《ERS培训内容N》PPT课件.ppt

中国工商银行多媒体联系中心解决方案培训EnterpriseRoutingSolution闵承忠AdamMin企业咨询服务顾问 eSOON中国区e mail adam min It sSimpleinPrinciple WhatwouldyouaskifyouwereCEO Whoareyou Whatdoyouwant WhatELSEdoyouwant Whoisavailable Whatelseisgoingon Ofcourse thedetailsaremoreinteresting Customers CenterSupervisors BusinessManagers DissatisfiedCustomersNocorporatememoryaboutthemWaittimetoolongManytransfersInconsistentserviceacrossmediaLostBusiness Routing FrustratedAgentsUnevenworkloadLackcustomerinfoWrongtypeofcallsforskillsLowerProductivityHighAgentTurn over HowtoOptimizeResources NowaytodifferentiatecallersLackreal timeenterpriseviewManualchangestooslowOnlytelephonydataavailableImproveServicewithLessResource HowtoImproveBusiness CustomerretentionTotalcostofoperationRevenueincreasePreparationforthefutureInvestforStrategicGrowth Atanylevel enterprise widefromthenetworkorpremiseMulti mediaIntegratedwithFrameworkPackagedintotwosolutionsNetworkRoutingSolutionEnterpriseRoutingSolution UniversalRoutingCapability Maximizeopportunitybetweentheclientandthecustomerbyplacingtherightcustomerwiththerightagent resource EfficientServiceCustomerOrientedCross sell Up sellopportunitiesBalanceloadbetweenagents groupsand orlocations CustomerBenefits Getitrightthefirsttime Benefits Market drivenenhancementsEnsurespecifiedservicelevelagreement SLA metricsareachievedReal timefeedbacktodetermineifbusinessobjectivesarebeingmetGreaterbusinessagilityenabledbyshorterrolloutofstrategychangesNew intuitiveGUIenablesrapidroutingstrategydevelopmentandchanges UniversalRoutingServer MediaIndependentFlexibleRoutingStrategiesCustomerSegmentationDemographics RevenueHistory AccountData DataDirectedRoutingBusiness drivenRulesUsingDatafromDatabases EnterpriseSoftware IVR StatisticalInformation DynamicAgentTrackingasaVirtualGroupabilitytoqueuetoadditionalgroupsastimeelapses GenesysEnterpriseT Server EvolutionofRouting BusinessRouting 存取外部客户数据库数据作为呼入分配的依据 v s传统排队机 实际范例VIP服务依据客户贡献度 如帐单金额 LastAgentHandlingIVR转服务人员前最后动作来预测用户呼入的需求进行Web呼叫前的动作来预测用户呼入的需求 CustomerSatisfactionhighof85 andupwardServicecallsaredown12sec Salescallsdown30secs PNCBank 基于数据驱动的路由策略 data drivenrouting 基于技能路由 skill basedrouting 基于话务员工作量路由 workloadbalancedrouting 基于话务员技能的路由策略 AgentProfileRouting AmajorbenefitoftheGenesyssolutionisthatitallowstheunifiedmanagementofallchannelswithaunifieddatabaseandunifiedrouting Afurtherbenefitisthatdifferentcontacttypesareabletobesubjecttocustomizedroutingrules Frost Sullivan 通过相同的智能路由引擎 达成对多媒体接入方式统一的路由策略部署 统一的多媒体智能路由 MultimediaRouting 有效混合处理呼入 呼出路由需求 提升客服人员工作效率 并兼顾服务水平 servicelevel 实际范例如果呼入等待电话数目超过标准 则将电话转移至呼出小组如果呼入电话量变少 则这些客服人员可开始处理呼出作业 呼叫中心营运目标都有 服务水平 servicelevel 例如80 的呼入需在20秒由客服人员接听实际范例当服务水平达到目标时 来话可以分配给最适当的客服人员当服务水平尚未达到企业目标时 尽可能让所有人员来服务 以提高升服务质量 目标管理 服务水平路由策略 servicelevelrouting 搭配劳动力管理系统来进行呼入路由策略路由策略与人员班表合而为一 节约领导们系统维运作业范例 依据话务员张三的班表 星期一到三是值 voice 技能 星期四到五是值 e mail 技能 呼叫中心的领导们调动人力时只需调整班表即可 无需改变路由策略传统做法 除了调整班表告知当事人外 尚需更动路由策略 基于排班表的预测路由 PredictiveRouting 将多址呼叫中心视同为一虚呼叫中心 包含系统维运 呼叫路由分配与人员部署 集中或分散管理均可实际范例依话务量依地区别 语言 习惯等 互为备份 支持多址虚拟呼叫中心 Multi siteCallCenter 图形化路由设计工具 IRDesigner 呼叫路由策略可以再利用以图像 icon 表示 易于理解通过结构化的设计方式 可以随时进行微调 而不用担心影响范围过大 呼叫路由流程就像虚拟地图般易懂 通过IRDesigner可以实时观测多点路由情况 实时信息反馈 便于动态调整路由策略 通过实时信息监控功能 呼叫中心领导可以快速调整呼叫路由策略部署置换呼叫路由策略时 