Required security profile permissions: Rules Edit
Rule Name and Description
- Name
- Specifies the unique name of the rule.
- Description
- Contains internal comments about the rule.
- Rule Type
- Specifies how WFI handles execution of the rule. Select Automatic to have the action automatically occur when the rule is met, or Non Automatic to place the action in pending status until it is reviewed and either accepted or denied.
Range of Recurrence
- Frequency
- Specifies when or how often the rule is checked. Select one of the following values from the drop-down:
- Automatically — WFI checks for rule conditions when it receives new data relevant to those conditions.
- Hourly — WFI checks for rule conditions at the end of the specified period. Partial-hour rule checks are specified by decimal intervalsA period between points, limits, or events, such as dates or times. up to two decimal spaces; for example, .5 for every half-an-hour, or .25 for every 15 minutes.
- Daily — WFI checks for rule conditions at the end of the specified period; for example, every 2 days. If you want WFI to check the rule only on specific days, select Weekly from the drop-down, enter a value in the text field (for example, to check on specific days every week, enter 1), and select the checkboxes for the applicable days.
- Weekly — WFI checks for rule conditions on a weekly basis; for example, every 3 weeks.
- Start Date/Time ____:____
- Specifies the date and time when WFI begins to enforce the rule. Manually enter a date or use the date selector by clicking the calendar icon, then select a time from the drop-down.
- End
- Specifies when the rule expires. Select one of the following values from the drop-down:
- None — The rule does not expire but must be manually disabled.
- After __ Occurrence(s) — The rule expires after WFI runs the specified number of checks.
- By __ — The rule expires the day after the date specified.
Conditions
Conditions are the triggering events or scenarios upon which WFI rules are based. They can use skill-based data points or agent-based data points. When a rule uses a skill-based data point, the rule can have only one condition. With agent-based data points, rules can use multiple conditions and compound logic. Rules can also be created with no conditions whatsoever.
This section describes the fields in the Conditions section of the Create Rule page.
- No Condition
- Allows you to select a checkbox specifying that no conditions apply to this rule. For example, you can create rules that are date-based (that is, triggered solely by calendar dates). In these cases, no conditions are needed.
- Category
- Allows you to specify the category for the data point(s) in a condition from a drop-down of the following options:
- ACD Historical — Data points (events or metrics) that occur over a period of time.
- ACD Intraday — Data points (events or metrics) that are more real-time in nature.
- inContact ECHO — Mapped data points from ECHO surveys.
- NICE inContact QM — Mapped data points from NICE inContact QM forms.
- Data Point
- Allows you to select from a list of data points (metrics or events) specific to the Category.
Data points in the ACD Historical category are agent-based and include:
- Average Handle Time per Contact — Average of number of minutes from delivery to completion and wrap-up of the call.
- Working Rate — Percentage of time an agent is in any stateThe availability status of an agent. other than Unavailable.
- Average Contacts Handled — Average number of contacts handled by an agent per day.
- Average Hold Time per Contact — Average number of minutes a contact was placed on hold, from delivery to completion of the call.
Data points in the ACD Intraday category include:
- Total Contacts Handled for the Current Day — Total number of contacts handled by an agent throughout the current day. This is an agent-based data point.
- Total Contacts Refused for the Current Day — Total number of contacts refused by an agent throughout the current day. This is an agent-based data point.
- Service Level for the Current Day — Percentage of calls that reach the queue and meet the established service level standard. This is a skill-based data point.
- Queue Size — Number of calls located in the queue for a selected skill. This is a skill-based data point.
- Longest Wait Time — Maximum amount of time a call is held in the queue for a selected skill before being connected to an agent. This is a skill-based data point.
The ECHO, and NICE inContact QM categories offer any data points that you have created in association with those products. See Create/Edit Data Points.
