Page Details: New Schedule

When you are working with an existing schedule, this page is named Edit Schedule and the fields displayed may vary depending on the original schedule options.

General Information (Section One)

Name: Allows you to assign a meaningful name to the schedule for the benefit of other users. Names do not have to be unique, but using the same name for multiple schedules may be confusing.
Description: Allows you to provide additional information about the schedule. This information displays in the Schedule List.
Owner: Allows you to select, from a drop-down list, the person who should be contacted regarding changes to the schedule. The default value of Administrator can be used if no specific owner exists.
Never Expire: Allows you to specify, by selecting the checkbox, that the schedule should remain in effect until it is removed. The default value is cleared.
Start Date and Time: Allows you to set a starting date and time for the schedule if it should only be effective within a specific date range. The default value is 12:00 AM on the current date.
End Date and Time: Allows you to set an ending date and time for the schedule if it should only be effective within a specific date range. The default value is 12:00 AM on the current date.

Schedule Type (Section Two)

Type: Allows you to select the type of schedule from the following choices: Set Number, Percentage, API Initiated, On-Demand, or Agent Percentage. The default value is Percentage. With one exception, the other parameters in this section vary depending on the type selected.
Random Probability: Allows you to type a number between 0 and 100. When a value is entered in this field, inContact WFO automatically assigns its own number between 0 and 100 to each call, and then compares that value with this setting. If the call's number is equal to or less than the Random Probability value, the call is recorded. All schedule types include this setting, and it is recommended for any schedule where less than 100% of calls are recorded.
When random probability is used, the schedule will generally record more calls than are specified in its requirements. However, these calls will be a better representation of calls received throughout the entire period.

Set Number schedule parameters

This type of schedule is used to record a specific number of calls within a defined time period (for example, 500 calls in January or the next 10 calls on a specific extension).

Minutes Between: Allows you to specify a minimum time period between recordings (for example, 15 minutes). The field accepts whole numbers.
Target Calls: Allows you to specify the total number of calls to be recorded under this schedule.
Calls Between: Allows you to specify a minimum number of calls between recordings (for example, 10 calls).
Random Probability: Randomness is applied once the Target Calls number has been reached.

Percentage

This type of schedule is typically set to never expire. The schedule records a specific percentage of calls.

Target Percent: Allows you to specify the percentage of calls to be recorded out of the total number delivered. Setting the value to 100% will record all calls that meet the schedule criteria. Setting the value to less than 100% will record a sampling of calls which can be used for quality assurance or other purposes.
Random Probability: Randomness is applied once the Target Percent of calls has been reached.

API Initiated

This schedule type should only be configured when some or all calls are received from a third-party application via the inContact WFO API. API Initiated schedules let you define different rules for these calls as opposed to calls received through other methods.

Target Percent: Allows you to specify the percentage of calls to be recorded out of the total number delivered. Setting the value to 100% will record all calls that meet the schedule criteria. Setting the value to less than 100% will record a sampling of calls which can be used for quality assurance or other purposes.
Random Probability: Randomness is applied once the Target Percent of calls has been reached.

On-demand

This schedule type should only be configured if your organization uses On-Demand. It will only apply to calls where recording is triggered by the On-Demand Client.

Target Percent: This value is ignored. Recording start/stop is controlled by the On-Demand Client.
Random Probability: This value is ignored. Recording start/stop is controlled by the On-Demand Client.

Agent percentage

This schedule type allows you to type a percentage of calls (1-100) you would like to record for every agent. This percentage will apply to each agent, so if you set the percentage to 50%, then 50% of each agent's calls will be recorded.

Days: Allows you to specify, by select checkboxes, the days of the week this schedule will be in effect.
Target Percent: Allows you to specify the percentage of calls to be recorded out of the total number delivered. Setting the value to 100% will record all calls that meet the schedule criteria. Setting the value to less than 100% will record a sampling of calls which can be used for quality assurance or other purposes.
Random Probability: Randomness is applied once the Target Percent of calls has been reached.