系统无需停止再激活 路由策略的应用步骤 在CME中相应的交换机上添加路由点 RoutingPoint 用IRDesigner设计路由策略通过IRDesigner在相应的路由点上加载路由策略路由策略立刻生效 路由解析的高可靠度与负载均衡 1 Hotstandby方式 运行时只有一个URS工作 另一处于热备份状态 由LDS做负载均衡方式 所URS均处工作状态 由LDS向处于运行状态的URS平均负载 路由解析的高可靠度与负载均衡 2 路由处理过程描述 ApplicationsandDatabase PBX IVR TrunkLines URS IVRcollectscustomerinfo Interactionroutingrequestisforwardedtotheroutingengine Routingengineselectstargetsarebasedoncustomerinformationfromdatabase Dataaboutthecustomeris popped attheselectedagent sdesktopandvoiceisroutedtoagent sphoneatthesametime T Server M Server E mailGateway StatServerprovidesagentextensionbasedonrequestedstatistic longestavailable etc Customer scallarrivesatthecontactcenter ERS特点总结 图形化界面 使用及其方便组件丰富 功能强大可以实时监测运行状况路由策略即时生效系统运行稳定 GenesysUniversalRouter UR UniversalRouter allowsextremelyflexibleroutingdecisionsforallinteractionsURallowsenterprisestoexecuteskills basedstrategiesandmuchmore URusesthecompletecontextofeachtransactiontoeffectivelyexecutebusinessrulesURismediaindependentURmakespossibleforthefirsttimetruedata drivenroutingURallowsroutingbasedonservicelevel estimatedwaitingtime andmanyotheroperationalparameters Genesys6RoutingFeatures RoutingserverloadbalancingServicelevelroutingNewuserinterfaceforbuildingandloadingstrategiesInteractiondistributionmonitoringwithinthestrategyReal timechangestodistributionrulesDynamicupdateofconfigurationchanges NewFeatures 1of2 Service levelroutingGreatlyenhancedusabilityHigh leveldistributionblocksHigh levelexpressionobjectsSegmentationobjectsDatabasewizardPrintpreview printZoom NewFeatures 2of2 FlexibleerrorprocessingLoadingstrategiesfromIRDReal timechangestodistributionrulesDynamicupdateofconfigurationchangesInteractiondistributionmonitoringwithinthestrategy YourBasicStrategy HelloWorld MakingSureItWorks ManagingStrategies MonitoringviewServerstatuslightsLoadingstrategiesMonitoringinteractiondistributionDynamicchangeofdistributionrules MonitoringView MonitoringView ofinteractionsentered routed throughthisRP LoadingStrategies MonitoringInteractionDistribution Show ofinteractionsand oftotalinteractionsthrougheachstrategybranch DynamicChangeofReusableRoutingRules Changetheparametersofthereusableroutingrules listedhere andthebehaviorofanyproductionstrategiesusingtheseruleswillchangeaccordinglyExample Aproductionstrategyusingapercentageallocationrulethatdistribute50 totarget1and50 totarget2Changethedistributionto70 30 andyouwillseetarget1starttogetmorecallsandtarget2fewercalls CMEObjectsforIRD CreatedbyIRDbehindthesceneStrategy scriptobjectofsimpleroutingtypeBusinessrule routingrule attribute interactiondata transactionobjectURSonlyusesroutingrulebyreference enabledynamicchangeofdistributionrulesURSusesotherobjectsasmacrosinstrategies Storageofstrategies PropertiesstoredinscriptobjectAnnextabcontainsversion path bytecode etcinfoGraphicalimagesandcontextisstoredin rbnfileUsershouldnotmanipulate rbnfile KeyLessons SegmentationobjectsDNIS genericReusableinteractiondata UDatainSBAttachingdataAttachisafunctioninIRDReusableroutingrulesloadbalancing statisticaldistributionSelectionobject Target Select Target ListinSB ReusableObjects 1of2 Defineonce accessiblefromallstrategiesCharacteristics similartovariablesPropertychangespropagateautomaticallytostrategiesreferencingtheobjectsRenaming