Breeze Learning Series Session #3 Work Assignment

Transcription

1 Breeze Learning Series Session #3 Work Assignment Presenter: Mike Taylor & Joe Seghatoleslami jseghatolesamilspscom.com

2 Avaya Work Assignment Snap-in puts your data to work Apply business rules and real-time context to match your best people to the best contacts or tasks Customer Business KPIs & goals Agent Context-rich, rules-based 1:1 resource matching at scale Single unified pool Attribute-driven matching Dynamic rules-based decisions Right match of resources to each customer or work item Work Items Front Office Back Office Employees 2

3 Attributes-based matching based on goals Business Rules Enterprise defined Wait For Best Match Timeout Revert to Older Attributes Rule Selection Apply Business Rules Work Compared with Available Agents Enterprise defined Location, Age Skill, Proficiency Language, Accent Sold Most Today Best Match Business context properties and attributes can also be used for rule selection 3

4 Match work and resources across unified pools All resources and work enterprise wide Pool of Work Pool of Resources Mark Best Match Specialis t 1 Specialis t 2 Specialis t 3 Specialis t 4 Specialis t 5 Joe Agent T Agent K Agent X Agent E Agent P 4

5 Use any data source to optimize match Fine tune contact routing with a richer set of real-time detail Work Assignment Big Data Marketing CRM ERP IVR Contact Center Situational Data Customer Data Agent Data Location, weather, time, day events social media posts, reviews financial markets, competitor news, KPIs, business goals, CSAT/Net promoter score, marketing campaigns, support issues, recalls, retention status, outsourcer, supply chain Demographic, psychographic, devices, preferences, contact information, social media posts, recent purchases, recent promotions, last web/mobile/agent, last CSAT/NPS, avg transaction value, retention risk, mood/sentiment Skills, proficiency, empathy score, avg/last, CSAT/NPS, avg handling time, retention trained, revenue per call, on/near/far-shore, age/gender/marital status, first call resolution score, percent call transfers, cross/sell trained 5

6 Work Assignment is a natural evolution of skills based routing Agent skills based Established best practices and benchmarks for forecasting, scheduling, based on 25+ year evolution Business goals based Real-time, data driven enterprise-wide scale Skills Routing Individual Agent Skills Expected Wait Time Business Advocate Predicted Matching Least Occupied Agent Reserve Agents Work Assignment Multi-Modal Customer Intent Customer Attributes Match based on Goals, KPIs Single Pool Enterprise-wide Analytics Driven ACD ANI DNIS 6

7 Key Features Feature Call Center Elite integration Experience Portal integration Attribute Based Matching Workflow Tasks for Resource Selection Metrics SDKs - Service, Resource & Reporting REST API System Manager Admin Deploy multiple Snap-in instances Match Update Engagement Designer support Description Native CC Elite integration through a Communication Server Connector Native Experience Portal integration through open REST API Core Attribute based matching features Support 1-1 and 1-N Resource Selection features through Avaya Engagement Designer Service/Attribute Metrics associated (e.g. Expected Wait Time) REST services to allow integrations with resource state providers, interaction managers and reporting client systems Admin features in support of above Snap-in can be deployed on multiple Avaya Breeze instances with requests load balanced across the instances The ability to update/modify a waiting/queued resource request with new set of attributes and/or priority Dedicated Work Assignment tasks. Designers can construct flows that utilize Work Assignment tasks to match 7

8 Deployment Options Elite Integration For use with out-of-the-box integration for Elite, using Avaya Oceana Required for voice contacts SDK Integration For customers who want to use WA for resource matching, typically without an Elite CC Customer will define a custom adapter using the SDK to integrate in to their provider Ideal for integrating existing third-party channels (e.g., chat, ) 8

9 High Level Architecture Work Engagement Designer (Workflow) Providers Resources Tasks Adaptor Firewall Avaya Breeze Load Balancer REST Interface - Work Assignment DB HTTP In Memory Data Grid DB Avaya Breeze ADMIN UI System Manager DB 9

