Manage Personal Connection Voice Skills

Manually Start and Stop a Proactive Voice Skill

Screen capture of the Skill Control page

  1. If you want CXone to send an email notification when a Personal Connection ACD skill is manually stopped, specify the email address in your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment settings.

    1. Click the app selector and select ACD.

    2. Go to ACD Configuration > Business Units.

    3. In the Details tab, click Edit.
    4. Scroll down to the Outbound Strategy section.
    5. In the Force Stop Skills Notify Email field, enter the email address you want to receive the notification emails.
    6. Click Done.

  2. Click the app selector and select ACD.

  3. Go to Contact Settings > ACD Skills.

  4. Click the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to start or stop.

  5. Click Stop or Start.

Diagnose Call Throttling

If you configured your Personal Connection (PC) ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge for predictive dialing, you may experience some throttling, which means that you dial under the configured maximum dialing ratio. It usually occurs as a safety control. Use the following steps to confirm throttling is occurring and to determine the reason.

Screen capture of the Skill Control page with a throttling PC skill

  1. Click the app selector and select ACD.

  2. Go to Outbound > Skill Control.

  3. In the Outbound Skill Control table, find the ACD skill you want to diagnose. Determine whether throttling is occurring in the ACD skill by looking in the T column. If you see an X there, the ACD skill is throttling.

  4. Hover your cursor over the X to see the reason for call throttling in the skill.

    Field

    Details
    Explicit Block Multiple Calls The Block Multiple Calls checkbox is selected for the skill.

    Hop Percentage

    The ratio is less than the target ratio configured for the skill. The calculation is based on the available agents, hop percentage, maximum ratio, and aggressive ratio factor.
    Abandon Rate Forced One to One The abandon rate is greater than the (Abandon Rate Threshold – Abandon Rate Cutoff). For the default values of 3 for Abandon Rate Threshold and .2 for Abandon Rate Cutoff, it occurs at 2.8%. See Configure General PC ACD Skill Settings for details about these settings.
    Abandon Rate Forced Dampen The abandon rate is greater than or equal to the Abandon Rate Threshold times the Begin Dampen Percentage. For the default values of 3 for AbandonRateThreshold and 50 for BeginDampenPercentage, it occurs when the abandon rate is above 1.5% but less than the Abandon Rate Forced One to One value. See Configure General PC ACD Skill Settings for details about these settings.
    Port Limit The designated portsClosed Where information transfers, over a network, between a computer and a server. are not sufficient for the number of agents and the configured dialing ratio. 10 agents using a skill with 3:1 dialing require 30 ports to be available for dialing.