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:
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Skill name, type, and status.
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Agents.
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Dialing Stats.
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Calls.
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List inventory.
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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.
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In CXone, click the app selector
and select ACD. -
Go to Outbound > Skill Control.
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Select the skill that you want to edit.
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Click one of the following based on your needs:
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Start: Clicking Start will activate the skill. Agents can only use skills that are active.
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Stop: Clicking Stop will deactivate the skill. Agents won't be able to use the skill after their current interaction ends.
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Force Stop: Clicking Force Stop will also deactivate the skill. Doing so will end all active interactions that are linked to that skill.
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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.
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Click the app selector
and select ACD. -
Go to Outbound > Skill Control.
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On the right side of the skill control table, select Columns. This opens a list of available columns in the table.
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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
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Click the app selector
and select ACD. -
Go to Outbound > Skill Control.
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The skill control table makes up the majority of the window. It contains information about skills, agents, dialing, calls, list inventory, and XS settings.
Learn more about fields in this step
Field
Details
Type The type of proactive outbound skill
Used to automate delivery of interactions based on agent skills, abilities, and knowledge, indicated by one of the following icons:-
— Agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages..skill. -
— Agent skill without priority-based blending The ability for agents to receive interactions from all eligible CXone ACD skills, Personal Connection dialer, and Digital Experience skills assigned to them, based on the relative skill priority. Personal Connection skills work the same way they normally would, no matter the dialing ratio.
Each skill you want to blend with others must be configured with priority-based blending.. -
— Agent skill with priority-based blending. -
— Agentless proactive email skill.
State
The current status of the skill indicated by one of the following icons:
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— Started. The skill is currently active. -
— Stopped. The skill is currently inactive. -
— Stopping. The skill is in the process of stopping. This includes force stopping. -
— Starting. The skill is in the process of starting. -
— Standby. The skill is paused. -
— None. The skill has never been started or stopped.
Agents Displays the number of agents assigned to the skill and their current activities. The agent counts include:
- Total: The total number of agents assigned to the skill who are logged in to CXone.
- Talking: The number of agents speaking with a contact.
- ACW: The number of agents in ACW State that allows an agent to complete work requirements after finishing an interaction.
- Waiting: The number of agents waiting to be connected to a contact.
- Other: The number of agents logged in to the skill but not currently speaking with a contact, waiting for a contact, or in ACW.
- Potential: The number of agents able to use the skill but who are not currently logged in to it.
See Agent List for details about the drill-down in this section.
Dialing Stats Displays the following dialing statistics:
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Ratio: The configured maximum number of simultaneous calls dialed per agent.
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Abandon %: The actual abandon rate and the target abandon rate of this skill. For example, if the actual abandon rate is 0% and the target abandon rate is 3%, the value is 0.0 % / 3.0 %. You can configure this to show the abandon rate since midnight or for a rolling 30-day period.
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Skill Override:
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Throttled: Indicates whether the pacing engine has throttled back dialing on the skill. If the cell is empty, the pacing engine is not throttling the skill. If the cell contains X, then the pacing engine is throttling the skill. You can learn the reason for throttling if you hover your cursor over the X in the cell. For instructions, see Diagnose Call Throttling.
Calls Displays the number of calls handled by this skill in the current session and their status. The call counts include:
- Queued — The number of records Personal Connection (PC) has ready to be dialed.
- Active — The number of calls in progress, including those PC is currently dialing.
- Made — The number of calls attempted. For phone skills where both calls and SMS messages can occur, they are listed separately. This column displays the total number of calls for that day. The column will reset to zero each day at 12:00 AM.
- Handled — The number that successfully reached an agent for handling, including calls that agents manually dispositioned Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. as answering machines.
- Reach % — The percentage of all attempted calls that routed to an agent for handling.
See Active Calls and Queued Contacts for details about the drill-down in this section.
When a proactive skill stops, the Queued and Action values under the Calls category reset to 0.
List Inventory Displays the number of records available to this proactive skill for dialing or SMS messaging and status. The list inventory counts include:
- Fresh — The number of fresh records that are ready/available. The ready number is the number of records you can dial right now based on restrictions such as time zone and filtering. The available number is the number of records still available for another attempt without consideration for restrictions.
- Retries — The number of retry records that are ready/available. The ready number is the number of retries you can dial right now based on restrictions such as time zone and filtering. The available number is the number of retries still available for another attempt without consideration for restrictions. Do not call (DNC) filtering occurs prior to counting fresh, ready records.
- Updated — The number of seconds since the Fresh and Retries numbers were last updated.
See Available Contacts for details about the drill-down in this section.
If the skill stops, the values under the List Inventory category continue to update, but only every 3 minutes, 30 seconds instead of every 30 seconds.
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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:
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Field |
Details |
|---|---|
| State | The current state of the agent: talking to a contact, waiting for a call, doing ACW State that allows an agent to complete work requirements after finishing an interaction, or something else. |
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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 The ability for agents to receive interactions from all eligible CXone ACD skills, Personal Connection dialer, and Digital Experience skills assigned to them, based on the relative skill priority. Personal Connection skills work the same way they normally would, no matter the dialing ratio.
Each skill you want to blend with others must be configured with 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 leg 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) State that allows an agent to complete work requirements after finishing an interaction state 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:
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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 ACW 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. |
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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 The ability for agents to receive interactions from all eligible CXone ACD skills, Personal Connection dialer, and Digital Experience skills assigned to them, based on the relative skill priority. Personal Connection skills work the same way they normally would, no matter the dialing ratio.
Each skill you want to blend with others must be configured with 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:
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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. |
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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, Priority Skill-based designation of the importance of contacts that determines delivery order., or Callback 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) 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:
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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. |
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Type |
The type of call record: Priority |
| 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:
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Field |
Details |
|---|---|
| Category | The category the row uses to organize the record:
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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. |