Recording Parameters (Sections Three-Five)

Direction: Allows you to limit recording under this schedule to inbound calls, outbound calls, or both. The default value is both. This information is not available for all integrations.
Priority: While not required, this setting is highly recommended if your organization uses multiple schedules. You can give schedules a priority rating from 1 (lowest) to 100 (highest). When a call is delivered that matches multiple schedules, the schedule with the highest priority is used. If all matching schedules have equal priority, then the schedule with the oldest creation date is used. The default value is 50. For examples of how priority can affect recording, see Recording Schedules Overview.
Min Record Length (Sec): Specifies the minimum length, in seconds, that a call must last in order to match the schedule. You can use this setting to avoid recording hang-ups. Calls not reaching the value in this field will not be recorded even if the Target Call percentage is 100%. The default value is 10.
Max Record Length (Sec): Specifies the maximum length, in seconds, that a call can last in order to match the schedule. Longer calls require more disk space, so some organizations prefer to cap the recording length to prevent long calls from depleting system resources. The default value is 6000 (100 minutes).
Screen capture wrap length (sec): Specifies the length of time an agent's screen should continue recording after the associated call has ended. This allows you to capture the agent's wrap time (that is, after call work). The default value is 0. This setting applies only if your organization uses inContact Screen Recording.
Stop screen capture wrap on call start: Works in conjunction with the previous setting. When agent is in wrap time, you can specify whether screen recording should stop when a new call is detected. If set to Yes, a new call or chat will trigger the end of the current capture and initiate a new one, even if the Screen capture wrap length value has not yet been reached. The default value is No. This setting applies only if your organization uses inContact Screen Recording.
Max Record Silence (sec): Specifies the maximum length of time for silence in a call before recording is automatically stopped. The default value is 600 (10 minutes).
Retention Days: Specifies the number of days for calls recorded under this schedule to be saved before the first archive action is implemented. The default value is 365.
Archive Action: Allows you to select, from a drop-down list, one of the available archive actions or file retention actions in your system. The default value is different depending on your deployment model. Premises deployments default to Purge, which means the system will purge records when they reach the specified number of retention days. Hybrid deployments default to Default, which purges all records and their metadata at 365 days. For related information, see Premises Archiving Overview for Premises deployments or Hybrid File Retention Overview for Hybrid deployments.
Audio Capture: Specifies that audio (voice) should be captured and recorded. The default value is Yes.
Screen Capture: Specifies that agent desktop activity should be captured and recorded for the associated call. The default value is No. This setting applies only if your organization uses inContact Screen Recording.
Speech Analytics: Specifies that the audio recording should be processed by speech analytics. The default value is Yes. This setting applies only if your organization uses inContact Speech Analytics. This setting is only one of the items that must be configured for speech analytics.
Disk Location: Specifies the location (UNC path or local disk) to which recorded audio and video files for this schedule will be written. The default value is C:\recordings. For Hybrid deployments, this field should never be changed.
Blackout remote audio: Allows blackouts to be applied only to the external portion of a call. For example, organizations in states that require two-party notification can use this setting to record the agent for compliance purposes, but not record the customer. This setting is not currently supported in Hybrid inContact Workforce Optimization.
Comparison: Defines how criteria are applied in determining whether a call should be recorded under this schedule. It works in conjunction with the settings in the Schedule Requirements section. The AND and OR settings let you define schedule requirements using simple business rules. Select AND if the call must meet all of the Schedule Requirements to be recorded. Select OR if the call must meet only one of the Schedule Requirements to be recorded. Select Expression to engage advanced business logic using a free-form expression. The default value is AND.

Schedule Requirements: Simple

You can create simple schedules by matching up to five variables as Schedule Requirements to determine whether the call should be recorded. These settings work together with the Comparison setting discussed previously. If no schedule requirements are entered and the Comparison value is AND or OR, the schedule can apply to all calls depending on other factors.

Value Type

Specifies the type of value for comparison. Select one of these value types from a drop-down list:

DeviceID — Physical device on which the call was taken
Agent ID — Agent login or phone number
Group — ACD/PBX group. This value must exactly match whatever is passed by the ACD in order to work as a scheduling parameter. For example, if the ACD passes a value of “30” for one of its groups, then you should use Value Type=Group, Comparison=Equals, and Value=30.
ACD Gate — May also be called VDN, Queue, Application, and so forth, depending on your PBX
Number Called — Number on which the call came in or which the agent dialed (that is, DNIS)
CallerID — Number provided for the calling party by your ACD/PBX
User1 - User 15 — These are the fifteen (15) fields that contain data relevant to your organization. For further information see Page Details: Terminology Settings.

