The Dynamic Job Distributor (“DJD”) is an Impact HD 2.0 offering that allows users to create sets of accurate account assignments (“pools”) for distribution to individual users and/or user groups leveraging the Strategy on Demand Workflow Manager (“SOD”) tool to accomplish this task. The SOD that creates DJD campaigns is driven by evaluations and updates from a user-definable view therefore providing total control to the end user.
Furthermore, the DJD provides an easy to use graphical user interface with drag-and-drop controls to provide the ability to activate and deactivate users, user groups and campaigns on all on a real-time basis and totally transparent to the agents assigned to handle the selected accounts.
To enable user security, under the “Impact Menu Selections” in the Security Group table (Impact – Company Tables – Security Group Table), define access to a Security Group for any of the following DJD tabs:
Check the corresponding checkbox to enable access to the corresponding Security Group to each DJD tab.
Creating a DJD Campaign Pool
The create a DJD Campaign Pool, open the DJD tool from the Impact – Collections – Dynamic Job Distributor menu selection as shown below:
This will open the Dynamic Job Distributor Console:
The Dynamic Job Distributor Console provides a control panel to the user from where all controls for each campaign are defined.
The Dynamic Job Distributor Console contains three tabs, as follows:
The DJD Campaign tab provides users with access to define the parameters of a Strategy of Demand (“SOD”) that contains the set of evaluations and updates necessary to target the subset of accounts for the specific DJD Campaign Pool being designed.
This tab provides the familiar user interface for the Strategy on Demand Workflow Manager offering. To add a new project, use the SOD Menu Ribbon and locate the icon.
This will add a new empty row in the SOD Console prompting the user to enter the following:
- SOD Code: Enter a six-character alphanumeric code for this SOD
- SOD Name: Enter a 30-character alphanumeric name or description for this SOD
- Activity Type: Use the drop-down to select the unique “DJDCMP” as the Activity Type for this SOD. Please note that you are creating this SOD from within the DJD Console and only SODs with this Activity Type are displayed. However, from the SOD application, the Activity Type “DJDCMP” is one of many currently available.
- DJD View Name: Use the drop-down to select the view for this SOD.
The Dynamic Job Distributor tool provides users full control to accurately define the attributes for the subset of accounts targeted for distribution by creating a pool based on user-definable attributes leveraging SQL views. Users can select virtually any table in the CSS schema and, using the ORDER BY clause, organize the sequential order in which the accounts will be presented to the assigned users and/or groups in the pool.
The name of the view or views used with the Dynamic Job Distributor must begin with “DJD_”. Views that do not conform to this naming convention will not display in the “DJD View Name” drop-down selector.
Once all parameters have been defined for the newly created DJD, click on the button to save your campaign.
Once the campaign has been saved, using the evaluation objects, proceed to define the evaluations that will filter your desired DJD account pool.
Click on the object to define the terms of the evaluation. Select the following:
- Table: Account is the only option as all views are, by default, at this level.
- View: Use the drop-down to select the view
- Field: Use the drop-down to select the which field from the view is being evaluated
- Operator: Use the drop-down to select one of the operators
- Compare: Use the radio button to select
- Prompt Value
Continue adding evaluations as needed to complete the filters needed.
Important Note: If your DJD requires that accounts presented to agents must be eliminated from the pool, ensure that you create logic, using evaluations and updates, to self-cleanse the list.
For instance, the above example updates a field in a User Defined Window named “ZZZ” with today’s date. At the same time, two evaluations check to ensure that this User Defined Window field is either null or is not equal to today’s date therefore ensuring that every account qualified by this SOD will be immediately eliminated from the list once presented to the agent.
Similarly to any other Activity Type, the DJDCMP SOD requires testing in order to be saved. To test the SOD, click on the “Test” button . The dialog box below prompts the user to enter a User ID to evaluate the conditions defined in the SOD canvas.
Once the test harness is completed, the system will display the following three tabs: Evaluation, Update and SQL.
Once tested, the DJDCMP SOD is available to be used in the DJD Campaign Pool
The DJD Campaign Pool Tab allows users to define the attributes of a DJD campaign; namely,
- Users: used to define the users that will be part of the DJD campaign,
- Groups: used to define the user groups that will be part of the DJD campaign,
- Campaigns: used to define the SOD that qualifies the accounts for the DJD campaign.
To create a DJD campaign pool, first, click on the icon located at the button left of the work canvas as shown below.
