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CCSF CRM Functionality Matrix

CALL MANAGEMENT
F1
General
F.2
Database Support in Call Management
Softphone Features Pertaining to Queuing, Call Selection and Call
Transfers
F.3
INTERACTION MANAGEMENT
F.4
Inquiry Management - Inquiry Creation Capabilities
F.5
Automatic Customer Data Entry
F.6
Predefined Data Entry Procedures
F.7
User Follow-up and Accountability Tracking
F.8
Data View Capabilities
F.9
Status Change Execution and Review
F.10
Customizing and defining data types or ranges
F.11
Channel Specific Capabilities - Email, Web site, & Fax
F.12
Basic Call Center Agent Interface Features Supporting Services
F.13
Call-Center Service Script
F.14
Customer Service Calendar Management and Scheduling
F.15
Transaction/Department Codes
F.16
Extraordinary Event Tracking
F.17
Forms
INFORMATION MANAGEMENT
F.18
Knowledge-Base Engine
F.19
Data Tracking of Specified Data Within a Database
F.20
Searching Mechanisms
F.21
Sorting Functions
WEB SELF-SERVICE
F.22
Web Self-Service Capabilities
CONTACT CENTER MANAGEMENT
F.23
Alerts and Notifications
F.24
Escalation Capabilities for Services Activities
F.25
Workflow Assignment
Quality Assurance/View/Search/Sort Capabilities Workload Review
Capabilities
F.26
Work Order Management
F.27
General
GIS
F.28
General
ANALYSIS AND REPORTING
F.29
General
F.30
Service Activities Reporting
F.31
Service Inquiry Statistics on Call Center Performance
Data Collection and Output Support for Analyzing Call-Center Activities
F.32
TECHNICAL
T.1
General
T.2
Network/Telecommunications
T.3
Computer Telephony Integration
T.4
Universal Queue Support
T.5
Workflow
T.6
Integration / Interface
T.7
Redundancy and Scalability
T.8
Security
T.9
Accessibility, Reliability, and Flexibility
T.10
Audit
T.11
Backup and Archive, and Business Continuity
T.12
System Administration
T.13
Mobile Support
T.14
Configuration

CCSF CRM Functionality Matrix


Functionality ID

Description

Functionality
Category
(M-andatory,
D-esired)

CALL MANAGEMENT
F1
General
F.1.1
System shall support service inquiries via phone contact
F.1.2
System shall tightly integrate with leading PBX systems, allowing the system
to communicate and pass information between them
F.1.3
System shall be readable and usable by blind users who rely on audible
screen reader software
F.1.4
System shall support TTY calls using on-screen communication with the caller
or other ADA-accepted methods.
F.2
Database Support in Call Management
F.2.1
System shall integrate with a PBX and IVR to support the use of information
and logic residing in CRM databases to route calls based on the following:
F.2.1.1
F.2.1.2
F.2.1.3
F.2.1.4
F.2.2
F.2.3
F.2.4

Customer attributes
Language spoken
Origin of call
Topic of call
System shall employ database information for identifying high-risk customers
based on potential existence of customers' risk profiles
System shall employ database information to direct high-risk customers to
qualified or experienced agents each time they call
System shall have the ability to support real time and batch update processing

Level of
Existing,
Importance (1 out-of-box
- top; 3 - low) functionality

M
M

1
1

D
D
D
D
D

2
2
2
2
2

F.3

Softphone Features Pertaining to Queuing, Call Selection and Call


Transfers

F.3.1

System shall allow service agents to select a specific call from queues based
on information from a screen display
System shall allow the agent to choose the next call to receive
System shall allow a supervisor to disable the call selection option
System shall allow an agent to automatically configure a rest period between
calls
System shall allow an agent to define work status, including:
Availability
Post-call work state
Logged-on status
Logged-off status
System shall maintain a log of all accounts the agent accessed during the day
and allow for updating at any time after the initial call was taken
System shall send messages to external organizations or field resources
indicating the absence of clients at sites scheduled for dispatched support

D
D
D

2
2
2

D
D
D
D
D
D

2
2
2
2
2
2

System shall support agent-to-agent communications


System shall support synchronization features on transfer, including
conferencing capabilities
System shall allow agents to execute unattended call transfers
System shall allow agents to execute attended call transfers
System shall allow agents to transfer appropriate data that was invoked when
the call was received
System shall add new information before transfer or present a different but
related data screen

D
D

2
2

D
D
D

2
2
2

F.3.2
F.3.3
F.3.4
F.3.5
F.3.5.1
F.3.5.2
F.3.5.3
F.3.5.4
F.3.6
F.3.7

F.3.8
F.3.9
F.3.10
F.3.11
F.3.12
F.3.13

Page 2

Delivered after
CRM app is
Configured
(included in
price)

Delivered
after Major
modification
(included in
price)

Not Offered

Functionality ID

Description

INTERACTION MANAGEMENT
F.4
Inquiry Management - Inquiry Creation Capabilities
F.4.1
System shall create records of inquiries
F.4.2
System shall develop, customize, and maintain multiple inquiry templates for
different inquiry types
F.4.3
System shall develop, customize, and maintain inquiry categories for different
inquiry types
F.4.4
System shall develop, customize and maintain multiple customer-profile
templates for different customer types
F.4.5
System shall define fields of information as mandatory or optional
F.4.6
System shall record call activity data associated with a contact
F.4.7
System shall provide features to expedite data entry by an agent
F.4.8
System shall provide or support the following capabilities to assist the agent in
data entry:
F.4.8.1
Automatically record date and time of inquiry creation
F.4.8.2
Automatically record identity of agent receiving inquiry
F.4.8.3
Entering postal code to validate city and state
F.4.8.4
Entering postal code to automatically populate city, state and other pertinent
fields
F.4.8.5
Automatically assign a unique individual identification code (e.g., calling
number)
F.4.8.6
Automatically assign a unique individual identification code when importing
data from external sources
F.4.8.7
Fields for salutations
F.4.8.8
Fields for entering customer name prefix (e.g., Mr., Mrs., Miss and Ms.)
F.4.8.9
Fields for entering customer name suffix (e.g., III, Jr., Sr., MD or CFA)
F.4.8.10
Fields for indicating follow-up activities
F.4.8.11
Fields for information related to a transaction that the user can define
F.4.8.12
Display lists or menus containing multiple options for indicating category of
inquiry
F.4.8.13
Display lists or menus containing multiple options for indicating outcome of
inquiry
F.4.8.14
Display lists or menus containing multiple options for indicating satisfaction
of customer with inquiry interaction
F.4.8.15
Display lists or menus containing multiple options for indicating follow-up
activities
F.4.8.16
Quick entry of data via word completion capabilities when entering the
following specified data:
F.4.8.16.1
customer data
F.4.8.16.2
inquiry data
F.4.8.16.3
work order data
F.4.8.16.4
department-related data
F.4.8.16.5
agent-related data
F.4.8.17
Quick entry of data via sentence completion capabilities (i.e., this feature
entails completing field-level data entry based on recognition by the system
of key words)
F.4.8.18
Quick entry of data via sentence completion capabilities when entering the
following specified data
F.4.7.18.1
customer data
F.4.7.18.2
inquiry data
F.4.7.18.3
work order data
F.4.7.18.4
department-related data
F.4.7.18.5
agent-related data
F.5
Automatic Customer Data Entry
F.5.1
System shall provide automatic entry of customer data via field-based autopopulation (i.e., an entry in a field invokes population of a template with
appropriate information)

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

M
M

1
1

M
M
M
M

1
1
1
1

M
M
M
M

1
1
1
1

M
M
M
M
M
M

1
1
1
1
1
1

D
D
D
D
D
D

2
2
2
2
2
2

D
D
D
D
D

2
2
2
2
2

Page 3

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

Support automatic entry of interaction data via field-based auto-population

D
D

2
2

Lists of standard inquiries


Lists of most frequently used work orders
Flag to indicate that an address is a valid address
Flag to indicate that a phone number is a valid phone number
Flag to indicate that a fax number is a valid fax number
Flag to indicate that an email address is a valid email address
Predefined Data Entry Procedures
System shall require agents to insert a minimum amount of data into a
predefined number of fields before an inquiry can be closed
System shall identify whether pre-defined procedures are being entered
correctly
System shall prompt users of the correct procedure to follow
System shall provide online help when a procedure is incorrectly executed

M
M
D
D
D
D

1
1
2
2
2
2

M
M

1
1

F.6.5
F.6.6
F.6.7

System shall stop further actions once a data entry error is identified
System shall allow for automated departmental codes to be used
System shall support error elimination and reporting and build bullet-proof,
error-free processes by reducing the scope for data-entry input error

M
M
D

1
1
2

F.6.8

System shall support data input controls, including more forced input of
required information
System shall indicate a repeat caller
System shall allow notes to be provided at key points in the inquiry creation
process to enable the agent to elaborate on a data point
System shall have the ability to:
Define and maintain business rules for a particular field of information (field
edits)
Define default values for a field. This includes the ability to automatically
populate fields based on the value of another field
Define the format for assigned tracking numbers or document numbers.
This includes the ability to reset tracking and document numbers on a
scheduled basis

D
D

2
2

M
M

1
1

M
M
M
M

1
1
1
1

F.5.1.1
F.5.1.2
F.5.1.3
F.5.2
F.5.2.1
F.5.2.2
F.5.2.3
F.5.2.4
F.5.2.5
F.5.2.6
F.6
F.6.1
F.6.2
F.6.3
F.6.4

F.6.9
F.6.10
F.6.11
F.6.11.1
F.6.11.2
F.6.11.3

F.7
F.7.1
F.7.2
F.7.3
F.7.4
F.7.5
F.7.6
F.7.7

Support automatic entry of product data via field based auto-population


Support automatic entry of agent related data via field-based autopopulation
System shall provide relevant lists of information during the creation of an
inquiry record, including:

User Follow-up and Accountability Tracking


System shall register and track follow-up activity
System shall track the hand-off (i.e., escalation) of overdue issues
System shall provide audit tracking of all outstanding issues
System shall allow for multiple users to access inquiries and run reports at the
same time
System shall recognize and indicate that another individual or even other
departments are following up a specific issue
System shall allow an individual to note follow-up activity or allow for personal
follow-up on an account
System shall have the ability to record activity notes related to a request.
These notes may differ from notes that may be entered for a work order. Note
entries will be unlimited in length, so system must provide scrolling
capabilities.

F.7.8

System shall have the ability to assign a date/timestamp to request note entry.

F.7.9

System shall have the ability to assign the name of the person who made the
request note entry, based on user ID.

Page 4

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

F.7.10
F.7.11
F.8
F.8.1
F.8.2
F.8.2.1
F.8.2.2
F.8.2.3
F.8.2.4
F.8.2.5
F.8.2.6
F.8.2.7
F.8.2.8
F.8.2.9
F.8.2.10
F.8.2.11
F.8.2.12
F.8.2.13
F.8.2.14
F.8.2.15
F.8.2.16
F.8.2.16.1
F.8.2.16.2
F.8.3
F.8.3.1
F.8.3.2
F.8.3.3
F.8.3.4
F.8.3.5
F.8.3.6
F.8.3.7
F.8.3.8
F.8.3.9
F.8.3.10
F.8.3.11
F.8.3.12
F.8.4
F.8.4.1
F.8.4.2
F.8.4.3
F.8.4.4
F.8.5
F.8.5.1
F.8.5.2
F.8.5.3
F.8.6
F.8.6.1
F.8.6.2
F.8.6.3

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

System shall have the ability to display request notes in reverse chronological
order, beginning with the most recent note recorded.
System shall have the ability to sort notes dynamically by date (ascending
chronological order) or the name of the person who made the note.
Data View Capabilities
System shall view original information entered for records
System shall view the following inquiry-related data for multiple records in
table/list form including, but not limited to:
Inquiry ID (i.e., uniquely identifies the inquiry record)
Inquiry type (i.e., out of a predefined range)
Severity level or priority (i.e., out of a predefined range)
Source of inquiry, including:
Phone call
E-mail inquiry
Web inquiry (i.e., entered at a designated Web site)
Fax inquiry
Live walk-in
Status (i.e., out of a predefined range)
Number of days since creation
Number of days since last customer contact
Due date and time
Total time spent working on inquiry
Total time spent by specific service agent or user
Change data, inquiry history or audit trail (i.e., essentially, a log of all action
data) (see below)
Relationship between inquiry, customers and organizations
Description (i.e., free-form data or notes section)
System shall view the following action-related data for multiple records in
table/list form including, but not limited to:
Date of action
Time of action
Action type (i.e., out of predefined range), including:
Creation
Follow-up activity
Closure
Reopening
Carbon copy (i.e., spin-off or notification)
Hand-off (i.e., ownership or responsibility transfer)
Service agent or user responsible for action
Time required for action
Action description (i.e., free-form data or notes section)
System shall view the following service-related data for multiple records in
table/list form including, but not limited to:
Service information
Service type
Service name
Department responsible
System shall view the following customer-related data for multiple records in
table/list form including, but not limited to:
Customer profile: name, contact information, position or organization
Organization profile: organization name, address, contacts or links
Customer satisfaction: from follow-up call after inquiry is closed
System shall view the following CSS-agent or user data for multiple records in
table/list form including, but not limited to:
Agent or user profile: name, position, department and contact information

