Process Configuration

overview this tab is used for creating, managing, and deleting campaigns under a key entities docid\ d6nngdilc1az5zszinnqk it includes the following sections and tabs to facilitate these functions the user interface of this tab varies based on the campaign type selected in the left side menu it can be divided into several parts left navigation section this fixed left sidebar allows browsing through various processes and campaigns if the sidebar is hidden, click the icon to open it; if visible, click "x" to close it the pane includes a "create new campaign" button to start new campaigns and a search box to find specific processes or campaigns tabs by default, these tabs appear when you first visit the page, though their visibility and settings depend on the selected campaign type\ details of these tabs are covered in the campaign settings documentation settings routing users call context default working queues canned message holiday/office hours customers local ivr custom fields state rule media profile customer card qa parameters prompt operations operations here are categorized as process management click any process name in the left navigation to configure its settings if no campaign exists, process settings won't appear; create a campaign first before accessing these settings campaign management the administrator can create, edit, and delete campaigns, which are essential for setting up the contact center create campaign, process tab interface for different campaigns, delete a campaign this organizes campaign creation and management effectively with process specific configuration and operational tools process settings you can click a process name in the left navigation bar to view the settings of this process the settings of a process contains the following tabs click the links to know more about them chat theme custom fields customer distribution rules pace state pace rule customer card chat theme tab in process settings the chat theme tab in process settings enables you to create customized themes for the web chat configuration is performed via various apis, which are provided by default within ameyo server 4 3 and above by using the parameters available in this tab, you can call any api to execute its specific function this tab and the "default chat theme" will remain disable until a customized theme is added parameters the parameters section outlines the hierarchy and values needed to execute theme operations via apis the hierarchy is structured as follows theme configuration → component → property → value default registration form it is the registration form to start the chat it has the following components header it lets you modify the header in the form text it lets you modify the text in header it accepts the value in text format color it lets you modify the color of header in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) text color it lets you modify the color of the text in the header in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) input field it lets you modify the formatting of the input field in the form text color it lets you modify the color of the text in the input field in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) button it lets you modify the formatting of the button in the form color it lets you modify the color of button in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) text color it lets you modify the color of text in button in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) shape it lets you modify the shape of the button it accepts the value as cornered or rounded success message it lets you modify the formatting of the success message color it lets you modify the color of the text in the success message it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) error message it lets you modify the formatting of the error message color it lets you modify the color of the text in the error message it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) background it lets you modify the background color in the form color it lets you modify the color of the background in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) default offline registration form it is the default offline registration form that appears when the chat is offline it has the following components header it lets you modify the header in the form text it lets you modify the text in the header it accepts the value in text format color it lets you modify the color of the header in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) text color it lets you modify the color of text in the header in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) input field it lets you modify the formatting of the input field in the form text color it lets you modify the color of the text in the input field in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) button it lets you modify the formatting of the button in the form color it lets you modify the color of the button in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) text color it lets you modify the color of the text in the button in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) shape it lets you modify the shape of the button it accepts the value as cornered or rounded success message it lets you modify the formatting of the success message color it lets you modify the color of the text in the success message it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) error message it lets you modify the error message color it lets you modify the color of the text in the error message it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) background it lets you modify the background in the form color it lets you modify the color of the background in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) placeholder it lets you modify the text that is displayed over the input field as an introduction to the offline registration form text it lets you modify the placeholder text in the form it accepts the value in plain text text color it lets you modify the color of the placeholder text in the form it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) chat screen it is the main chat screen it has the following components background it lets you modify the background of the chat screen color it lets you modify the color of the background in the chat screen it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) system message it lets you modify the formatting of the system message color it lets you modify the