Planning your UCC

Hunting method

The UCC uses different methods to select the best available agent for each request (chat or call). Which method(s) apply for your UCC:

Presence based routing:

Only available agents will receive requests (can be overruled)

Device based routing:

Only Agents with specific devices will receive requests of that type (chats, calls, both).

Skill based routing:

Agents with a specific skill will receive requests, in order of the highest skill score. When the score is equal choose:

Longest idle:

Dialogue Cloud selects the Agent that is idle for the longest time.

Longest available:

Dialogue Cloud selects the Agent who is available for the longest time.

Round Robin:

Dialogue Cloud automatically selects the next available member in a predefined list, this setting will omit the skill score.

Serial:

Dialogue Cloud always selects the first available member in a predefined list. The hunt always starts at the same Agent position.

Least calls:

Dialogue Cloud always selects the Agent with the least requests handled today.

Least occupied:

Dialogue Cloud always selects the Agent who was least occupied (talk time + discharge time) during that day.

Parallel:

Dialogue Cloud always contacts all Agents at the same time, the first one to answer gets the call (audio only). Nowadays only seen in Security/Emergency/FirstAid routing.

Parallel hunting: Dialogue Cloud Neo (Connect) supports Parallel hunting only for audio calls delivered directly to the Microsoft Teams client.

Parallel hunting is not supported in WebAgent with either connect model, or in Attendant Console for Dialogue Cloud. It is not available for Dialogue Cloud Neo (Unify).

Global settings

There is a multitude of general settings, for purpose of this exercise the most important should be considered before you start.

More information: UCC General Settings

HuntTimeout:

The time (in seconds) that AnywhereNow waits for an Agent to accept the request. If the time is elapsed and the Agent has not accepted, the next Agent in line will be hunted.

QueueBusyTimeOut:

The time (in seconds) after which the Queue Escape will be offered.

DischargeDuration:

The time (in seconds) before a new Call will be forwarded to an Agent after the previous Call is finished (Wrap-up time).

EnableMusicOnHold:

TRUE = Play music on hold when customer is put on hold.

FALSE = Silence when customer is put on hold

UseAudioRecording

TRUE = All Calls will be recorded and an additional welcomes message (Welcome Recording) will be played.

FALSE = Call will not be recorded.

Agents

Which Microsoft Teams users will become Agents for this UCC and what are they allowed to do?

More information: Agents

Agents:

The list of Agent SIP addresses

Device:

When device based routing is used which Agent will be able to handle calls, chats or both?

Order:

Order represents the position of the Agent in an ordered list, which is used for the hunt methods "Round Robin" and "Serial".

Manual check in (formal):

Which Agents are able to sign in and -out manually from the respective UCCs. This can vary for each UCC.

Custom hours enabled:

Which Agents have a working schedule that differs from the UCC opening hours?

Supervisors

Which Microsoft Teams users will become Supervisors for this UCC and what are they allowed to do?

More information: Supervisor Role

Supervisors:

The list of Supervisor SIP addresses

Skills

AnywhereNow uses Skills to find the right Agent at the right time for a request. These Skills will be linked to Agents based on their skill score, the higher the score the more likely they receive the request.

More information: Skills per Agent

Skills:

Provide a list of skills e.g. Sales, Support, Outside business hours

Skill type:

There are four skill types, determine for each skill if they are a:

1. Regular Skill: a customer waits for an available Agent until the customer gets answered by the Agent or drops the call

2. CountDown Skill: a customer waits for an available Agent and if the call is not picked up within X seconds, the customer will be moved to another Skill

3. Availability Skill: when a customer enters the Skill, AnywhereNow will check if there is an Agent available, if this is not the case the customer will be moved to another Skill

4. CountDown Availability Skill: A combination of the Countdown Skill and Availability Skill, AnywhereNow will check if there is an Agent available, if this is not the case the customer will be moved to another Skill. If this is the case and if the call is not picked up within X seconds, the customer will be moved to another Skill

5. Forward Skill

When option 2, 3 or 4 are selected also determine what skill they should be routed to next.

Agents per skill

Which Agents receive what skill?

Agent skill score

Determine for each Agent and each skill their score, from 1% hardly any skill to 100%, the expert. Good practice: when all Agents are equal provide all with a skill score of 100%

Call classifications

Call classifications can be used to tag conversations by using the Extension window (this functionality not available in the Reception, Workgroup or Small-Business License).

More information: Call Classifications

Title:

The name of the classification e.g. Support request, Private call etc.

Level:

To create multilevel classifications, for instance when you want to log support request for different products. e.g. Support (level 1), Software support (level 2) Hardware support (level 2) etc.

Reason codes

Agents that are able to set their availability can provide a reason why they are not available during opening hours. Supervisors can overrule the status change when the UCC is unexpectedly busy. For that reason they should know if the Agent is busy with other work, or away from their desk and unable to participate all together.

More information: Reason Codes

Title:

The name of the reason code e.g. Meeting, Lunch, Coffee break etc.

Code:

The two digit code Agents use to change their status

Status:

The status related to that code, either "Busy" or "Away".