M
M

1
1

M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
D

1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
2

D
D
M

2
2
1

M
M
M
M
M
M
M
D
D
D
D
D
M

1
1
1
1
1
1
1
2
2
2
2
2
1

M
M
M
M
M

1
1
1
1
1

M
M
M
M

1
1
1
1

M
M

1
1

Agent or user skills


Agent or user availability

Page 5

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

F.8.6.4
F.8.6.5
F.8.7
F.8.7.1
F.8.7.2
F.8.7.3
F.8.7.4
F.8.7.5
F.8.7.6
F.8.7.7
F.8.7.8
F.8.7.9
F.8.7.10
F.9
F.9.1
F.9.2
F.9.3
F.9.4
F.9.5
F.9.6
F.9.7
F.9.8
F.9.8.1
F.9.8.2
F.9.8.3
F.9.9
F.9.9.1
F.9.9.2
F.9.9.3
F.9.9.4
F.9.9.5
F.9.9.6
F.9.10
F.9.11
F.9.12
F.9.13

F.9.14
F.9.14.1
F.9.15
F.10
F.10.1
F.10.1.1
F.10.1.2
F.10.1.3
F.10.1.4

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

Total time spent by agent or user on all inquiries


Total time spent by agent or user on a specific inquiry
System shall view the following general data for multiple records in table/list
form including, but not limited to:
Total number of open inquiries
Same as above, per department
Same as above, per agent
Total number of open inquiries of type x (e.g., overdue)
Same as above, per department
Same as above, per agent
Total number of inquiries processed per unit time
Same as above, per department
Same as above, per agent
Response-time statistics: overall, per dept, and per agent. Specify which in
comments.
Status Change Execution and Review
System shall change the status of a record based on progress made in
servicing the inquiry
System shall view the status of each inquiry record by agent and groups of
agents
System shall enter and view follow-up actions
System shall create a listing of call backs to customers
System shall reopen a record
System shall edit specific data within a record
System shall link a reopened record to a series of other specified records

M
M
M

1
1
1

M
M
M
M
M
M
M
M
M
D

1
1
1
1
1
1
1
1
1
2

M
M
D
D
D

1
1
2
2
2

System shall perform the following actions on multiple records selected from a
list:
Multiple closure of inquiry records
Multiple reopening of inquiry records
Multiple printing of individual inquiry records to a local printer
System shall access customer contact information online, including:
Work orders
Application for service
Letters
E-mail and Internet correspondence
Statements
Direct mail history
System shall have the ability to set status codes for each transaction.
System shall have the ability to allow status code values to be defined
uniquely for each type of transaction, or sub-set of transactions.
System shall have the ability to allow status code values to be defined
uniquely for each type of transaction, or sub-set of transactions.
System shall have the ability to apply only valid status codes based on the
activity recorded for the request. (i.e. cannot close a request if there are work
orders pending).
System shall link system to databases of partners or contracted organizations

D
D
D
D
D
D
D
D
D
D
D
D

2
2
2
2
2
2
2
2
2
2
2
2

Government: U.S. state and local or any other authorized agency


System shall allow customization or definition of templates without
programming
changes
to data
source
codeor ranges
Customizing or
and
defining
types
System shall allow users to customize and define specified inquiry-related
data types or ranges without programming, including:
Inquiry ID (i.e., uniquely identifies the inquiry record)
Inquiry type (i.e., out of a predefined range)
Severity level or priority (i.e., out of a predefined range)
Status (i.e., out of a predefined range)

D
D

2
2

M
M
M
M

1
1
1
1

Page 6

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

F.10.1.5
F.10.1.6
F.10.1.7
F.10.1.8
F.10.1.9
F.10.1.10
F.10.1.11
F.10.2
F.10.2.1
F.10.2.2
F.10.2.3
F.10.2.3.1
F.10.2.3.2
F.10.2.3.3
F.10.2.3.4
F.10.2.3.5
F.10.2.3.6
F.10.2.3.7
F.10.2.3.8
F.10.2.3.9
F.10.3
F.10.3.1
F.10.3.2
F.10.3.3
F.10.3.4
F.10.4
F.10.4.1
F.10.4.2
F.10.4.3
F.10.5
F.10.5.1
F.10.5.2
F.10.5.3
F.10.5.4
F.10.5.5
F.10.5.6
F.10.5.7
F.10.5.8
F.10.5.9
F.10.5.10
F.10.5.11
F.10.5.12
F.10.5.13
F.10.5.14
F.10.5.15
F.10.5.16
F.11
F.11.1
F.11.2

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

Number of days since creation


Due date and time
Total time spent working on inquiry
Total time spent by specific service agent or user
Change data, inquiry history and audit trail (i.e., essentially, a log of all
action data)
Relationship between inquiry, customers and organizations
Description (i.e., free-form data or notes section)
System shall allow users to customize and define specified action-related data
types or ranges without programming, including:
Date of action
Time of action
Action type (i.e., out of predefined range), including, but not limited to:
Creation
Closure
Reopening
Carbon copy (i.e., spin-off or notification)
Hand-off (i.e., ownership or responsibility transfer)
Suspension for a specified period of time
Service agent or user responsible for action
Time required for action
Action description (i.e., unlimited free form data or short notes section)

M
M
M
M
M

1
1
1
1
1

M
M
M

1
1
1

M
M
M
M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1
1
1
1

System shall allow users to customize and define specified service-related


data types or ranges without programming, including:
Service information
Service type
Service name
Department responsible
System shall allow users to customize and define specified customer-related
data types or ranges without programming, including:
Customer profile: name, contact information, position or organization
Organization profile: organization name, address, contacts or links
Customer satisfaction: from follow-up call after inquiry is closed
System shall allow users to customize and define specified CSS or userrelated data types or ranges without programming, including:
Agent or user profile: name, position, department and contact information

M
M
M
M
M

1
1
1
1
1

M
M
M
M

1
1
1
1

Agent or user skills


Agent or user availability
Total time spent by agent or user on all inquiries
Total time spent by agent or user on a specific inquiry
General data: indicate if the application provides:
Total number of open inquiries
Same as above, per department
Same as above, per agent
Total number of open inquiries of type x (e.g., overdue)
Same as above, per department
Same as above, per agent
Total number of inquiries processed per unit time
Same as above, per department
Same as above, per agent
Response time statistics overall, per department, per agent.
Channel Specific Capabilities - Email, Web site, & Fax
System shall submit service inquiries via e-mail
System shall utilize e-mail as a communication channel for receiving and
responding to inquiries

M
M
M
M
M
M
M
M
M
M
M
M
M
M
D

1
1
1
1
1
1
1
1
1
1
1
1
1
1
2

M
M

1
1

Page 7

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

System shall create inquiry records from received e-mails


System shall initiate and send out e-mails
System shall provide a routing system to direct e-mails to an appropriate
resource
System shall allow an e-mail inquiry to be directed to the same queue
displayed by the screen pop as voice calls
System shall distinguish e-mails from voice calls residing in a queue
System shall designate different priorities to e-mail queues
System shall automatically transmit a standard e-mail in response to an
inquiry that confirms receipt of inquiry
System shall generate automated e-mails based on keywords within a text
message
System shall generate automated e-mails based on status of customer inquiry
or escalation processes
System shall generate an auto-reply e-mail that sets expectations on entitled
services (e.g., when to expect a response, level of service or service agent)

D
D
D

2
2
2

D
D
D

2
2
2

System shall allow agents responding to e-mail inquiries to be placed


automatically in an unavailable state for receiving voice calls
System shall provide a process for tracking, monitoring or querying inquiries
submitted via e-mail
System shall track customer responses to transmitted e-mails
System shall respond to a customers e-mail via fax or phone
System shall enable the user to define the details of the outbound and
inbound e-mail servers available for use in the e-mail channel communication
process
System shall provide a full point-and-click application for creating
personalized
e-mail documents
System shall mail
allowand
for embedded
URLs to drive customers to Web sites
System shall allow for the user to specify the rules to be used for processing
inbound email messages within each mailbox including, but not limited to:

D
D
D

2
2
2

D
D
D

2
2
2

F.11.20.1
F.11.20.2
F.11.20.3
F.11.21
F.11.22
F.11.23
F.11.24

Rule-satisfied routing capabilities


No-rule-satisfied capabilities
Optional delete
System shall initiate an e-mail-forwarding event
System shall offer mail-merge personalization capabilities
System shall support plain text and HTML
System shall produce high-volume output for both mail and e-mail distribution

D
D
D
D
D
D
D

2
2
2
2
2
2
2

F.11.25
F.11.26
F.11.27
F.11.28

System shall support multiple SMTP servers for e-mail distribution


System shall generate inquiries from a Web site
System shall track and query inquiries generated from a Web site
System shall support web interactivity, including allowing the agent to guide a
customer through the appropriate Web site (e.g., provide a guided tour)

D
M
M
M

2
1
1
1

F.11.29

System shall allow customers to establish a chat session with an agent via a
Web site
System shall allow customers to submit a request for a call back via a Web
site
System shall allow a Web site-originating inquiry to be directed to the same
queue displayed by the screen pop as voice calls
System shall distinguish Web site-originating inquiries residing in a queue
from voice calls
System shall designate different priorities for Web site originating inquiries
within queues
System shall transmit a standard e-mail in response to an inquiry that
confirms receipt of Web site-originating inquiry and sets expectations on
entitled services (e.g., when to expect a response)

F.11.3
F.11.4
F.11.5
F.11.6
F.11.7
F.11.8
F.11.9
F.11.10
F.11.11
F.11.12
F.11.13
F.11.14
F.11.15
F.11.16
F.11.17

F.11.18
F.11.19
F.11.20

F.11.30
F.11.31
F.11.32
F.11.33
F.11.34

Page 8

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

F.11.35
F.11.35.1
F.11.35.2
F.11.35.3
F.11.36
F.11.37
F.11.38

Description

System shall provide options for a customer to review while waiting in a


queue, including:
System shall review Web pages of interest
System shall hear recorded messages
System shall be connected with an IVR unit
System shall allow an agent to automatically contact the customer in
response to a web site-originating inquiry requesting a call back.
System shall support attaching hyperlinks to specific accounts
System shall support a sophisticated log-file analysis program for monitoring
the Web interface to CRM database that includes the following metrics:

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

D
D
D
D

2
2
2
2

D
M

2
1

F.11.38.1
F.11.38.2

Number of successful transactions performed online, tracked weekly


Which specific transactions were successfully completed, tracked weekly

M
M

1
1

F.11.38.3

Number of incomplete or unsuccessful transactions performed online,


tracked weekly
Specific transactions that were left incomplete, abandoned or failed
tracked weekly
Number of total Web-site visits, sieved by originating time zone, day and
time of day tracked weekly
Number of unique Web site visitors, sieved by originating time zone, day
and time of day tracked weekly
Number of repeat Web site visits in the preceding month vs. single visits in
the preceding month (cookies are NOT allowed)
Results of online trouble-shooting success and failure, tracked weekly
Number of banner impressions, tracked weekly
Number of banner clickthroughs
Number of calls initiated from the Web site to the call center, including
where the visitor was on the Web page at the time of this type of request

D
D
D
D

2
2
2
2

Visitor analysis metrics that include the following:


Visitor type (i.e., current customers, new customers, etc?)
Frequency of use
Time of day of use
Time spent on site per visit
Day of week of use
System shall utilize fax as a communication channel for receiving and
responding to inquiries
System shall provide a routing system to direct faxes to an appropriate
resource
System shall allow fax to be directed to the same queue displayed by the
screen pop as voice calls
System shall distinguish faxes residing in a queue from voice calls
System shall designate different priorities to fax queues
System shall provide a means to create inquiry records from received faxes

D
D
D
D
D
D
D

2
2
2
2
2
2
2

D
D
D

2
2
2

System shall allow agents responding to fax inquiries to be placed


automatically in an unavailable state for receiving voice calls
System shall provide a method for tracking, monitoring or querying inquiries
submitted via fax
Basic Call Center Agent Interface Features Supporting Services
System shall support soft phone capabilities (i.e., phone features available via
use of a personal computer)
System shall support a soft phone-centric interface encompassing the
following:
Holding time displayed
Call origin displayed (i.e., phone. Web, IVR, e-mail, fax or letter)

M
M

1
1

F.11.38.4
F.11.38.5
F.11.38.6
F.11.38.7
F.11.38.8
F.11.38.9
F.11.38.10
F.11.38.11

F.11.38.12
F.11.38.12.1
F.11.38.12.2
F.11.38.12.3
F.11.38.12.4
F.11.38.12.5
F.11.39
F.11.40
F.11.41
F.11.42
F.11.43
F.11.44
F.11.45
F.11.46
F.12
F.12.1
F.12.2
F.12.2.1
F.12.2.2

