Reskill

Allows for a contact to be assigned to a different skill by the script itself, without agent intervention. This action is also known as XFerSkill, and is only available from the Framework tab.

Dependencies

The target script must include an Onreskill action to define what happens to the contact after it is passed.

Supported Script Types

Phone

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
TargetSkill	Allows you to define the inbound phone skill to which the contact should be routed. You can choose from a drop-down list of skills in your business unit, or manually type the Skill ID in the field.
ScriptName	Allows you to specify another script to which the contact should be routed if you want to provide additional handling options beyond skill reassignment. Caller queuing options would then be handled in that script. You can choose from a drop-down list of other scripts in your business unit.
Variables	Allows you to pass assigned variables from this skill to the target ACD skill or script. Variables must be manually entered as a string array. This is typically used to pass contact-related data that has been collected and used for information or contact lookup (DNIS, ANI, ACD skill, and so forth).

Result Branch Conditions

None

Script Example

In this example, an Onabandon event triggers a Menu action which presents three options to the contact. One of those actions is Reskill, which assigns the contact to a new skill queue for handling by an agent.