color of the text in the system message it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) customer message it lets you modify the formatting of the customer message background color it lets you modify the background color of the text in the customer message color it lets you modify the color of the text in the customer message it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) agent message it lets you modify the formatting of the agent message background color it lets you modify the background color of the text in the agent message it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) color it lets you modify the color of the text in the agent message it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) timestamp it lets you modify the formatting of the timestamp (given below the messages) in the chat screen color it lets you modify the color of the timestamp it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) footer it lets you modify the formatting of the footer color it lets you modify the color of the footer it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) header it lets you modify the header in the chat screen color it lets you modify the color of the header in the chat screen it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) text color it lets you modify the color of the text in the header in the chat screen text it lets you modify the text in the header in the chat screen it accepts the value as text text area it lets you modify the formatting of the text area in the chat screen color it lets you modify the color of the text area text color it lets you modify the color of the text in the text area attachment icon it lets you modify the formatting of the attachment icon that is used to upload the files color it lets you modify the color of the attachment icon it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) send icon it lets you modify the formatting of the send icon that is used to send the messages color it lets you modify the color of the send icon it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) welcome screen it is the welcome screen of chat that is displayed on the starting it has the following components offline badge it lets you modify the formatting of the offline badge text it lets you modify the text in the badge it accepts the value in text color it lets you modify the color of the badge it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) text color it lets you modify the color of the text in the badge it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) online badge it lets you modify the formatting of the online badge text it lets you modify the text in the badge it accepts the value in text color it lets you modify the color of the badge it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) text color it lets you modify the color of the text in the badge it accepts the value in rgba(\<number>,\<number>,\<number>,\<number>) all color values accept the rgba format for precise control over appearance this detailed parameter structure allows thorough customization of the ameyo web chat theme to create engaging customer interactions get session id of administrator login session it is requierd to provide the session id of the current administrator's login while using the apis get the access to the server operating system where ameyo server is installed and execute the following commands to get the same psql u postgres \c ameyodb select from user session history where logout time is null; replace ameyodb with the ameyo database of your ameyo server installation the session id of the administrator changes with every new login so, you have to execute the above command every time whenever the administrator logins chat theme apis following operations can be performed through the apis each oepration is served by a dedicated api add theme add property to theme update theme apply theme remove property from a configuration of a theme get all themes get theme configuration remove a theme add theme api following is the url of the api to be called for adding a theme for web chat you have to replace the values in the following url, copy it, and browse it in the same web browser where you are logged on to ameyo application \<protocol> //\<ip or domain of appserver> \<port number>/dacx/jsoncommand?command=remote processor webchatthemeconfigurationservice addwebchatthemeconfiguration\&data={sessionid \<session id>,themename \<name of theme>,isenabled \<boolean>,webchatthemeconfigurationproperties \[{chatscreen\ chat screen,component \<component name>,property \<property name>,value \<value>}]} replace the following variables variable required value \<protocol> http or https \<ip or domain of appserver> ip address or domain name of the site where ameyo application is running \<port number> 8888 for http or 8443 for https \<session id> session id of the administrator's current login session, which you have obtained through the command given above \<name of theme> here, you have to provide a name for this new theme it should be provided in text format \<boolean> true or false \<component name> provide a name for the component, of which formatting you want to modify \<property name> provide a name for the property of the already provided component, of which formatting you want to modify \<value> provide a value for the already provided property common property value formats are given below color or text color 'rgba(\<number>,\<number>,\<number>,\<number>)' text text format shape cornered or rounded when you execute the above command, the browser gives you a theme id note it down "chat themes" tab in "process settings" now shows the newly added theme default theme will also be activated with the addition of this customized theme add property to theme api following is the url of the api to be called for adding or modifying a property to any screen in your selected web chat theme you have to replace the values in the following url, copy it, and browse it in the same web browser where you are logged on to ameyo application \<protocol> //\<ip or domain of appserver> \<port number>/dacx/jsoncommand?command=remote processor webchatthemeconfigurationservice addorupdatewebchatthemeconfigurationproperty\&data={sessionid \<session id>,themeid \<theme id>,screen \<screen name>,component \<component name>,property \<property name>,value \<value>} replace the following variables variable required value \<protocol> http or https \<ip or domain of appserver> ip address or domain