Page 9

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

F.12.2.3
F.12.2.4
F.12.2.5
F.12.2.6
F.12.2.7
F.12.2.8
F.12.2.9
F.12.2.10
F.12.2.11
F.12.2.12
F.12.3
F.12.4
F.12.5

F.12.6

F.12.7
F.12.8
F.12.9
F.12.9.1
F.12.9.2
F.12.9.3
F.12.10
F.12.11
F.12.11.1
F.12.11.2
F.12.11.3
F.12.12
F.12.13

F.12.14
F.12.15
F.12.16
F.12.16.1
F.12.16.2
F.12.16.3
F.12.16.4
F.12.16.5
F.12.16.6
F.13
F.13.1

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

Calls in queue displayed


Provide specific details of calls currently in a queue
Number of calls still holding displayed
Number of calls in queue for categorizing by category of call
Calling or called party name display
Time and date
Dialed digits
Duration of call display notification
Incoming automatic call distribution (ACD) event alerting standard ring
Incoming ACD event alerting ring option
System shall alert agent of upcoming calls (i.e., call to be given to you within
the next two minutes)
System shall support verbal call introductions or whispers about incoming
calls, especially if originating from IVR and Web
System shall support coordinated voice and data screen pops based on who
is calling and send the call and data simultaneously to the appropriate agent

M
M
M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1
1
1

System shall identify the stage at which the customer exited the IVR, and
present the voice and data to the agent with the customer details on a screen
simultaneously
System shall provide screen pops to accompany calls conveying specified
standard customer contact information
System shall support screen pops and coordinated transfer via IVR
System shall support screen pops automatically populated with callers
customer service history details on screen, including, but not limited to:
Information pertaining to last client call (if possible)
Information pertaining to specific services
Support automatic contact history including programming inquiries, standard
customer history notes, complaints or commendations
System shall record and identify repeat callers
System shall provide or support the following:
Recording of customer demographics automatically
Capture of time, date and purpose of initial enquiry
Screen warnings for extended talk times or long hold times
System shall support the following features: online directory, announcements,
support paging information or support text messages
System shall support automatic recognition of performance and alert
colleagues of call handling performances, with online congratulations for
identified agents

M
M

1
1

M
M
M

1
1
1

M
M
M
M
M
D

1
1
1
1
1
2

System shall provide one-button access to execute call management features


(e.g., hold or conference)
System shall interface support single-click access to options and
streamlined business functions (e.g., new service requests)
System shall provide or support the following:
Initiation of telephone recordings of inquiries at the discretion of operator or
management
Recordings based on call types
Recordings based on call types to ascertain basis for customer complaints
(e.g.,
understand
churn)
Automated
recordings
of escalations
System shall store recordings of conversations to be available for playback
at a later date
System shall allow recordings to be played back at an account level to
address complaints or disputes
Call-Center Service Script
System shall access scripts within a workflow-based, dynamically generated
interface designed to guide the service agent through a client interaction

D
D

2
2

D
D
D
D

2
2
2
2

Page 10

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

System shall access an unlimited number of scripts tailored to a specific


contingency
System shall provide scripting functionality that is automatically invoked based
on business rules and presented through screen pops
System shall alert agents how long the customer was in the queue and
introduce scripting to use this data to empathize for long waits
System shall access scripts with branching logic that enable service agents to
consider alternative actions
System shall allow service agents to view different display options, including
entire scripts, select portions of scripts or outline views
System shall create and maintain scripts that encompass features that allow
service agents to perform online calculations
Customer Service Calendar Management and Scheduling
System shall provide a calendar management and scheduling engine for
supporting service activities
System shall have the ability to set an appointment and inform the customer
automatically using the most relevant methods, including: phone, email, fax,
or letter.

F.14.3

System shall have the ability to change an appointment time and


automatically notify the customer immediately via the preferred mode of
contact.

F.14.4

System shall have the ability to automatically track events and flag missed
deadlines and appointments.
System shall have the ability to alert user of scheduling conflicts as
appointments are made.
Verify the availability of individual agents or analysts
Verify the availability of resources (e.g., rooms and equipment)
Identify available agents or analysts
Identify available resources
Identify or suggest available dates or times for agents or analysts
Identify or suggest available dates or times for resources
Define appointments for agents or analysts during hours of availability
Define more than one type of appointment for service agents (e.g., call or
meeting)
Track time spent by service agents on one specific appointment
Track total time spent by service agents on more than one appointment
Track total time spent by agent on an inquiry from creation to closure
Track total time spent by agent on a group of inquiries from creation to
closure
System shall support the following capabilities when a service agent is
unavailable:
Notify the appropriate service agent or manager
Determine and log the cause of unavailability within the context of agent not
on duty or too many inquiries
Allow audit trails for unavailability of agent
Route calls to an appropriate alternative service agent
System shall check if more than one service agent is working on a particular
inquiry or request, and alert the CSS service agents of such occurrence

D
D
D
D
D
D
D
D

2
2
2
2
2
2
2
2

D
D
D
D

2
2
2
2

M
M

1
1

M
M
M

1
1
1

System shall perform automatic follow-up on specific date or time via visual or
sound notification
System shall perform automatic follow-up on specific date or time via e-mail

System shall perform automatic follow-up on satisfaction of any user-definable


criteria
Transaction/Department Codes

F.13.2
F.13.3
F.13.4
F.13.5
F.13.6
F.13.7
F.14
F.14.1
F.14.2

F.14.5
F.14.5.1
F.14.5.2
F.14.5.3
F.14.5.4
F.14.5.5
F.14.5.6
F.14.5.7
F.14.5.8
F.14.5.9
F.14.5.10
F.14.5.11
F.14.5.12
F.14.6
F.14.6.1
F.14.6.2
F.14.6.3
F.14.6.4
F.14.7

F.14.8
F.14.9
F.14.10
F.15

Page 11

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

System shall have the ability to define and maintain transaction codes and
department codes for the city.
System shall have the ability to assign transaction codes to create, update,
store, and categorize an unlimited number of requests based on types (e.g.,
pothole, missed garbage, department complaints).

F.15.3

System shall have the ability to automatically assign a department code


based on transaction type. Allow the flexibility to assign another department
code, if the call was categorized incorrectly.

F.15.4

System shall have the ability to assign a division or district code to a


transaction. Some departments have enhanced granularity by division or
district.

F.15.5

System shall have the ability to assign a priority code, based on transaction
type. The operator should be able to override a priority code assigned to a
transaction.
System shall have the ability to categorize the call initiator. Most will be
citizen, but external agencies may also initiate a request for service or report
a problem.
System shall have the ability to categorize the type of contact. Type of contact
would include phone call, U.S. Mail, E-mail, web entry, walk-in.
System shall have the ability to categorize a call as invalid (does not require a
response by the city).
Extraordinary Event Tracking
System shall have the ability to automatically assign a unique tracking number
for each request.
System shall have the Ability to automatically assign a date and time stamp
for each request.
System shall have the ability to automatically record the person who
processed the call, based on user ID.
System shall have the ability to automatically determine duplicate requests by
type, date range, and location using GIS data. This includes the ability to
depict whether the duplicate request is open, closed, in the resolution
process, etc.

System shall have the ability to maintain recurring requests that may be
automatically entered into the system based on dates set up in the recurring
request schedule.
System shall have the ability to count transactions, rather than store each call
transaction taken during an extraordinary event that doesnt require detailed
information to be recorded.
System shall have the ability to establish thresholds that are defined by the
user for the use of exception handling and audit trail purposes.
Forms
System shall have the ability to create, print, and store standard forms.
System shall have the ability to create, print, and store forms with areas that
can be customized.
System shall have the ability to store forms as a document type that is popular
and easily recognized by most computer software (i.e. Word, Excel, PDF).

M
M

1
1

F.15.1
F.15.2

F.15.6

F.15.7
F.15.8
F.16
F.16.1
F.16.2
F.16.3
F.16.4

F.16.5

F.16.6

F.16.7
F.17
F.17.1
F.17.2
F.17.3

Description

Page 12

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

Description

Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

INFORMATION MANAGEMENT
F.18
Knowledge-Base Engine
System shall provide search mechanisms for identifying like solutions to a
F.18.1
problem
F.18.2
System shall provide search engines that encompass the following basic
capabilities:
F.18.2.1
Keyword search
F.18.2.2
Part of a keyword
F.18.2.3
Exact word search
F.18.2.4
Boolean search
F.18.2.5
Full text (i.e., but no rule-base)
F.18.2.6
Decision tree (i.e., but no rule-base)
F.18.2.7
Bubble search (i.e., a relevancy search for most recently asked questions
pertaining to similar subjects)
System shall provide search engines that encompass the following advanced
F.18.3
capabilities:
F.18.3.1
General decision tree
F.18.3.2
General inference engine
F.18.3.3
CASE-based
F.18.3.4
Adaptive learning
F.18.3.5
Index filtering
F.18.4
System shall provide a search engine that supports the following capabilities:

M
M
M
M
D
D
D

1
1
1
1
2
2
2

D
D
D
D
D
M

2
2
2
2
2
1

F.18.4.1
F.18.4.2
F.18.4.3
F.18.4.4

Present relevant hits before entire search is complete


Float the most relevant hits to the top in order of closest match
Allow the agent to launch another parallel search
Allow the agent to multitask and use the application to perform other work

M
M
M
M

1
1
1
1

F.18.4.5
F.18.4.6
F.18.5
F.18.5.1
F.18.5.2
F.18.5.3
F.18.5.4
F.18.5.5
F.18.5.6
F.18.6

Use synonyms to improve search result


Use of a keyword glossary
System shall provide the following problem resolution capabilities:
Provide a list of standard problems
Provide a list of most frequently experienced problems
Provide a list of standard problem-solving actions
Provide a list of most frequently employed problem-solving actions
Suggest a list of problem-solving actions
Provide a list of required skills to resolve a problem
System shall provide a knowledge engine that supports the following
automatic actions:
Fill the inquiry record template with relevant data
Provide a list of agents or specialists with the skills necessary to solve the
problem
Route the inquiry to the appropriate service agent or analyst
Population of the knowledge bases by agents

D
D
M
M
M
M
M
M
D
D

2
2
1
1
1
1
1
1
2
2

D
D

2
2

D
D

2
2

F.18.6.1
F.18.6.2
F.18.6.3
F.18.6.4

Page 13

Not Offered

Functionality ID

F.18.7
F.18.7.1
F.18.7.2
F.18.7.3
F.18.7.4
F.18.7.5
F.18.7.6

F.18.7.6.1
F.18.7.6.2
F.18.7.6.3
F.18.7.7
F.18.7.8

F.18.7.9
F.18.7.10
F.18.7.11

F.18.7.12

F.18.7.13
F.18.7.14

F.19
F.19.1
F.19.1.1
F.19.1.2
F.19.1.3
F.19.1.4
F.19.1.5
F.19.1.6

Description

Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

System shall populate and manage the knowledge base as follows:


Only experts can populate and manage the knowledge base.
Service agents can populate the knowledge base only after expert
verification or approval.
Service agents can directly populate the knowledge base; experts then
manage it.
Knowledge base provides the means to automatically detect duplicate
entries and base
notify provides
an expert.
Knowledge
the means to automatically detect similar entries
and notify an expert.
System shall provide a knowledge-base engine that supports actions on
duplicate database records representing the same person or organization,
including:
Detection
Prevention
Reconciliation or merger
System shall provide a knowledge engine that supplies the means for content
management and retrieval of information residing on Web sources

M
M

1
1

D
D

2
2

D
D
D
D

2
2
2
2

System shall provide the ability to allow system administrators or other


authorized personnel to update text-based reference, topic, and keyword
information displayed on the information reference screen.
System shall provide the ability to provide flexible means to cross reference
and search knowledge base information, including key words and phrases.

System shall provide the ability to view correlated topic information


simultaneously.
System shall provide the ability to index and store a series of questions
(scripts) for each transaction type to assist operator/citizen communications.

