Set Up ACD Skills

Setting up a new skill is a different experience for each skill type. The creation form and configuration options change based on the channel A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. and whether the skill is inbound or outbound. You can create a new skill with a blank form, or you can create a new skill by copying an existing one and modifying the fields as needed.

See the following topics for instructions that are specific to the skill type you're creating:

• Set Up Inbound Voice
• Set Up Manual Outbound Voice
• Personal Connection
  • Set Up Agentless Proactive Voice Dialing
  • Set Up Proactive Agent Voice Dialing
  • Set Up Proactive SMS
  • Set Up Proactive Agentless Email
• Set Up Chat
• Create an Email Skill
• Set Up Voicemail
• Set Up Work Items

Depending on how you use skills in your organization, consider whether to perform these optional tasks:

• Configure Screen Pops
• Set Priority Management While in Queue
• Compare Skill Priority
• Set Up Tagging
• Set Up Post-Contact Work
• Manage Do Not Call (DNC)