however requiresreplacingthereferencetothisobjectSearchandreplacecapabilitywillbeavailableinlaterreleaseInteractionDataDatadictionaryofUDatadatakey eg Account balance LastNameDefinesvalidvaluesindropdownlistRoutingRulesForce loadbalancing percentageallocation servicelevel statisticdistribution gotostrategyEachruleisdefinedbyasetofparametersthatarefixedForvariableexpressions Balance 10 000 usethegeneralselectobject SegmentationObject AswitchingstatementSupportsmultipleoutputsTOD DOW Date DNIS ANIswitchHigh levelobjectsreplaceuseofexpressionsinSBExampleread IfDNIS 1111 sendcallto1stoutputportIfDNIS 2222 sendcallto2ndoutputportIfnoneoftheabove sendcalltoredport defaultcase GenericswitchUseexpressionstodefineconditionsBusinessswitchUsebusinessrulestodefineconditions IconsandFoundationObjects Dockableiconsetsforconstructingstrategies Iconstoaccessviewforreusablefoundationobjects TreatmentIconSets IdentifythecustomersWhoarethey Whattheywant IVRCollectdigitsMusic Ringback Busy Fastbusy SilenceTexttospeech TexttospeechanddigitRANCancelcallPlayannouncement Databasewizard IdentifythecustomersWhat stheirvalue What stheirpreference CreateselectstatementInvokeSQLstoredproceduresInvokecustomproceduresAutomaticallyassignoutputtovariablesorattachtotheinteraction Segmentationiconsets Segmentingthecustomers businessscenarioWhen Whatnumberdidtheycall HowdoIgroupmycustomers GenericDateTimeDayofweekANIDNISBusiness RoutingIconSets DistributinginteractiontotargetsHowshallthecustomersbyservicedthecustomers Servicelevel reusableroutingrule Loadbalancing reusableroutingrule Percentageallocation reusableroutingrule Statistics reusableroutingrule Switchtostrategy reusableroutingrule Force reusableroutingrule DefaultSelection MiscellaneousIconSets FlowcontrolandothersEntryExitIfAssignFunctionErrorhandler RoutingCriteria TelephonyDataANI DNIS IVRinputorCEDCustomerProfileEnterpriseapplicationdatasources Database CIS ERPsCallCenterBusinessConditionsTOD DOW stockmarketprice weatherResourceFactorsCallvolume Agentavailability StatisticalinformationAgentProfileRelationshiptocaller lastagentorpersonalagent SkillsandproficiencyDynamic virtualagentgroups TypesofRouting Customerinteractions telephonecalls web requests emails canbedistributedbasedonbusinessrulesutilizing AgentskillsDatabasecontent customerprofile marketvalue lastagent ect CallcenterorbusinessstatisticsIVRorotherapplicationdata RoutingTargets Acustomercanberoutedtomanydifferentresourcesincluding AgentsAgentGroupsPlacesPlaceGroupsIVRPortDNs Extension ACDQueue RoutePoint orexternalphonenumbersSwitchTreatment RoutingKeywordExamples AlwaysUnconditionalANIAutomaticNumberIdentificationDNISDialedNumberIdentificationServiceCallTypeInternal Inbound Outbound Consult UnknownCEDCallerEnteredDigits DestThisDN TEventStructure OrigOtherDN TEventStructure DayDayoftheWeek Monday Sunday DateMm dd yyormm dd yyyyTime24hourformat hh mm RoutingKeywordExamples RoutingLogicalOperators CombinationOperators And OrComparableOperators Equal NotEqualGreaterThan GreaterThanorEqualToGroupExpressions GroupingLogicalExpressions RoutingSentence RegularRoute TargetAvailabilitycheckdoneUsesStatserverinformation A AP GA GP Q RPExamplesDay Friday Targets