Quote & Demo

Evaluation logic

Evaluations Logic: Which processing instructions are shown to the telephone operator and when?

On this page

Evaluations logic is the display of stored data in a specific order and logic. This allows the telephone operator to visually grasp and implement the necessary processing instructions.

Video: Evaluations Logic

In this video, you will learn

  • how tabuni logically stores processing instructions and data,
  • how it ensures that the telephone operator can visually capture all necessary processing instructions,
  • how tabuni deals with individual processing instructions for numerous client employees,
  • how FAQs work in connection with call processing (briefly).

Evaluations Logic: Explained Step by Step

To illustrate, please consider call processing for a client as an example.

The client for whom call processing should take place provides the following processing instructions:

Example 1

  • When calls come in, processing instruction „X“ should be implemented.
  • A conversation note should be made for the call and sent to the email addresses „e1“ and „e2.“
  • If a call occurs outside business hours „Z,“ processing instruction „Y“ should be implemented. A conversation note should be made for the call and sent to the email addresses „e1“ and „e2.“
  • Callers inquiring after business hours should be informed.
  • The call should be answered with the greeting text „M.“
  • If there are sudden current exceptions, the current exception „A“ should be considered in call processing.
The visual capture and evaluation of the processing instruction take at least one minute.

This simple processing instruction is less than 100 words, or to put it differently: less than 4 text messages to write down the processing instructions.

To read the processing instruction, you need about 30 seconds. About another 30 seconds will be needed to categorize all processing instructions into the specific situation in the case of a call.

The Problem

You cannot let the call ring for so long until you have read and understood all processing instructions (theoretically, there could be more processing instructions than in the example above).

The Solution

As a solution, you answer the call before you have read and understood all processing instructions.

This poses a new problem: your caller expects you to react to him in some form—speak to him.

Try it yourself: if you don’t say anything on the phone for just 10 seconds, your caller will be puzzled and ask if you’re still there.

The Consequence: Stress & Mistakes

Knowing this fact puts the telephone operator under stress. And in most cases, what will telephone operators tend to do in such situations? They say something. Because saying something is somehow better than saying nothing.

But that is often the unwanted, outdated, or incorrect processing instruction, leading to dissatisfaction if repeatedly noted by the client and subsequently to termination.

How Does the tabuni Evaluations Logic Work?

tabuni presents processing instructions to the telephone operator in a logical sequence, ensuring that all necessary processing instructions must be visually captured and observed. This automatically creates a conversation that is natural for the caller.

The processing instructions from the mentioned example 1 would be represented by tabuni as the following algorithm:

  • If the phone rings for the client, show „M.“
    • If the current exception „A“ is present,
      • then show the current exception „A“
      • otherwise show business hours „Z.“
        • If the call occurs during business hours,
          • then show processing instruction „X“
        • otherwise show processing instruction „Y.“
  • When the conversation note is sent, use the distribution list for sending. Vn(e1,e2). <End>
Current exceptions take precedence over other processing instructions.

In example 1, it becomes clear that in the presence of a current exception, it takes precedence over other processing instructions.

Example 1 would be presented to the telephone operator with evaluations logic as follows:

The greeting text is displayed immediately upon call signaling.

 
Im Feld Meldetext wird eingetragen, wie sich der Telefonist bei Annahme eines Telefonats am Telefon melden soll.

If there is a current exception that should be considered in call processing, it is displayed directly after the greeting text.

 

Relevant information can be stored in the „Business Hours“ field. If no data is stored, the field is not displayed.

 
 
Im Feld "Geschäftszeiten" können die Geschäftszeiten eines Unternehmens gespeichert werden, sofern diese Einfluss auf die Anrufbearbeitung haben sollen. Wird in dem Feld nichts gespeichert, wird es in der Anrufbearbeitung nicht angezeigt.

If the call occurs during business hours, processing instruction „X“ is displayed.

 

If the call occurs outside business hours, processing instruction „Y“ is displayed.

