This chapter covers the following topics:
Oracle Interaction Blending is a server in an interaction center server group that delivers media (Web callbacks, and outbound telephony) to agents through the Oracle Universal Work Queue work selector according to service levels set in a service plan.
Service levels define the goals for servicing contact channels. Service plans specify the desired level of service for a particular time of day. Service levels are assigned to time intervals in a service plan.
Service plans specify the desired level of service for a particular time of day. You can set service levels for one or more days of the week (for example, Monday, weekdays, or weekends). You can also set service levels for a specific date (such as, a holiday or the first day of a marketing campaign). This is called an exception date. The service levels set for an exception date override the service set for the day.
There are two types of services plans: inbound and outbound. Inbound service plans are applied to one or more inbound contact channels (classifications). Outbound service plans are applied to one or more outbound contact channels (campaigns). Service plans are also applied to a specific media type (for example, Web callbacks). Oracle Interaction Blending server delivers media to agents assigned to the contact channels according to the service levels set in the service plan.
You can create as many service plans as are required to accommodate the activities in your interaction center. For example, if you create separate inbound service plans for different classifications, then agents will be moved between classifications based on the service levels set in the service plans. If you create inbound and outbound service plans, then agents will be moved between classifications and campaigns based on the service levels set in the service plans. Service plans are shared among the Oracle Interaction Blending servers.
Use the Oracle Interaction Blending administration console to set up service plans.
Regional service plans are used to apply a different service plan to local sites in a multi-site interaction center. Regional plans are created within a service plan and assigned to the server group for the local site.
Service levels define the goals for servicing contact channels. Service levels are assigned to time intervals in a service plan.
In Release 12.0 blending does not support full-service level blending for inbound telephony because Oracle Advanced Inbound Telephony no longer supports active mode call routing. Full-service level blending remains available for both outbound campaigns and for inbound Web callback, which does use Oracle Advanced Inbound Telephony routing.
There are two types of service levels: inbound and outbound. Inbound service levels specify the percentage of inbound contacts to be serviced within a time threshold (for example, 80% of the inbound calls to be answered within 60 seconds) and the maximum wait time. Outbound service levels specify the number of outbound contacts to be serviced within a time period (for example, 200 transactions). Each type of service level indicates a minimum number agents to be available for contact when meeting the service level.
Oracle Interaction Blending first assigns the minimum number of agents. Then, Oracle Interaction Blending assigns the number of agents required to meet the service level. For inbound service levels, calls that are not handled with the service threshold are recommended to an available agent before the end of the maximum wait time.
Inbound Service Level Example
Answer 80% of all calls in 30 seconds. No one (of the 20% who were not answered within 30 seconds) should wait more than two minutes. Always keep one agent ready for an inbound contact.
80% in 30 seconds.
Maximum wait time: 120 seconds.
Minimum Agents: 1
Outbound Service Level Example
Attempt 550 contacts per hour. Always keep five agents calling.
Hourly Rate: 550
Minimum Agents: 5