Creating and editing operations manually

In this article we will take you through the steps on how to create “Operations Manually”. This is an important step as this is the start of the hierarchy process of creating “Operations” , “Groups/Teams” and “Users”

You can create just one  “Operation” or more then one operation. “Operations” are segregated. This means each “Operation” has its own data. So each “Operation” will have its own scorecards, dedicated channels and reports. Supervisors, Managers and Monitors are allowed to belong to more then one “Operation” agents can only belong to one “Operation”. 

Log on to http://cyf.com

Go to “Settings” “Operations Administration” on the main menu bar.

 

Click on “New Operation”

In the next page the user can edit the operation by completing the required criteria for the “Operation/s”

You will be presented with the screen shot above.

There is a quite a bit sections on this page to be completed to ensure that you setup your operation correctly. Make sure you select the correct options as this will impact the behavior of how your will use the these functionalities in this operation.

Customize:

Lets go through the options and what they mean.

• Operations Name – This what you will name your “Operation” for Example “Inbound” “Outbound” etc.
• The next four options present the channels that you will assign for this operation. You can select all channels or only the channels applicable for this operation.
• Operator can play Audio – This means when an agent receives their score report and the call is attached the agents is able to play the audio and provide feedback where it is relevant.
• Using the “Supervisor can play Audio” means the supervisor can play the loaded audio and listen to the call.
• The show play button in result will allow the agent to listen to the call as well.
• Force in present feedback – if set to “YES”, Monitors, Managers and Supervisors can sign or dispute feedback in the system, and the agent will need to provide a password for other roles to sign or dispute the review. You will also see when you change to “YES” to force in present feedback, a new option called “Agent can close review”. If you click yes, below you will see an option called “Minimum score for agent to close their review” and you will need to enter a score. Let’s say the minimum is 80, then if the agent has a higher score, they can sign the feedback without requesting another role, now, if they have a lower score, they need a Monitor, Manager or Supervisor to apply the feedback.
• Days to allow unproductive contact is the amount of days that the system will allow an evaluation to stay without any action taken. Once these days expires the system will automatically remove this evaluation. 
• Automatically close case after – If an evolution case is under review and this option has an amount of days in it, the system will automatically close the case after these days has expired.
• Evaluations Daily Quantity Goal (Monitor) – to set up a daily Goal for the Monitor to be achieved.
• Evaluations Daily Quantity Goal (Supervisor) – allows user to set a daily goal for the Supervisor to be achieved.
• Days to end of story – the system still allow users reopen closed evaluations when the deadline of “automatically close case after” is achieved. But if the evaluation date exceeds the “days to end of story” deadline, so the user will not be able to reopen it again.

Notifications:

Please note Email notifications can be selected for the different options and the mail addresses populated for that criteria will receive those type of notifications.

• Critical Faults – All emails entered here will allow the users to receive emails if a “Critical Fault” was committed on an item.
• Evaluations made from an external user – the email account/s will receive and email with the results of an evaluation that was made by an external user.
• Evaluations disagreed by agents – will send evaluations to the evaluator who’s email address has been entered here
• Once the operation has been created and processed the user can go to.
• Daily Resume – allows the user to see comments made on the evaluation/s.

The newly created “Operation” will appear on this screen.

You can also “Edit” or “Duplicate ” the operation here by clicking on any of the circled Icons.

Please also refer to our article ” Operations General Configuration” which form part of the configuration of Operations.

For any further assistance do not hesitate to contact our support department on support@cyf.com