10 Methods for Distributing Work Work Prioritization - Associate a higher importance (priority) to work that is more important to you, in a given service Queue to multiple services Queue work simultaneously up to 6 different queues with varying priority levels and an ability to de-queue work Proficiency Levels - Route based on a expertise level in a given service Resource Selection Most idle resource, least occupied resource, most idle resource with the best proficiency, least occupied resource Work Selection - Select work with greatest need (highest priority, oldest waiting) or select work in agent s best skill level or proficiency Agent Multiplicity - 10

11 Attribute Based Matching Work Assignment consumes resource/agent state from resource providers like Communication Manager Call Center Elite Enables 1:1 resource/agent matching Single brain across the network Uses attributes and properties to influence routing decisions For example: Location, language, service, outsourcer attributes Resource/ Agent Language Region Service Outsourcer Attributes are defined at WA layer (i.e. independent of providers, Communication manager, etc.) 11

12 Resource Selection Example Qualification Scoring 1 Attribute Matching 2 Rule Execution 3 Resource Request Language.French BusinessLine.Sales Product.Electrical Set of qualified resources Highest Proficiency Lowest Occupancy Most Idle Most suitable resource Admin Data Admin Data & Metrics 12

13 Match available agents to work 1. Customer inquiry 2. Collect agent attributes and properties required by inquiry Mobile phone English Last purchase Inquiry type Gold status 3. Request a match from work assignment 4. Filter agents on required attributes Available agents Agents with required attributes 5. Select match rule* for finding best-matched agent Main Rule Agents with required attributes Filter required properties and compare Best matched agent for customer 13

14 Work Selection Example Qualification Scoring 1 Attribute Matching 2 Rule Execution 3 Resource Available Language.French BusinessLine.Sales Product.Electrical Set of qualified work Highest Proficiency Highest Occupancy Oldest Waiting Most suitable work Admin Data Admin Data & Metrics 14

15 Match available agents to work 1. Agent becomes available 2. Request a match Agent with assigned attributes and properties 3. Filter work requests on employee attributes 4. Select match rule* for finding best-matched work request Unmatched work Filtered work requests Business rules Main Rule Work with required properties Filter required properties and compare 15 Best Matched Work for Agent

16 Re-Used Existing Routing and Workflow Snap-ins Engagement Designer (ED) is the Admin Tool of Oceana All interaction types, (voice, , chat, etc.) start an ED workflow ED is a BPMN, task-based user interface - the only workflow tool for Oceana There is a palette of in-built task types in ED Sending requests to WA Fetching metrics such as EWT Set Timers to Wait, etc. Work Assignment (WA) Is Used to Select All Agents WA has MIA, LOA, Greatest Need, etc., Familiar to CC For example WA might choose the most highly skilled, least occupied, sales agent after it receives a request from an ED workflow WA Oceana Agents State via UCM ED & WA are Mandatory for Oceana. 16

17 Traditional Routing IVR In the IVR, Julia indicates she has a billing question Julia s call is sent to the BILLING QUEUE Sent to longest available Agent. And the call goes to Amy! Here comes Julia. Julia is not happy! Alice Just got out of training, starting out on billing calls Gerry Been with company 3 years, multiskilled, handles escalations Amy Currently working through improvement opportunities 17 Been available for: 10 secs Been available for: 5 secs Been available for: 16 secs

18 Attribute-based Work Assignment for best outcomes This time, Julia s call is handled by Work Assignment Here comes Julia. Julia is not happy! Her web event failed, so we increased the priority of Julia s call Work Assignment looks for resources with skill/proficiency of Billing > 3 And Escalation > 5 Call sent to Gerry Alice Billing = 4 Escalation = 2 Gerry Billing = 10 Escalation = 10 Amy Billing = 4 Escalation = 0 18 Been available for: 10 secs Been available for: 5 secs Been available for: 16 secs

