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• ORACLE RIGHTNOW DYNAMIC AGENT DESKTOP CLOUD SERVICE - Putting the Dynamite into Dynamic Agent Desktop

  - by Andreea Vaduva

  Untitled Document There’s a mountain of evidence to prove that a great contact centre experience results in happy, profitable and loyal customers. The very best Contact Centres are those with high first contact resolution, customer satisfaction and agent productivity. But how many companies really believe they are the best? And how many believe that they can be? We know that with the right tools, companies can aspire to greatness – and achieve it. Core to this is ensuring their agents have the best tools that give them the right information at the right time, so they can focus on the customer and provide a personalised, professional and efficient service. Today there are multiple channels through which customers can communicate with you; phone, web, chat, social to name a few but regardless of how they communicate, customers expect a seamless, quality experience. Most contact centre agents need to switch between lots of different systems to locate the right information. This hampers their productivity, frustrates both the agent and the customer and increases call handling times. With this in mind, Oracle RightNow has designed and refined a suite of add-ins to optimize the Agent Desktop. Each is designed to simplify and adapt the agent experience for any given situation and unify the customer experience across your media channels. Let’s take a brief look at some of the most useful tools available and see how they make a difference. Contextual Workspaces: The screen where agents do their job. Agents don’t want to be slowed down by busy screens, scrolling through endless tabs or links to find what they’re looking for. They want quick, accurate and easy. Contextual Workspaces are fully configurable and through workspace rules apply if, then, else logic to display only the information the agent needs for the issue at hand . Assigned at the Profile level, different levels of agent, from a novice to the most experienced, get a screen that is relevant to their role and responsibilities and ensures their job is done quickly and efficiently the first time round. Agent Scripting: Sometimes, agents need to deliver difficult or sensitive messages while maximising the opportunity to cross-sell and up-sell. After all, contact centres are now increasingly viewed as revenue generators. Containing sophisticated branching logic, scripting helps agents to capture the right level of information and guides the agent step by step, ensuring no mistakes, inconsistencies or missed opportunities. Guided Assistance: This is typically used to solve common troubleshooting issues, displaying a series of question and answer sets in a decision-tree structure. This means agents avoid having to bookmark favourites or rely on written notes. Agents find particular value in these guides - to quickly craft chat and email responses. What’s more, by publishing guides in answers on support pages customers, can resolve issues themselves, without needing to contact your agents. And b ecause it can also accelerate agent ramp-up time, it ensures that even novice agents can solve customer problems like an expert. Desktop Workflow: Take a step back and look at the full customer interaction of your agents. It probably spans multiple systems and multiple tasks. With Desktop Workflows you control the design workflows that span the full customer interaction from start to finish. As sequences of decisions and actions, workflows are unique in that they can create or modify different records and provide automation behind the scenes. This means your agents can save time and provide better quality of service by having the tools they need and the relevant information as required. And doing this boosts satisfaction among your customers, your agents and you – so win, win, win! I have highlighted above some of the tools which can be used to optimise the desktop; however, this is by no means an exhaustive list. In approaching your design, it’s important to understand why and how your customers contact you in the first place. Once you have this list of “whys” and “hows”, you can design effective policies and procedures to handle each category of problem, and then implement the right agent desktop user interface to support them. This will avoid duplication and wasted effort. Five Top Tips to take away: Start by working out “why” and “how” customers are contacting you. Implement a clean and relevant agent desktop to support your agents. If your workspaces are getting complicated consider using Desktop Workflow to streamline the interaction. Enhance your Knowledgebase with Guides. Agents can access them proactively and can be published on your web pages for customers to help themselves. Script any complex, critical or sensitive interactions to ensure consistency and accuracy. Desktop optimization is an ongoing process so continue to monitor and incorporate feedback from your agents and your customers to keep your Contact Centre successful.   Want to learn more? Having attending the 3-day Oracle RightNow Customer Service Administration class your next step is to attend the Oracle RightNow Customer Portal Design and 2-day Dynamic Agent Desktop Administration class. Here you’ll learn not only how to leverage the Agent Desktop tools but also how to optimise your self-service pages to enhance your customers’ web experience.   Useful resources: Review the Best Practice Guide Review the tune-up guide   About the Author: Angela Chandler joined Oracle University as a Senior Instructor through the RightNow Customer Experience Acquisition. Her other areas of expertise include Business Intelligence and Knowledge Management.  She currently delivers the following Oracle RightNow courses in the classroom and as a Live Virtual Class: RightNow Customer Service Administration (3 days) RightNow Customer Portal Design and Dynamic Agent Desktop Administration (2 days) RightNow Analytics (2 days) Rightnow Chat Cloud Service Administration (2 days)

