Outbound Skill Control

The Skill Control page in ACD allows you to track and control the state of outbound skills. This page contains a skill control table and a history report. The skill control table has the following sections tied to skills:

  • Skill name, type, and status.

  • Agents.

  • Dialing Stats.

  • Calls.

  • List inventory.

  • XS settings.

In the history report, you can view all of the changes made on the page.

You can also pull up additional information about agents, calls, and contacts.

Change the Status of Skills

On the outbound skill control page you can start, stop, pause, and force stop skills. You can also change the status of XS skills.

  1. In CXone, click the app selector and select ACD.

  2. Go to Outbound > Skill Control.

  3. Select the skill that you want to edit.

  4. Click one of the following based on your needs:

    • Start: Clicking Start will activate the skill. Agents can only use skills that are active.

    • Stop: Clicking Stop will deactivate the skill. Agents won't be able to use the skill after their current interaction ends.

    • Force Stop: Clicking Force Stop will also deactivate the skill. Doing so will end all active interactions that are linked to that skill.

  5. The history column to the right of the table will record your changes.

Page Filters

You can filter the page results and table columns to show only the information that you need. All page result and column filters will also reset to default after you refresh the page.

You can filter page results in two ways. You can use the search bar to pull up skills based on their name. You can also use the Show dropdown to display a certain number of results per page.

Filter Table Columns

You can hide the columns that you don't want to see in the skill control table. You can also drag and drop columns to different locations in the table.

  1. Click the app selector and select ACD.

  2. Go to Outbound > Skill Control.

  3. On the right side of the skill control table, select Columns. This opens a list of available columns in the table.

  4. You can select and deselect columns from the list. Deselecting a column will hide it from view.

View the Skill Control Table

Required permissions: Outbound Strategy Manager View

  1. Click the app selector and select ACD.

  2. Go to Outbound > Skill Control.

  3. The skill control table makes up the majority of the window. It contains information about skills, agents, dialing, calls, list inventory, and XS settings.

Pull up Additional Information

You can pull up more information from the skills control table into separate windows. The windows that you can open include:

Agent List

Required permissions: Outbound Strategy Manager View

When you click an agent count field in the skill control table, a new window displays detailed information about the agents. Clicking the number in the Total column pulls up the complete list of agents that are assigned to the skill and logged in to CXone. Clicking the number in the Talking, ACW, Waiting, or Other columns pulls up a list of agents filtered for that column.

The pop-up window contains the following fields:

Field

Details

State The current state of the agent: talking to a contact, waiting for a call, doing ACWClosed State that allows an agent to complete work requirements after finishing an interaction, or something else.

Duration

The period of time the agent has been in the current state.

Log Time The period of time the agent has been logged in to the current session. Enabling priority-based blending causes the log time to reflect only the time since the agent last handled an inbound call.
ID The agent's ID number.
Name The agent's name.
Team The name of the agent's assigned team.
Linked The number of calls the agent has been linked to so far during this login session.
Handled The number of calls the agent has handled so far during this login session.
Session ID The internal tracking number of the agent's current login session.
Leg ID The internal tracking number of the agent legClosed The portion of an interaction that takes place between CXone and the agent..
Contact ID If applicable, the internal ID of the contact. It only applies if the agent is in a talking or ACW (after-contact work)Closed State that allows an agent to complete work requirements after finishing an interaction  stateClosed The availability status of an agent.

Potential Agents

Required permissions: Outbound Strategy Manager View

When you click the number under the Potential agent column, a new window displays detailed information about those agents. The pop-up window displays every agent assigned to the selected skill. This includes the agents that are not currently logged into the skill.

You can hide the agents that are logged in to CXone by selecting Hide Agents Currently Logged Into Skill. The window then only displays agents that are assigned to the skill but logged out of CXone.

The pop-up window contains the following fields:

Field

Details

ID The agent's ID number.
Name The agent's name.
Team The name of the agent's assigned team.
State The current state of the agent: talking to a contact, waiting for a call, doing ACWClosed State that allows an agent to complete work requirements after finishing an interaction, or something else.
Skill No The number of the agent's assigned skill.
Skill The name of the agent's assigned skill.

Duration

The period of time the agent has been in the current state.

Log Time The period of time the agent has been logged in to the current session. Enabling priority-based blending causes the log time to reflect only the time since the agent last handled an inbound call.

Active Calls

Required permissions: Outbound Strategy Manager View

When you click a call count field in the Outbound Skill Control table a new window displays detailed information about the calls. The example in this topic displays the table you see when you click the value of the Active column. Clicking the Made or Handled values provide the same view, filtered for that particular state.

When you click Active, the system displays a detailed list of the first 100 calls that comprise that count.

The detailed views do not update automatically. To refresh the view, press [F5] on your keyboard.

The pop-up window contains the following fields:

Field

Details

Agent Name The name of the agent who is on the call.
Skill No The number of the agent's assigned skill.
External Skill The skill that you assigned to the record, if any.
Contact ID The agent's contact ID.

External ID

The unique ID that you assigned to the record.

Description The type of phone number of the contact. This is a custom field that you mapped when you uploaded the calling list. It could be a cell phone, work phone, or any other configured type of number.
Phone The agent's phone number.
Caller ID The contact's phone number.
Name The contact's name.
Timezone The contact's timezone.
Type The type of record: Normal, Confirmation, PriorityClosed Skill-based designation of the importance of contacts that determines delivery order., or CallbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue..
State The current state of the call: Ringing, Preview, Talking, AMD (Answering Machine Detection), or ACW (after-contact work)Closed State that allows an agent to complete work requirements after finishing an interaction. The call being monitored has an asterisk before the status.
Time in State The total time in seconds the call has been in its current state.
Log Time (sec) The total time the agent has been logged in to the skill.

Queued Contacts

Required permissions: Outbound Strategy Manager View

When you click the number under the Queued call column a new window pops up. This window displays information about queued contacts.

The pop-up window contains the following fields:

Field

Details

Order The order that records were added into the outbound queue. This does not mean the records will be dialed in this order.

Type

The type of call record: PriorityClosed Skill-based designation of the importance of contacts that determines delivery order., CallbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue., or Normal.

Confirmation Required Whether the assigned agent must accept the call in a preview mode.
Compliance Handling Whether the call requires special handling for cell phone or other compliance.
Time Zone The time zone of the contact.
Desc The type of phone number of the contact. This is a custom field that you mapped when you uploaded the calling list. It could be a cell phone, work phone, or any other configured type of number.
Customer Field 1 and 2 The attached data fields, or custom fields you designated previously for sorting.
Score The numeric, relative value of the record you assigned for sorting.

Available Contacts

Required permissions: Outbound Strategy Manager View

When you click a list inventory field in the skill control table a new window pops up. This window displays detailed information about available contacts. The window only shows data for one contact at a time. You can change the contact you are viewing with the dropdown in the top-left corner of the window. You can also view an agent's summary of the contact by clicking Agent Summary.

The pop-up window contains the following fields:

Field

Details

Category The category the row uses to organize the record:
  • Overview — Sum of many types of reasons.
  • General — Reason relating to the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge general settings.
  • Cadence — Reason relating to the skill cadence settings.
  • Dialing — Reason relating to the dialing status.
  • Filter — Reason relating to the skill filtering settings.
  • Retry Settings — Reason relating to the skill retry settings.
  • Timezones — Reason relating to the skill time zone settings.

Reason

A description of the reason records would match this category.

Count The number of records that match the reason.
Percent The percentage of total records that match the reason.