 

Works with any number of employees

Whether your client is a one-person business or a global player with several thousand employees, all telephone operators can achieve perfect implementation of telephone service with tabuni’s evaluations logic.

Suppose the client for whom call processing is to be done provides the following additional processing instructions:

Example 2

  • If callers want to speak to Employee 1, processing instruction „MA1-X“ should be implemented. A conversation note should be made for the call and sent to the email address „ma1.“

  • If the call for Employee 1 occurs outside their working hours „AZ1,“ then processing instruction „MA1-Y“ should be implemented. A conversation note should be made for the call and sent to the email address „ma1.“

  • Callers should be informed about the working hours „AZ1“ of Employee 1.

  • If sudden current exceptions occur for Employee 1, the current exception „MA1-A“ should be considered in call processing.

  • Callers should be informed about information „X.“ A conversation note should be made for the call and sent to the email addresses „e1“ and „e2.“

  • If a call occurs outside business hours „Z,“ callers should be informed about information „Y.“ A conversation note should be made for the call and sent to the email addresses „e1“ and „e2.“

  • Callers inquiring after business hours should be informed about this.

  • The call should be answered with the greeting text „M.“

  • If sudden current exceptions occur, the current exception „A“ should be considered in call processing.

The example has only been expanded with processing instructions for one employee. Imagine how many conditions need to be considered when your client provides information for multiple employees.

Different Scopes: Account-wide & Specific Processing Instructions

From the additional processing instructions in Example 2, it is evident that processing instructions can have different scopes. While the processing instructions from Example 1 applied to all calls, this has now changed with the additional processing instructions: In Example 2, the original processing instructions only apply to calls not intended for Employee 1.

We talk about specific and account-wide processing instructions.

Processing instructions for the account apply exactly when no more specific processing instruction applies.

Processing instructions for employees = applies to exactly one employee = more specific processing instruction.

The processing instructions from the mentioned Example 2 would be represented by tabuni for any number of employees as the following algorithm:
  • If the phone rings for the client, show „M“.
    • If the current exception „A“ is present,
      • then show the current exception „A“,
    • otherwise, show the business hours „Z“ AND show „Employees with their own call processing.“
      • If Employees in the Employee list,
        • then choose Employee
          • If the current exception „MAn-A“ is present,
            • then show the current exception „MAn-A“,
          • otherwise, show working hours „AZn“.
            • If the call occurs during working hours „AZn“,
              • then show processing instruction „MAn-X“,
            • otherwise, show processing instruction „MAn-Y“.
          • If the conversation note for Employee n is sent, use the distribution list Vn(man). <End>
      • Otherwise, choose „Standard“.
        • If the call occurs during business hours,
          • then show processing instruction „X“,
        • otherwise, show processing instruction „Y“.
  • If the conversation note is sent, use the distribution list Vn(e1, e2). <End>

The management of departments is technically analogous to employees.

 
This Example 2 would be presented to the telephone operator with evaluations logic as follows: (Account Level)
Im Feld Meldetext wird eingetragen, wie sich der Telefonist bei Annahme eines Telefonats am Telefon melden soll.

The greeting text is displayed immediately upon call signaling.

If there is a current exception that needs to be considered during call processing, it is displayed right after the login text.

Im Feld "Geschäftszeiten" können die Geschäftszeiten eines Unternehmens gespeichert werden, sofern diese Einfluss auf die Anrufbearbeitung haben sollen. Wird in dem Feld nichts gespeichert, wird es in der Anrufbearbeitung nicht angezeigt.

In the „Business Hours“ field, relevant information can be stored. If no data is stored, the field will not be displayed.

As soon as there is one or more employees with their own call processing in an account, these employees are displayed in a list.

By clicking, the call processing of the employee is opened.

 

If there is a current exception in the call processing of the employee, it is displayed directly.

In the „Working Hours“ field, relevant information can be stored. If no data is stored, the field will not be displayed.

