Manage Personal Connection Voice Skills

Manually Start and Stop a Proactive Voice Skill

Required permissions: External Business Unit Edit, Outbound Strategy Manager Edit

Screen capture of the Skill Control page

  1. If you want CXone to send an email notification when a Personal Connection skill is manually stopped, specify the email address in your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment settings.

    1. Click the app selector and select ACD.

    2. Go to ACD Configuration > Business Units.

    3. Click the business unit you want to modify to open it.
    4. In the Details tab, click Edit.
    5. Scroll down to the Outbound Strategy section.
    6. In the Force Stop Skills Notify Email field, enter the email address you want to receive the notification emails.
    7. Click Done.

  2. Click the app selector and select ACD.

  3. Go to Contact Settings > ACD Skills.

  4. Click the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to start or stop.

  5. Click Stop or Start.

Diagnose Call Throttling

Required permissions: Outbound Strategy Manager View

If you configured your Personal Connection (PC) skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge for predictive dialing, you may experience some throttling, which means that you dial under the configured maximum dialing ratio. It usually occurs as a safety control. Use the following steps to confirm throttling is occurring and to determine the reason.

Screen capture of the Skill Control page with a throttling PC skill

  1. Click the app selector and select ACD.

  2. Go to Outbound > Skill Control.

  3. In the Outbound Skill Control table, find the skill you want to diagnose. Determine whether throttling is occurring in the skill by looking in the T column. If you see an X there, the skill is throttling.

  4. Hover your cursor over the X to see the reason for call throttling in the skill.

    Field

    Details
    Explicit Block Multiple Calls The Block Multiple Calls checkbox is selected for the skill.

    Hop Percentage

    The ratio is less than the target ratio configured for the skill. The calculation is based on the available agents, hop percentage, maximum ratio, and aggressive ratio factor.
    Abandon Rate Forced One to One The abandon rate is greater than the (Abandon Rate Threshold – Abandon Rate Cutoff). For the default values of 3 for Abandon Rate Threshold and .2 for Abandon Rate Cutoff, it occurs at 2.8%. See Configure General PC ACD Skill SettingsConfigure General PC ACD Skill Settings for details about these settings.
    Abandon Rate Forced Dampen The abandon rate is greater than or equal to the Abandon Rate Threshold times the Begin Dampen Percentage. For the default values of 3 for AbandonRateThreshold and 50 for BeginDampenPercentage, it occurs when the abandon rate is above 1.5% but less than the Abandon Rate Forced One to One value. See Configure General PC ACD Skill SettingsConfigure General PC ACD Skill Settings for details about these settings.
    Port Limit The designated portsClosed Where information transfers, over a network, between a computer and a server. are not sufficient for the number of agents and the configured dialing ratio. 10 agents using a skill with 3:1 dialing require 30 ports to be available for dialing.

Activate or Deactivate XS on a Skill

From the Skill Management page, you can see whether Proactive XS interactions are currently active. You can also make changes to them from the same screen. This enables you to easily see the status of your Proactive XS-enabled Personal Connection (PC) skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge and quickly adjust incorrect settings.

Screen capture of the Skill Control page with XS SETTINGS

  1. Click the app selector and select ACD.

  2. Go to Outbound > Skill Control.

  3. In the Outbound Skill Control table, find XS SETTINGS. This displays Active or Inactive status.

  4. Click the skill you want to change, then click the Deactivate XS or Activate XS button to change the status of the skill in the XS SETTINGS column.

Configure US State-Level Do Not Call Holidays

Required permissions: Skills Edit

Some states in the US have their own laws about dates or times when companies cannot make calls. You can set up do not call holidays to comply with these laws.

You can restrict calling for the whole day or limit it to a time range. Each holiday can be assigned to one state. If multiple states have the same restriction, you must create a holiday for each state.

Do not call holidays are added at the skill level.

  1. Click the app selector and select ACD > ACD Skills.

  2. Click the skill you want to work with.

  3. On the Do Not Call tab under US Holidays, click Add Holiday.

  4. Enter the Name of the holiday.

  5. Select a State.

  6. Enter the Date of the holiday or click the calendar A calendar. to select a date.

  7. To restrict calling during certain hours on the selected date, enter the time range in the Hours fields.

  8. To restrict calling for the whole day, select Closed All Day.

  9. Select the Time Zone from the drop-down list.

  10. Click OK.

  11. Click Save at the top of the Do Not Call tab.