- Operator
- Allows you to select the logical operator for evaluating actual conditions against the Data Point. Available operators are:
- <= — Less than or equal to
- >= — Greater than or equal to
- = — Equals
- <> — Does not equal
- Value
- Allows you to enter a numeric value against which to compare the Data Point. The label to the right of the field varies depending on the data point you select.
- Compound Logic
- Allows you to specify how multiple conditions are handled in the same rule. This field only appears when you set two or more conditions, and is required in that scenario.
Compound Logic Details
Compound logic helps you filter and hone in on data using Boolean logic. Each condition is labeled with a number, and your compound logic statement determines the number of conditions that must be met for the rule to be triggered.
For example, Luke creates a rule with two conditions, numbered 1 and 2. In the Compound Logic field, he enters the value 1 and 2. The WFI rule finds data that matches both Condition 1 and Condition 2, and triggers the rule action. If only Condition 1 or only Condition 2 is met, the action is not triggered.
You can also group conditions together. For example, Luke creates another rule with four conditions, numbered 1, 2, 3, and 4. In the Compound Logic field, he enters the value (1 and 4) or (2 and 3). As a result, the rule action is triggered when either Conditions 1 and 4 are met, or when Conditions 2 and 3 are met. Conditions can be grouped together in multiple ways. For example, 1 and (2 or 3) gives you the same results as (1 and 2) or (1 and 3).
- In the last __ Day(s) — Number of days in which the provided number of condition matches must occur to trigger the action; for example five occurrences in the last 10 days.
- Out of __ Contact(s) — Total number of possible contacts in which the condition matches must occur to trigger the action; for example, five occurrences out of 20 contacts.
- Over the previous __ Day(s) — Number of preceding days within which the condition match must have occurred to trigger the action. The maximum accepted value for this field is 120.
Skills
Agents
Actions
Actions are the automated results of a WFI rule. You can configure multiple actions for a single rule.
This section explains the actions available in the Actions section of the Create Rule page. These actions are available for all ACD data points unless otherwise noted.
- Send an Email to Specified Agent(s)
- Specifies that when the condition(s) of the rule are met, WFI should send an email to one or more agents that you select from a list, regardless of whether they were identified by the rule check or not. The list includes a search feature which you can use to find agents more quickly. The dialog for this action also includes Subject and Message fields in which you can enter content for the email.
- Send an Email to External Contacts
- Specifies that when the condition(s) of the rule are met, WFI should send an email to one or more contacts outside your NICE inContact system. The dialog for this action includes a To field in which you can enter one or more email addresses (separated by commas), as well as Subject and Message fields in which you can enter content for the email.
- Send an Email to Specified Team(s)
- Specifies that when the condition(s) of the rule are met, WFI should send an email to one or more teams that you select from a list, regardless of whether they were identified by the rule check or not. The list includes a search feature which you can use to find teams more quickly. The dialog for this action also includes Subject and Message fields in which you can enter content for the email.
- Manage Agent's Skill
- Specifies that when the condition(s) of the rule are met, WFI should modify a skill in relation to the agent or skill identified in the rule check. The following possible modifications are available for all data points unless otherwise noted:
- Add skill with a proficiency of — For agent-based conditions, assigns the chosen skill to the agent with a proficiency you select from the drop-down of values ranging from 1 - Highest to 20 - Lowest. For rules using skill-based conditions, adds the skill with your selected proficiency to agents, or agents on teams, that you select.
- Remove agent skill — Removes the chosen skill from the agent. This modification is not available for skill-based data points (current day service level, queue size, or longest wait time). This action can also be limited by skill settings for Workforce Intelligence Minimum Agents, Workforce Intelligence Minimum Available Agents, or both.
- Activate skill — Activates the chosen skill for the agent when the condition is agent-based. For rules using skill-based conditions, activates the chosen skills for the agents or teams you select.
- Inactivate skill — Deactivates the chosen skill. This modification is not available for skill-based data points (current day service level, queue size, or longest wait time).
