Welcome to WebHelp Intradiem. Home Page The WebHelp Home Page provides several options for navigation to Webhelp topics.

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1 Welcome to WebHelp Intradiem Welcome to Intradiem TM WebHelp. This is the online help. View or download the User Guide in PDF format. View or download job aids in Word format. Home Page The WebHelp Home Page provides several options for navigation to Webhelp topics. To return to the Home Page from any topic in WebHelp, click the Intradiem icon at the top of any page. Navigating the Contents The WebHelp content 1 is displayed in the top navigation menu when you open Intradiem WebHelp. Hover over a topic to display and select subtopics. Quick Demo Expand / Collapse topics 1 A course or course group that can be assigned for a user to take during a session Intradiem Page 3 of 1658

2 Click the Expand / Collapse icon at the top or bottom of each topic to view more or less detail on your display. When topics are collapsed, click to expand. When topics are expanded, click to collapse. Click Expand to expand topics on a page. Expandable topics are indicated by a plus sign. Expanded topics are indicated by a minus sign. Click Collapse to collapse topics on a page. Topic Navigation Topic Navigation: The plus sign next to a topic heading indicates that more information is available for display. Additional information might include more detail about a topic, or an image related to the topic. To expand the topic to display additional information, click the topic heading. Click the topic heading again to collapse the topic. images Most images are displayed as thumbnails. A thumbnail is indicated when your mouse pointer shape changes when you hover over the image. For an enlarged view of a thumbnail image, click the thumbnail image with your mouse. To return to the thumbnail image, click the enlarged image. Only one image can be enlarged at a time. If a selected image cannot be enlarged, you might already have an image enlarged in the topic being viewed. glossary terms Glossary terms in topics are highlighted in green text. To display the definition of a glossary term, hover over the highlighted term. If the same term is repeated within a topic, it is highlighted as a glossary term only on the first occurrence in that topic. Searching WebHelp The Search field is displayed at the top of every page of the WebHelp. To search WebHelp: 1. Enter key words in the Search field. 2. Optionally select a search filter to narrow your results Intradiem Page 4 of 1658

3 3. Press Enter or click Search. The search engine looks through every topic and glossary terms in the WebHelp. Search results are displayed in a list of topics with short descriptions. Click a result topic to view detail. Search results are ranked, based on the best match for your search term. If you selected a search filter, only results matching your key words and the selected filter are displayed. Translating WebHelp To view the WebHelp in another language: 1. Click Translate This Page at the bottom of a topic page to expand the translate paragraph. 2. Click the arrow next to Select Language. 3. Click to select the preferred language. The page content is displayed in the selected language. To return to the original English display, click Show original at the top of the display. If a page does not display translated text, refresh the page - either click the Refresh icon browser, or press F5. in your This is a machine-generated translation that will work in most browsers, but might not work as expected in IE9 and later. To suggest a better translation, hover your mouse over the text, and click Contribute a Better Translation Intradiem Page 5 of 1658

4 Submitting Language Suggestions When viewing a translated page, you can suggest a better translation. To suggest a change to a translated word or phrase: 1. Hover your mouse over the translated text. The phrase or sentence is highlighted and a tool tip window displays the original text. 2. Click Contribute a Better Translation. The original English and translated text are displayed. 3. To view a list of alternative translations, click the translated word or phrase, and make a selection from the displayed list. To enter a suggested translation, double-click the translated word or phrase, and enter your changes in the displayed field. 4. Click Contribute. Your suggestion is sent to the Intradiem WebHelp Development team. If the suggestion is accepted 1, it will be published in a future WebHelp release. Glossary Terms In a topic, the first occurrence of a glossary term is highlighted in green text. Hover over the highlighted term to view the definition. Glossary terms are also included in search results. Images Sample screen images are included throughout the WebHelp. These images and the data included in them are samples only; the data is not representative of any organization. The images are intended to be representative of screens displayed in the application; the actual display in the application might vary from the sample images. Images in the WebHelp are minimized. To enlarge the image, click on the minimized view. To close the enlarged view, click on the image again. Feedback You can provide feedback about the WebHelp, or specific topics in the WebHelp. To send feedback, click Submit Feedback at the bottom of any topic page. When you click the link, a new is opened in your default program. The subject line is completed with the name of the topic from which you selected the link. Complete the with your feedback and click send - the will be delivered to the WebHelp Development Team. Last Updated: Wednesday, October 04, The agent accepted and completed an Intradiem session during the scheduled/delivered time Intradiem Page 6 of 1658

5 Copyright 2017, Intradiem, Inc Intradiem Page 7 of 1658

6 Intradiem Overview The topics in this section provide overviews about some Intradiem features and system requirements Intradiem Page 8 of 1658

