Documentation for NobelBiz CCOPS CCM and CCM Admin
Overview
CCM assigns and tracks the states of agents on the Sytel Softdial system, receives notification of queued inbound calls on the NobelBiz SMRT ACD, chooses available agents with matching skills, provides routing instructions, and monitors the bridging of calls.
CCM Admin (CCMA) is a related subsystem, that enables the management of the roster of agents, their skills, and assignments.
CCM is designed to overcome some of the limitations of the Sytel Softdial system. In particular, it enables dynamic skill based routing, in which a large pool of agents are assigned to calls based on matching agents skills with those required for individual calls.
Agent pool
Calls are tagged with skill identifiers when they are routed through skill containers in SMRT prior to queueing. Skills may be assigned based on DNIS, IVR interactions, or more advanced logic.
While most Skills represent agents' abilities to handle certain call-types, skill-tags may also be used to influence routing to certain call-centers, tenants, work groups, or levels of service.
Skills may be modified for calls that time out in a queue. At this time, SMRT skill containers cannot delete a skill, but can nullify one by adding an anti-skill, prefixing the original skill with an x (e.g. sales / xsales).