name of the site where ameyo application is running \<port number> 8888 for http or 8443 for https \<session id> session id of the administrator's current login session, which you have obtained through the command given above \<theme id> provide the id of the theme that you want to modify \<screen name> provide the name of the theme configuration that you want to modify \<component name> provide a name for the component, of which formatting you want to modify \<property name> provide a name for the property of the already provided component, of which formatting you want to modify \<value> provide a value for the already provided property common property value formats are given below color or text color 'rgba(\<number>,\<number>,\<number>,\<number>)' text text format shape cornered or rounded after executing the api, browse "chat theme" tab and check the theme in which you have modified the property press "refresh" to update the changes, if required here, in this test case, the color of header of default online registration form has been changed to "green" rename theme api following is the url of the api to be called for renaming a selected theme you have to replace the values in the following url, copy it, and browse it in the same web browser where you are logged on to ameyo application \<protocol> //\<ip or domain of appserver> \<port number>/dacx/jsoncommand?command=remote processor webchatthemeconfigurationservice updatewebchatthemeconfiguration\&data={sessionid \<session id>,themeid \<theme id>,themename \<name of theme>,enabled \<boolean>} replace the following variables variable required value \<protocol> http or https \<ip or domain of appserver> ip address or domain name of the site where ameyo application is running \<port number> 8888 for http or 8443 for https \<session id> session id of the administrator's current login session, which you have obtained through the command given above \<theme id> provide the id of the theme that you want to modify \<name of theme> provide the name of the theme that you want to modify such as 'theme name' (add single quote) \<boolean> true or false apply theme api following is the url of the api to be called for applying a selected theme on the web chat you have to replace the values in the following url, copy it, and browse it in the same web browser where you are logged on to ameyo application \<protocol> //\<ip or domain of appserver> \<port number>/ameyochatjs/test html?campaignid=\<campaign id>\&nodeflowid=\<nodeflow id>\&themeid=\<theme id> replace the following variables variable required value \<protocol> http or https \<ip or domain of appserver> ip address or domain name of the site where ameyo application is running \<port number> 8888 for http or 8443 for https \<campaign id> you have to provide the id of the campaign, which you can get from the campaign settings \<nodeflow id> provide the id of the nodeflow where the selected chat theme will be applied execute the following commands at the server operating system where ameyo server is installed psql u postgres to enter the postgresql console \c ameyodb to enter the database select from acd node to aq mapping; to get the information on nodeflow along with its id \<theme id> provide the id of the theme that you want to apply on the selected nodeflow in the selected campaign get theme configuration api following is the url of the api to be called for getting theme configuration you have to replace the values in the following url, copy it, and browse it in the same web browser where you are logged on to ameyo application \<protocol> //\<ip or domain of appserver> \<port number>/dacx/jsoncommand?command=remote processor webchatthemeconfigurationservice getwebchatthemeconfigurationpropertiesforthemeid\&data={\<session id>,themeid \<theme id>} replace the following variables variable required value \<protocol> http or https \<ip or domain of appserver> ip address or domain name of the site where ameyo application is running \<port number> 8888 for http or 8443 for https \<session id> session id of the administrator's current login session, which you have obtained through the command given above \<theme id> provide the id of the theme that you want to modify remove theme configuration api following is the url of the api to be called for removing a theme configuration you have to replace the values in the following url, copy it, and browse it in the same web browser where you are logged on to ameyo application \<protocol> //\<ip or domain of appserver> \<port number>/dacx/jsoncommand?command=remote processor webchatthemeconfigurationservice removewebchatthemeconfigurationproperty\&data={sessionid \<session id>,themepropertyid \<theme property id>} replace the following variables variable required value \<protocol> http or https \<ip or domain of appserver> ip address or domain name of the site where ameyo application is running \<port number> 8888 for http or 8443 for https \<session id> session id of the administrator's current login session, which you have obtained through the command given above \<theme property id> provide the id of the theme configuration (also called property id) that you want to delete execute the following commands at the server operating system where ameyo server is installed psql u postgres to enter the postgresql console \c ameyodb to enter the database select from webchat theme configuration properties; to get the id of theme configuration remove theme api following is the url of the api to be called for removing a theme you have to replace the values in the following url, copy it, and browse it in the same web browser where you are logged on to ameyo application \<protocol> //\<ip or domain of appserver> \<port number>/dacx/jsoncommand?command=remote processor webchatthemeconfigurationservice removewebchatthemeconfiguration\&data={sessionid \<session id>,themeid \<theme id>} replace the following variables variable required value \<protocol> http or https \<ip or domain of appserver> ip address or domain name of the site where ameyo application is running \<port number> 8888 for http or 8443 for https \<session id> session id of the administrator's current login session, which you have obtained through the command given above \<theme id> provide the id of the theme that you want to delete custom fields tab in process settings custom fields lets you to create the custom fields and use them in the campaign cautionary line a cautionary note is displayed at the top of the page stating the following