mSarah statserver A ANI 4154371038 Targets 3650Alias statserver Q Day Friday Assign var1 mSarah statserver A Targets var1 RoutingSentence ForceRoute NotargetavailabilitycheckdoneDoesnotuseStatserverExtensions ACDQueues RoutePoints PhonenumbersExamplesDay Friday Force Targets 2515 ANI 4154371038 Force Targets 8001 Day Saturday Force Targets 4152225544 RoutingSentence AgentSkillRoute SkillsassignedinCMENoupperlimitonskilllevelsNolimitonnumberofskillsExamplesDay Friday Targets Skill statserver French 2 English 5 ANI 4154371038 Targets Skill statserver CustSvc 9 English 9 RoutingSentence DefaultRoute Whenallconditionsfail routestodefaultdestinationDefaultRoutecanalsobeexplicitlyspecifiedExamplesDNIS 18005551212 DefaultDefaultdestinationlookuporderRoutingPoint DefaultDNs Default destination IRserverapplication optionstab Treatments TreatmentsareswitchspecificMandatoryTreatmentsAppliedbeforequeuingacalltoatargetBusyTreatmentsAppliedduringthewaittimeforatargetTypesofTreatmentsMusic source secondsSilence secondsRingBack secondsBusy seconds Functions URServercomeswithmanybuilt infunctionsExamples GetCurrentSwitch SelectDN CustomfunctionscanbeincludedURServeralsoprovidessignificantflowcontroltoolsStrategyjumping GOTOstatements blocks macros etc Multi siteConfiguration MajorstepsinGenesysconfiguration Defineaccesscodeforreachingremoteswitch switchproperties Defineexternalroutingpointforcallstoarriveatinremoteswitch newswitchDN ConnecttheT Serversofthetwo ormore sitesinCME T ServerapplicationConnectionstab Modifystrategytorouteinteractiontoremotesite justaddatargetattheloggedinattheremotesite DefiningAccessCodes SetuptheaccesscodetogofromBostontoSanFranciscointheBoston link1switchproperties SettingUptheExternalRoutingPoint ConnectingtheT Servers EnablescommunicationbetweenT Servers ExampleMulti siteCallFlow 1 InboundcallreachesswitchinBoston InteractionRouterfindsthebestagentinSanFrancisco Boston originating T ServerrequestsfromSanFrancisco destination T Serveranaccessnumberthatwillenablethetransferofthevoicecall ExampleMulti siteCallFlow 2 SanFranciscoT ServerreferencestheaccesscodesfromtheBostonswitchpropertiesinCMEandpassestherequiredcodewithareservedexternalroutingpointtoBostonT Server BostonT ServerinstructstheBostonswitchtotransferthevoicecall ExampleMulti siteCallFlow 3 SanFranciscoswitchreceivesthevoicecall SanFranciscoT ServermatchesthedatatransferredfromtheBostonT Serverwiththevoicecall Callistransferredtothetargetagentwithscreenpop EnterpriseRouting Multi SiteArchitecture NetworkRouting Multi SiteArchitecture Carrier WAN Caller T Server T Server SCP VoiceSwitchingSystems Voice Data Amsterdam Paris London URS StatServer CME CustomerDB DBServer NetworkT Server T Server RoutingFunctions Therearemany 105documented functionsintheInteractionRoutingDesignerwhichcanbeinvaluableTheyaredocumentedinRouting6ReferenceInformationManualFunctionsaregroupedaccordingtotheiruseCallinformationTargetmanipulationStringmanipulationConfiguration DateandTimeStatisticalMiscellaneousReporting URSisAgnostic Itreallydoesn tcarewhatitisroutingItgetsarouterequestandexecutesascriptThevalueisinwhatdataitgetstouse RealtimestateandstatisticalinformationBusinessdatafromanydatabaseUserdataattachedtothe call