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• creating objects in list

  - by prince23

  List myList = new List { new Users{ Name="Kumar", Gender="M", Age=75, Parent="All"}, new Users{ Name="Suresh",Gender="M", Age=50, Parent="Kumar"}, new Users{ Name="Bennette", Gender="F",Age=45, Parent="Kumar"}, new Users{ Name="kian", Gender="M",Age=20, Parent="Suresh"}, new Users{ Name="Nathani", Gender="M",Age=15, Parent="Suresh"}, new Users{ Name="Peter", Gender="M",Age=90, Parent="All"}, new Users{ Name="Mica", Age=56, Gender="M",Parent="Peter"}, new Users{ Name="Linderman", Gender="M",Age=51, Parent="Peter"}, new Users{ Name="john", Age=25, Gender="M",Parent="Mica"}, new Users{ Name="tom", Gender="M",Age=21, Parent="Mica"}, new Users{ Name="Ando", Age=64, Gender="M",Parent="All"}, new Users{ Name="Maya", Age=24, Gender="M",Parent="Ando"}, new Users{ Name="Niki Sanders", Gender="F",Age=2, Parent="Maya"}, new Users{ Name="Angela Patrelli", Gender="F",Age=3, Parent="Maya"}, }; now i need to format the data like here i need to check the parent based on the parent i will be creating objects under the parent objects now { Name="Kumar", Gender="M", Age=75, Parent="All" } this is the top level as a property Parent ="all" now under parent object kumar here we again create a new object to store these information under object(kumar who is the parent) new Users{ Name="Suresh",Gender="M", Age=50, Parent="Kumar"}, new Users{ Name="Bennette", Gender="F",Age=45, Parent="Kumar"}, what i need to do here is i need to check the parent based on the parent create further objects under it ex: i need to achive like this. looking for the syntax how i can do it. public class SampleProjectData { public static ObservableCollection<Product> GetSampleData() { DateTime dtS = DateTime.Now; ObservableCollection<Product> teams = new ObservableCollection<Product>(); teams.Add(new Product() { PDName = "Product1", OverallStartTime = dtS, OverallEndTime = dtS + TimeSpan.FromDays(3), }); Project emp = new Project() { PName = "Project1", OverallStartTime = dtS + TimeSpan.FromDays(1), OverallEndTime = dtS + TimeSpan.FromDays(6) }; emp.Tasks.Add(new Task() { StartTime = dtS, EndTime = dtS + TimeSpan.FromDays(2), TaskName = "John's Task 3" }); emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(3), EndTime = dtS + TimeSpan.FromDays(4), TaskName = "John's Task 2" }); teams[0].Projects.Add(emp); emp = new Project() { PName = "Project2", OverallStartTime = dtS + TimeSpan.FromDays(1.5), OverallEndTime = dtS + TimeSpan.FromDays(5.5) }; emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(1), EndTime = dtS + TimeSpan.FromDays(4), TaskName = "Victor's Task" }); teams[0].Projects.Add(emp); emp = new Project() { PName = "Project3", OverallStartTime = dtS + TimeSpan.FromDays(2), OverallEndTime = dtS + TimeSpan.FromDays(5) }; emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(1), EndTime = dtS + TimeSpan.FromDays(4), TaskName = "Jason's Task 1" }); emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(7), EndTime = dtS + TimeSpan.FromDays(9), TaskName = "Jason's Task 2" }); teams[0].Projects.Add(emp); teams.Add(new Product() { PDName = "Product2", OverallStartTime = dtS, OverallEndTime = dtS + TimeSpan.FromDays(3) }); emp = new Project() { PName = "Project4", OverallStartTime = dtS + TimeSpan.FromDays(0.5), OverallEndTime = dtS + TimeSpan.FromDays(3.5) }; emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(1.5), EndTime = dtS + TimeSpan.FromDays(4), TaskName = "Vicky's Task" }); teams[1].Projects.Add(emp); emp = new Project() { PName = "Project5", OverallStartTime = dtS + TimeSpan.FromDays(2), OverallEndTime = dtS + TimeSpan.FromDays(6) }; emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(2.2), EndTime = dtS + TimeSpan.FromDays(3.8), TaskName = "Oleg's Task 1" }); emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(5), EndTime = dtS + TimeSpan.FromDays(6), TaskName = "Oleg's Task 2" }); emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(8), EndTime = dtS + TimeSpan.FromDays(9.6), TaskName = "Oleg's Task 3" }); teams[1].Projects.Add(emp); emp = new Project() { PName = "Project6", OverallStartTime = dtS + TimeSpan.FromDays(2.5), OverallEndTime = dtS + TimeSpan.FromDays(4.5) }; emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(0.8), EndTime = dtS + TimeSpan.FromDays(2), TaskName = "Kim's Task" }); teams[1].Projects.Add(emp); teams.Add(new Product() { PDName = "Product3", OverallStartTime = dtS, OverallEndTime = dtS + TimeSpan.FromDays(3) }); emp = new Project() { PName = "Project7", OverallStartTime = dtS + TimeSpan.FromDays(5), OverallEndTime = dtS + TimeSpan.FromDays(7.5) }; emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(1.5), EndTime = dtS + TimeSpan.FromDays(4), TaskName = "Balaji's Task 1" }); emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(5), EndTime = dtS + TimeSpan.FromDays(8), TaskName = "Balaji's Task 2" }); teams[2].Projects.Add(emp); emp = new Project() { PName = "Project8", OverallStartTime = dtS + TimeSpan.FromDays(3), OverallEndTime = dtS + TimeSpan.FromDays(6.3) }; emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(1.75), EndTime = dtS + TimeSpan.FromDays(2.25), TaskName = "Li's Task" }); teams[2].Projects.Add(emp); emp = new Project() { PName = "Project9", OverallStartTime = dtS + TimeSpan.FromDays(2), OverallEndTime = dtS + TimeSpan.FromDays(6) }; emp.Tasks.Add(new Task() { StartTime = dtS + TimeSpan.FromDays(2), EndTime = dtS + TimeSpan.FromDays(3), TaskName = "Stacy's Task" }); teams[2].Projects.Add(emp); return teams; } } above is an sample data where i am grouping them with static data in the same way i need **to for teh data which is cmg from DB and i need to store them list** all these three data are comig from different services. and i am storing them in a list now i have three tables data Product , Project, Task. all the data are coming from webservies. i have created three list where i am storing the data in list. List<Project>objpro= new List<Project>(); List<Product>objproduct= new List<Product>(); LIst<Task>objTask= new List<Task>(); **now what i need to do is i need to do the mapping between these tables. if you see above. i have object of Product under Product i have added object of Project and then under project object i have added task object.** now from the above data which is stored in the list i need to do the same mapping between class. and group the data. public class Product : INotifyPropertyChanged { public Product() { this.Projects = new ObservableCollection<Project>(); } public string PDName { get; set; } public ObservableCollection<Project> Projects { get; set; } private DateTime _st; public DateTime OverallStartTime { get { return _st; } set { if (this._st != value) { TimeSpan dur = this._et - this._st; this._st = value; this.OnPropertyChanged("OverallStartTime"); this.OverallEndTime = value + dur; } } } private DateTime _et; public DateTime OverallEndTime { get { return _et; } set { if (this._et != value) { this._et = value; this.OnPropertyChanged("OverallEndTime"); } } } #region INotifyPropertyChanged Members protected void OnPropertyChanged(string name) { if (this.PropertyChanged != null) this.PropertyChanged(this, new PropertyChangedEventArgs(name)); } public event PropertyChangedEventHandler PropertyChanged; #endregion } public class Project : INotifyPropertyChanged { public Project() { this.Tasks = new ObservableCollection<Task>(); } public string PName { get; set; } public ObservableCollection<Task> Tasks { get; set; } DateTime _st; public DateTime OverallStartTime { get { return _st; } set { if (this._st != value) { TimeSpan dur = this._et - this._st; this._st = value; this.OnPropertyChanged("OverallStartTime"); this.OverallEndTime = value + dur; } } } DateTime _et; public DateTime OverallEndTime { get { return _et; } set { if (this._et != value) { this._et = value; this.OnPropertyChanged("OverallEndTime"); } } } #region INotifyPropertyChanged Members protected void OnPropertyChanged(string name) { if (this.PropertyChanged != null) this.PropertyChanged(this, new PropertyChangedEventArgs(name)); } public event PropertyChangedEventHandler PropertyChanged; #endregion } public class Task : INotifyPropertyChanged { public string TaskName { get; set; } DateTime _st; public DateTime StartTime { get { return _st; } set { if (this._st != value) { TimeSpan dur = this._et - this._st; this._st = value; this.OnPropertyChanged("StartTime"); this.EndTime = value + dur; } } } private DateTime _et; public DateTime EndTime { get { return _et; } set { if (this._et != value) { this._et = value; this.OnPropertyChanged("EndTime"); } } } #region INotifyPropertyChanged Members protected void OnPropertyChanged(string name) { if (this.PropertyChanged != null) this.PropertyChanged(this, new PropertyChangedEventArgs(name)); } public event PropertyChangedEventHandler PropertyChanged; #endregion } hope my question is clear

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