Skill Parameters: Delivery Preferences

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These settings are not used with Proactive Email or with Proactive SMS unless the SMS message is part of a skill cadence that also includes agent-involved voice calls.

Preview Settings

Do Not Deliver Preview Required
When selected, Personal Connection (PC) does not dial any calls for this skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge that are marked as preview required.
Preview Required Delivery Mode

Specifies the way PC calls contacts that require preview before delivery. In order for an option to be displayed here, it must be set to Enabled within the Business Unit settings. The following are all the possible options:

  • None — This is the default if the previously-selected option gets disabled in the Business Unit settings.
  • 1 - Click-to-CallPC requires the agent to click a button before it dials contacts that require confirmation.
  • 2 - Manual Dial with KeypadPC requires the agent to manually dial contacts that require confirmation.
  • 3 - Manual Dial with Keypad Auto CorrectPC requires the agent to manually dial contacts that require confirmation but automatically corrects the number if the agent enters it incorrectly.
  • 4 - Dial Outside NICE inContact NetworkPC requires the agent to call contacts that require confirmation without using the CXone.
  • 5 - Progressive - No Preview — A 1:1 dialing ratio without preview enabled.
Preview Required Timeout

The number of seconds PC waits for the agent to respond to the preview window before it performs the Preview Required Default Action. Select a value between 1 and 300 seconds. If you leave the field blank, there is no timeout and the confirmation appears indefinitely until the agent takes action. Define the value for:

  • Initial — If the skill does not have serial dialing enabled, this field sets the Preview Required Timeout for all interactions with a record. If the skill has serial dialing enabled, this field sets the Preview Required Timeout for the first attempt on a record.
  • Subsequent — Only available for skills with serial dialing enabled. This field sets the Preview Required Timeout for the second and subsequent attempts on a record.
Preview Required Default Action
The action PC performs when an agent does not respond to the preview before the Preview Required Timeout expires. You can specify that PC should Accept the call on behalf of the agent or Requeue the call, routing it to another agent. Depending on your Business Unit configuration, Requeue may be automatically selected and not changeable.
Process Contacts as Preview Required
All records associated with this skill require preview before dialing.
Options to Display to Agents

Specifies the actions you want available for an agent with this skill to select when PC delivers a preview contact. Choose any combination of:

Compliance Settings

Do Not Deliver Compliance Required
When selected, PC does not attempt to dial any record assigned to this skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge that is marked as compliance required.
Compliance Required Delivery Mode

Specifies the way PC calls contacts that require compliance. In order for an option to be displayed here, it must be set to Enabled within the Business Unit settings. The following are all the possible options:

  • None — This is the default if the previously-selected option gets disabled in the Business Unit settings.
  • 1 - Click-to-CallPC requires the agent to click a button to dial contacts that require compliance.
  • 2 - Manual Dial with KeypadPC requires the agent to manually dial contacts that require compliance.
  • 3 - Manual Dial with Keypad Auto CorrectPC requires the agent to manually dial contacts that require compliance but automatically corrects the number if the agent enters it incorrectly.
  • 4 - Dial Outside NICE inContact NetworkPC requires the agent to call contacts that require compliance without using CXone.
  • 5 - Progressive - No Preview — A 1:1 dialing ratio without preview enabled.
Compliance Required Timeout

Number of seconds PC waits for the agent to respond to the compliance preview window before it performs the Compliance Required Default Action. Select a value between 1 and 300 seconds. If you leave the field blank, there is no timeout and the confirmation appears indefinitely until the agent takes action. Define the value for:

  • Initial — If the skill does not have serial dialing enabled, this field sets the Compliance Required Timeout for all interactions with a record. If the skill has serial dialing enabled, this field sets the Compliance Required Timeout for the first attempt on a record.
  • Subsequent — Only available for skills with serial dialing enabled. This field sets the Compliance Required Timeout for the second and subsequent attempts on a record.
Compliance Required Default Action
The action PC performs when an agent does not respond to the confirmation before the Preview Required Timeout expires. Specify that PC should Accept the call on behalf of the agent or Requeue the call to send it to another agent. Depending on your Business Unit configuration, Requeue may be automatically selected and not changeable.
Options to Display to Agents

Specifies the actions you want available for an agent with this skill to select when a compliance-required contact appears. Choose any combination of: