Skills and ACD Tab

The Skills and ACD tab offers these expanders:

Outbound Workgroup Configuration

Configures ACD weighting for a campaign.

Inbound Workgroup Configuration

Sets workgroup-specific thresholds that automatically disable and enable prediction in blended environments.

Skills Based Dialing

Configures campaign to look at skills in contact records, to dial only those contacts that can be handled by the available agent pool. Skills-based dialing is available for preview, power, and predictive campaigns.

Persistent Connection

Configures a wave file for the campaign to play when remote agents establish persistent connections.