it is recommended to make changes during non working hours since these changes will only become visible after users log in again additionally, some rule actions might require updating this message clarifies that newly created custom fields will appear on the agent’s screen only after the agent logs out and logs back in therefore, it is advisable to create or modify custom fields during off hours to avoid disrupting agents during active sessions default category of custom fields a default category of custom fields named "default category" will be created in the backend database while creating a process when the administrator will try to create the custom fields without creating a custom category, then the custom fields will be assigned to "default category" by default hence, the custom fields assigned in "default category" will be displayed on the user interface add a category of custom fields perform the following steps to create a category of the custom fields click "add category" button on the top left corner it shows the following pop up provide a name for the category and click "save" manage categories of custom fields you can create multiple categories by performing these steps the added categories gets listed in "category" drop down menu located on the top left corner here, you can select any category to perform any of the following operations add custom fields view the list of existing custom fields edit a category after selecting a category, click on edit icon to edit a category using the following pop up here, you can change the name of category click "save" to make the changes, else click "cancel" to discard it delete a category after selecting a category, click on delete icon to remove a cartegory the following warning message is displayed the deleted category cannot be restored the custom fields assigned to it will remain unassigned and you have to assign them to other category click "yes" to delete the selected category rather, you can click "cancel" to keep it create a custom field perform the following steps to create a custom field click "add" button to add a custom field using the following pop up provide a name for the custom field select a category using the "category" drop down menu in "type" drop down menu, select the type of custom field that you can to create singlelinefield select it to create a single line custom field you can use this to take the input in a single text line select any of the following data types for this field string integer decimal multilinefield select it to create a multiple line custom field or a textarea you can use this to take the input in the multiple text lines select "string" as the data type it is the only available data type here checkbox select it to create custom checkboxes the user can select any or multiple checkboxes it shows the "possible value" section in the pop up in "possible values" section, you have to provide the values for checkboxes that you want to create in the text field, provide a value and click + icon to add this textbox you can create mulitple check boxes to provide the multiple options of a query select any of the following data types for this field string integer decimal boolean to delete a checkbox, click "x" icon below any field value radiobutton select it to create custom radio buttons but the user can select only one of them it shows the "possible value" section in the pop up in "possible values" section, you have to provide the values for radio buttons that you want to create in the text field, provide a value and click + icon to add this textbox you can create multiple radio buttons select any of the following data types for this field string integer decimal to delete a field value, click "x" icon below it singleselectionlistbox select it to create a list containing multiple values but the user can select only one of them it shows the "possible value" section in the pop up in "possible values" section, you have to provide the values for the single selection list in the text field, provide a value and click + icon to add this textbox you can provide multiple values here select any of the following data types for this field to delete a field value, click "x" icon below it string integer decimal multiselectionlistbox select it to create a list containing multiple values the user can select any or mutliple values selecting it shows "possible value" section in the pop up in "possible values" section, you have to provide the values for the single selection list in the text field, provide a value and click + icon to add this textbox you can provide multiple values select any of the following data types for this field to delete a field value, click the "x" icon below it string integer decimal to delete a field value, click the "x" icon below it dependentsingleselectionlistbox select it to create a list containing values the user has to select a value to proceed further if multiple levels of such custom field are created, the values in the corresponding below level will be populated automatically and again the user can select only one of them perform the following steps in "possible values" section, provide a label for the first level of the list type the comma separated values in the text area scroll bar information in case of multiple values, the scroll bar will be displayed in this text area now, you can click "apply" to create the first level of the list to create the second level list, click "add level" just below the first level a drop down menu lists all values of the first level list you can select a first level value provide a label name and enter the multiple values in the comma separated format click "apply" to create a second level list select another value of first level list in the drop down menu, provide a label, and then enter comma separated multiple values you can scroll down to enter the values for the next fields click "apply" to save the list when you are in third level, you have to select the value in first level to load its corresponding values in the second level list after selecting a value in second level, the corresponding values in the third level list will be populated you can create nested levels of dependent lists to meet your requirements select "string" as the data type as it is the only one available data type to delete a list at any level, click the "delete" button for it datefield select it to create a list containing multiple values but the user can select only one of them it shows "possible value" section in the