Workgroup Functions

Workgroup Functions

Document number: 11373

The Automatic Call Distribution (ACD) routes telephone and chat calls based on agent availability, skill levels, and any other attributes chosen by the administrator.

The following describes how your specialized workgroups look and act on your desktop when using the interaction client. Also included are some tips for managing this special tab that your workgroup shares.

PeopleSoft specialized ACD workgroups were designed with the agents in mind, who handle incoming calls from customers with specific needs. With the unique needs of such positions, it was necessary to create unique workgroups, identify the members who make up those groups and program some special options. For information on the those special options, click on one of the following links:

Monitoring Multiple Queues
Viewing Queued Call Details
Setting Alerts

Monitoring Multiple Queues

The ability to view specific queue details is determined by security rights assigned by the CIC administrator.

Right-click in the gray area just right of the My Calls notebook tab, and select Insert Page on the menu that appears. The Pages dialog box lists the queues that can be monitored.
Select a queue to monitor, and click on Add or Delete; or double-click on a queue in the Add column to add it, or double-click on a queue in the Delete column to delete it.
Click on OK. An additional notebook page appears for each queue monitored.

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View Queued Call Details

The ability to view specific queue detail is determined by security rights assigned by the CIC administrator.

Queue : The name of the queue where the call is located.

Name : The name of the person or organization with whom an Interaction Client user is speaking. This may be a telephone number if the name is not available.

Number : The telephone number of the person with whom an Interaction Client user is speaking.

Duration : The amount of time a call has been active.

State : The current condition of a call.

User : The user queue on which the call is located.

Station : The station queue on which the call is located.

Line : The line queue on which the call is located.

Call ID : The call’s identification number. Numbers are assigned sequentially and reset to zero any time the server is restarted.

Note: The callid is very important for troubleshooting purposes and, when possible, should be included in the details of any NorthStar ticket that you submit. It is used to track in trace logs for any strange behavior. Move it to the left side of the client call window so it can be written down.

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Setting Alerts

You can define an own alert for each field of the statistics page. This alert follows your defined rule.

To set an Alert:

Go to the page where you want to set an Alert, and right-click in the field in which you want to set the alert. (i.e. Agents logged in).
Select Add Alert, and enter a name in the Label field. Add lower and upper limits.
Change to the Display page where you can select a text color, background color, and an Image. You can also select a sound from the Sounds page (you can select from Entering Range, Exiting Range, or While in Range).
Click OK to set your alert to Active.

Note: You can set individual alerts for each variable.