M
M
M
M
M
M
M

1
1
1
1
1
1
1

System shall provide the ability to link to an external system to display


knowledge engine information that is maintained by a City Agency or other
jurisdiction.
System shall provide the ability to import information already compiled in other
formats into the knowledge engine.
System shall support data input and maintenance of data in the knowledge
base by users with disabilities in accordance with ADA guidelines.
Data Tracking of Specified Data Within a Database
System shall support the tracking of the following specified data:
Summary information
Inquiry ID (i.e., uniquely identifies the inquiry record)
Inquiry type (i.e., out of a predefined range)
Severity level or priority (i.e., out of a predefined range)
Source of inquiry, including:
Phone call

Page 14

Not Offered

Functionality ID

F.19.1.7
F.19.1.8
F.19.1.9
F.19.1.10
F.19.1.11
F.19.1.12
F.19.1.13
F.19.1.14
F.19.1.15
F.19.1.16
F.19.1.17
F.19.1.18
F.19.1.19
F.19.1.20
F.19.2

F.19.3
F.19.3.1
F.19.3.2
F.19.3.3
F.19.3.4
F.19.3.5
F.19.3.6
F.19.3.7
F.19.3.8
F.19.3.9
F.19.3.10
F.19.3.11
F.19.3.12
F.19.3.13
F.19.4
F.19.5
F.19.5.1
F.19.5.2
F.19.5.3
F.19.5.4
F.19.5.5
F.19.5.6
F.19.5.7

Description

Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

E-mail inquiry
Web inquiry (i.e., entered at a designated
Web site)
Fax inquiry
Live walk-in
Status (i.e., out of a predefined range)
Number of days since creation
Number of days since last customer touch
Due date and time
Total time spent working on inquiry
Total time spent by specific service agent or user
Change data, inquiry history or audit trail (i.e., essentially, a log of all action
data) (see below)
Relationship between inquiry, customers and organizations
Description (i.e., free-form data or notes section)
System shall include a snapshot of any customer information in the primary
CRM window so users need not navigate to other windows to find key
information
System shall enter and track action-related data including, but not limited to:
Date of action
Time of action
Action type (i.e., out of predefined range), including:
Creation
Follow-up activity
Closure
Reopening
Carbon copy (i.e., spin-off or notification)
Hand-off (i.e., ownership or responsibility transfer)
Suspension for a specified period of time
Service agent/user responsible for action
Time required for action
Action description (i.e., free-form data or notes section)
System shall track the category of collateral already sent to a customer for a
particular service event
System shall enter and track service-related data including, but not limited to:
Service information
Service family (if applicable)
Service name
Service category
Service type
Responsible Departments
Responsible Parties

Page 15

M
M
M
M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1
1
1
1

M
M
D

1
1
2

M
M
M
M
M
M
M
M
D
D
D
M
M
M
D

1
1
1
1
1
1
1
1
2
2
2
1
1
1
2

M
M
M
M
M
M
M

1
1
1
1
1
1
1

Not Offered

Functionality ID

F.19.6
F.19.7
F.19.7.1
F.19.7.2
F.19.7.3
F.19.7.4
F.19.7.5
F.19.8
F.19.9
F.19.10
F.19.11
F.19.12
F.19.13
F.19.14
F.19.15
F.19.15.1
F.19.15.2
F.19.15.3
F.19.15.4
F.19.15.5
F.19.15.6
F.19.15.7
F.19.15.8
F.19.16
F.19.16.1
F.19.16.2
F.19.16.3
F.19.16.4
F.19.16.5
F.19.16.6
F.19.16.7

Description

Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

System shall be able to assign if needed a unique customer identification


code
System shall enter and track customer profile data including, but not limited
to:
Customer name
Customer contact position and title
Customer phone numbers (multiple)
Customer address (multiple)
Customer address allowing up to three lines of address information, in
addition to city, state/province, country and postal-zip code
System shall provide the ability to verify (flag) addresses or locations as City
addresses or locations, where applicable.
System shall provide the ability to standardize address entry for consistency.

M
M
M
M
M

1
1
1
1
1

System shall provide the ability to suggest or automatically change entries


that do not conform to standards.
System shall provide the ability to enforce the use standard abbreviations for
roads (i.e. street, avenue, trail, etc.).
System shall provide the ability to suggest street name spellings, if a possible
incorrect spelling is detected.
System shall provide the ability to automatically fill zip code information,
based on the address or location entered.
System shall provide the ability to allow and validate partial address or
location entry.
System shall have the ability to store information pertaining to the customer
business including, but not limited to:
Customer business 2
Customer car
Customer home
Customer home 2
Customer home fax
Customer email
Customer mobile
Customer pager
System shall enter and track departmental/organizational information
including,
but not limited to: name
Department/Organization
Department/Organization address
Department/Organization address allowing up to three lines of address
information, in addition to city, state/province, country and postal-zip code
Department/Organization contact information for primary contacts
Department/Organization contact information for secondary contacts
Department/Organization contact information for tertiary contacts
Department/Organization contact position and title

D
D
D
D
D
D
D
D
M
M
M
M

2
2
2
2
2
2
2
2
1
1
1
1

M
M
D
D

1
1
2
2

Page 16

Not Offered

Functionality ID

F.19.17
F.19.18
F.19.19
F.19.20
F.19.21
F.19.22
F.19.23
F.19.24
F.19.25
F.19.25.1
F.19.25.2
F.19.25.3
F.19.25.4
F.19.26
F.19.27

F.19.28
F.19.29
F.19.29.1
F.19.29.2
F.19.29.3
F.19.29.4
F.19.29.5
F.19.29.6
F.19.29.7
F.19.29.8
F.19.29.9
F.19.30
F.19.31
F.19.31.1
F.19.31.2
F.19.31.3
F.19.31.4
F.19.31.5
F.19.31.6
F.19.31.7

Description

Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

System shall accommodate unlimited number of telephone types (i.e., fax,


mobile, toll-free or main number) within a department
System shall accommodate unlimited number of telephone numbers
System shall accommodate unlimited number of fax machines
System shall accommodate unlimited number of mobile phones
System shall indicate which telephone number is the primary number for
communication
System shall accommodate unlimited number of e-mail addresses for each
department/organization
System shall indicate which e-mail address is the primary e-mail address
System shall track current status of customer or trouble ticket
System shall indicate whether a trouble ticket is:
Active
Inactive
Escalated
Suspended
System shall indicate customer satisfaction based on feedback from follow-up
call after inquiry is closed (e.g., satisfied or not satisfied).
System shall link and track an unlimited number of external companies or
individuals to an entity (e.g., consultant, reseller, retailer, wholesaler,
accountant, systems integrator or contractor)
System shall link and unlink an individual record to a different
department/organization record
System shall track CSS agent or user-related data including, but not limited
to:
Agent or user profile
Agent or user name
Agent or user position
Agent or user department
Agent or user contact information (e.g., phone, e-mail or fax)
Agent or user skills
Agent or user availability
Total time spent by agent or user on all inquiries
Total time spent by agent or user on a specific inquiry
System shall indicate responsible external service provider partnerships (e.g.
2-1-1, 5-1-1, 7-1-1, 9-1-1)
System shall generate general inquiry data including, but not limited to:
Tracking of total number of open inquiries
Total number of open inquiries, per department
Total number of open inquiries, per agent
Total number of open inquiries of type x (e.g., overdue)
Total number of open inquiries, per department
Total number of open inquiries, per agent
Tracking of total number of processed inquiries

Page 17

D
D
D
D

2
2
2
2

D
M
M
M
M
M
M
M

2
1
1
1
1
1
1
1

M
M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1
1

M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1

Not Offered

Functionality ID

F.19.31.8
F.19.31.9
F.19.31.10
F.19.31.11
F.19.31.12
F.19.31.13
F.20
F.20.1
F.20.2
F.20.2.1
F.20.2.1.1
F.20.2.1.2
F.20.2.1.3
F.20.2.2
F.20.2.2.1
F.20.2.2.2
F.20.2.2.3
F.20.2.2.4
F.20.2.2.5
F.20.2.3
F.20.2.4
F.20.2.5
F.20.2.6
F.20.2.7
F.20.2.8
F.20.2.8.1
F.20.2.8.2
F.20.2.8.3
F.20.2.8.3.1
F.20.2.8.3.2
F.20.2.8.3.3
F.20.2.8.3.3.1
F.20.2.8.3.3.2
F.20.2.8.3.3.3
F.20.2.8.3.3.4
F.20.2.8.3.3.5
F.20.2.8.3.3.6
F.20.2.8.3.3.7
F.20.2.8.3.3.8
F.20.2.8.3.3.9
F.20.2.8.3.3.10

Description

Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

Total number of inquiries processed per unit of time


Total number of inquiries processed per department
Total number of inquiries processed per agent
Response time statistics overall
Response time statistics, per department
Response time statistics, per agent
Searching Mechanisms
System shall utilize search mechanisms and parameters for dynamic
searching
System shall search for records using specified data, including:
Inquiry-related data including, but not limited to:
Inquiry ID (i.e., uniquely identifies the inquiry record)
Inquiry type (i.e., out of a predefined range)
Severity level or priority (i.e., out of a predefined range)
Source of inquiry, including, but not limited to:
Phone call
E-mail inquiry
Web inquiry (i.e., entered at a designated Web site)
Fax inquiry
Live walk-in
Status (i.e., out of a predefined range)
Number of days since creation
Due date and time
Total time spent working on inquiry
Total time spent by specific service agent or user
Change data, inquiry history or audit trail (i.e., essentially, a log of all action
data) including, but not limited to:
Relationship between inquiry, customers and organizations
Description (i.e., free-form data or notes section)
Action-related data: indicate if the application provides:
Date of action
Time of action
Action type (i.e., out of predefined range), including:
Creation
Follow-up
Closure
Reopening
Carbon copy (i.e., spin-off or notification)
Hand-off (i.e., ownership or responsibility transfer)
Suspension for a specified period of time
Service agent/user responsible for action
Time required for action
Action description (i.e., free-form data or notes section)

Page 18

M
M
M
M
M
M

1
1
1
1
1
1

M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1

M
M
M
M
M
M
M
M
M
M
D
D
D
D
D
D

1
1
1
1
1
1
1
1
1
1
2
2
2
2
2
2

Not Offered

Functionality ID

F.20.3
F.20.3.1
F.20.3.2
F.20.3.3
F.20.4
F.20.4.1
F.20.4.2
F.20.4.3
F.20.5
F.20.5.1
F.20.5.2
F.20.5.3
F.20.5.4
F.20.5.5
F.20.6
F.20.6.1
F.20.6.1.1
F.20.6.1.2
F.20.6.2
F.20.6.2.1
F.20.6.2.2
F.20.6.3
F.20.6.3.1
F.20.6.3.2
F.20.6.4
F.20.6.4.1
F.20.6.4.2
F.21
F.21.1
F.21.1.1
F.21.1.2
F.21.1.3
F.21.1.4
F.21.1.4.1
F.21.1.4.2
F.21.1.4.3
F.21.1.4.4
F.21.1.4.5

Description

Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

System shall allow users to conduct searches based on service information,


including, but not limited to:
Type
Version
Responsible agent or department
System shall allow users to conduct searches based on customer-related data
including, but not limited to:
Customer profile: name, contact information, position or organization
Organization profile: organization name, address, contacts or links
Customer satisfaction: from follow-up call after inquiry is closed
System shall allow users to conduct searches based on CSS agent or userrelated data including, but not limited to:
Agent or user profile: name, position, department and contact information

M
M
M
M

1
1
1
1

M
M
M
M

1
1
1
1

Agent or user skills


Agent or user availability
Total time spent by agent or user on all inquiries
Total time spent by agent or user on a specific inquiry
System shall allow users to conduct searches based on general data
including, but not limited to:
Total number of open inquiries
Same as above, per department
Same as above, per agent
Total number of open inquiries of type x (e.g., overdue)
Same as above, per department
Same as above, per agent
Total number of inquiries processed per unit time
Same as above, per department
Same as above, per agent
Response time statistics overall
Same as above, per department
Same as above, per agent
Sorting Functions
System shall allow users to sort listed records by specified inquiry-related data
including, but not limited to:
Inquiry ID (i.e., uniquely identifies the inquiry record)
Inquiry type (i.e., out of a predefined range)
Severity level or priority (i.e., out of a predefined range)
Source of inquiry, including:
Phone call
E-mail inquiry
Web inquiry (i.e., entered at a designated Web site)
Fax inquiry
Live walk-in

M
M
M
M
M

1
1
1
1
1

M
M
M
M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1
1
1
1

M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1

Page 19

Not Offered

Functionality ID

F.21.1.4.6
F.21.1.4.7
F.21.1.4.8
F.21.1.4.9
F.21.1.4.10
F.21.1.4.11
F.21.1.4.12
F.21.1.4.13
F.21.2
F.21.2.1
F.21.2.2
F.21.2.3
F.21.2.3.1
F.21.2.3.2
F.21.2.3.3
F.21.2.3.4
F.21.2.3.5
F.21.2.3.6
F.21.2.3.7
F.21.2.3.8
F.21.2.3.9
F.21.2.3.10
F.21.3
F.21.3.1
F.21.3.2
F.21.3.3
F.21.3.4
F.21.4
F.21.4.1
F.21.4.2
F.21.4.3
F.21.5
F.21.5.1
F.21.5.2
F.21.5.3
F.21.5.4
F.21.5.5
F.21.5.6
F.21.5.7

Description

Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

Status (i.e., out of a predefined range)


Number of days since creation
Due date and time
Total time spent working on inquiry
Total time spent by specific service agent or user
Change data, inquiry history and audit trail (i.e., essentially, a log of all
action data)
Relationship between inquiry, customers and organizations
Description (i.e., free-form data or notes section)
System shall allow users to sort listed records by specified action-related data
including, but not limited to:
Date of action
Time of action
Action type (i.e., out of predefined range), including:
Creation
Follow-up
Closure
Reopening
Carbon copy (i.e., spin-off or notification)
Hand-off (i.e., ownership or responsibility transfer)
Suspension for a specified period of time
Service agent or user responsible for action
Time required for action
Action description (i.e., free-form data or notes section)
System shall sort listed records by specified service-related data including,
but not limited to:
Service information
Service type
Service name
Department responsible
System shall sort records on service information, including, but not limited to:

