Inbound Phone - Create Inbound Phone Skill Page
Required security profile permissions: Skills
Specifies the medium, or channel, by which agents with this skill interact with contacts. The options are Chat, Email, Phone Call, Voice Mail, and Work Item. If you are creating a skill for Personal Connection proactive agentless SMS (short message service, otherwise known as text messaging), use the Phone Call value.
|Skill Name||Allows you to give the skill a unique, descriptive name.|
|Specifies whether the skill enables the agent to accept inbound or initiate outbound interactions with contacts.|
|Campaign||Specifies the campaign to which you want to assign the skill.|
|Transferred to Script||Specifies the script that runs when an agent transfers a contact from another skill to this skill.|
|Re-Skill Hours of Operation Profile||Allows you to select an hours of operation profile that controls when agents can transfer a call to the skill. For example, if your accounting department closes at 4:00 PM, you could set this value for the Accounting skill to an hours of operation profile with closed times of 4:00 PM. Agents would then not be able to transfer a call to Accounting after 4:00 PM.|
|Workforce Intelligence Minimum Agents||Specifies the minimum number of agents that must belong to this skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the skill. When the number of agents reaches this number or lower, all skill removal actions, even automatic ones, require approval.|
|Workforce Intelligence Minimum Available Agents||Specifies the minimum number of available agents that must be maintained for this skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the skill. When the number of available agents reaches this number or lower, all skill removal actions, even automatic ones, require approval.|
|Use Screen Pops||When selected, causes the system to launch screen pops with record information when an agent connects to a contact.|
Specifies the time at which the screen pop appears. You can choose from three options:
• Linked — Opens the screen pop when the dialer links the call to an agent, before the contact answers
• Connect — Opens the screen pop when the contact answers the call, before call progress analysis (CPA) begins
• Active — Opens the screen pop after CPA determines the call is live
|Use Custom |
|When selected, enables you to configure custom contact center data to appear in the screen pops for this skill.|
When you select Use Custom Screen Pops, you must select whether the custom data you want to provide is available via an application or a webpage.
|Application||If you select Use Custom Screen Pops and Application, you must enter the path of the .exe application that you want to use for your custom screen pops.|
|Webpage||If you select Use Custom Screen Pops and Webpage, you must enter the URL of the webpage you want to use for your custom screen pops.|
Priority Management While in Queue
|Initial Priority||Specifies the base level priority for all fresh records and retries, but not callbacks, for the skill. The default value is 0.|
Defines how quickly the priority of the skill increases. For Personal Connection, the best practice is to set this value to 0 because there is no queue for people waiting to be answered.
Specifies the maximum priority that a contact using this skill can have. If you choose not to use Acceleration, this value should match the Initial Priority.
|Service Level Threshold||Specifies the number of seconds in which agents must respond to meet either a service level agreement (SLA) or your own required service level. For example, if your SLA for this skill is to have 80% of contacts responded to in 20 seconds, enter a value of 20.|
|Service Level Goal||
Specifies the number, expressed as a percentage, of contacts which must be responded to by the Service Level Threshold. For example, if your SLA for this skill is to have 80% of contacts responded to in 20 seconds, enter a value of 80.
|Enable Short Abandon Threshold||If selected, allows data collection and reporting on contacts that fall within the skill-specified Short Abandon Threshold.|
|Short Abandon Threshold||Specifies an Interval, defined by seconds. Characterized by queued contacts that end prior to being delivered to an agent and before the time specified in the Short Abandon Threshold. The default value is 15. For example, if the value is set to 10, and a contact ends after seven seconds without being delivered to an agent, the contact would be reported as a short abandon.|
COUNT ABANDONS AGAINST SERVICE LEVEL
If selected, short abandons (defined in the previous section) count against the service level.
|Other Abandons||If checked, abandons not meeting the short abandon definition count against the service level.|
SKILLS TO COMPARE
|Skills||Specifies the skills you want to compare with the one you are creating or modifying.|
|Elapsed Time (sec)||Specifies the time span in seconds over which you want to view the changing priorities of the skills. The priority comparison graph displays the priority changes of all the selected skills, from the time a contact enters the queue via the skill, over this span of time.|
|Time Interval (sec)||Specifies the time interval in seconds for which you want to view exact priority values in the graph. For example, if you enter 30, the graph creates a dot for each skill at every 30-second interval to indicate the priority of the skill after 30 seconds in queue, 60 seconds in queue, and so forth.|