pop up select "datetime" as the data type, which is the only available data type here 9 regex the regex custom field is used to store the custom unique identifier for the tickets select any of the following options either to make the custom field mandatory either while creating the ticket or while closing it mandatory on creation select it to make the custom field to be filled while creating the ticket mandatory on closure select it to make the custom field to be filled while closing the ticket select "searchable" to make this field searchable the values of this field can be searched in the system select "non editable" to make the field non editable by the user however, you can keep it unchecked to let the users edit it as per requirement the created custom fields are listed on the left side view and modify custom field perform the following steps to view and modify the details of a custom field click the checkbox of a custom field to select it its details are displayed on the right side you can change the following values here name category add or remove possible values make it mandatory to fill either on the creation or the closure of a ticket make it searchable or not make it editable or non editable by the user click "update" to apply the changes rather, you can click "cancel" to discard the changes if any custom field is deleted or modified, then the agents are not required to logout and relogin to see the impact delete a custom field the deleted custom field cannot be restored perform the following steps to delete a custom field click the checkbox of a custom field to select it click the "delete" button to delete it the following message is displayed regex custom fields in process settings in fusion, custom fields in a ticket allow you to store additional information specific to your business requirements these fields can be used to reference data or trigger actions in other systems through http actions however, for such references or actions to work reliably, the captured data must be valid for instance, a business may store order details in a crm application where each order is identified using a predefined format such as abc123456 or abc123457 during a customer interaction, an agent can record the order id in a custom field that is passed to another system before doing so, the business needs a mechanism to validate the entered order id to address this requirement, the ameyo application server now includes a new custom field type called "regex" this option allows administrators to create a custom field with validation logic based on regular expressions it ensures only valid string values are accepted according to the defined pattern to create or manage these fields, go to the process tab, open the settings of a process, and navigate to custom field the changes made in the custom fields will be visible to the agents only when they log out and re login therefore, it is recommended to make these changes in the non working hour so that the agent will notice these changes when they login to their working hours on the top, the following message is displayed it is recommended to make changes during non working hours as they will be visible only once the users login again you may also have to update some rule actions perform the following steps to create a regex type custom field in an already existing custom field category click "add" button to add a new custom field it shows the following modal provide a name for the new custom field select the category of the custom field click "type" drop down menu to select the custom field type select "regex" as a type of the custom field the default data type of "regex" is "string" the next step is to provide the regular expression to create a regular expression, the ameyo user can provide a range of letters or numbers, such as the following examples \[a z] it denotes a single small case letter between "a" to "z" \[a z] it denotes a single capital case letter between "a" to "z" \[1 9] it denotes a single number between "1" to "9 " \[a c] it denotes a single small case letter between "a" to "c" \[d f] it denotes a single small case letter between "d" to "f" instead of the range, the ameyo user can provide a constant value such as "abc", "fii", "2020", or "2021" the following table illustrates some sample regular expressions sample regular expression sample valid value 1 sample valid value 2 \[a z]\[a z]\[a z]\[1 9]\[1 9]\[1 9] abc123 xyz345 ifc\[a d]\[n p]\[1 9]\[1 9]\[1 9] ifcan123 ifcep789 after entering the regular expression, the ameyo user can provide a sample value in "test a string" text field and click on forward arrow icon to test whether the provided test value is valid or not example 1 the test value in the following case is valid as per the provided regular expression example 2 the test value in the following case is invalid as per the provided regular expression example 3 the test value in the following case is invalid as per the provided regular expression select other options as per requirement refer to this user manual link for details click "submit" to create a regex type custom field if the agent tries to enter the wrong regex, then the agent will receive an inline error for the regex field if the provided value does not match the defined pattern the validation for regex type custom field will be available in app framework, rule engine, and api also if a rule is created for a regex field already, but that regex field is modified, then that rule may not work customer distribution rules the administrator can upload the customer data at process level following are the features of the customer data upload at process level step process flow definition now, the customer data will now be uploaded and distributed at the process level itself, instead of the system level ameyo refresh table and customer prospect table each process will have its unique and separate ameyo refresh table, which will be named as "ameyo refresh table \<process id>" (here, process id is the id of the process ) also, each process will have its unique and separate customer prospect table, which will named as "customer prosect \<process id>" (here, process id is the id of the process) after upgrading the build to ameyo 4 7, the default ameyo refresh table and the default customer prospect tables for every process will be created if there are 5 processes, then 5 ameyo refresh tables and 5 customer prospect tables will be created as per the above mentioned naming conventions customer data upload customer