7 Desktop Package Install and Requirements This topic provides an overview of the implementation of Intradiem Active X version 9.5 and its requirements. This component is part of a hosted solution by Intradiem. Visual Basic (VB) Script The VB script is used to auto-launch Intradiem during Windows start up so that users are automatically logged into the application. The user 1 must be in the application at all times to receive Dynamic Session offers. The VB Script is intended to launch the Intradiem Console under the following circumstances: In an isolated instance of Internet Explorer. This protects that instance from other web based applications that are launched. Using the Command Line so that the noframemerge, nosessionmerging, and startmediumtab options are included. With the required TabProcGrowth registry settings in place. With a shell Internet Explorer instance launching prior to the start of the Intradiem Console. This secondary window will remain open and can be used for any other web application launches. The script supports 64-Bit Operating System environments. This VB script is labeled StartIntradiem.vbs, and should be placed in the startup script to be executed when the user logs into their workstation or in the Startup Folder. Active X The purpose of the Active X included in the Intradiem Desktop Package is to communicate event 2 information between the user and the hosted web server. The Active X is installed using the KnowlagentKACommControl.msi package. This package needs to be installed on each workstation that will be using Intradiem. Should be installed for everyone on the machine, not simply the local account. Intradiem Icon There is an icon file named Intradiem.ico which can be used to launch Intradiem from the Desktop or Start Menu. The icon should be pointed to the VB Script. This allows users to re-launch Intradiem if they close the console for any reason throughout their day. Recommended IE Settings Standard Users of the Agent / Admin Console 1 A person authorized by a login and password to access the IntraDiem application. 2 A real-time notification from a provider that a defined change has occurred in the system. Events are defined in Delivery - Add Rule. An event can also be a scheduled occurence - for example, check for call duration every 90 seconds Intradiem Page 9 of 1658

8 Pop-Up Blocker turned OFF or Disabled for the Intradiem domain Toolbars Disabled Compatibility mode turned OFF for IE 8 and 9, 10 and 11 Disable Internet Explorer's Protected Mode: Select Tools > Internet Options > Security Highlight Trusted Sites Uncheck "Enable Protected Mode" Add the Intradiem domain to your browser's Trusted Sites: Select Tools > Internet Options > Security Highlight Trusted Sites Click the Sites button Enter *.Intradiem.com For users who access reports, also add *.knowlagentondemand.com Click Add then Close Allow previously unused ActiveX controls to run without prompt. Select Tools > Internet Options > Security Highlight Trusted Sites Click Custom level Scroll down to the ActiveX Controls and Plug-ins section Enable "Allow previously unused ActiveX controls to run without prompt Check for Newer Versions of Stored pages Select Tools > Internet Options > Browsing History Click the Settings button Select "Every time I visit the webpage Disable Reusing Windows for Launching Shortcuts Select Tools > Internet Options > Advanced Scroll down to the Browsing section Disable Reuse windows for launching shortcuts Allow Script Initiated Windows Select Tools > Internet Options > Security Highlight Trusted Sites Click Custom level 2017 Intradiem Page 10 of 1658

9 Scroll down to the Miscellaneous section Enable Allow script-initiated windows without size or position constraints For Users Who Export Excel Data Follow the above recommended settings and add the following: Enable Automatic Prompting for File Downloads Select Tools > Internet Options > Security Highlight Trusted Sites Click Custom level Scroll down to the Downloads section Enable Automatic Prompting for File Downloads Comparison of Linux / Firefox with Windows / IE Client Behavior 2017 Intradiem Page 11 of 1658

10 Functionality Windows / IE Linux / Firefox Explanation for Difference Modality of Session Prompts Start Prompt All Session Prompts, with the exception of a prompt for a SCORM assignment are modal. This means that the prompt must be interacted with before accessing the browser or any open applications. Agent user cannot click on the console browser window until he has responded to the start prompt. If he accepts the prompt, then the assignment is launched. If he declines the course 2 (if the option is available), and then opens the console anyway, the server will eventually count the session 3 as accepted 4. User is logged into the new client, but not the Agent Console. From client control, user 1 chooses Open Console to get to Agent Console. The agent CAN click on the console browser window even if he has not responded to the start prompt. Because this will put him in an ACTIVE state, the server will ultimately mark that session as Accepted and track the time. The behavior if the agent declines the session is identical to the Windows / IE behavior described. The Active X runs within the same process space as the web browser which causes the web browser window to be affected by Active X modal windows. The new Linux client is a separate process from the web browser so windows displayed modally by the new Linux client do not affect web browser windows. 1 A person authorized by a login and password to access the IntraDiem application. 2 Content that is assigned for a user to take during a session. 3 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 4 The agent accepted and completed an Intradiem session during the scheduled/delivered time Intradiem Page 12 of 1658

11 Functionality Windows / IE Linux / Firefox Explanation for Difference Interrupt Prompt When the ActiveX client app receives an interrupt prompt, it minimizes the Agent Console browser window, closes the assignment, and displays the interrupt prompt. The agent is not able to use the console browser window until he has clicked OK on the interrupt prompt. If the agent reopens the Agent Console window (which was minimized), the interrupt prompt will be displayed again (as long as the queue remains out of compliance), and the agent will be unable to interact with the Agent Console window. When the Linux client gets an interrupt prompt, it also closes the active assignment window and minimizes the console window. However, the prompt does not prevent the user from interacting with the console window (which has been minimized). Once the user interacts with the prompt, if the agent re-opens the console window (which was minimized), the prompt will be displayed again, but the agent will remain able to interact with the console browser window. Agent session interrupt is first in - last out. The agent that has been in session the longest will be interrupted last. Agent session interrupt is first in - last out. The agent that has been in session the longest will be interrupted last Intradiem Page 13 of 1658