This will create a new row and prompt the user to name the DJD Campaign Pool by showing a default “NEWITEM” entry. Enter an alphanumeric name for this DJD Campaign Pool of up to 50 characters in length. Once you enter the name, press “Enter” to save it. By default, this new DJD Campaign Pool is turned-off as indicated by the button on the upper right corner of the canvas. To delete a DJD Campaign Pool, use the icon at the rightmost end of the new entry. A dialog box to confirm the deletion will be displayed.
Turning State Compliance SOD On and Off
When creating a DJD Campaign Pool, users have the option to allow or disallow the execution of a State Compliance Strategy on Demand that may be defined under the System Parameters for qualifying accounts when they are presented to the agent. This function can be enabled (turned-on) or disabled (turned-off) as desired using the switch as indicated below.
Next, expand the “Users” option to expose the list of users from the User ID table (Impact – Tables – Company Tables – UserID Table).
To initialize a user as part of the current DJD Campaign Pool, use the mouse and position it immediately to the left of the desired user over the set of six dots. Click and drag the selected user on top of the newly created DJD Campaign Pool. This will create a new “Users” group under the DJD Campaign.
Note that each user added to the DJD Campaign Pool has an “ON/OFF” button as well as a delete option. By default, all buttons are set to the “OFF” position. Continue adding as many Users as needed for your DJD Campaign Pool.
Similar to adding Users to a DJD Campaign Pool, to add a User Group, expand the “Groups” option to expose the list of groups from the Group Table (Impact – Tables – Agency Tables – Users Table).
To initialize a group as part of the current DJD Campaign Pool, use the mouse and position it immediately to the left of the desired group over the set of six dots. Click and drag the selected group on top of the newly created DJD Campaign Pool. This will create a new “Groups” group under the DJD Campaign.
Note that each group added to the DJD Campaign Pool has an “ON/OFF” button as well as a delete option. By default, all buttons are set to the “OFF” position. Continue adding as many Groups as needed for your DJD Campaign Pool.
Similar to adding Users and Groups to a DJD Campaign Pool, to add a Campaign that you already created, expand the “Campaigns” option to expose the list of campaigns available.
To initialize a campaign as part of the current DJD Campaign Pool, use the mouse and position it immediately to the left of the desired campaign over the set of six dots. Click and drag the selected group on top of the newly created DJD Campaign Pool. This will create a new “Campaigns” group under the DJD Campaign.
Note that each campaign added to the DJD Campaign Pool has an “ON/OFF” button as well as a delete option. By default, all buttons are set to the “OFF” position. Add as many Campaigns as needed. Each will be executed in the specified order once the previous has been fully completed.
Once all parameters have been defined and each element is turned-on or off as needed, the DJD Campaign Pool is ready to be used. As soon as it is enabled, the workcard of a user assigned to a DJD Campaign Pool will display the icon indicating to the user that she is on a DJD Campaign Pool. A tool tip is displayed when hovering over this button with the mouse indicating the SOD code that is currently being executed.
If an agent is working a Select Worklist, once his user ID on an active DJD Campaign
Pool is enabled, the user will see the icon displayed on the
workcard ribbon, immediately after clicking on either the “Next” or “Save and Next”
buttons, indicating she is now working a DJD list. Similarly, when either an agent
or a DJD Campaign Pool are deactivated, the agent will receive this message indicating
she is no longer working the DJD Campaign Pool.
Users that are part of an activated “DJD Campaign Pool” will be dynamically forced to work the accounts qualified by the active DJDCMP SODs to which their UserID belongs and the “Select Worklist Function” within the workcard is disabled for that user. Users under a DJD Campaign Pool are still able to manually perform lookups to handle incoming phone calls. Once either the DJD Campaign Pool or a specific UserID is turned-off or the DJD Campaign Pool is completed, the user will regain access to the Select Worklist menu item. The button will dynamically be displayed to the agent upon launching the workcard. Clicking on this button requests the first account on the list.
Note: Upon starting the DJD Campaign Pool, the system creates a ‘qualified user’ list by scanning the users logged to IMPACT! and ignoring any users that are logged into the dialer.
Immediately after a DJD Campaign Pool has been enabled, participating agents are presented with the first qualifying account based on the parameters defined in the corresponding DJDCMP Strategy on Demand SODs that have been hinged to the active DJD list. Each time a ‘qualified user’ selects “Save” or “Save and Next” the active DJDCMP workflow evaluates and screen pops the next qualified and eligible account from the pool. These evaluations are all executed on a real-time basis.
The “LOG” table tracks any accounts displayed to an agent as LOG_TYPE = ‘J’.
The Campaign Manager tab allows users to control which DJD Campaign Pool is active or inactive. In other words, each DJD Campaign Pool can be executed independently from any other and be turned on or turned off as needed using the switch.