M
M
M
M
M
D

1
1
1
1
1
2

D
D
M

2
2
1

M
M
M
M
M
M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1
1
1
1
1
1

M
M
M
M
M

1
1
1
1
1

Type
Version
Responsible agent or department
System shall sort listed records by specified customer-related data including,
but not limited to:
Customer profile: name, contact information, position or organization
Organization profile: organization name, address, contacts or links
Contract information or service-level agreements
Customer entitlements
Customer contract value
Customer credit information
Customer satisfaction: from follow-up call after inquiry is closed

M
D
D
M

1
2
2
1

M
M
M
M
M
M
M

1
1
1
1
1
1
1

Page 20

Not Offered

Functionality ID

F.21.6
F.21.6.1
F.21.6.2
F.21.6.3
F.21.6.4
F.21.6.5
F.21.7
F.21.7.1
F.21.7.2
F.21.7.3
F.21.7.4
F.21.7.5
F.21.7.6
F.21.7.7
F.21.7.8
F.21.7.9
F.21.7.10
F.21.8
F.21.9

Description

Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

System shall sort listed records by specified CSS or user-related data


including, but not limited to:
Agent or user profile: name, position and department, contact information

Agent/user skills
Agent/user availability
Total time spent by agent or user on all inquiries
Total time spent by agent or user on a specific inquiry
System shall sort listed records by specified general data including, but not
limited to:
Total number of open inquiries
Same as above, per department
Same as above, per agent
Total number of open inquiries of type x (e.g., overdue)
Same as above, per department
Same as above, per agent
Total number of inquiries processed per unit time
Same as above, per department
Same as above, per agent
Response time statistics overall, per department, per agent.
System shall apply locks at the correct record level for update processing to
ensure correct updating of the data
System shall sort listed records by expected completion date

M
M
M
M
M

1
1
1
1
1

M
M
M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1
1
1

Page 21

Not Offered

Functionality ID

Description

Functionality
Level of
Existing,
Delivered after
Category
Importance (1 out-of-box
CRM app is
(M-andatory, - top; 3 - low) functionality
Configured
D-esired)
(included in
price)

WEB SELF-SERVICE
F.22
Web Self-Service Capabilities
F.22.1
System shall provide self-service facilities that can be utilized over the Web

F.22.2

M
M

1
1

M
M

1
1

D
D
D
M
M
D
D
D
D
D
D
D
D

2
2
2
1
1
2
2
2
2
2
2
2
2

F.22.9

System shall route the subscriber to the call center


System Promotions of City and County Programs and Services shall include:
Ability present promotions via the Web self-service interface
System shall allow clients to use electronic services, including:
Create, change or delete a service request
All online and IVR transactions
Initiate a service call
Initiate a change order
Cancel a service call
Request service suspension
System shall download all forms and manuals
System Personal Profiles shall include:
Ability for clients to develop personal profiles that are accessible to the
organization
System shall allow clients to update or keep current the following via the Web:

F.22.9.1
F.22.9.2
F.22.9.3
F.22.10
F.22.11

Call history and status of any outstanding requests with the organization
Demographic information
Hobbies, interests or lifestyle preferences
System shall allow other members of a household to develop a profile
System shall design and broadcast promotions that appeal to specific profiles

D
D
D
D
D

2
2
2
2
2

F.22.3
F.22.3.1
F.22.3.2
F.22.3.3

F.22.4
F.22.4.1
F.22.4.2
F.22.4.3
F.22.4.4
F.22.5
F.22.5.1
F.22.6
F.22.6.1
F.22.6.2
F.22.6.3
F.22.6.4
F.22.6.5
F.22.6.6
F.22.7
F.22.8
F.22.8.1

System shall support the presentation of information through a limitless


number of Web links accessible to self-selected customers
System Account Review shall include the following:
System shall allow clients to review the status of a service request or their
service request history
System shall allow clients to access service requests by using a Request ID
or a personal account number created on an opt-in basis
System shall provide a fully automated system for assisting clients with
creating an optional account id and password or discovering lost or
forgotten log in information
System Trouble-Shooting shall include the following:
System shall allow customers to trouble-shoot issues with services via a
Web site
System shall provide a trouble-shooting guide on the Web site that is
interactive and intuitive
System shall track user's activity when they are attempting to resolve issues

Page 22

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

F.22.12
F.22.13
F.22.14
F.22.15
F.22.16
F.22.17
F.22.18

F.22.19

F.22.20
F.22.21

F.22.22

F.22.23
F.22.24
F.22.25

Description

Functionality
Level of
Existing,
Delivered after
Category
Importance (1 out-of-box
CRM app is
(M-andatory, - top; 3 - low) functionality
Configured
D-esired)
(included in
price)

System shall allow subscribers to change geographic location of receipt of


services
System shall allow subscribers to change the address where services would
be received without human intervention
System shall allow customers to confirm that a new address has access to
services via a Web site
System shall allow customers to register a change of address and
automatically receive e-mail confirmations
System shall have customer records carried through to a new address
System shall have the ability to provide a public web site with a single entry
point that will be accessed from the city's home page.
System shall have the Ability for the public web site to allow the citizen to
enter a word or phrase to navigate to the correct link, or view a list of
departments.
System shall have the ability for the public web site to interface to the CRM
tools database and route the transaction to the appropriate department.

D
D

2
2

System shall have the ability for the public web site to provide instructions for
non-English speaking individuals.
System shall have the ability to tailor the web entry forms for public use to a
subset of transactions used by the city. The client will determine which
transactions are available for public web reporting.
System shall have the ability for web entry forms for the public to use the
same business-defined editing rules as transactions entered by a city
operator.
System shall have the ability to post web entries as real-time transactions to
the CRM database.
System shall have the ability to validate data and automate processes within
the web entry forms to assist customer self-services access.
System shall have the ability to integrate web entry forms with multi-queue
workflow.

Page 23

Delivered after
Major
modification
(included in
price)

Not Offered

Functionality ID

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance (1
of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

CONTACT CENTER MANAGEMENT


F.23
Alerts and Notifications
System shall automatically alert or notify an agent or supervisor after certain
F.23.1
thresholds have been met
F.23.2
System shall automatically alert or notify an agent or supervisor when
specified inquiry-related data meet certain conditions, including, but not
limited to the following:
F.23.2.1
Inquiry ID (i.e., uniquely identifies the inquiry record)
F.23.2.2
Inquiry type (i.e., out of a predefined range)
F.23.2.3
Severity level or priority (i.e., out of a predefined range)
F.23.2.4
Status (i.e., out of a predefined range)
F.23.2.5
Number of days since creation
F.23.2.6
Due date and time
F.23.2.7
Total time spent working on inquiry
F.23.2.8
Total time spent by specific service agent or user
F.23.2.9
Relationship between inquiry, customers and organizations
F.23.3
System shall automatically alert or notify an agent or supervisor when
specified action-related data meet certain conditions, including, but not limited
to the following:
F.23.3.1
Date and time of action
F.23.3.2
Action type (i.e., out of predefined range).
F.23.3.3
Examples include creation, closure, spin-off, hand-off or call
F.23.3.4
Service agent or user responsible for action
F.23.3.5
Time required for action
F.23.3.6
Action description (i.e., free form data or notes section)
System shall automatically alert or notify an agent or supervisor when
F.23.4
specified service-related data meet certain conditions, including, but not
limited to the following:
F.23.4.1
Service information
F.23.4.2
Service type
F.23.4.3
Service name
F.23.4.4
Department responsible (allow for internal and external City agencies)
F.23.5
System shall automatically alert or notify an agent or supervisor when
specified customer-related data meet certain conditions, including, but not
limited to the following:
F.23.5.1
Customer profile: name, contact information, position or organization
F.23.5.2
Organization profile: organization name, address, contacts or links
F.23.5.3
Customer satisfaction: from follow-up call after inquiry is closed
F.23.6
System shall automatically alert or notify an agent or supervisor when
specified CSS agent or user-related data meet certain conditions, including,
but not limited to the following:
F.23.6.1
Agent or user profile: name, position, department, contact information
F.23.6.2
Agent or user skills
F.23.6.3
Agent or user availability
F.23.6.4
Total time spent by agent or user on all inquiries
F.23.6.5
Total time spent by agent or user on a specific inquiry

Page 24

M
M
M
M
M
M
M
M
D
M

1
1
1
1
1
1
1
1
2
1

M
M
M
M
M
D
M

1
1
1
1
1
2
1

M
M
M
M
M

1
1
1
1
1

M
M
D
M

1
1
2
1

M
D
M
M
M

1
2
1
1
1

Not Offered

Functionality ID

F.23.7

F.23.7.1
F.23.7.2
F.23.7.3
F.23.7.4
F.23.7.5
F.23.7.6
F.24
F.24.1
F.24.2
F.24.3
F.24.4
F.24.5
F.24.6
F.24.7
F.24.8
F.24.9
F.24.10
F.24.11
F.24.12
F.24.13
F.24.14
F.24.14.1
F.24.14.2
F.24.14.3
F.24.14.4
F.24.14.5
F.24.14.6
F.24.14.7
F.24.14.8
F.24.14.9
F.24.14.10
F.24.14.11
F.24.14.12
F.24.14.13
F.24.14.14
F.24.14.15

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance (1
of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

System shall automatically alert or notify an agent or supervisor when


specified general data meet certain conditions, including, but not limited to the
following:
Total number of open inquiries
Same as above, per department
Same as above, per agent
Total number of open inquiries of type x (e.g., overdue)
Same as above, per department
Same as above, per agent
Escalation Capabilities for Services Activities
System shall provide functions for executing user follow up and accountability
activities
System shall provide functionality for escalation management
System shall define sets of activities or procedures for specified categories of
service requests
System shall support prioritization of activities
System shall conduct an audit of all outstanding issues
System shall automatically invoke a specific activity or procedure as a result
of a predefined event
System shall invoke a specific activity or procedure on demand by agents
System shall allow thresholds to be defined based on business process rules
that initiate events when exceeded
System shall automatically escalate overdue issues
System shall automatically escalate inquiries defined as representing
repeated complaints
System shall escalate issues to enforce accountabilities and resolution
System shall highlight overdue events using a traffic-light system (or similar)

M
M
M
M
M
M

1
1
1
1
1
1

M
M

1
1

M
M
M

1
1
1

M
M

1
1

M
M

1
1

M
M

1
1

System shall define activities that require authorization based on business


process rules
System shall provide the following escalation capabilities:
Manual hand-off of an individual inquiry to individual service agent
Manual hand-off of an individual inquiry to multiple service agents
Manual hand-off of multiple inquiries to individual service agents
Manual hand-off of multiple inquiries to multiple service agents
Manual carbon copy (i.e., copy in appropriate peers or managers) of an
individual inquiry to individual service agent
Manual carbon copy of an individual inquiry to multiple service agents
Manual carbon copy of multiple inquiries to individual service agents
Manual carbon copy of multiple inquiries to multiple service agents
Automatic hand-off of an individual inquiry by customer or account
Automatic hand-off by problem type
Automatic hand-off by status
Automatic hand-off by severity level
Automatic hand-off by date and time (i.e., calendar routing)
Automatic hand-off according to agent or analyst availability
Automatic hand-off by other criteria

M
M
M
M
M
D

1
1
1
1
1
2

D
D
D
D
D
D
D
D
D
D

2
2
2
2
2
2
2
2
2
2

Page 25

Not Offered

Functionality ID

F.24.14.16

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance (1
of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)
D

F.24.14.17
F.24.14.18
F.24.14.19
F.24.14.20

Automatic carbon copy (i.e., copy in appropriate peers or managers) of an


individual inquiry by customer or account
Automatic carbon copy by problem type
Automatic carbon copy by status
Automatic carbon copy by severity level
Automatic carbon copy generated by date and time (i.e., calendar routing)

D
D
D
D

2
2
2
2

F.24.14.21

Automatic carbon copy generated according to agent or analyst availability

F.24.14.22
F.24.14.23
F.24.14.24

Automatic hand-off by other criteria


Automatic notification of hand-offs to all agents or analysts involved
Automatic end-of-shift routing (i.e., to avoid inquiries being left in limbo
when a shift ends)
Automatically increase severity level when number of inquiries per agent
exceeds a threshold
Automatically increase severity level when open time exceeds a threshold

D
D
D

2
2
2

Automatically change the severity level when user-defined criteria are


satisfied
Workflow Assignment
System shall provide a workflow engine or work-routing capabilities
System shall create and manage administrative workgroups
System shall assign work to different groups or service agents for resolution,
and maintain listing of assignments
System shall assign work to external parties or subcontractors
System shall provide the following inquiry assignment capabilities:
Manual assignment of an inquiry to a particular agent or specialist
Automatic assignment by customer or account
Automatic assignment by problem type
Automatic assignment by status
Automatic assignment by severity level
Automatic assignment by date and time (i.e., calendar routing)
Automatic assignment according to agent or analyst availability
Skills database for agents or specialist
System shall suggest best agent for an inquiry according to agent or analyst
skills
System shall automatically assign best agent according to agent or specialist
skills
System shall support reassignment of work to another agent or group of
service agents when an agent is absent (e.g., sick, out to lunch, late to work
or prematurely departed)
System shall flag and alert if more than one service agent is working on a
particular inquiry
System shall flag excessive reassignment of inquiry records
System shall flag excessive number of inquiries per agent
System shall provide the following additional workflow related capabilities:

M
M
M

1
1
1

M
M
M
M
M
M
M
M
M
D
D

1
1
1
1
1
1
1
1
1
2
2

D
D
D

2
2
2

F.24.14.25
F.24.14.26
F.24.14.27
F.25
F.25.1
F.25.2
F.25.3
F.25.4
F.25.5
F.25.5.1
F.25.5.2
F.25.5.3
F.25.5.4
F.25.5.5
F.25.5.6
F.25.5.7
F.25.5.8
F.25.6
F.25.7
F.25.8

F.25.9
F.25.10
F.25.11
F.25.12

Page 26

Not Offered

Functionality ID

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance (1
of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

F.25.12.1
F.25.12.2
F.25.12.3
F.25.12.4
F.26

Internal messaging between service agents


Internet messaging with non-service agents
Staff modeling
Project management
Quality Assurance/View/Search/Sort Capabilities Workload Review
Capabilities

D
D
D
D

2
2
2
2

F.26.1
F.26.2

System shall support quality assurance records.