12 Functionality Windows / IE Linux / Firefox Explanation for Difference Idle Prompt Other Prompts If the user is in an Active state (in a schedule or dynamic session) and fails to interact with the system (i.e. the computer) for a configurable amount of time, an Idle Prompt will appear and commence a count-down until the console browser window will be minimized. While this prompt is active, the agent will be unable to interact with the Agent Console window, though he may freely interact with other windows. When the count-down is finished, the Agent Console will be minimized. With the Windows / IE client access to the Agent Console is not possible when an Intradiem prompt is present on the desktop. There is one exception if the Start Prompt is for a SCORM assignment, the user will be able to access the Agent Console even when the prompt is present on the desktop. Same as Windows / IE behavior described, except the following: When the countdown on the Idle prompt is active, the agent can still interact with the console browser window. The prompt will count down, and when it reaches the end of the countdown, the Agent console window will be minimized. With the Linux / Firefox client it is always possible to access the Agent Console, regardless of any Intradiem prompt being present on the desktop Intradiem Page 14 of 1658

13 Functionality Windows / IE Linux / Firefox Explanation for Difference Name of Agent Console Window Title Intradiem Application Window The ActiveX changes that name of the window title to whatever is contained in an XML item in the System_ item_value database table. This title is generally a localeappropriate translation of Intradiem Agent Console, but that database entry could be changed to customize this value. Intradiem Application Window The Linux / Firefox client changes that name to a name received in configuration from the server, which is ALWAYS a locale-appropriate translation of Intradiem Agent Console. The name of the Windows console can be changed from the database, but the name of the Linux console window cannot be changed from the database. Not deemed a critical path issue to sync up between the two client applications at this time. Access to Tip of the Day and Question of the Day Agents can access Question of the Day and Tip of the Day from the agent console in the Windows / IE environment. There is no ability to access Question of the Day or Tip of the Day from the agent console in the Linux/Firefox environment. Initial customer use of Linux/Firefox solution did not require Question of the Day or Tip of the Day. Client LoginThe Login ID can contain up to 260 characters. The user navigates in IE to a login webpage, and enters login information, or clicks change my password. If a wrong password is entered, the user gets an error message and if a (configurable) number of incorrect entries are made, the user is locked out for a configurable amount of time. If the agent opts to change his password, the configurable password restrictions are applied. Once the user is successfully logged in, the login window launches the Agent Console window. The user launches the Intradiem Client app, which shows a login dialog presenting the same options as on the IE / Windows login. All options and restrictions are the same. The difference lies in that this is not occurring in a browser. Once the user successfully logs in, the browser will be launched with the Agent Console. The Linux client runs as a native application on the desktop, rather than an ActiveX control linked to a website. As a result, the Linux client cannot be launched from the browser. Instead, the user launches the client application first and then logs in, and the client application launches the browser Intradiem Page 15 of 1658

14 Functionality Windows / IE Linux / Firefox Explanation for Difference Does not currently exist in Linux / Firefox environment. Auto Login Process Logs user into Agent Console via NT Login. This automatically logs user into Active X. Login to the Active X makes the user available to receive a session. Customer creates a short cut to auto launch the Agent Console application upon start up. The Intradiem Client app can be launched from a script or from command line. This command could be included in something like the computer sign-on script. If the command is called without arguments, the dialog appears for manual login as described above. If the command is supplied with a username argument, then the login dialog appears with the username pre-filled. This username argument can be populated using the $USER environment variable, prefilling the agent s computer login username into the Intradiem Client login dialog. The user then enters his / her password to log in. The Login ID can contain up to 260 characters. Because of differences described above in how the Linux client logs in, NT login was not implemented. As the initial customer use case required the user to enter a password anyway, no NT login equivalent was developed Intradiem Page 16 of 1658

15 Functionality Windows / IE Linux / Firefox Explanation for Difference Window Tracking The ActiveX client has methods for tracking windows by title, by process ID, and by internet domain/address. Window s Title tracking for domains only works in and 9.5 versions of the ActiveX. ActiveX Compatible Versions: The Linux/Firefox client app tracks windows exclusively by title. Active/Passive state is determined exclusively by using the Active Window Titles, Passive Window Titles, and Window Titles to Ignore configurable items. The CPC does not use any of the domains configurable items. As described above, the Linux client application is an independent application running natively on the desktop. Unlike an ActiveX control, it is not using shared memory with the browser. This prevents the Linux client application to read the internet domain/address of a browser window Intradiem Page 17 of 1658

16 9.5.6 Prerequisites The following are prerequisites for Tenant RIS 1 to be configured with Install FresSSHd here: /install-SSH-Server-Windows-Server-2008.html this allows schedule files importing Appropriate providers created WFM: Aspect ewfm, IEX, GenesysWFM, etc ACD: Avaya, Cisco, Genesys, etc Config files in the main/sec/ris servers configured correctly with the newly created providers add the provider 2 's instance guid to the appropriate config files Import Courses and Tasks exist There are scripts to create users, assignments, rules, agent schedule files, uploading agent schedule files to remote servers 1 Remote Integration Service 2 an internal or external integration used when defining the triggers and actions for Intradiem Rules 2017 Intradiem Page 18 of 1658