If the call occurs during the working hours of the employee, the processing instruction „MAn-X“ is displayed.

If the call occurs outside the working hours of the employee, the processing instruction „MAn-Y“ is displayed.

If the employee for whom the call is made is not in the employee list, it refers to „Standard.“ „Standard“ represents the account-wide processing instructions stored in the call processing of the company.

If the call occurs during business hours, the processing instruction „X“ is displayed.

If the call occurs outside business hours, the processing instruction „Y“ is displayed.

Support hotlines, appointment management, telephone switchboards, and much more.

In Examples 1 & 2, call acceptance always takes place „on behalf of“ another „responsible“ person or organization. This means that the basic principle in Examples 1 & 2 is always to refer the caller to their originally responsible contact person. In practice, this is usually done by promising the caller a callback or by directly connecting the caller to the originally responsible contact person.

With the tabuni telephony service software, you can handle support cases and thus provide support yourself. This means that the telephone operator takes on the role of the original contact person and directly processes the caller’s request. The number of support cases, their scope, and depth are unlimited with tabuni.

 
 
Examplel 3
  • If the caller needs assistance with the issue „H,“ the processing directive „H“ should be implemented. A call note should be created for the call and sent to the email address „h1“.
  • If the caller wishes to speak with Employee1, the processing directive „MA1-X“ should be implemented. A call note should be created for the call and sent to the email address „ma1“.
  • Except for calls for Employee1 outside of his/her working hours „AZ1,“ then the processing directive „MA1-Y“ should be implemented. A call note should be created for the call and sent to the email address „ma1“.
  • Callers should be informed about the working hours „AZ1“ of Employee1. 
  • If there are short-term exceptions for Employee1, the current exception „MA1-A“ should be considered in call processing.
  • Callers should be informed of information „X.“ A call note should be created for the call and sent to the email addresses „e1“ and „e2“.
  • If a call is made outside business hours „Z,“ callers should be informed of information „Y.“ A call note should be created for the call and sent to the email addresses „e1“ and „e2“.
  • Callers inquiring about business hours should be informed about them. 
  • The call should be answered with the greeting text „M“.
  • If there are short-term exceptions, the current exception „A“ should be considered in call processing.

The example has now been expanded to include the processing directive for the issue „H.“

Die Bearbeitungsvorgaben aus dem genannten Beispiel 3 würden von tabuni für beliebig viele unterschiedliche Anliegen als folgender Algorithmus abgebildet werden:
  • If the phone rings for the client, display „M“.
    • If the current exception „A“ is currently in effect,
      • then display the current exception „A“,
    • otherwise display the business hours „Z“.
      • If the call occurs during business hours
      • If the call is made outside business hours,
        • and if FAQs are to be used for call processing,
          • then display FAQs.
  • When the call note is sent, use the distribution list for sending. Vn(e1,e2). <End>

The administration of departments is technically analogous to that of employees.

Example 3 would be presented to the telephone operator with evaluation logic as follows: (Account Level)
Im Feld Meldetext wird eingetragen, wie sich der Telefonist bei Annahme eines Telefonats am Telefon melden soll.

The greeting text is displayed immediately upon call signaling.

If there is a current exception that should be considered in call processing, it is displayed directly after the greeting text.

Im Feld "Geschäftszeiten" können die Geschäftszeiten eines Unternehmens gespeichert werden, sofern diese Einfluss auf die Anrufbearbeitung haben sollen. Wird in dem Feld nichts gespeichert, wird es in der Anrufbearbeitung nicht angezeigt.

In the „Business Hours“ field, relevant information can be stored. If no data is stored, the field is not displayed.

oder

FAQs for call processing can be defined for both options. It is also possible to choose different FAQs for business hours than for times outside business hours.

For example, offering a different support level during the day than at night is possible.

On the FAQ level, any number of concerns and support cases can be represented as a tree structure. The number, scope, and depth of further nesting are not limited.

Through the file manager, images and files needed for various tasks can also be made available.