19 Attribute-based Work Assignment for best outcomes This time, Julia s call is handled by Work Assignment Here comes Julia. Julia is not happy! Her web event failed, so we increased the priority of Julia s call Work Assignment looks for resources with skill/proficiency of Billing > 3 And Escalation > 5 Call sent to Alice Alice successfully completed advanced customer care training and is now level 5 for escalation contacts 19 Alice Billing = 4 Escalation = 5 Been available for: 10 secs Gerry Billing = 10 Escalation = 10 Been available for: 5 secs Amy Billing = 4 Escalation = 0 Been available for: 16 secs

20 YES, absolutely! Can Oceana Work Assignment Support Skills? A skill is a single attribute, and like AACC and Elite skills, we can assign a level to an attribute. While duplicating skills can be a starting point, the power of Oceana is unleashed when we are able match the customer to the right agent for their situation with Work Assignment. Work Assignment will support Avaya Business Advocate capabilities in future releases. 20

21 Sample Contact Center Call Flow Note: Sample Flows use Context Store 2. Store content 5. Fetch content Context Store 4. New WFI created Experience Portal Breeze 3. SIP Transfer customer call ED WFI Breeze 6. Request resource (service) 7. OFFER (Agent ID) WA 3.1 Breeze 1. SIP INVITE New customer call CM 8. SIP INVITE + Agent ID 9. Vector 21

22 Work Assignment API - REST Interfaces Interaction Managers E.g. ED, EP, 3rd party Resource Providers Ex. Call Center Elite, IC, 3rd party Reporting Clients E.g. Avaya, 3rd party Service API Resource API Reporting API Load Rest Interface Balancer Load Rest Interface Balancer ADMIN UI WA snap-ins WA snap-ins System Manager In Memory Data Grid DB In Memory Data Grid DB DB Breeze Breeze Breeze Breeze Work Assignment Cluster Common Cluster 22

23 23 Example Engagement Designer Assisted Service Workflow

24 24 Oceana Voice Routing Worked Example

25 25 Oceana Voice Routing Customer to AAEP Application 25 App UCID, ContextID Attributes ContextID Incoming Call Routed to AAEP MPP Port via SM AAEP Launches App Based on DNIS Oceana Provides an OOB Sample AAEP App CS ContextId Passed to AAEP and Placed in UUI Optional: EWT is Announced, # of Calls Waiting from Work Assignment Customer Attributes Captured and Placed in CS Indexed by ContextId AAEP Blind Transfers Call to CM VDN via SM UCID & ContextID are Also Transferred in UUI header.

26 26 Voice Routing CM Adjunct Route ContextID, VDN, UCID CallerID Call Arrives into CM Anchored in CM MG/AAMS The VDN Selected is the Oceana Ingress VDN VDN Sends Adjunct Route Request to Oceana (CSC) via AES Optional: CM Vector Processing Plays Wait Treatment While Waiting Customer Number, VDN, UCID and ContextID Sent In the Adjunct Route Message CSC Creates a New Work Request in UCM UCM Creates a Contact Model 26

27 Login/Logout Auto-In option (versus manual-in) Auto-answer Release/drop keys for auto-answer agents Manually invoked ACW Timed ACW Manually invoked AUX Force Logout by Clock Time Force Logout after ACW timeout Force Logout by Location Supported CC Elite Features 27

28 System Requirements Work Assignment Snap-in x 4/8 vcpu 16GB/32GB EDP server for Work Assignement Cluster 2 x 4/8 vcpu 16GB/32GB EDP server for Common Components Cluster Avaya Aura System Manager (SMGR) VMware ESXi 5.0, 5.1, 5.5 (as supported by the EDP 3.1 Platform) vsphere client software Avaya Breeze (EDP) 3.1 *Avaya Aura Media Server 7.7 *Avaya Aura Session Manager and beyond *Avaya Aura Communication Manager and beyond *Avaya Aura Application Enablement Services and beyond * required for CC Elite integration 28

29 Questions? Thank You! 29