17 What is Dynamic Delivery Intradiem session 1 breaks are automatically delivered right to the agent s desktop, enabling the agent to complete any off-phone activity selected by management. Intradiem integrates with your ACD system to ensure sessions are not delivered when call volume exceeds configured queue thresholds A prompt is delivered to the agent console when it is time to take a session, or when a session is interrupted due to call volume. Intradiem sessions can be re-delivered automatically based on real-time statistics of the call center operations With the Intradiem dynamic delivery process agent knowledge and performance can increase while service levels remain the same. Patented technology monitors the ACD every 15 seconds to identify periods of lower call volume. Idle time for a group is aggregated into usable time for an individual. Intradiem pushes the highest priority activities to agents. Time and money are saved by turning idle time 2 into Active Wait time. * A dynamic session will not be delivered to a user 3 with an Away state. The Away state is determined using the User Away Threshold and the Seconds To Passive Threshold. The user is considered Away after exceeding the sum of UserAwayThreshold and SecondsToPassiveThreshold values. For example: UserAwayThreshold is set to 300 seconds (5 minutes) SecondsToPassiveThreshold is set to 120 seconds (2 minutes) 1 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 2 The time agents spend waiting for calls; not busy with customers on the line or with after-call work. Can be expressed either as a percentage of total time logged or in actual time. On average, agents spend 11% of the day idle. With IntraDiem, idle time is used to deliver shrinkage activities. 3 A person authorized by a login and password to access the IntraDiem application Intradiem Page 19 of 1658

18 If the user is away, with no mouse or keyboard interaction for seven minutes, the user is then considered Away, which results in sessions not being delivered. Additional notes regarding these settings: The user will receive a reminder message when the sum of client Idle Threshold and Not Training Time Threshold has been met. After receiving the reminder prompt, the user has the Seconds Before Passive Threshold Seconds to interact with the prompt. If the user fails to interact with the prompt, the session will end. The session will end after the sum of the these thresholds has been met : Client Idle Threshold + Not Training Time Threshold + Seconds Before Passive Threshold.) This applies only to Activity Types that track time using window titles. After a queue goes back into compliance it can be up to 10 minutes before sessions start being delivered again. Intradiem receives queue data updates every 15 seconds, which determines compliance and if a session should be prevented or interrupted. The dynamic session task 1 runs every 10 minutes. This is what identifies which queues are in compliance and which users are eligible for a delivery. So, depending on whether or not the queue is in compliance when the dynamic session task is run, it could be 15 seconds to 10 minutes before Intradiem determines that sessions can be delivered. There is a 3 minute buffer window between when the session is created and when it is delivered, so in some cases, could be 3 minutes 15 seconds to 13 minutes before a user receives a session. If at any time during those 3 minutes the queue goes out of compliance (we are checking every 15 seconds) the session will be prevented and, therefore, not delivered. Recoverable WFM Dynamic Session Segment Write Backs This feature ensures that all WFM exception write backs that occur due to the completion of a dynamic session 2 are successfully sent and processed to the WFM system in the event 3 of an interruption of service within the Intradiem system or an error received from the WFM system. Interruption of Intradiem Service A mechanism has been added to recover WFM write backs in the event the Remote Integration Server (RIS 4 ) 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 3 A real-time notification from a provider that a defined change has occurred in the system. Events are defined in Delivery - Add Rule. An event can also be a scheduled occurence - for example, check for call duration every 90 seconds. 4 Remote Integration Service 2017 Intradiem Page 20 of 1658

19 services are stopped. If RIS services are stopped, then all the export data present in queue will be stored in a file for recovery. Once the RIS services are started, this file is accessed and loaded back in the queue so that it will be processed and exceptions are exported to the WFM system. Error Received from WFM While exporting dynamic session exceptions, a success or failure communication is received from the third party WFM system. There are two possible reasons for the failure: A processing failure due to some issue with the data, such as: a user 1 is not found, An invalid exception code The start moment is not found These types of issues must be looked into and are not recoverable. There is a failure due to the communication between the RIS and the third party WFM component. This type of issue is recoverable. Recovery file is created based on a configurable set of errors received and an attempt to resend the exceptions is done a configurable number of times. Error handling from the third party WFM system requires an integration approach that leverages an API 2 that receives error messages. Currently this is only in place with Aspect ewfm. All other WFM integrations do not currently provide Intradiem with error handling messages. More about API Integration. 1 A person authorized by a login and password to access the IntraDiem application. 2 An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool Intradiem Page 21 of 1658

20 Service Independence This feature allows all the critical services within Intradiem to be stopped and restarted independently of one another and in any order. Example services include: API 1 ACD service session 2 service rules engine 3 service messaging service More about API Integration. Benefits include: Improved stability of the Intradiem product Minimized interruption time during an unscheduled outage Reduced time needed for planned service windows and upgrades 1 An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool. 2 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 3 The core processing engine of rules Intradiem Page 22 of 1658

