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Scenario for Administrating Message Broadcasting

This topic gives one example of how message broadcasting administration might be used. You might use message broadcasting administration differently, depending on your business model.

The contact center administrator wants to inform customer-care representatives of the current total number of outbound calls relative to their day's goal. In addition, the administrator wants the inform customer-care representatives of the current customer service levels and whether customers are waiting for service.

After working with the telecommunications and application teams to define the appropriate real-time contact center statistics for his customer-care representatives and contact center, the contact center administrator creates broadcast messages, using statistics from a variety of sources and third party solutions. The real-time data feed into the Message Broadcasting tables is accomplished through Siebel EAI after the appropriate statistics and their sources are identified. The customer-care representatives then receive their individual and group statistics on their message bar or notification pane in real time.

In addition to providing his customer-care representatives with this real-time status information, the contact center administrator also wants to send informative messages to individuals and teams in real time. Throughout the shifts and work day, he sends these messages to individuals and teams using the Message Broadcasts view within the Siebel application. The contact center administrator can send a message to an individual employee, a set of employees with the same responsibility, a division of employees, or to all employees.

The customer-care representatives service customers using multiple communication channels with the Siebel application. The customer-care representative receives contact center statistics calculated for an individual, a group, or in summary on the message bar or notification pane within the Siebel application. This real-time information updates the customer-care representatives about whether they and the call center are meeting their service objectives.