data sill will be captured from different sources such as staging database architecture, api, files placed at ftp, or by uploading the data manually through csv file however, the backend configuration have to be done to instruct the ameyo system that which data should be inserted in which "ameyo refresh table \<process id>" table please refer to the following document to know more about the same transferring data from ameyo refresh table to customer prospect table from "ameyo refresh table \<process id>" table of a process, the data will be transferred to the customer prospect table, that is "customer prospect \<process id>", of that process mapping the columns the user still have to map the columns of "ameyo refresh table \<prospect>" table of a process with the columns of "customer prospect \<process id>" of the same process in "csutomer prospect column mapping" table however, now the user have to specify the id of the data table of that process of which ameyo refresh table and customer prospect table have to be matched please refer to the following document to know more about the same document on ameyo preprocessor http //oldsites ameyo net/view/engineering/home/certificationknowledgebase/forward feed and data allocation testing html creating the rules "customer segregation" rule tab from "system" → "system configuration" → "rule engine" has been removed a new tab "customer distribution rules" has been added in "process settings" a new "customer distribution rules" tab will be created for all existing and new processes in the ameyo system now, the administrator have to create the customer distribution rules at the process level to use the data available in "customer prospect \<process id> of a process applicability of the rules on customer data the created rules will be applied in runtime, that is, as soon as the "customer prospect \<process id>" table has some customer data, the rules will be applied and moving the matched data from "customer prospect \<process id>" table to the table definition of that process after applying the rule, the data will be moved to the data table definition of the process and will be deleted from "customer prospect \<process id>" table action if no data is matched for the applied rules if any customer data does not match any "customer distribution" rule, then it will remain idle in the "customer prospect \<process id>" table and will not be used in any operation of the ameyo system the user can use the options on user interface such as "export" or "export and extract" to download the data from the customer prospect table of a process after downloading the data, the user can access it and analyze what new rules can be created in "customer distribution rules" tab to use this data summary in nutshell, the customer data is now uploaded and managed at the process level each process has its unique "ameyo refresh table \<process id>" table and "customer prospect \<process id>" table in addition to transferring the data to these tables from the linked sources, the user can also upload the data to these tables the rules will also be created and applied at the process level the user can also download the data from customer prospect table of any process the complete page is divided into two following sections right section the right section provides the administrator with options to upload customers via csv, export customer data to a csv file, or perform both export and removal of customer data from the system it includes the following options upload customers click this button to import a list of customers from a csv file into the ameyo system it is recommended to use the following naming convention for csv files \<process name> \<timestampofexport> csv ensure that the column headers in the csv file match the table definition fields of the selected process if the headers in the csv differ from the table definition, use the provide header mapping option during upload to upload customer data from a csv file click upload customers a pop up window appears for you to select and upload the required csv file select the location where the csv file is stored select the csv file and click "open" it opens the csv file and displays the following pop up here, you can select the following options update duplicate records by default, the ameyo system will not upload those records of customer data which are already uploaded in the ameyo system you can check this option to update the already existing customer record with the latest data being uploaded example if a customer already exists at the process level with the following attributes twitter timezone facebook phone2 name phone3 phone4 phone5 email phone1 additional column john asia/kolkata john\@domain com 123456789 john john\@domain com 1234567891 na now, an administrator is uploading the following data, in which the phone2 column contains the different value and phone3 contains the new value twitter timezone facebook phone2 name phone3 phone4 phone5 email phone1 additional column john asia/kolkata john\@domain com 146797979 john 123479789 john\@domain com 1234567891 na now, if the administrator have selected "update duplicate records", then the ameyo system will merge the changed values and add the new values in the existing customer record that would like the following data twitter timezone facebook phone2 name phone3 phone4 phone5 email phone1 additional column john asia/kolkata john\@domain com 146797979 john 123479789 john\@domain com 1234567891 na provide header mapping use this option if the name of any column header of the csv file is different from the name of table definition fields (of the process) with this checkbox, you can map the column headers of csv file, having different name, to the table definition fields select this checkbox to show the options to map the csv column headers to the table definition fields the labels are column headers of csv files whereas the table definition fields are the values of drop down menus if all column headers of the csv file has the same name as that of table definition fields, then the administrator can skip this option ameyo preprocessor will validate the data during the upload process it can skip uploading some data and throw errors for any invalid data export click this button to download the already uploaded customer data and save it in csv file format on the disk export and extract click this button to download the already uploaded customer data, save it in csv file format on the disk, and remove the downloaded