Once you have set up Sites, Services and Skills, you can group them into Work Types to ensure work is routed correctly. If you haven't already, we recommend you read 'How does routing work?' before setting up Work Types.
Step 1: Click Work Types on your Administrator Dashboard.
Step 2: This view displays a list of your organization's work types. To add a new work type, click the plus sign icon (+) located on the top right of your screen.
Step 3: Enter the name of the work type and select the environment (The Contact Centre environment will only serve interactions to Agents, while the Office environment will only route calls to Administrators and/or Office employees). Click Next to add the properties of this work type.
- When a Contact Centre Environment is selected, work types will appear in contact center workflows.
- Work types in contact center flows will be served using the optimized routing algorithm.
- When Office is selected, work types will appear in office workflows.
- Work types in office flows will be served using basic routing (first-in, first-out, or ring-all).
Step 4: Enter the properties of the work type and click Next.
These properties will be used to match work items to agents.
- Services describe the kinds of work an agent must perform in order to receive the work item (e.g. client services, sales, collections, etc).
- Channels indicate how your agents can communicate with your customers (e.g. email, SMS, et cetera).
- Agents will only receive work items whose channel matches the agent's channel.
- Sites indicate what region the agent is responsible for (e.g. calls from London may need to be routed to a specific group of agents).
- Skills help to segregate your interactions even further (e.g. by language – such as English, Spanish, Mandarin, et cetera).
Step 5: Define the priority of the work type by defining its business value and a service-level agreement. Click Finish. Your new work type has been added.
- Business Value
- This determines the importance of this interaction over another. Work types with a high score will give it a greater overall score (optimization algorithm) and will be served before interactions with a lower score.
- Response time
- This determines how quickly you are expecting your interactions to be responded to. As the interaction waits in the waiting room it becomes more urgent and as a result, gets a greater score (optimization algorithm). More urgent interactions will be served before less urgent work items.
Removing Work Types
Note: You can’t remove a Work Type that forms part of a workflow.
Step 1: Click the trash can icon on the top right of the Work Types view.
Step 2: Select the Work Types you'd like to delete, then click the tick icon to confirm the deletion.