21 Off Phone Activities Productivity During Idle Time Businesses utilize Intradiem to optimize operational efficiencies while continually improving skills, knowledge and performance during time the employee would otherwise be sitting idle, creating Active Wait time. Intradiem's productivity platform is designed to improve performance by dynamically delivering activities such as training to employees during idle time 1. Intradiem integrates with any third-party application used by the business center for delivery of tasks. Use your own Learning Management System (LMS) to deliver targeted courses and other activities to individual users or to a group of users. The user 2 receives a prompt to begin the session 3, while Intradiem monitors call volume and service levels to make sure the business center remains in compliance. 1 The time agents spend waiting for calls; not busy with customers on the line or with after-call work. Can be expressed either as a percentage of total time logged or in actual time. On average, agents spend 11% of the day idle. With IntraDiem, idle time is used to deliver shrinkage activities. 2 A person authorized by a login and password to access the IntraDiem application. 3 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules Intradiem Page 23 of 1658

22 Intraday Management Task Indexing and Management Build a library of tasks to be completed in any application. Automatically index tasks from other systems, tag them for certain metrics, and send users directly to their highest priority tasks. Delivery Rules Define Rules, with one or more conditions, such as call volume levels, and an action 1 to take place when those conditions are met. For example: when call volumes are above a defined level, and... staffing is below a defined level... send s to a specific group of users... asking them to start their shift early today. Dynamic Delivery Monitors call volume and service levels to find and defragment idle time 2 to push personalized and prioritized activities to users' desktops. Your business rules determine when and how Intradiem delivers tasks. Reporting and Analytics Find out how much idle time you have been able to utilize and how the time is being used. Get real-time snapshots of activity and performance over time. Easily create and export a wide range of reports, including tracking delivered assignments and assignment completions. Flexible API For Custom Integration. Use flexible API 3 to connect to virtually any other data source for integrated management of users, tasks and assignments. Our open API provides rich functionality, easy integration and rapid implementation so you can get up and running quickly with little downtime. Overview Intradiem s Rules make it possible to take advantage of idle time with tasks that are easy to create, assign, and deliver. Transform idle time into Active Wait while still improving metrics. Take advantage of automated task 4 management to: 1 The result of a rule. When the conditions of a rule's triggers are met, the rule's actions are triggered. 2 The time agents spend waiting for calls; not busy with customers on the line or with after-call work. Can be expressed either as a percentage of total time logged or in actual time. On average, agents spend 11% of the day idle. With IntraDiem, idle time is used to deliver shrinkage activities. 3 An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool. 4 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching Intradiem Page 24 of 1658

23 Provide off-phone work during idle time. Provide users with more training and coaching by using idle time. Deliver an improved experience with more skilled staff. Simple Task Indexing and Management Build a library of tasks to be completed in any application. Automatically index tasks from other systems, tag them for certain metrics, and send users directly to their highest priority tasks. Rules Define Rules, with one or more conditions, such as call volume levels, and up to ten actions to take place when those conditions are met. For example, when call volumes are above a defined level, and staffing is below a defined level, send s to a specific group of users, asking them to start their shift early today. Robust Assignment Engine Deliver simple broadcast assignments or a more sophisticated sequence of tasks to targeted users based on performance. Create automated assignments based on your business rules. Assign back-office activities when call volume is low. Dynamic Delivery Intradiem monitors call volume and service levels to find and defragment idle time to push personalized and prioritized activities to users desktops. Your business rules determine when and how Intradiem delivers tasks. Detailed Reporting and Analytics Find out how much idle time you have been able to utilize and how the time is being used. Get real-time snapshots of activity and performance over time. Easily create and export a wide range of reports, including tracking delivered assignments and assignment completions. Flexible API for Custom Integration Use Intradiem s flexible API to connect to virtually any other data source for integrated management of users, tasks and assignments. Our open API provides rich functionality, easy integration and rapid implementation so you can get up and running quickly with little downtime. More about API Integration Intradiem Page 25 of 1658

24 Frequently Asked Questions How does Intradiem support adult learning principles? Chunking Intradiem incorporates chunking to provide training in the time that is: optimal for the adult attention span and memory retention the optimal time to spend between taking calls. While most learning professionals would like to chunk their training, it is not feasible to pull agents off the phones to take a fifteen minute training session 1 and then send them back to the phones. Intradiem can easily create fifteen minute intervals between calls to push out training without impacting call center service levels. Memory Reinforcement Intradiem recognizes that the average adult learner retains very little information even 30 days after it was learned. Therefore, multiple reinforcement touch points have been built into the solution to reinforce memory recall. Intradiem enables you to quickly create tasks with attachments or links to web sites to reinforce training after the primary content 2 has been delivered. How does Intradiem increase content delivery speed? Automated Delivery Intradiem automates the training delivery process to deliver learning at the optimal time. It is not necessary to work with your workforce manager to schedule training when it can be worked into the schedule. You set up the activity in Intradiem. Intradiem then finds availability for each target agent based on the business rules supplied by workforce management. If these rules determine that service levels are in compliance, Intradiem pushes a learning session prompt directly to one or more agent desktops. Upon receiving the prompt, the agent completes the training that is assigned. By using Intradiem to automate the delivery of training, you dramatically increase your take rates. Automated Rescheduling & Absenteeism If call volume unexpectedly rises and the agent must get back on the phone, Intradiem simply redelivers the learning session the next time that agent is available between calls. Intradiem is aware of who has and has not completed training, so if target agents are absent, upon their return Intradiem will ensure they catch up on training as soon as they are available between calls. By using Intradiem to automate the delivery of training, you dramatically increase your completions. Because Intradiem s content delivery automation is based on actual lulls in call volume, it gets the content in front of agents much more quickly than advance scheduling which is based on predictions of the best time. It is also better equipped to handle unexpected disruptions and absenteeism. This allows you to deliver your training much more rapidly, meeting compliance and deadlines more quickly. How exactly does Intradiem provide agents more time for training? 1 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 2 A course or course group that can be assigned for a user to take during a session Intradiem Page 26 of 1658

