Configure Real-time adherence for WFM plugin

Explanation

Verint (and Teleopti potentiality as well) has difficulties filtering data sent by the WFM plugin. The WFM plugin applies reason code priority to prevent the plugin from sending a reason code which may not be allowed (for example changing the reason code during a call). It also delays listening to events from the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. for 10 minutes after starting the UCC. It can be further tweaked by adding a AdherenceRules setting in SharePoint to for instance prevent duplicate events.

A single adherence rule is built up as follows: PrecludePresence state|Code:Name=>Equality operatorPresence|Code:Name

Example: +Online|-1:InboundCall=>==Busy|-1:InboundCall

Preclude	Description
+	The first adherence state must be sent.
~	The first adherence state must not be sent.

Then comes the first Adherence state.

What follows next in the rule is => which acts as a separator.

Equality operator	Description
==	Equals. The following adherence state must match.
!=	Not equals. The following adherence state must not match.
<>	Not equals. The following adherence state must not match.

And the rule ends with another Adherence state.

Adherence state

An adherence state consists of a presence state and a reason code built up as follows:

Presence state	|	Code	:	Name
See the next table.	Separator, must always be|	ID of the reason code.	Separator, must always be:	The display name of the reason code.

Either Presence state or Code:Name must be provided. The | separator is mandatory regardless.

Presence states
Online
IdleOnline
Busy
IdleBusy
DoNotDisturb
BeRightBack
Away
Offline

The following reason codes may be sent by the WFM Plugin:

Code	Name	Type (in order of priority)	Description
-1	UnknownCallType	Call	Agent receives call with unknown type from the UCC.
-1	InboundCall	Call	Agent receives an inbound call from the UCC.
-1	OutboundCall	Call	Agent has started an outbound call from the UCC.
-1	DirectCall	Call	Agent uses the 'Direct Call Interceptor The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents.' of the UCC.
-1	Start	Formal	Agent does formal sign-in.
-1	Stop	Formal	Agent does formal sign-out.
-1	WrapUp	Discharge / Wrap-up	Agent enters wrap-up after the call has ended.
-1	WrapUpEnd	Discharge / Wrap-up	Agent's wrap-up has ended.
0	Reset	Reset	Agent resets reasoncode.
1 (ID in SharePoint)	Lunch (Example)	Custom	Agent can set this reasoncode.

The custom reason codes can be configured in SharePoint. When the agent is no longer in a call and wrap-up, all the custom reason codes that are set by the agent will be sent to the products. The Code is the ID of the list item. The configured presence is triggered by the UCC, e.g. Busy.

How to configure

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Configure the following settings:

Setting	Description	Default value
Setting: AdherenceRules Scope: WFMPlugin	See Explanation. Each rule must be on its own line!