How to navigate to this page> Typical display>
All Agent Simulator configuration is achieved through Manager. However, a limited number of options can be set and modified using the desktop version GUI directly. In general this section details the Manager configuration fields but also provides an indication of which items are available through the desktop GUI.
The following configuration pages are all available from the drop-down menu on the Agent Group Properties Simulation Tab.
General Tab
General information about the agent group emulation process.
| • | Simulate the agents in this group - if ticked then the server process is started and the number of agents identified logged on. If un-ticked then any calls are cleared, the agent logged off, and the server process stopped. For desktop simulator this is the equivalent of the start and stop options. |
| • | Device Prefix - if set then only devices of this prefix are used by the emulated agents; |
| • | Number of agents - the number of agents to be emulated (can also be set on the desktop version); |
| • | Check MIS and log errors encountered during simulation - enables some internal MIS checks. This function is for internal testing and it is recommended that it should not be ticked; |
| • | Generate screen recordings where appropriate - create fake screen recordings when licence allows and the station used by the emulated agent has a computer name assigned. |
Call Handling Tab
Information about how telephone calls should be handled on behalf of the agents being emulated. Most actions can be enabled or disabled and have an associated minimum and a maximum value (seconds). The appropriate action is performed randomly between these two times. If they are set the same then the time is fixed.
| • | Set Outcomes - determines if and how business outcomes should be set.
If Random from configuration outcomes is selected then it reads in the activity codes from the configuration database and sets one at random from this list.
Random outcome from codes 1 to 4 can be used in cases where pre-defined post analysis scripts have been written (i.e. the outcomes need to be more predictable). In this case the activity codes are allocated equally (20% each) with 20% of calls having no activity code set. The associated activity data is set to a random number between 0 and 100.
Outcome 1, 2, 3 allows specific activity codes to be set based on the type of call (single, requeue, transfer). The activity data is set to the equivalent string (Clear, Requeue, or Consultation); |
| • | Answer incoming calls - if ticked, incoming delivered calls will be answered by the agent. The fields to the right define the minimum and maximum times before the answer request is generated following the delivered; |
| • | Make manual outbound calls - if ticked, make call requests will be generated from the agent position (manual calls). The fields to the right define the minimum and maximum times before the make call request is generate following the agent going ready, the number of manual calls to make, and the destination for the calls (normally left blank for random remote telephone numbers);
This option is not normally used as it is more common to generate outbound calls using rostrvm OutBound (i.e. the dialler). |
| • | Perform hold and retrieve during calls - if ticked, hold and retrieve requests are generated randomly for all connected calls; |
| • | Clear calls - if ticked, connected calls will be cleared by the agent. The fields to the right define the minimum and maximum times before the clear request is generated following the established. |
Agent Sessions Tab
Information about how agent states should be handled on behalf of the agents being emulated. Most actions have an associated minimum and a maximum value (seconds or minutes). The appropriate action is performed randomly between these two times (seconds unless specified otherwise). If they are set the same then the time is fixed.
| • | Shift start and end time - these are the time between when the agent should be logged on and off when the Simulate the agents in this group option is set. Without these set the agents will never be logged on; |
| • | Set agent ready after wrap-up - if ticked, the agent will be set Ready to receive the next contact after entering the wrap-up state; |
| • | Time before ready - the minimum and maximum times between which the agent will be set Ready after a call is cleared; |
| • | Time between logons - the minimum and maximum times between the initial logon when the emulation is started. This allows the logons to be spread out to avoid overloading the database; |
| • | Time before break - the minimum and maximum times in minutes between which the agent will be logged off for a break. |
| • | Time on break - the minimum and maximum times between which the agent will remain logged off on a break before being logged back on. |
Callbacks and Emails Tab
Information about how agents handle OutBound callbacks and simulated emails.
| • | % of calls to set a callback - the percentage of connected calls to set a callback on for both inbound and outbound calls. For inbound calls the callback is set on the list configured against the AdVisor details; |
| • | % of calls to set an agent specific callback - the percentage of connected calls to set an agent specific callback on for both inbound and outbound calls. |
| • | Date and Time for the callback - the relative date and time at which to set the callback; |
| • | % of calls to send followup email - the percentage of calls on which to generate a followup email; |
| • | Email account to send from - the email address from which to send any followup emails. |
Transfers and Conferences Tab
Information about how agents pass calls on (or not).
| • | Transfer or Conference calls - if ticked, a proportion of the calls handled by the agent will be transferred and/or conferenced; |
| • | Time before consultation - the minimum and maximum time in seconds before a consultation call will be made after a primary call is established; |
| • | Time before transfer/conference - the minimum and maximum time in seconds before a consultation call is completed after it has been initiated; |
| • | % of calls to transfer - the percentage of established calls to perform a consultative transfer; |
| • | % of calls to conference - the percentage of the remaining established calls to perform a consultative conference; |
| • | % of calls to requeue - the percentage of the remaining established calls to perform a requeue; |
| • | Destination - for the consultation and requeued calls (normally another routing number). |