orwhatever Andintherulesitcanapplytothatdata URSDataRetrieval ThreefunctioncallsintheURSlanguageallowURStoretrievedataforuseinmakingroutingdecisions UDataSDataXData UData UDatastandsforUserDataKey ValuepairsstoredinTEventstructureAlsoreferredtoas attacheddata AlldataattachedtocallisavailabletoURSroutingstrategiesAsInteractionDataURScanalsoattachdatatothecallduringstrategyUsefulforpassingdataoutofURStoapplication reportingplatform etc AttacheddataisbasisofBusinessFilters URandtheDesktop URcanbeintegratedeasilywithAgentDesktopAttacheddataasrealtimecommunicationstoolContextgatheringforscreenpopDynamicworkflowmanagementAgentScriptingisoneexampleDeterminewhattopopandhowtodoitbasedonoperationalparameterspassedbyURSGettingdatafromdesktop CRM toUR SData SDatastandsforStatisticalDataURretrievestelephonyandstatisticalobjectdatafromStatServerCommonlyusedstatisticsarepredefinedinDesigner URandtheIVR IVRiskeypartofURsolutionIVRandURStogetherprovidecompleteapproachtoroutingandautomatedresolutionofcallsBothcanaccesskeydatasourcesIVRcangatherinputfromcallerRoutingSolutioncanmonitorresourcesthroughouttheenterpriseandchoosebesttargetsfordelivery XData XDatastandsforExternalDataRetrievedfromexternalservertoIRServersuchasdatabase viaDBServerorCustomServer IRcancalltoSelectstatementsorStoredProcedures DatabaseWizard 1of3 Configuration TocreateselectstatementsindatabasewizardDefineconfigurationobjectstomapthetablesandcolumnsuseinselectField Format Tableaccess Inourexample defineOnefieldforeachcolumn AcctNum Balance Language LastNameOneformatforeachtable Customer Table FormatOneTableaccessforeachtable Customers DatabaseWizard 2of3 Configuration Tableaccess Userdefinedfields Otherpropertiesoffieldobjectfollowsdatabasedefinition Formatisusedtodefinetableaccess Formatconsistsofshortcutstofieldobjects DatabaseWizard 3of3 Assigning AttachingOutput Assignoutputtovariable s AssignoneoutputvaluetoonevariableAssignoneormoreoutputvaluestovariable s Outputshouldbeoftheformat Key1 Value1 Key2 Value2 Keysintheoutputwillbeignored Assignoneormoreoutputvaluestovariable s Outputvaluesshouldbeseparatedbyuser definedsymbol definedinnextwindow Attachoutputtokey s Createoneormorekey valuepairsbyreplacingthekey s intheoutputoftheformat Key1 Value1 Key2 Value2 withinteractiondatakey s Createoneormorekey valuepairs Outputvalue s shouldbeseparatedbyuser definedsymbol definedinnextwindow Createoneormorekey valuepairsasdefinedbythekey s andvalue s intheoutputoftheformat Key1 Value1 Key2 Value2 FlexibleErrorProcessing 1of2 Canprocesserrorsdifferentlybasedontheobjectwhichgeneratestheerror Forexample onerrorfromloadbalancing forceroutethecall onerrorfrompercentageallocation printouttheerrormessage usingprintfunction Comparedwith5 1whenonlyoneerrorhandlingblockisallowedforeachstrategy FlexibleErrorProcessing 2of2 Theerrorhandlingobjectenablesprocessingoferrorsfromfunctions objectsbasedondifferenterrorcodesgenerated 5 1functionsOnErrorandGetLastErrorareretiredinv6 AttributesandBusinessRules YoucanbuildanystrategieswithoutusingthemWhyusethem ReusableobjectsSimplifystrategies compressmanyswitchobjectsintoone businesssegmentation Explicitaboutbusinessrulesandfacilitatereportingontheserules ThankYou 闵承忠AdamMin eSOON中国区e mail adam min