Comparison

Allows you to specify additional information about the comparison value. Select one of these comparison operators from a drop-down list:

Equals
Less than (<)
Greater than (>)
Not Equal To
Starts With
Ends With
Contains
Does Not Contain

Value

Allows you to type a value to complete the schedule requirement statement.

Case Sensitive

Allows you to specify whether or not non-numeric values should be considered case sensitive.

Schedule Requirements: Advanced

When Comparison is set to Expression, you can type a free-form expression (64,000 characters max) for more complicated decision-making. In this scenario, you must type an expression or no calls will record.

Schedule expressions can be created using standard conditional and Boolean operators, and multiple parameters can be combined in the same expression. The following table identifies the operators supported in schedule expressions.

Operator	Operation
==	Equal to
!=	Not equal to
>	Greater than
<	Less than
>=	Greater than or equal to
<=	Less than or equal to
&&	Boolean AND
\|\|	Boolean OR

Single (') or double (") quotes can be used to set off strings within expressions. Parentheses () can be used to create groups or show precedence within expressions.

Variables in schedule expressions use the database field name, which can differ from the field label in the inContact WFO Web Portal. The field accepts the following variables, but not all variables are available with every integration:

DeviceID — Voice port or extension that receives or places the call
Devicealias — ACD number for the agent who receives or places the call
Group — ACD/PBX group; value must exactly match whatever is passed by the ACD
Gate — For inbound-routed ACD calls, this is the ACD queue or skill to which the call was delivered
ANI — Calling party for the call (that is, CallerID)
DNIS — Called party for the call
User1 - User15 — The fifteen (15) fields that contain data relevant to your organization. For more information see Page Details: Terminology Settings.
callID — Call ID assigned by the PBX/ACD to identify the call
calldirection — Possible values: inbound or outbound
callinstancedescriminator — Internal variable assigned to the call by the inContact WFO system for tracking purposes
initiatedby — Identifies how the recording was started. Possible values: cti, agent, supervisor, api, timed, apichat, agentchat.
agentingroup — Sets a parameter based on whether an agent is in an inContact Group. Possible values depend on the inContact Groups in your system. For example, if you wanted to record agents who are in the Legends group, and that group ident is 49, then your expression would be agentingroup(49). For information on viewing inContact Group identifiers, see Page Details: inContact Groups.
agentnotingroup — Sets a parameter based on whether an agent is not in an inContact Group. Possible values depend on the inContact Groups in your system. For example, if you wanted to record agents who are not in the Legends group, and that group ident is 49, then your expression would be agentnotingroup(49). For information on viewing inContact Group identifiers, see Page Details: inContact Groups.
phoneingroup — Sets a parameter based on whether an agent is in an inContact Group based on the phone(s) associated with that agent. Possible values depend on the inContact Groups in your system. For example, say you want to record agents who are in the Legends group, and that group ident is 49. However, some agents in the Legends group also handle calls for a different group, and have a different phone associated with their accounts for those calls. In that case, using the expression phoneingroup(49) would record calls the agents handle for the Legends group, but not calls for the other group. For information on viewing inContact Group identifiers, see Page Details: inContact Groups.
phonenotingroup — Sets a parameter based on whether an agent is not in an inContact Group based on the phone(s) associated with that agent. Possible values depend on the inContact Groups in your system. For example, say you do not want to record agents who are in the Legends group, and that group ident is 49. However, some agents in the Legends group also handle calls for a different group, and have a different phone associated with their accounts for those calls. In that case, using the expression phonenotingroup(49) would exclude calls the agents handle for the Legends group, but still record calls handled for the other group. For information on viewing inContact Group identifiers, see Page Details: inContact Groups.
Month — Numeric value for the month. Possible values: 01, 02, 03, 04, 05, 06, 07, 08, 09, 10, 11, 12.
Day — Numeric day of the month. Possible values: 01, 02, 03, 04, 05, 06, 07, 08, 09, 10 - 31.
Year — Four-digit year
Time — Time of day, formatted as 24-hour time, 00:00 to 23:59. When typing data in the Schedule Expression field, put single standard quotes (not "smart" or curly quotes) around time values. For example, for time between 6:00 AM and 7:00 PM, the expression would read: time > '06:00' || time < '19:00'.
Weekday — Possible values: mon, tue, wed, thu, fri, sat, sun
Date — Format as yyyy-mm-dd
Pvalue — A random number from 0 to 99 that can be used for cases where a certain percentage must be met.