

  (Industry1Brand2-Product1, Industry1Brand2-Product2)

  (Industry2Brand1-Product1, Industry2Brand1-Product2)

  (Industry2Brand2-Product1, Industry2Brand2-Product2)

  Define also the skill set to support each workgroup.

• Assign agents, with the appropriate skill level or expertise, to workgroups as required.

Figure 6 shows an example of company, project, workgroup, and skills setup in Oracle Contact On Demand.

Figure 6. Company, Project, Workgroup, and Skills Setup in Oracle Contact On Demand