- Raise the agent proficiency for a skill one level, no higher than — Increases the agent's proficiency by one level for the chosen skill, up to a limit you specify from the drop-down of values ranging from 1 - Highest to 19. This modification is not available for skill-based data points (current day service level, queue size, or longest wait time).
- Lower the agent proficiency for a skill one level, no lower than — Decreases the agent's proficiency by one level for the chosen skill, with a base limit you specify from the drop-down of values ranging from 2 to 20 - Lowest. This modification is not available for skill-based data points (current day service level, queue size, or longest wait time).
When you select this action for a skill-based data point, you can configure two additional settings that revert your skill modification once the condition is no longer met. These settings are:
- Recovery Level — Allows you to specify a value that indicates the condition has recovered. When reached, the skill modifications are reverted to normal settings.Example
- PDQ Consulting has a number of agents who are usually dedicated to chat and email channels. A rule is set so that, if the longest wait time for inbound calls is eight minutes or higher, WFI automatically adds the appropriate inbound phone skill to those agents.
- PDQ configures the recovery level for this rule as five minutes. When the longest wait time for any inbound call in queue is five minutes or less, the skill is removed from the chat and email agents.
- Contact center operations begin at 9:00 AM. WFI rule checks happen at one minute intervals (this interval cannot be changed).
- At 10:01 AM rule check, WFI finds the inbound call with the longest wait time is at nine minutes. The rule is triggered, and the skill is added for the email and chat agents.
- Inbound calls for that skill are now routed to these agents as well as those agents who normally have the skill. As long as the rule is in effect, all inbound calls in queue are routed to any agent with the skill. If the call with the nine minute wait time is answered, and the next call in queue has been waiting only six minutes, that call could still be routed to one of the temporarily-activated agents.
- At the next rule check (10:02 AM), the inbound call with the longest wait time is at four and a half minutes. At that point, the email and chat agents are removed from the skill and call routing returns to normal.
- Send Recovery Notifications — Allows you to specify that anyone who received an earlier notification as a result of this rule should be notified automatically when the skill has recovered and the modification is removed. The content of this notification is not editable.
Example
In addition to the skill modification mentioned in the previous bullet, PDQ Consulting's rule also sends an email to specified agents so those who act as team leads for the chat and email teams are notified that the inbound phone skill has been activated for their agents. The rest of the agents on the team are not notified. With this checkbox selected, when the recovery level is met, the system sends those team leads an automatic notification that the inbound phone skill has been removed from their agents, but again, no notification is sent to the other agents on the affected teams. If PDQ Consulting wanted all the affected agents to receive both initial and recovery notifications, they could instead send an email to specified teams.
- Send an Email to the Agent's Supervisor
- Specifies that when the condition(s) of the rule are met, WFI should send an email to the supervisor of the agent(s) identified in the rule check. You cannot specify a supervisor by name; WFI sends the email automatically to the supervisor listed in the agent profile. The dialog for this action also includes Subject and Message fields in which you can enter content for the email. This action is not available for skill-based data points (current day service level, queue size, or longest wait time).
- Send an Agent Message to Agent
- Specifies that when the condition(s) of the rule are met, WFI should send a marquee message to the agent(s) identified in the rule check. You cannot specify agents by name; WFI displays the message automatically to the agent(s) who meet the rule criteria. The dialog for this action also includes Subject and Message fields in which you can enter content for the message. It also provides a Duration field in which you can specify the number of minutes the message should display, and an Expiration Days field in which you can enter the number of days after which the message should no longer be displayed. This action is not available for skill-based data points (current day service level, queue size, or longest wait time).
- Send an Email to Agent
- Specifies that when the condition(s) of the rule are met, WFI should send an email to the agent(s) identified in the rule check. You cannot specify agents by name; WFI sends the email automatically to the agent(s) who meet the rule criteria. The dialog for this action includes Subject and Message fields in which you can enter content for the message. This action is not available for skill-based data points (current day service level, queue size, or longest wait time).