System shall create quality assurance records derived from incident reports.

M
M

1
1

F.26.3

System shall create and maintain quality assurance records encompassing


the following:
Incident description
Priority
Current status
Service(s) involved
Source of record
Source of problem or incident
Type of problem
Agent assigned to resolve incident
System shall track service incidents
System shall track corrective actions or resolution of service incidents
System shall prioritize resolution of service incidents
System shall prioritize resolution of service incidents by customer type
System shall prioritize resolution of service incidents by account history
System shall track change requests
System shall track change requests by customer
System shall link quality assurance records to customers who reported
problems
System shall link quality assurance record with specific support or service
incidents
System shall link a quality assurance record to multiple customers
System shall link a quality assurance record to service issues
System shall provide unlimited user-defined fields for tracking information
pertinent to quality assurance
System shall permit unlimited entry of comments regarding the problem and
correction
System shall permit use of multi-level resolution code(s) for different
departments
System shall manage complaints and the following related activities:
Follow-up
Allocation and tracking of complaints to external parties
Recognition
Quality
Escalation
Reasons
Tasks
Actions

M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1

M
M
M

1
1
1

M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1

F.26.3.1
F.26.3.2
F.26.3.3
F.26.3.4
F.26.3.5
F.26.3.6
F.26.3.7
F.26.3.8
F.26.4
F.26.5
F.26.6
F.26.7
F.26.8
F.26.9
F.26.10
F.26.11
F.26.12
F.26.13
F.26.14
F.26.15
F.26.16
F.26.17
F.26.18
F.26.18.1
F.26.18.2
F.26.18.3
F.26.18.4
F.26.18.5
F.26.18.6
F.26.18.7
F.26.18.8

Page 27

Not Offered

Functionality ID

F.26.18.9
F.26.18.10
F.26.18.11
F.26.19
F.26.20
F.26.21
F.26.22
F.26.23
F.26.24

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance (1
of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

Resolutions
Satisfaction levels
Letters or correspondence
System shall allow service agents to review personal workloads at any point in
time
System shall register and review follow-up activity
System shall allow service agents the flexibility to select for review any
combination of opened, closed or new records
System shall allow different views of inquiries to be visible to all agents
depending on their position in the organization
System shall allow a supervisor to review the workload of an individual service
agent
System shall allow a supervisor to review the workload of an entire team or
group of service agents

Page 28

M
M
M
M

1
1
1
1

M
D

1
2

Not Offered

Functionality ID

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance
of-box
CRM app is
Major
(M-andatory, D- (1 - top; 3 functionality
Configured
modification
esired)
low)
(included in
(included in
price)
price)

Work Order Management


F.27
General
System shall provide the ability to establish work queues for each
F.27.1
department for routing of requests.
System shall provide the ability to automatically route the individual service
F.27.2
request to the responsible department upon the completion of the information
collection process.
F.27.3
System shall provide the ability to route a request to other department(s)
during the life cycle of the request.
F.27.4
System shall provide the ability to record the date, time and person who
assigned or transferred a request to a department.
F.27.5
System shall provide the ability to provide a history of work order routing
F.27.6
System shall provide the ability to change a service request type and re-route
or transfer to a different department
F.27.7
System shall provide the ability to provide flexible and on demand sorting of
the work queue by fields such as transaction type, date, and priority.
F.27.8
System shall provide the ability to reference and track multiple work orders by
project/event, type, category/classification (trade), or area.
F.27.9
System shall provide the ability to dynamically refresh the work queue display
as new requests are routed and received.
F.27.10
System shall provide the ability to designate or flag as requests as new
requests.
F.27.11
System shall provide the ability to view any work orders or portions of work
orders assigned to any department.
F.27.12
System shall provide the ability to preview work orders that may be
automatically generated by the system.
F.27.13
System shall provide the ability to selectively generate work order(s) that
relate to a request (transaction) entered into the CRM database.
System shall provide the ability to generate work order(s) that automatically
F.27.14
create a request (transaction) into the CRM database.
F.27.15
System shall provide the ability to generate work orders for cyclical and noncyclical preventive or corrective maintenance schedules (date or counter
tables) based on user-defined criteria (i.e. daily, weekly, monthly, etc.)
F.27.16
F.27.17
F.27.18
F.27.19
F.27.20
F.27.21
F.27.22

System shall provide the ability to copy a work order to create a new one.
System shall provide the ability to customize the appearance and content of a
work order.
System shall provide the ability to create templates for work orders and
service requests based on type of work.
System shall provide the ability to record the person who issued or updated
the work order, based on user ID.
System shall provide the ability to issue multiple work orders per transaction
(request).
System shall provide the ability to assign multiple departments to one work
order.
System shall provide the ability to print, email or fax work orders.

Page 29

M
M

1
1

D
D

2
2

Not Offered

Functionality ID

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance
of-box
CRM app is
Major
(M-andatory, D- (1 - top; 3 functionality
Configured
modification
esired)
low)
(included in
(included in
price)
price)

F.27.23

System shall provide the ability to automatically or manually assign staff,


inspectors, or work crews by department or work division area (geographic).

F.27.24

System shall provide the ability to itemize and prioritize all activities within a
work order.
System shall provide the ability to change the priority of an existing work
order, or line item on a work order (i.e., standard to emergency).
System shall provide the ability to capture status dates such as receipt,
assignment/approval, effective/start, projected/targeted start, projected time
interval, expected completion, suspense, resume, completed and/or close
dates based on user-defined parameters.

System shall provide the ability to assign time intervals itemizing a task or
event within a work order as prescribed by user.
System shall provide the ability to manually or automatically send an email
alert for past due work order activities.
System shall provide the ability to generate a pop-up window to capture and
view images associated with a work order.
System shall provide the ability to list equipment and materials that will be
used to complete the work order.
System shall provide the ability to assign status codes to work orders and
work order tasks.
System shall provide the ability to define valid status codes by work order
type.
System shall provide the ability to suspend (interrupt) and resume work order
by an authorized user.
System shall provide the ability to assign a status reason code or classify a
work order status, such as closed satisfied with work results or re-opened
adjustments needed.
System shall provide the ability to recognize a work order as closed when the
completion and finalization criteria have been met.
System shall provide the ability to identify service requests that are eligible for
close based on the status of the work order.
System shall provide the ability to automatically close a service request based
on work order activity completion for routine requests.
System shall provide the ability to enter notes on a work order that will
describe actions taken by the city crew. Notes will be free form text entry that
is unlimited in length.
System shall provide the ability to identify relevant project and cost data for
related work orders
System shall provide the ability to itemize and track expenses for work orders
by type of cost (i.e. materials, labor, contract, etc.).
System shall provide the ability to interface work order costs to city billing
systems.
System shall provide the ability to generate a TO DO list for resolution activity
work orders assigned to a specific staff member or work crew/group.

F.27.25
F.27.26

F.27.27
F.27.28
F.27.29
F.27.30
F.27.31
F.27.32
F.27.33
F.27.34

F.27.35
F.27.36
F.27.37
F.27.38

F.27.39
F.27.40
F.27.41
F.27.42

F.27.43

System shall provide the ability to cross-reference work orders to location data
and/or any related assets
Page 30

Not Offered

Functionality ID

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance
of-box
CRM app is
Major
(M-andatory, D- (1 - top; 3 functionality
Configured
modification
esired)
low)
(included in
(included in
price)
price)

F.27.44

System shall provide the ability to automatically create work orders from Work
Breakdown Structure (WBS) activities and/or work plan activities (i.e.
preventative or corrective maintenance or inspections) as prescribed by user

F.27.45

System shall provide the ability to create work orders for preventive and adhoc maintenance of fixed and moveable assets
System shall provide the ability to produce work orders under a task(s)
schedule and bill independently of each other (by percentage, milestones,
progress, etc.)
System shall provide the ability to cross-reference all work orders to an asset
or associate an asset to all work orders
System shall provide the ability to generate multiple work orders from a
specific or group of tasks scheduled and processed independently of each
other or as a cluster for a specific or multiple items
System shall provide the ability to group or cluster work orders by most
efficient routing (manually, geographically)
System shall provide the ability to trigger events as a result of a particular
condition (failure)
System shall provide the ability to query records and mass re-assign them to
a specific group member on the allowable staff list
System shall provide the ability to capture activity specific information for each
activity location

F.27.46

F.27.47
F.27.48

F.27.49
F.27.50
F.27.51
F.27.52

Page 31

Not Offered

Functionality ID

GIS
F.28
F.28.1

Description

Functionality
Category
(M-andatory,
D-esired)

General
System shall provide the ability to view a service request location on a map in
an associated window if the location is validated against GIS
System shall provide the ability to import GIS data
System shall provide the ability to access GIS data from the intake, resolution,
or query functions
System shall provide the ability to display GIS attribute by unique entity or
ranges
System shall provide the ability to query from the mapping screen itself using a
simple drawing tool or by pre-selected query of a GIS layer based on its
attribute information
System shall provide the ability to perform basic map viewing functions
including display, query, and analyze dynamic map data in the CRM-WOM
map display window
System shall provide the ability to zoom in, zoom out, and pan a map images
System shall provide the ability to locate, link and/or attach GIS maps /
overlays or images to a customer service request as prescribed by the user

Level of
Existing,
Importance (1 out-of-box
- top; 3 - low) functionality

M
M

1
1

D
D

2
2

System shall provide the ability to directly connect calls, services requests,
and work orders to assets, which are stored in GIS (e.g., street centerlines,
poles, and intersections)
System shall provide the ability to group by any combination of the following:

F.28.10.1
F.28.10.2
F.28.10.3
F.28.10.4
F.28.10.5
F.28.10.6
F.28.10.7
F.28.10.8

User defined boundaries (ward, district, precinct)


Service request types
Status
Priority
Department
Name of the individual requesting the service
Location
Work crews and proximity to specific locations or functions (block events)

D
D
D
D
D
D
D
D

2
2
2
2
2
2
2
2

F.28.10.9
F.28.11

Condition of assets
System shall provide the ability to enter a request via the Internet or Intranet
allowing the requestor to specify the location of the incident on a map

D
D

2
2

F.28.12

System shall provide the ability to access GIS and other asset or location
(building, sidewalk, intersection) from a remote device (wireless or
synchronization)
System shall provide the ability to pinpoint location of service call on a map, by
address matching to a street centerline or a parcel base and then fine tuning
the location using map features (addresses matching to street centerline and
parcel base must both be available in the software)

F.28.2
F.28.3
F.28.4
F.28.5

F.28.6

F.28.7
F.28.8

F.28.9

F.28.10

F.28.13

Page 32

Delivered after
CRM app is
Configured
(included in
price)

Delivered
after Major
modification
(included in
price)

Not Offered

Functionality ID

Description

Functionality
Category
(M-andatory,
D-esired)

System shall provide the ability to establish multiple maps based on


hierarchical levels of mapping to any/all processes and when viewing work
orders
System shall provide the ability to identify and query nearby requests on a map
which are coded by service request from call center, request for service and/or
work order views
System shall provide the ability to select map object and display features on a
map and display data associated with calls, service requests and/or work
orders along with any data attributes associated with GIS
System shall provide the ability to view open requests via a GIS display for all
work orders, symbolized by one or more attributes
System shall provide the ability to use GIS mapping to assist CSRs in
identifying related calls, by displaying related calls or events, by displaying
relative information on a map coded by user defined criteria
System shall provide the ability to predefine the map extent at which each
layer is visible on the display (e.g., street names, parcels, service requests,
work orders)

System shall provide the ability to use GIS mapping to assist managers to
consolidate service request and organize work crews
System shall provide the ability to generate/incorporate a map directly from the
GIS and attach, print or plot it to a service request or work order record

F.28.22

System shall provide the ability to update reference inventory and/or assets on
a GIS data layer as prescribed by specific task(s), including the ability by
authorized personnel to edit the GIS data layers containing the assets.

