Administration

The administration module is a cornestone of the Nixxis Contact Suite.

The whole approach of the system’s administration is business oriented.

The administration module enables you to build business campaigns. These campaigns consist of a number of business related activities. These activities are associated to queues, who will assign the interaction to an Admin or a team of Admins with the right skill set.

The administration user interface will allow you to:

• Create new campaigns with associated global targets
• Create and/or assign existing activities to a campaign and define the corresponding detailed targets and skill set needed
• Create and/or assign new/existing queues to an activity
• Create and/or assign new/existing teams of Admins to a queue
• Create and/or assign new/existing Admins to a team
• Assign new/existing skills to an agent or team of Admins

The use of topics

To structure qualitative results topics are defined. A topic is an event happening during a conversation and every topic results in a corresponding value.

The topic set is stored in the call centre system database and results per conversation are stored in the historical database. Those results are also used by the supervision tools. As a result, campaigns can be evaluated in function of their goals and objectives.

The system will adjust the parameters of a campaign by comparing the real results with the defined goals. This can be performed automatically or by the supervisor.