ACD Specify Interaction Skill

This ACD tool defines a skill needed for a call. ACD Specify Interaction Skill steps precede ACD Initiate Processing steps. If you are specifying skills, you probably also want to configure the ACD Initiate Processing tool to assign the call to an agent based on skill. If this is the case, then increase the values for Weight for Agent Skill and Weight for Skill in the ACD Initiate Processing tool accordingly.

See the  CIC ACD Processing Technical Reference located in the PureConnect Documentation Library for more information on configuring ACD skills.

Note: When ACD Server evaluates a call's skills, it first looks for skills that were explicitly assigned to that agent from Interaction Administrator. If the required skills were not explicitly assigned, ACD Server looks at the skills that the agent inherited from any workgroups to which he or she belongs. The agent's entire set of skills is used to evaluate an interaction on a workgroup queue.

Reassigning Skills

In some cases you may want to reassign the skill levels required for a call. For example, if a call has timed out because no agents with the necessary skills were available, then you may want to lower the minimum proficiency levels. All you have to do is run the call through another ACD Specify Interaction Skill step with the new minimum proficiency levels. It is necessary to call ACD Initiate Processing when the skills have changed. Also, after changing skill levels, a Set Call State tool must be set with the "cancel pending operations" option selected in order to cancel all prompts that were playing at the time the skills were changed.

Inputs

Call Identifier

The identifier for the interaction for which you want to specify skills.

Skill Name

The skill name as specified in Interaction Administrator.

Minimum Proficiency Level

The minimum proficiency level required for this skill. Agents who do not possess this minimum skill proficiency will not be eligible to receive this interaction.

Maximum Proficiency Level

The maximum proficiency level required for this skill. Agents who exceed this maximum skill proficiency will not be eligible to receive this interaction.

Weight for Proficiency Level

How important Proficiency Level is for this skill, as opposed to other skills you specify in other ACDSpecifySkill steps. If this is the only skill you are specifying, then leave the default value in this parameter. If you are more concerned with this skill, then weight this parameter more heavily than Weight for Proficiency Level in other ACDSpecifySkill steps in this handler.

Minimum Desire to Use Level

The value for Desire to Use a particular skill is assigned on an agent by agent bases in Interaction Administrator. Agents who do not meet the minimum Desire to Use level you specify in this step are not eligible to receive this interaction.

Maximum Desire to Use Level

The value for Desire to Use a particular skill is assigned on an agent by agent bases in Interaction Administrator. Agents who exceed the maximum Desire to Use level you specify in this step are not eligible to receive this interaction.

Weight for Desire to Use

How important Desire to Use this skill is, as opposed to other skills you specify in other ACDSpecifySkill steps. If this is the only skill you are specifying, then leave the default value in this parameter. If you are more concerned with this skill, then weight this parameter more heavily than Weight for Desire to Use in other ACSpecifySkill steps in this handler.

Exit Paths

Next

This step always takes the Next exit path.