customer data from the ameyo system permanently 2 create a new rule it lets the administrator to create the new rules for the customer's data perform the following steps to create the new rule click "new rule" button the following page is opened provide the name of the rule in "rule name" column, through which you want to create the rule enter the description of the rule in "rule description" textbox click on the "conditions" tab to provide the conditions select any of the following types of the condition from the drop down list twitter timezone facebook phone2 name phone3 phone4 phone5 email phone1 after selecting the condition, you have to select any of the following operators in "operator" drop down menu < = != > provide the value in the rhs section which satisfies for the given condition the administrator can provide multiple conditions for the single rule click "add new condition" button to provide multiple conditions e action after providing the condition, now provide the action which will perform when the condition satisfies select the type of the action from the drop down list of "types" the actions available to select are "new," and "upload" new the "new" action creates the new entry according to the condition given above upload the action "upload" performs the following actions create the new customer if the customer matching the rule does not exist it will update the customer records that are already available for distribution update the customer record that is already available for distribution update and migrate the customer record that is already available in a lead other than specified in the rule select the campaign on which you want to upload the customer details, from the drop down list of "campaigns" select the lead on which you want to upload the data, from the "lead" drop down section f after providing all the information, click "save" button to create a new rule clicking save button redirects you to the main page of the customer rule edit the customer distribution rule the administrator can edit the created rule as well click on toggle icon present in the actions column of the rule the same page is opened as opened at the creation time of the rule the administrator can change all the information of the rule click "save" button after editing the rule delete the customer distribution rule the administrator can also delete the customer distribution rules select the rule which you want to delete and click on delete icon present in the actions column of the rule a confirmation pop up is arised click "yes" button to delete the rule, else click "no" if you want to delete multiple rules, then select all the rules and click "delete" button to delete all the rules at one click if the rule is deleted, then it can not be retrieved in any manner disable the customer distribution rule the administrator can disable the enabled rule perform the following steps to disable the rule select the rule, which you want to disable toggle the button switch present in the status column of the rule to disable the rule enable the customer distribution rule the administrator can enable the disabled rule perform the following steps to enable the rule click "view disabled rules" checkbox to see the list of the disabled rules select the rule, which you want to enable toggle the switch present in the status column of the rule to enable the rule pace state in process settings overview state tab in process settings (licensable) the states and rules tabs in process settings are designed to integrate pace (proactive connect enhancer) with the ameyo system pace acts as a customer provider, and together with ameyo’s predictive dialer, it forms the complete pace solution pace maintains the customer cache from which the dialer picks records for outbound calls pace is used when customer behavior patterns are known in advance based on this behavior analysis, specific rules can be created to optimize call strategies and improve overall productivity business use cases 1\ connected success or connected fail division for a contact center where a connected call represents a sale, some calls may result in dispositions such as failed, amd, or provider failure when pace is active, the system can be configured not to redial such numbers frequently—or at all—based on predefined rules this prevents unnecessary retries, saving bandwidth and improving efficiency conversely, if required, connected numbers can be prioritized for dialing again 2\ division based on collection process in collection or sales workflows, customers move through defined stages such as “sale converted,” “payment done,” or “procure to pay ” each stage corresponds to a dialing strategy that helps achieve the business objective these stages can be represented as states within pace, and transitions between them occur as rules execute 3\ division based on call timing if customers typically do not answer in the morning (e g , while commuting), this data can be used to reschedule calls for more effective times for example if (system disposition='no answer' or system disposition='provider temp failure') then callaroundtime='05 00 00' and notcallbefore='04 00 00' this enables smarter redial strategies using knowledge of customer availability patterns states in pace, customers are grouped into states , and each state can be assigned a specific dialing percentage the dialer distributes calls based on these percentages to enable pace in ameyo, three default states must be created freshnumber – represents newly uploaded contact numbers catnumber – represents numbers with a defined call around time (cat), such as preferred contact hours ns – represents numbers without a defined call around time to activate pace, ensure that “pace based customer provider” is selected in the settings of a parallel predictive campaign "state" tab in process settings allows you to create the states and assign the dialing percentage to each state add a state to create a new state click add in the state tab in the pop up window, enter the state name specify the dialing percentage for the state ensure the total percentage across all states does not exceed 100 create multiple states as needed, distributing up to 100% among them default states you must have to create the following three default states to enable the pace even if you assign zero to very less dialing percentage to them freshnumber it is a group of fresh numbers catnumber it is a group of numbers for which cat (call around time) is set call around time is the