25 Agents spend 11% of their time idle, between calls, but idle time 1 occurs on average 2-5 minutes at a time. Intradiem aggregates those times to create longer breaks, typically 15 to 20 minutes, for completion of off-phone activities. Intradiem does this by monitoring key customer-identified automatic call distributor (ACD) 2 metrics in near real time, approximately every 15 seconds, using rules defined by the call center. For example, the system might be configured to allow training if the Average Speed of Answer (ASA) is greater than the defined ASA threshold and the calls waiting is less than the threshold. If these rules determine service levels are in compliance, Intradiem then pushes a prompt directly to one or more agent desktops. Upon receiving this prompt, the agent completes any content that is assigned. When the learning session is complete, the agent is prompted again to resume taking calls. Intradiem continues to monitor service levels during the learning session. Should service levels go out of compliance, Intradiem will interrupt one or more agents so they can return to the phones. Any training time missed is captured and automatically redelivered at a later time using similar rules and parameters as those defined for the initial delivery. What type of results can Learning & Development teams expect? The challenge most learning and development professionals experience in the call center is actually getting learning delivered to the agents, given the commitments to service levels. Intradiem significantly increases volume and velocity of that delivery. Learning and Development teams have seen up to 400 percent increased take rates as compared to manually scheduled sessions. This, combined with the consistency and retention benefits of small segments of e-learning, result in rapid behavioral changes. The learning content you are already developing becomes considerably more effective when delivered by Intradiem. See Intradiem case studies for examples of performance results on metrics such as first call resolution, average handle time and quality. You will get dramatically higher results from the content and activities you are doing today when you use Intradiem for delivery. Does Intradiem replace our Learning Management System? No, if you already have a learning management system (LMS) that meets your needs, Intradiem will act as the delivery vehicle to get agents into the system, completing your content. See the next question to learn how Intradiem differs from a LMS for situations where you use your LMS and Intradiem together. If you don t have a LMS, you can use Intradiem as your call center s LMS. Intradiem can interface with your existing corporate LMS system in two ways. First, Intradiem can launch content housed in your LMS. Second, Intradiem provides completion and test / review performance information back to your LMS if it is used as a central location to house training assignments and completion for your employees. How is Intradiem different from a Learning Management System (LMS)? 1 The time agents spend waiting for calls; not busy with customers on the line or with after-call work. Can be expressed either as a percentage of total time logged or in actual time. On average, agents spend 11% of the day idle. With IntraDiem, idle time is used to deliver shrinkage activities. 2 A specialized phone system used for handling incoming calls. The ACD recognizes and answers an incoming call, looks in its database for call routing instructions, and distributes to groups of agents - also called a queue - based on first-in, first-answered criteria. RightTime integrates with any call center ACD to find and create active wait time Intradiem Page 27 of 1658

26 Intradiem is primarily a delivery vehicle, but the optional console application does have some features that are similar to those of a Learning Management System, with some unique features based on the challenges call centers face in keeping their agents up to date. Content Development If you find multiple hours a month, I'm not sure I can develop that much content with my existing resources. How much is Intradiem going to cost me to create all this content? You shouldn t see an increase in costs or FTEs. Only a portion of this time is typically used to deliver training. Our customers use Intradiem to deliver a variety of off-phone activities. Once they get started, they continue to surprise us with the variety of activities they use the technology to deliver. Much of the activities delivered are communications that agents managers want to ensure don t get lost in their ever-increasing inbox. Many customers use Intradiem to prompt one-on-one meetings between agents and their managers. One customer has agents update passwords periodically. One uses it to deliver breaks. The bottom line is, you don t need to prepare any more content then you currently prepare. Finds time and Pushes to Desktop Intradiem works with specific call center technologies such as the automatic call distributor (ACD) and Workforce Management System (WFM) to find pockets of time between calls that are otherwise idle and leverage such time to deliver training. In addition, Intradiem pushes a learning session directly to the Desktop Experience. LMSs serve more as repositories for content that the user 1 must proactively access and complete. Individually Prioritized List of Content Intradiem creates an individually prioritized list of content for each agent and directs the agent to the next most important assignment when the Learning Session is delivered. This enables the wide variance of agent needs and skill gaps to be addressed in a scalable manner. Demonstrates Impact of Training on Performance Intradiem has the ability to link content to metrics and behaviors, providing the ability to automatically assign tasks to address specific performance gaps. Provides Multiple Reinforcement Touch Points Intradiem enables you to quickly create tasks with attachments or links to web sites to reinforce training after the primary content has been delivered. Ability to Automatically Assign Content Intradiem s patented technology enables the automatic assignment of content to individual agents based on performance against key metrics. For example, if an agent s sales performance is trending down, a content assignment of one or more courses can automatically be made. This provides a scalable way to identify and address the wide variance in knowledge gaps across the agent population. Ability to Target Training by Queue Intradiem has the ability to track specific attributes for agents or groups of agents. Then, specific content assignments can be made to those groups of agents based on these attributes. The best example of this would be to easily make assignments based on queues. Do I have to convert all my content to use Intradiem? 1 A person authorized by a login and password to access the IntraDiem application Intradiem Page 28 of 1658

