Creating Precision Queues

Details Tab

Name

A unique name for the precision queue.

Note: This may not be the same as the name by which the item is known on the remote equipment (Enterprise Name on the Advanced tab). Changing this name will not change the enterprise name or the name on the remote equipment. Changes to the name on the remote equipment will be reflected in the enterprise name, but under some circumstances, may not change the name shown here.

Unique. Up to 50 characters, letters, numbers, periods, and underscore characters only. Must begin with letter or number.

Null

Yes

Description

A description of the precision queue.

Up to  255 characters.

Null

No

Path

Only shown when resource is first created. The location in the folder tree where the resource is to be created.

Click on the drop-down arrow to show the folder tree, then select the required location.

Current location in folder tree

Yes

Agent Order

The agent to allocate to a call if more than one agent satisfies the criteria in the precision queue.

Select from list. Values are:

• Longest Available Agent

• Most Skilled Agent

• Least Skilled Agent

Longest Available Agent

No

Service Level Type

Optionally, use to indicate how to handle abandoned calls in service level calculations.

Select from:

• Ignore Abandoned Calls: do not include abandoned calls in the calculation.

• Abandoned Calls have Negative Impact: abandoned calls count as having exceeded the service level threshold.

• Abandoned Calls have Positive Impact: abandoned calls count as having been promptly answered.

Ignore Abandoned Calls

No

Service Level Threshold

The service level threshold, in seconds, for allocating the call to a suitable agent using the rules in the precision queue.

0 to 2147483647.

Null

No

Auto Sync Enabled

Select to enable auto-attributes for this precision queue. See About Auto-Attributes.

Checkbox

Null

No

Analytic Type

Only shown if Auto Sync Enabled is selected. Indicates the analysis type to be used for calculating the auto-attribute values to be associated with agents who service this queue.

Currently the only supported option is for:

• Unique and Effective: how many repeat calls were generated by an agent.

Unique and Effective

Yes, if Auto Sync Enabled is selected

Schedule Type

Only shown if Auto Sync Enabled is selected. Determines how regularly eGain Analytics Service Management automatically updates auto-attribute values for each agent.

Select from:

• Daily

• Monthly

• Weekly

Daily

Yes, if Auto Sync Enabled is selected

Steps Tab

Add Step

Button to add a new precision step to the precision queue. A step consists of one or more conditional expressions.

Click to add another step to the list of steps. You can also change the order of steps by clicking on a step name and dragging the step to a new position in the list.

Note: If you rearrange the steps, the steps in the sequence are renumbered starting with Step 1.

Null

Yes

Wait Time

The time in seconds to wait before moving on to the next step if the criteria in this step cannot be satisfied.

0 to 2147483647.

Note: Not applicable to last step in sequence.

Note: If the steps are reordered as above, and the last step changes, the wait time is removed from the new last step, and the old last step is given a wait time of 0.

0

(Not applicable to last step)

Yes, if precision queue has more than one step.

Step <n>

The name and definition of the nth step in the list.

The definition shows the details of the step and the number of agents that currently meet the criteria for that step. A warning is shown if fewer agents meet the criteria for a step than met the criteria for the previous step.

Click on the name of a step to display a dialog box to edit the conditional expressions in that step. When you have finished editing the expressions in that step, click OK to save the step.

Null

Yes

Steps Tab > Add Step

Consider If

Criteria that determines whether the step is executed

Optionally, enter a scripting condition that will be evaluated to determine whether this step is considered for the call. If the condition is present but not satisfied by the call, the call passes to the next step in the precision queue. The scripting condition is validated by the remote equipment.

Only the following scripting objects are valid in a Consider If expression:

• Call

• PQ

• Skillgroup

• ECC

• PQ Step

• Call Type

• custom functions

For more information about Consider If expressions, see the Cisco Unified Contact Center Enterprise Features Guide.

Null

No

Add Expression

Button to add a new expression to the precision step. An expression consists of one or more attribute comparisons.

Create an expression containing one or more attribute comparisons. The first attribute comparison is ready to complete. Click Add Attribute to optionally add more attribute comparisons. For each attribute comparison, complete the fields as described for Add Attribute.

For each expression except the first, also click on the drop-down beside the expression number to choose how this expression contributes to the results of the step:

• AND – the step will be satisfied if an agent is found that satisfies this expression and also satisfies the previous expressions in the step

• OR (default) – the step will be satisfied if an agent is found that satisfies this expression even if that agent does not satisfy the previous expressions in the step.

Click X to remove the expression from the step.

Null

Yes

Add Attribute

Button to add a new attribute comparison to the expression. An attribute comparison consists of an attribute, a comparison type and a comparison value.

Click to add a new attribute comparison as follows:

• Click in the first box and start typing some characters to see a list of attributes that contain those characters.

• Choose the attribute you want from the drop-down list

• Move to the next box and choose the comparison type from the following:

== : equal to this value

!= : not equal to this value

<  : less than this value

<= : less than or equal to this value

> : greater than this value

>= : greater than or equal to this value

• Move to the final box and choose the value you want to compare against.

Note: The last four comparison types above are only valid for proficiency attribute types.

For each attribute in the expression except the first, also click on the drop-down to the left of the attribute to choose how this attribute comparison contributes to the results of the expression:

• AND (default) – the expression will be satisfied if an agent is found that satisfies this attribute comparison and also satisfies the previous attribute comparisons in the expression

• OR – the expression will be satisfied if an agent is found that satisfies this attribute comparison even if that agent does not satisfy the previous attribute comparisons in the expression.

Click X to remove the attribute comparison from the expression.

Null

Yes

Advanced Tab

Enterprise Name

The name used to identify the item on the remote equipment. Leave blank to auto-generate a unique name.

Note. If the item is created by importing from the remote equipment, this name will match the eGain Analytics name (Name on the Details tab). Changes to the name on the remote equipment will be reflected here, but under some circumstances, will not affect the eGain Analytics name.

Unique. Up to 32 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

Autogenerated

Yes

Department

(Only shown for organizations that are not small contact center organizations, and are associated with Unified CCE instances running Unified CCE version 10.5 or later). The department that this resource is associated with.

Select from the drop-down list of available departments.

None

No

Bucket Interval

The count of Answered or Abandoned calls that are used as intervals for the Call Type.

Select from list of available bucket intervals.

System Default

No

Active From Date

The date from which the precision queue should be active in the system.

Select date from calendar.

Current date

Yes

Active To Date

The date after which the precision queue should be deleted from the system.

Either leave Forever checked, or uncheck Forever and select date from calendar.

Forever

No

Custom Data Tab

Key

The key for this custom data item.

Unique. Up to 50 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

If this resource type has default keys defined in a custom data template, there will be a an initial entry for each default key.

Either an entry for each default key, or null if no default keys.

No

Value

The value to associate with this key.

Up to 500 characters.

To add a new custom data key-value pair, complete both fields, and click Add. You can have a maximum of ten custom data key-value pairs.

To edit an existing key-value pair, rest the mouse briefly on the entry, select the edit icon ( ) and make your changes. Then select the tick to confirm the change, or the cross to undo the change.

To delete an existing key-value pair, rest the mouse briefly on the entry, select the delete icon ( ), then click OK to confirm the deletion.

Note: For predefined default keys you cannot delete the entry or edit the key field. You can only edit the value field.

Null

No, for predefined default keys. Yes if new key is being defined.