Skills Overview

A skill is a classification used to facilitate the delivery of contacts, and is assigned to agents based on abilities, specialties, and knowledge. A skill may only be a single channel: inbound phone, outbound phone, chat, inbound email, outbound email, voicemail, work item, or Personal Connection automated proactive voice, email, and SMS. Your skills can be as broad or specific as you want, depending on your contact center needs and anticipated diversity in topics of discussion. There is no limit on the number of skills your business unit can contain.

For reporting purposes, each skill must be assigned to a campaignA grouping of skills used to run reports., which categorizes the skills in any way you want.

Inbound skills can be assigned to a point of contact, but this is not required. The point of contact is the entry point for the skill; for instance, a phone number, email address, or chat URL. You may have more skills than you have points of contact. For example, your contact routing script may call for an unstaffed skill to be assigned to the point of contact. Then, after the contact has entered information in your IVR, the script may request an agent from another skill. This skill would not be assigned to a point of contact.

You can add as many users are you want to a skill, and you can assign each of those users a proficiency level. Central routes calls to the available agent with the highest proficiency level. You can update the proficiency levels at any time manually or by setting workforce intelligence rules to do so automatically when agent metrics reach specified thresholds.

If you want your agents to apply dispositionsResult that the agent or system assigns to the contact when the interaction ends. to the interaction after it ends, you can configure post-contact work for a skill. For chat skills, you can also configure a thank-you page to pop up on the contact's screen, optionally with a transcript of the chat available. As an alternate option, you can set up tags and apply them to skills using your own method to categorize interactions.

Each skill is associated with a do not call (DNC) group so contacts who request to not be contacted by your organization can be added to the list and outbound skills in the same DNC group cannot reach that contact again. For more temporary suspensions, some skills can have call suppression configured for a specific time period, such as during a natural disaster in a particular area.

Screen Pops

You can configure screen pops for any skill type. Screen pops are windows or dialog boxes that can be configured to appear on an agent's screen when triggered by a specific event or action. By default, screen pops show a plain window containing variables you have published in the related Studio script. They can also be used for a variety of other purposes, such as:

  • To display more information about the contact from your CRM or another source
  • To provide a script the agent can follow
  • To open a separate application

Screen pops are configured as part of creating or editing a skill. However, you must also build them into your contact routing scripts using specific Studio actions.

Related Tasks

Related References