27 No, Intradiem can simply point to your existing content. Intradiem pushes a learning session prompt directly to one or more agent desktops. This prompt can point to any content you have already created. In fact, some customers point it to in-person activities such as coaching. You can use your content just as you are using it today and just let Intradiem deliver it so that agents take and complete it more quickly. How is content assigned and prioritized? Intradiem creates an individually prioritized list of content for each agent and directs the agent to the next most important assignment when the Learning Session is delivered. This enables the wide variance of agent needs and skill gaps to be addressed in a scalable manner. Intradiem addresses individual performance needs in four ways. Attribute-Based Assignments Intradiem enables content assignments to be made to specific groups of agents who share similar attributes, such as agents just out of new hire training or agents handling calls within a specific queue. Automatic Content Assignment 1 Based on Performance Intradiem enables the automatic assignment of courses to an agent based on performance against key metrics. For example, if an agent receives a certain quality evaluation on a recorded call, an assignment can be made to address areas where the agent needs improvement. Supervisor Assignments Intradiem enables the direct supervisor of the agent to make appropriate content assignments for each specific agent with just a few clicks. Is there a way to dynamically deliver sessions for a particular Activity to some sites while scheduling sessions for this same Activity Type at other sites? It is possible to use the same Activity Type to dynamically deliver sessions at some sites while scheduling sessions at another site. To accomplish this, allocate time for the Activity Type only to certain sites, based on the Skill Attributes setting for the Activity Type. In this example, only users with the Organization -> Claims Operations attribute will be allocated time for this Activity. A user must have time allocated for an Activity Type to receive a dynamic delivery 2 for this Activity. Scheduled sessions will be delivered regardless of whether a user has time for the Activity. 1 A task or task bundle assigned to a user. 2 A session scheduled and delivered with IntraDiem according to configured delivery rules and thresholds. Monitors ACD to find periods of low call volume. Aggregates pockets of wait time across all agents. Delivers fewer, larger blocks of time to some agents to complete tasks in their Activity Queues Intradiem Page 29 of 1658

28 A session must be scheduled at least five minutes in advance of the session to guarantee delivery. What is the simplest way to stop all deliveries? The simplest way is to disable a dynamic sessions task 1 is through the System Configuration menu. Click System Configuration to open the menu. Click Scheduled Processes -> Edit Click Edit next to the task for which you want to stop delivery. 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching Intradiem Page 30 of 1658

29 Remove the check mark next to Enable to disable the task New Features and Enhancements 2017 Intradiem Page 31 of 1658

30 Intradiem Desktop Experience Login Page There have been several small visual changes to the Intradiem Desktop Experience login page. Feature Value These changes help enable further support for Branding and Theming to allow a consistent look and feel across the application. User Interface (UI) changes: The login window has been re-sized to match the rest of the Intradiem Desktop Experience application The Change Password and Login buttons have been moved to the bottom bar of the Login page Replaced the Cancel icon with a Back button on the Change Password page to match the rest of the UI Changes to support the Branding and Theming feature available in the Admin Console: The logo has been relocated to the top left of the login screen Removed the primary color in the header on the Login and Change Password pages To make changes to the Branding and Theming feature in the Admin Console, go to System Configuration > System Profile > Application Configuration > Client Settings > Desktop > Branding and Theming. You can change the logo, system tray icon, and the primary color to use for the button highlight. More information can be found in the "Branding and Theming " on page 616 section of the Intradiem Desktop Experience installation guide. Internal Reference # : INT Requests Menu A Requests menu has been added, allowing users to access, select and submit pre-configured requests through the Intradiem Desktop Experience application, which can then be automatically processed by the Intradiem Rules Engine. Admins can turn this menu option on or off, create a list of pre-configured request options, and create rules to automatically process each type of request Intradiem Page 32 of 1658

31 Feature Value This feature allows users to send pre-configured requests from the Intradiem Desktop Experience application to their manager or supervisor. Configuring This Feature The Requests feature is enabled from the Admin Console: System Configuration > System Profile > Application Configuration > Client Settings > Desktop > Menu. In the Settings screen, check the box to the right of Requests to enable. Click Save to save all your changes. The items in the Requests list are pre-configured and populated from the Requests provider 1 in the Admin Console: Rules > Providers > Intradiem > Requests (select Edit Provider Instance) > Triggers tab. All requests are processed by the Rules Engine and then acted upon according to the corresponding Rule. Internal Reference #: INT an internal or external integration used when defining the triggers and actions for Intradiem Rules 2017 Intradiem Page 33 of 1658