F.28.23

System shall provide the ability to display history of asset maintenance on a


map, by either single or multiple asset types
System shall provide the ability to map GIS data (e.g., centerline or parcels)
using one or more attributes from an external table
System shall provide the ability to display maps online
System shall provide the ability for users to start and define the query in the
CRM map window by either selecting a pre-defined geo-area or selecting an
area by drawing a polygon
System shall provide the ability for users to modify scale, size and print maps
generated from the CRM application to display service request query result
locations
System shall provide the ability for users to query service requests previously
entered into the system using various selection criteria and see the query
result locations on a map
System shall provide the ability to print maps.
System shall provide the ability to upload and display topographical or aerial
maps to help city personnel locate and understand the nature of a request.

D
D

2
2

D
D

2
2

F.28.14

F.28.15

F.28.16

F.28.17
F.28.18

F.28.19

F.28.20
F.28.21

F.28.24
F.28.25
F.28.26

F.28.27

F.28.28

F.28.29
F.28.30

Page 33

Level of
Existing,
Importance (1 out-of-box
- top; 3 - low) functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered
after Major
modification
(included in
price)

Not Offered

Functionality ID

Description

Functionality
Category
(M-andatory,
D-esired)

Page 34

Level of
Existing,
Importance (1 out-of-box
- top; 3 - low) functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered
after Major
modification
(included in
price)

Not Offered

Functionality ID

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance (1
of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

ANALYSIS AND REPORTING


F.29
General
F.29.1
System shall have the ability to view reports online and print preview (printer
friendly).
F.29.2
System shall have the ability to create, modify, save, and distribute standard
reports.
F.29.3
System shall have the ability to create, modify, save, and distribute ad hoc
reports.
F.29.4
System shall have the ability to print and distribute reports remotely, locally
and at the agency, department and central location.
F.29.5
System shall have the ability to define reporting access on multiple levels.
F.29.6
System shall have the ability to distribute reports manually, by fax, and
electronically (email).
F.29.7
System shall have the ability to forward reports, letters or messages via email
to an individual or group of individuals.
F.29.8
System shall have the ability to regenerate/reprint a report that was previously
generated.
F.29.9
System shall have the ability to provide enterprise-wide reporting capability
showing performance across all departments that utilizes it.
F.29.10
System shall have the ability to forecast and perform what-if scenarios based
on historical, current and projected data.
F.29.11
System shall have the ability to create statistical reporting, including analysis
of actual versus planned activity.
F.29.12
System shall have the ability to provide statistical reports that show a detailed
snapshot across various performance measures during the time period
selected.
F.29.13
System shall have the ability to provide daily transaction counts for various
transaction types and by one or many districts.
F.29.14
System shall have the ability to report requests by origin, such as in person,
email, phone, fax, or web.
F.29.15
System shall have the ability to provide an Ad hoc reporting facility that will
allow parameter driven selection, ascending or descending sorting of
specified fields, and conditional logic.
System shall have the ability to create report based upon user defined
F.29.16
grouping criteria (i.e., geography, chronology, and type of work).
System shall have the ability to incorporate text and/or images (GIS
F.29.17
information or pictures) within a report.
System shall have the ability to incorporate maps into reports of analytical
F.29.18
data.
System shall have the ability to produce tabular reports based on user defined
F.29.19
criteria.
System shall have the ability to create status reports based on user defined
F.29.20
criteria.
F.29.21
System shall have the ability to include statistical charts and graphs on the
reports.
F.29.22
System shall have the ability to generate reports with computed fields (i.e.
variances, percentage and statistics).
Page 35

M
M

1
1

Not Offered

Functionality ID

F.29.23

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance (1
of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

System shall have the ability to aggregate data into hourly, daily, monthly and
annual statistics.
System shall have the ability for users to define the time interval for a report
(daily, month-to-date, month end, quarterly, year-to-date, and annually).

System shall have the ability to include summary and detail data on a report
containing service request number, type, location, input data, area, status,
group name, and comments.
System shall have the ability to group reporting data by any field with
subtotaling and sort orders.
System shall have the ability to add notes electronically to reports.
System shall have the ability to easily generate query logic.
System shall have the ability to search the database for transactions that
include specified keywords or phrases.
System shall have the ability to search the database for transactions that fall
within user specified parameters or user specified conditional logic (and/or).

D
D
M

2
2
1

System shall have the ability to isolate and report requests that involve fees or
other financial information.
System shall have the ability for report data to be formatted and exported to
Microsoft Office products such as Word and Excel.
System shall have the ability to produce reports using wizards or templates.

F.29.34

System shall have the ability to provide management reporting for service
request and work order management counts in tabular and graphical reports.

F.29.35

System shall have the ability to print requests, complete with all information
associated with the requests, including history, work orders, and notes.

F.29.36

System shall have the ability to report requests by type, status, location,
date/time, department, priority, and other user defined fields.
System shall have the ability to print work orders, complete with all information
associated with work orders, including history and notes.
System shall have the ability to report work orders by type, status, location,
date/time, department, priority, and other user defined fields.
System shall have the ability to set service level agreements that can be
measured.
System shall have the ability to create report that show escalated issues,
according to customizable procedures (i.e., missed targets).
System shall have the ability to report analysis of service levels to help
pinpoint problem areas based on schedule delays and missed completion
dates using dates and statuses of requests and work orders.
System shall have the ability to create and report an audit trail for all data
changes (for example, date and time stamp, user name, from/to values,
attachment of documents).

F.29.24

F.29.25

F.29.26
F.29.27
F.29.28
F.29.29
F.29.30

F.29.31
F.29.32
F.29.33

F.29.37
F.29.38
F.29.39
F.29.40
F.29.41

F.29.42

F.30

Service Activities Reporting


Page 36

Not Offered

Functionality ID

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance (1
of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

F.30.1

System shall natively service reporting capabilities. (Natively means the


reports are directly and automatically generated from the application or a
seamlessly integrated component of the application suite without requiring
any customization.)

F.30.2

M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1

M
M
M
M
M
M
M
M
M
D
M
M
M

1
1
1
1
1
1
1
1
1
2
1
1
1

F.30.6.1
F.30.6.2
F.30.6.3
F.30.6.4
F.30.7

System shall support the native production of reports based on the following
inquiry-related data:
Inquiry ID (i.e., uniquely identifies the inquiry record)
Inquiry type (i.e., out of a predefined range)
Severity level or priority (i.e., out of a predefined range)
Status (i.e., out of a predefined range)
Number of days since creation
Due date and time
Total time spent working on inquiry
Total time spent by specific service agent or user
System shall change data, inquiry history and audit trail (i.e., essentially, a log
of all action data)
Relationship between inquiry, customers and organizations
Description (i.e., free-form data or notes section)
System shall report on action-related data including, but not limited to:
Date and time of action
Action type (i.e., out of predefined range).
Examples are creation, closure, alert, handoff or call
Service agent or user responsible for action
Time required for action
Action description (i.e., free-form data or notes section)
Collateral sent to a customer in response to a service event
System shall report on service-related data including, but not limited to:
Reporting on inquiries for service information
System shall report on customer-related data where possible including, but
not limited to:
Customer profile: name, contact information, position or organization
Organization profile: organization name, addresses contacts or links
Service outcome
Customer satisfaction (i.e., from follow-up call after inquiry is closed)
System shall report on CSS agent-related data including, but not limited to:

M
M
M
D
M

1
1
1
2
1

F.30.7.1

Service agent profile: name, position, department and contact information

M
M
M
M

1
1
1
1

D
M
M

2
1
1

F.30.2.1
F.30.2.2
F.30.2.3
F.30.2.4
F.30.2.5
F.30.2.6
F.30.2.7
F.30.2.8
F.30.3
F.30.3.1
F.30.3.2
F.30.4
F.30.4.1
F.30.4.2
F.30.4.3
F.30.4.4
F.30.4.5
F.30.4.6
F.30.4.7
F.30.5
F.30.5.1
F.30.6

F.30.7.2
F.30.7.3
F.30.7.4
F.30.7.5
F.31
F.31.1
F.31.1.1
F.31.1.2
F.31.1.3

Service agent skills


Service agent availability
Total time spent by agent or user on all inquiries
Total time spent by agent or user on a specific inquiry
Service Inquiry Statistics on Call Center Performance
System shall support key performance indicators for call center activities
stored and tracked in real-time at the desktop, including:
Grade of service overall
Average handling time
Abandonment rate
Page 37

Not Offered

Functionality ID

F.31.2
F.31.3
F.31.4
F.31.5
F.31.6
F.31.7
F.31.7.1
F.31.7.2
F.31.7.3
F.31.7.4
F.31.7.5
F.31.7.6
F.31.7.7
F.31.7.8
F.31.7.9
F.31.7.10
F.31.7.11
F.31.7.12
F.31.7.13
F.31.7.14
F.31.7.15
F.31.8
F.31.8.1
F.31.8.2
F.31.8.3
F.31.8.4
F.31.8.5
F.31.8.6
F.31.8.7
F.31.8.8
F.31.8.9
F.31.8.10
F.31.8.11
F.31.8.12
F.31.8.13
F.31.9
F.31.9.1
F.31.9.2
F.31.9.3

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance (1
of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

System shall support different evaluation models based on call type and
average handling time
System shall allow call type to be broken down into specified tasks with
average handling times calculated at this level
System shall allow all data stored in the call model to be used to analyze
performance of personnel
System shall allow targets and actuals to be stored for different time intervals
(i.e., weekly, monthly, yearly and accessible in real-time)
System shall capture statistics on each inquiry's lifetime in the system realtime and historically?
System shall support reporting on inquiry-related statistics, including:
Total number of open inquiries
Total number of open inquiries, per department
Total number of open inquiries, per agent
Total number of open inquiries of type x (e.g., overdue, urgent or
cancelled)
Total number of open inquiries of type x (e.g., overdue, urgent or
cancelled), per department
Total number of open inquiries of type x (e.g., overdue, urgent or
cancelled), per agent
Total number of inquiries processed per unit time
Total number of inquiries processed per unit time, per department
Total number of inquiries processed per unit time, per agent
Overall response time statistics
Overall response time statistics, per department
Overall response time statistics, per agent
Average response time statistics
Average response time statistics, per department
Average response time statistics, per agent
System shall provide performance statistics on a per agent basis, including,
but
not limited
to thetime
following:
Average
elapsed
per inquiry
Maximum elapsed time per inquiry
Minimum elapsed time per inquiry
Percentage of inquiries closed within a specified period of time
Percentage of inquiries escalated or handed off
Total number of inquiries handled hourly
Total number of inquiries handled daily
Total number of inquiries handled weekly
Total number of inquiries handled monthly
Average number of inquiries handled hourly
Average number of inquiries handled daily
Average number of inquiries handled weekly
Average number of inquiries handled monthly
System shall provide statistics pertaining to organizational performance:
Percentage of calls closed within specified parameters
Percentage of calls closed within specified periods of time
Percentage of calls closed within specified time parameter per designated
tier
Page 38

M
M
M
M
M

1
1
1
1
1

M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M

1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1

Not Offered

Functionality ID

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance (1
of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

F.31.9.4
F.31.9.5
F.31.9.6
F.31.9.7
F.31.9.8
F.31.9.9
F.31.9.10
F.31.9.11
F.31.10

Total number of inquiries handled hourly per department


Total number of inquiries handled daily per department
Total number of inquiries handled weekly per department
Total number of inquiries handled monthly per department
Average number of inquiries handled hourly per department
Average number of inquiries handled daily per department
Average number of inquiries handled weekly per department
Average number of inquiries handled monthly per department
System shall automatically calculate the total cost to the customer associated
with an inquiry (i.e., from total time spent, hourly rates or cost of parts)

M
M
M
M
M
M
M
M
D

1
1
1
1
1
1
1
1
2

F.31.11

System shall support analysis of quality assurance records to identify trends

F.31.12
F.31.13

System shall track and generate reports on common complaints


System shall report on the number of inquiries satisfied by the initial support
tier
System shall report on the number of inquiries that were satisfied by
additional support tiers
System shall report on inquiries or service requests submitted via a Web site
or the Internet
System shall allow reopened records to be reported on separately
System shall support reporting on the number of reopened records for a
defined period of time
System shall generate reports on quality assurance-related information,
including:
Track resources invested in resolving incidents
Track work assignments associated with resolving incidents
Track period of time required for resolving incidents
Track resources invested in implementing enhancement request
Track work assignments associated with implementing enhancement
request
Track period of time required for implementing enhancement request
System shall support the following job-costing capabilities:
Track hourly rate for service agents
Track hourly rate for other employees by type or grade
Track cost of services, parts and calls.
Data Collection and Output Support for Analyzing Call-Center Activities

M
D

1
2

D
D

2
2

M
M
M
M
D

1
1
1
1
2

D
M
M
M
M

2
1
1
1
1

System shall integrate telephony data (e.g., how long customer was on hold
or how many transfers were required) integrated with business data (e.g.,
result of call and profile of customer).
System shall support gathering data from all system elements for integrated
reporting of call-center activities, including: switches, servers, applications,
databases, IVRs and Web sites. Please indicate which in comments.