preferred time duration (such as during office hours 10 am to 7 pm) of a customer to contact for any communication ns it is a group of numbers for which cat (call around time) is not set modify a state to modify an existing state select the state from the list to display its details in the right section update the state name or state percentage as required make sure that total percentage in all states should not exceed 100% click apply to save the changes, or refresh to discard them delete a state the deleted state cannot be restored if a state is being used in pace and predictive dialling, then the deletion of that state will impact the functioning of pace and predictive dialing to delete a state select the state you wish to remove click the delete icon review the warning message displayed click yes to confirm and permanently delete the state pace rule in process settings overview rule tab for pace in system settings (licensable) rule tab in system settings allows the administrator to create the rule for the pace add a pace rule perform the following steps to add a pace rule click "add" to add a pace rule using the following pop up provide a name for the rule provide the order of execution in numbers (optional)cat time provide the target cat (call around time) in hh\ mm\ ss format the call will be made to the customers only during this time suppose a case where three different pace states such as "state1", "state2", and "state3" have been created after calling, the customer (say c1) is moved to from "state1" to "state2" if the pace rule is applied again on the same customer (c1), then the customer will move from "state2" to "state3" but, if the administrator wants to change the state of the customer (c1) back to "state1" from "state2" or "state3", then the administrator has to create the rule and provide "0" (zero) values in both cat and ncb fields instead of adding zero as value, these fields should remain blank to decrease the unnecessary manual inputs to meet this requirement, the cat and ncb fields in the pace rules have made optional fields instead of being mandatory ( ) symbol with these fields have also been removed if you want to set the time before which no call should be made to the customers, then enter this ncb (not to call before) time in hh\ mm\ ss format except "freshnumber", "catnumber", and "ns", you can select a customized state upon which the rule will be applied provide the target number click "next" to proceed to the next page, which lets you add the rule conditions here, you have to add a condition for the rule in "lhs" drop down menu, select any of the following values system disposition disposition code disposition class last status last disposition last dialed time cat time ncb time connection state campaign id select any of the following operators = <> <= >= provide the corresponding value for any selected "lhs" condition in "rhs" text field click "add" to add the rule you can add multiple rules here to manage them, you can select any of the following options any of the following select this option to run the rule when any of the selected conditions are matched all of the following select this option to run the rule only when all of the selected conditions are matched you can click on delete icon to delete any rule click "next" to go to the next page, where the action can be selected 15 you can select any of the following actions here none select it not to perform any action on the state (group of numbers), which meets the pre selected conditions move to owner's lead select it to move the state (group of numbers) to the owner's lead, which meets the pre selected conditions move to lead select it to move the state (group of numbers) to the lead, which meets the pre selected conditions if selected, it shows a drop down menu that lets you select the lead to which the numbers can be moved click "finish" to create the rule you can create multiple rules by performing these steps modify a pace rule perform the following steps to modify a pace rule select a pace rule which you want to modify, and click "edit" button the information of the selected rule is visible on the same modal which was used to create the rule here, you can change the state name and the state percentage as well delete a pace rule perform the following steps to delete a pace rule select the pace rule click "delete" button present on the top right corner to delete the pace rule it shows the following pop up click "ok" to delete the rule, else click "cancel" to cancel the seletion process customer card in process settings "customer card" tab in process settings allows the administrator to configure the layout of customer cards customer cards appear in search bar when a user search for any customer information default fields by default, there are four fields in the customer card as per the layout, any four fields must remain there you can delete fields other than any four fields of your choice default values for fields the fields in "customer card" tab can have any of the following values if a field is created for a value that value will not be available when you add or edit another field name email facebook phone1 phone2 phone3 phone4 phone5 timezone twitter here, you can perform the following operations add a field by default, only four fields are available perform the following steps to add a new field you can click "add field" link on the top right corner to add a field it shows a new blank field in the end of the list select any field from the drop down menu click the icon to select any icon displayed in the following screenshot select a suitable icon that compliments the field value for example, you can select the "facebook" icon for facebook field, the "twitter" icon for twitter field, email icon for email, and phone icon for the phone number make primary field there can be only one primary field that will be displayed in the header of the customer card you just have to select "make primary field" checkbox for any field to make it primary edit a field you can click edit any field directly by selecting a different value in the drop down or by selecting a different icon you cannot change the icon of the primary field make another field primary to edit the icon of an existing primary field delete a field click on delete icon to delete any field you can click "apply" to apply the modified fields in the customer card, which is displayed on the left side sample customer card following is a screenshot of the modified fields and customer card