ACD Skills
A
A way for contacts and agents to interact, such as voice, email, chat, social media, and so on.: inbound phone, outbound phone, chat, inbound email, outbound email, voicemail, work item, or Personal Connection (PC) automated proactive voice or email. You can create skills based on the contact's needs, your available departments, or other criteria, and then assign skills to agents based on their abilities. Skills can be as broad or as specific as you want. You can have up to 10,000 active skills per tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. Inactive skills do not count toward this limit. Each agent assigned to a skill has a specified level of proficiency in the skill. Contacts routed through the skill are delivered to the available agent with the highest proficiency level (the lower the number, the higher the proficiency level; therefore 1 represents the best proficiency).
Mr. Collins calls the Longbourn contact center. He reaches an IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. and presses numbers to say he wants to ask a question about his account balance. He enters the queue through an inbound phone skill called EnglishBilling. Four agents are assigned to this skill: Jane, Elizabeth, Mary, and Kitty. They have proficiency levels in this skill of 6, 5, 4, and 3, respectively. Jane (level 6) is already on a call, but Elizabeth (5), Mary (4), and Kitty (3) are all available. The skill routes the call to Kitty because she has the highest proficiency level of any available agent with the EnglishBilling skill.
You can update the proficiency levels of agents assigned to a skill by modifying the skill or by setting workforce intelligence rules to do so automatically when agent metrics reach specified thresholds.
You can configure screen pops A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for a skill to provide useful information to the agent as a new interaction begins. By default, a screen pop is a plain window that displays variables you published in the Studio script applied to the skill. You can customize your Studio script so the screen pop does other things, such as display information about the contact from your CRM, show the agent a script to follow, or open a separate application.
Skills work together with other elements of CXone, including:
|
Feature |
How It Works with Skills |
|---|---|
| Campaign | Long lists of skills can become difficult to maintain. Campaigns A grouping of skills used to run reports. help organize skills and simplify reporting. You must assign each skill to a campaign. |
| Point of Contact | For inbound skills, you can assign a point of contact, or an entry point, for contacts to directly access the skill. For example, you can assign a phone number to an inbound voice skill or an email address to an inbound email skill. |
| Dispositions | You can configure post-contact work for your agents to complete after each interaction related to the skill. One option is to have agents apply dispositions Result that the agent or system assigns to the contact when the interaction ends. to the interaction. Dispositions mark the interaction as having a certain result and allow the agent to enter related information, such as an amount paid or a date and time to call the contact back. |
| Tags | Like dispositions, tags mark interactions a certain way. They are labels that you create and assign to a skill so that agents can mark an interaction with one or more as needed. |
| Do Not Call | Each outbound phone skill is associated with a do not call (DNC) group. Contacts who interact with agents through the skill can request to not be contacted by your organization again. When the contact is added to the DNC group, outbound skills in the same DNC group cannot reach that contact again. |
| Call Suppression | You can temporarily block outbound interactions to contacts based on criteria you choose. For example, you may want to block your outbound voice skills from dialing contacts in a certain region where a natural disaster has recently occurred. |
PC skills are complex and interact with more features than other skills. See Personal Connection for more information about PC skills.
Each skill has an audit history tab that displays a table of information about the creation and last modification of the skill. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display based on certain text or a specific time period.