System shall create a historical record for each call that enters the center to
final hang-up This includes when the call is transferred, conferenced or sent
to another location.

F.31.14
F.31.15
F.31.16
F.31.17
F.31.18
F.31.18.1
F.31.18.2
F.31.18.3
F.31.18.4
F.31.18.5
F.31.18.6
F.31.19
F.31.19.1
F.31.19.2
F.31.19.3
F.32
F.32.1

F.32.2

F.32.3

Page 39

Not Offered

Functionality ID

F.32.4
F.32.4.1
F.32.4.2
F.32.4.3
F.32.4.4

Description

Functionality
Level of
Existing, out- Delivered after Delivered after
Category
Importance (1
of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)

System shall support a variety of outputs, including, but not limited to:
Displayed electronically on a screen
Printing to a local printer
Embedded in an e-mail distribution
Published to an Internet, intranet or extranet

M
M
M
M
M

Page 40

1
1
1
1
1

Not Offered

CCSF CRM Technical Functionality


Functionality ID

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

General
System shall provide the ability to deploy the application in the client server
model or through a browser plug-in or through an application service provider

T.1.2

System shall provide the ability to deploy the application in an ASP model

T.1.3

System shall provide the ability to allow for multiple users and distributed
system access.
System shall provide the ability to allow one or more users to view the same
record simultaneously.
System
shall provide the ability to apply locks at the record level for update
processing to ensure correct updating of the data.
System shall provide the ability to allow one or more users to query
information and run reports at the same time.
System shall provide the ability to send message alert to all users with a
banner messaging system.
System shall provide the ability to support real time and batch update
processing.
System shall provide the ability to provide an open architecture for user and
system interfaces based on current and industry-accepted standards,
methods, and protocols such as HTTP, XML, SOAP, FTP, etc.

M
M

1
1

System shall provide the ability to provide non-proprietary extensibility using


standard, commonly available web-based or Microsoft-based tools and
languages.
System shall provide the ability to integrate with standard Microsoft Office
products, including MS Word, MS Excel, MS Access and MS Outlook.
System shall provide the ability to provide wizards and templates for
document creation.
System shall provide the ability to maintain an integrated database that is
used across functionalities (e.g., customer services, work management, GIS,
etc.)
System shall provide the ability to prohibit record deletions. Use statuses to
indicate records that were created in error.
System shall provide the ability to provide cancel/accept feature for any data
entry screen
document
creation.
System
shall or
provide
the ability
to record all queries and changes made to a
customer record. When a change is made, the name of the user making the
change is to be recorded with the date/time of the change, the details of the
change and the reason for the change.

M
M

1
1

System shall provide the ability to track the number of customer-access


attempts via all access channels.
System shall provide the ability to display both codes and related text
descriptions where necessary.
System shall provide the ability to integrate with an IVR system to provide
telephonic data to end users and citizens.
System shall adhere to the accessibility standards adopted by the City as
outlined in the web guidelines ( http://www.sfgov.org/web ) and based on the
W3C level 2 accessibility guidelines ( http://www.w3.org/TR/WCAG10/fullchecklist.html )

TECHNICAL
T.1
T.1.1

T.1.4
T.1.5
T.1.6
T.1.7
T.1.8
T.1.9

T.1.10

T.1.11
T.1.12
T.1.13

T.1.14
T.1.15
T.1.16

T.1.17
T.1.18
T.1.19
T.1.20

T.2

Description

Network/Telecommunications
Page 41

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

CCSF CRM Technical Functionality


Functionality ID

T.2.1
T.2.2
T.2.3

T.2.4
T.3
T.3.1

T.3.2
T.3.3
T.3.4
T.4
T.4.1
T.4.2
T.4.3

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

System shall operate within the existing telecommunications environment


System shall support industry standard network protocols (e.g. TCP/IP)
System shall support at least an estimated call volume of up to 6,500,000
customer interactions per year and a maximum of 700,000 calls per month
and accommodate a potential 20% growth per year
System shall require and support the implementation of City-wide DNS
policies and standards to facilitate City-wide connectivity
Computer Telephony Integration
System shall communicate with the City PBX (Avaya 8700), IVR, and any
other related components to support the overall 3-1-1 strategy and
implementation.
System shall perform functions based on data received from the City PBX,
IVR and related components.

M
M
M

1
1
1

System shall provide softphone telephony functionality and support intelligent


voice-data call transfers
System shall support, where appropriate, Session Initiation Protocol (SIP),
CCXML and related call control standards
Universal Queue Support
System shall support e-mail and Web chat with e-mail solutions
System shall support e-mail/fax/web inquiry handling
System shall support tight integration of universal queuing with externally
based business rules to support City citizen relationship management (CRM)
strategies

M
M
D

1
1
2

T.5
T.5.1

Workflow
System shall provide the ability to transfer collected information with workflow

T.5.2

System shall provide the ability to easily maintain workflow tables to perform
functions including, but not limited to:
Add new workflow group
Add/delete/change member in workflow group
Set permissions for what group can workflow to what other groups
System shall provide the ability for a supervisor/manager to see workflow
assigned within his/her workgroup(s)
System shall provide graphical tools to devise/revise workflow
Integration / Interface
System shall share data with and be integrated with any back end legacy
system to support City citizen relationship management (CRM) strategies
System shall utilize industry-standard Application Programming Interfaces
(API), adapters, adapter development kits and similar enterprise application
integration (EAI) tools, where possible, to facilitate data transmission

M
M
M
M

1
1
1
1

System shall provide the ability to integrate IVR system with CTI functionality
(e.g. screen pop)
System shall provide the ability to provide an open architecture (nonproprietary) database
System shall provide the ability to accommodate necessary interfaces as new
external systems are developed.

T.5.2.1
T.5.2.2
T.5.2.3
T.5.3
T.5.4
T.6
T.6.1
T.6.2

T.6.3
T.6.4
T.6.5

Page 42

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

CCSF CRM Technical Functionality


Functionality ID

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

T.6.6

System shall provide the ability to interface with existing City systems using a
variety of database systems such as Access, SQL Server, and Oracle

T.6.7

System shall provide the ability to perform bi-directional link/transform


between call center, service request, work orders, and field entry devices
Redundancy and Scalability
System shall ensure that key system modules are redundant with automatic
failure capabilities
System shall be scalable, including, but not limited to:
Customer interaction volume
Network architecture
Cabling design
Workflow
Security
System shall be implemented with a security infrastructure and tools for
protection of programs and data from intentional unauthorized access
attempts as well as security breaches due to accidental causes
System shall provide the ability to secure system to prevent unauthorized use.
System shall provide the ability to protect the system against virus attacks.

M
M
M
M
M

1
1
1
1
1

M
D

1
2

System shall provide the ability to prevent external hacking.


System shall provide the ability to require the user to supply a password that
requires some combination of letters and numbers.
System shall provide the ability to encrypt user IDs and passwords and
impose minimum password lengths
System shall provide the ability to reset passwords (system administrator
only).
System shall provide the ability to force users to change their passwords
periodically.
System shall require and implement SSL encryption for highly sensitive
communication of data
System shall support authentication with City-wide LDAP directories
Accessibility, Reliability, and Flexibility
System should adhere to reliability metrics agreed upon under a negotiated
service level agreement (SLA) with the software vendor
System must provide the ability to proactively monitor system performance
and notify system administrator when problems arise
System shall support remote access for service/maintenance monitoring
Audit
System shall provide audit-tracking reports for user access and usage logs

M
M

1
1

System shall provide the ability to track all log-ins and log-ins failures.
System shall provide transaction logs to record executed functions to facilitate
diagnosis and reconciliation of system errors
System shall provide the ability to provide a full audit trail of every contact and
contact history, together with each and every time a screen is accessed, by
whom, when and where.

M
M

1
1

T.7
T.7.1
T.7.2
T.7.1.1
T.7.1.2
T.7.1.3
T.7.1.4
T.8
T.8.1

T.8.2
T.8.3
T.8.4
T.8.5
T.8.6
T.8.7
T.8.8
T.8.9
T.8.10
T.9
T.9.1
T.9.2
T.9.3
T.10
T.10.1
T.10.2
T.10.3
T.10.4

T.11

Backup and Archive, and Business Continuity

Page 43

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

CCSF CRM Technical Functionality


Functionality ID

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

T.11.1

System shall provide native backup and recovery of critical system tables,
files and other information according to negotiated service level agreements

T.11.2

System shall include business continuity provisions including specific disaster


recovery procedures and appropriate redundancy to avoid disruptions of
service
System shall provide the ability to provide a flexible archiving function wherein
requests can be archived based on department specific rules, which may
include various dates and status settings associated with the requests.

System shall keep 3 years of data online and provide the ability to access
archived data within a reasonably short timeframe.
System Administration
System shall provide the ability to provide System Administration functions.
System Administration functions include all parameter driven set up, including
security functions.
System shall provide the ability to define a system administrator, who will
have access to all functions in the systems, including system administration
and security, as well as all transaction types.
System shall provide the ability to allow multiple groups and roles that govern
individual access to the system and transactions within the system. Users of
the system will be placed in the appropriate group and assigned a role. The
assignment of a group/role will determine whether or not the individual may
access a transaction, and if the access is update or view only.

System shall provide the ability to create any of the service request types
owned by a users group from the field
System shall provide the ability to re-assign a work assignment from the field

System shall provide the ability to perform pre-defined queries from the field
against the CRM system database for those needing to view historical service
request data based on type, location or participants
System shall provide the ability to view, edit and add to related service
request information such as caller/participant data, questions and answers
relating to the task and location information
System shall provide the ability to synchronize data with the system based on
a system defined time value, to ensure that CRM users can access virtually
real-time data at their fingertips

System shall provide the ability of the CRM mobile application to provide
security on a number levels

T.11.3

T.11.4
T.12
T.12.1

T.12.2

T.12.3

T.13
T.13.1
T.13.2
T.13.3
T.13.4

T.13.5
T.13.6
T.13.7

T.13.8

T.13.9

T.13.10

Mobile Support
System shall provide the ability to access service request activity information
from a wireless device
System shall provide the ability to update service request activities from a
wireless device
System shall provide the ability to sort assignments by priority, date, or
location for more effective planning
System shall provide the ability to choose the appropriate outcome of
activities from a list and update the CRM system on the next synchronization

Page 44

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

CCSF CRM Technical Functionality


Functionality ID

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

System shall provide the ability to manage device security through the use if
user groups
System shall provide the ability to support multiple types of wireless devices
including, but not limited to: Compaq, Dell, and Blackberry
System shall provide the ability to send a database email confirmation once
the service request is received from the web
Configuration
System shall provide the ability to define the criteria used to determine
duplicate services requests
System shall provide the ability to set creation options for secondary types of
services requests that can be automatically created and linked to the original
service request, including;
Definition of parent, child, companion and follow-on service request types

Definition of default status and service request type for parent, child,
companion and follow-on service request types
Assignment of the group(s) to which a service request can be ccd
System shall provide the ability to define the query or view access other
groups can have on the service request being defined
System shall provide the ability to define the choices for each list of values
which is used when answering questions during intake and resolution

M
M

1
1

T.14.5

System shall provide the ability for each department to define the resolution
activities with unique duration in days and hours to a service request type

T.14.6

System shall provide the ability to define the default values to be


automatically set when a service request is created
System shall provide the ability to define an choose location alerts that would
be examined based on the location entered for the service request type

System shall provide the ability to define if service request locations require
validation
System shall provide the ability to define the geographical area information
that can be displayed for the location
System shall provide the ability to configure a service request activity with
respect to one or more allowable device types (e.g., text pagers, mobile
phones that accept text messages) in which the activity can be dispatched

System shall provide the ability to define and edit messages the can be
sent/triggered by activities and status updates
System shall provide the ability to allow entry of additional supporting
questions and answers that are not part of the original script
System shall provide the ability to configure message types to be sent at a
particular time after an activity is created
System shall provide the ability to define overdue assignment message(s)
and the number of days to allow
System shall provide the ability to restrict potential assignees for each
associated activity type for a service request definition

T.13.11
T.13.12
T.13.13
T.14
T.14.1
T.14.2

T.14.2.1
T.14.2.2
T.14.2.3
T.14.3
T.14.4

T.14.7

T.14.8
T.14.9
T.14.10

T.14.11
T.14.12
T.14.13
T.14.14
T.14.15

Page 45

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered

CCSF CRM Technical Functionality


Functionality ID

T.14.16

Description

Functionality
Category
(M-andatory,
D-esired)

Level of
Importance
(1 - top; 3 low)

System shall provide the ability to define the script questions to be displayed
and to copy a service request definition for the basis of creating a new service
request definition

Page 46

Existing,
out-of-box
functionality

Delivered after
CRM app is
Configured
(included in
price)

Delivered after
Major
modification
(included in
price)

Not Offered