32 Providers Question & Answer Provider Intradiem now provides a Question & Answer Provider in the Intradiem Providers Category that will handle events for Yes/No Question was Asked and Yes/No Question was Answered. Feature Value This feature creates a separate microservice as a way to improve application architecture. Key Features Any existing rules using either event 1 will be automatically migrated as part of the intake of the release. No user 2 action 3 is required for these existing rules to continue to run. Any new rules using these events will use the Question & Answer Provider instead of the Alerts and Notifications Provider. When you choose the event as the trigger 4 you will see the new Question & Answer Provider in the Intradiem category containing these two events. Note - the Ask Yes/No Question action still is found within the Alerts and Notification provider instance 5. This action will be moved into the Question & Answer Provider framework at a later date and time. Internal Reference #: INT Aspect ewfm Provider Integration Using Provider API A new Aspect ewfm Provider integration has been added, leveraging the Intradiem Provider API 6. Using this new version of the provider requires configuring new provider instances on this provider definition. Also, existing rules using triggers, conditions, and actions from the current provider must be updated to reflect this new provider. The Aspect ewfm integration now supports Aspect Version 8.X and leverages Aspect web services for all integration functionality. Consult the "Overview" on page 894 for more details. The integration now leverages the Aspect web services calls for the exception export process when writing back an Intradiem exception code to Aspect ewfm when dynamic and scheduled Intradiem sessions are taken. User cross reference IDs and segment codes are being retrieved via Aspect web services calls. Finally, the Add Segment Action, Modify Segment Action, and Delete Segment Action use the Aspect ewfm web services calls to add, update, or remove segments within the Aspect ewfm system. 1 A real-time notification from a provider that a defined change has occurred in the system. Events are defined in Delivery - Add Rule. An event can also be a scheduled occurence - for example, check for call duration every 90 seconds. 2 A person authorized by a login and password to access the IntraDiem application. 3 The result of a rule. When the conditions of a rule's triggers are met, the rule's actions are triggered. 4 The event or schedule that causes a rule to run. 5 A specific instance of a given provider, along with the configuration information specific to that instance. For example, Intradiem has a single Facebook provider integration, but it enables you to set up multiple instances of the Facebook provider in order to make Posts to multiple Facebook pages that your organization administers. 6 An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool Intradiem Page 34 of 1658

33 Feature Value By leveraging the latest Aspect web services, the integration between Aspect ewfm and Intradiem now uses a single approach to receive information from ewfm and send exceptions back. This includes moving the integration to the Provider API for the following functionality: Base Provider Definition Base RIS 1 Service Schedule Import Session Write Back Cross Reference IDs Retrieval of Segment Codes Segment Codes Resource Data Shift Start Time Resource Data Shift End Time Resource Data Add Segment Action Modify Segment Action Delete Segment Action This also provides a consistent use of Aspect ewfm web services for integration components: Import of agent schedule data Retrieval of user cross reference IDs Write back of exceptions when scheduled or dynamic Intradiem sessions are taken Retrieval of Segment Codes Executing the Add Segment Action Executing the Modify Segment Action Executing the Delete Segment Action Internal Reference #: INT Logout User Action for Cisco ACD Provider A new Action has been added to the legacy Cisco ACD Provider (from Intradiem version upwards) to log an agent out of the ACD system. Feature Value To better manage adherence, customers using the legacy Cisco ACD provider can now build rules that automatically log out agents from the ACD system if the agent should not be logged in. Internal Reference #: INT Remote Integration Service 2017 Intradiem Page 35 of 1658

34 Rules Engine Modify Segment Code Based on Original Duration for Legacy Aspect ewfm Provider Feature Value This enhancement allows customers using the Legacy Aspect ewfm Provider to write rules that move existing segments forward or backward in time while keeping the duration of the segment the same without needing to know the duration of the segment ahead of time. This previously required multiple rules when a single type of code (BREAK, for example) had multiple variations for different segment lengths (such as BREAK5, BREAK10, etc.) This enhancement enables a single rule 1 to handle all of the segment code variations. Additionally, use cases that include moving segments of the same type and code but of varying lengths are now supported. Key Features Added the ability to modify a segment's duration based on the original duration of the segment for the Legacy Aspect ewfm provider. The Duration parameter on the Modify Segment Code 2 action is no longer a text field but rather a drop-down field that includes the following values: Custom: an integer value can be used to specify the duration for the modified segment, which maintains the functionality available in previous versions. Original Duration: the original duration of the segment is used as the duration of the modified segment, meaning that the duration of the segment remains constant. Original Duration Plus: the duration of the modified segment is set to equal the duration of the original duration plus an integer value. Original Duration Minus: the duration of the modified segment is set to equal the duration of the original duration minus an integer value. Note: When ACD events of User Logged In or User Logged Out are used in a rule, the Modify Segment Code > Modify Segment Code Based On parameter is enhanced to show additional options. In these cases, the Original Duration enhancement is only applicable if Modify Segment Code Based On is set to Duration - Absolute. Internal Reference #: INT Action based on events and conditions. When the conditions of a rule are met, the rule's actions take place for users that are defined in the rule. 2 A defined segment of time within a schedule on WFM. Also referred to as Container Code or Open Time Code Intradiem Page 36 of 1658