G&G MULTI CAMPAIGN HERMES.NET V4 CONTACT CENTER HERMES.NET V4. 29 novembre 2008

Transcription

1 G&G CONTACT CENTER HERMES.NET V4 MULTI CAMPAIGN HERMES.NET V4 29 novembre 2008 Page 1 sur 13

2 Page 2 sur 13

3 SUMMARY Table of Contents 1. Object: Contexte : Multi Campaign with HERMES NET V4: Conclusion: Page 3 sur 13

4 Piloter les dernières technologies et votre Call Center où que vous soyez, c'est déjà possible. Progresser et redécouvrir vos objectifs pour les reconsidérer fortement à la hausse, c'est l'objectif de Hermès.Net V4.0. Les technologies IP & Web 2 Hermes.Net v4 repoussent encore les limites de l'accessibilité, de l'ergonomie et de la performance. IP Call center software Hermès.Net est une Plateforme IP Multi Média qui vous permettra la gestion des appels, les Call Vidéo, et la gestion dynamique des internautes. Redécouvrez la Relation Client, et les solutions de conquête et de fidélisation. Page 4 sur 13

5 1. Object: This document describes how to affect many campaigns to one agent at the same using Multi Skills functionality. 2. Contexte : One agent can works with many campaign in the same time. All these campaigns are in the same call file. Figure File many 1.Call with Campaigns The row CAMPAGNA describes the campaign in the Call file table. For example: SL-TT-CS-FRA-001 SL: means Sann Lorenzo product (DF: Dermafutura, AW: Aniwell, VZ: Vezza) TT: is the contact center CS: is the type of campaign (QF, RT, etc. are other type of campaigns) FRA: is the country (ITA, DEU, CHE, etc.) 001: is the counter of the campaign (002, 003, 004, etc.) One agent can work on campaigns with many products, many types, many country and many counters 3. Multi Campaign with HERMES NET V4: For doing multi campaign with HERMES NET V4, we can use multi skills functionality: Creating a group of Agent skills: After creating Campaign and Call file in Hermes (one CALL FILE for all campaigns), we can go to human resource menu in web administration to create Agents Skills: Page 5 sur 13

6 We can create a few skills groups: Figure 2. Agent skills By product: SL, DF, AW, VZ By destination: FRA, ITA, CHD, AUT, DEU, BEL, GBR Figure 3. Agent skills group by product Page 6 sur 13

7 By campaign type: BC, CS, LG, PR, QF, RT By counters: 001, 002, 003 Page 7 sur 13

8 Creating distributions rules: After, we can go to outgoing media menu for creating a distribution rules. Figure 4. Distribution rules A distributions rules allows to mapping a CALL FILE with group of skills. For example: Page 8 sur 13

9 Figure 5. Distribution rules Figure 6. Distribution rules Page 9 sur 13

10 Figure 7. Distribution rules Mapping a call fill with the different SKILLS: We can now apply the distributions rules to our call file in the outgoing media menu: Figure 8. Apply distribution rules to the call file Page 10 sur 13

11 Affect agent to different SKILLS: From the human resources menu, we select Agent menu: Figure 9. Agent menu After, we select one agent and skills Tab: Figure 10. Skills Tab Page 11 sur 13

12 We can see in figure10, Agent 2001 with different skills, the number 9 describes the priority of the skill for the Agent; it s a number between 0 and 9 (0 means that the skill will be ignored for the agents). In the example (figure10) we can see an agent working in SL-TT-CS-FRA-001. If we have an agent working on SL-TT-CS-FRA-001 and not SL-TT-CS-FRA-002, we can add COUNTERS Skills group to the agent and fix 001 at 9: Figure 11. Agent SKILL We can create an agent group to simplify this operation and apply the skills to the group: Page 12 sur 13

13 Figure 12. Agent Group Figure 13. Apply Skills to an agent group Stopping SKILLS: To stopping skills for a group of agent, we can fix the priority at Conclusion: The multi skills functionality is the only solution to manage many campaigns with only one call file. Page 13 sur 13