Customize Your Work Item Channel

Set Up Tagging

Required permissions: Skills Edit, Tags Create

If you want to use tags to streamline work item reporting, you can add tags to your work item skill.

  1. If you haven't already done so, create tags.

    1. Click the app selector and select ACD.

    2. Go to Contact Settings > Tags.

    3. Click Create New.
    4. Enter a descriptive name for the tags.
    5. Click Create Tags.

  2. Click the app selector and select ACD.

  3. Go to Contact Settings > ACD Skills.

  4. Open the skill you want to add tags to.
  5. Click the Tags tab.

  6. Select the checkboxes next to the tags you want to add.

  7. Click Add Tags.

Set Up Post-Contact Work

Required permissions: Skills Edit, Dispositions Create, Unavailable Codes Create

If you want to configure dispositions for agents to apply to work item interactions or if you want to set aside a period of time for agents to take notes before moving on to the next contact, configure post-contact work for the work item skill.

  1. If you have not already done so, create an unavailable code for post-contact work.
  2. If you are using dispositions for your post-contact work and you have not already done so, create the dispositions you want agents to be able to apply to the interaction.

  3. Select the post-contact type you would like to apply to the skill from Automatic Wrap-up, Disposition, or None.

    Field

    Details
    Automatic Wrap-up Places the agent in an ACWClosed State that allows an agent to complete work requirements after finishing an interaction state for a certain amount of time after finishing a conversation with a contact. You can set up this time for agents to have a short break between calls, write notes about the contact, or do other things.
    Disposition Places the agent in an ACW state after finishing a conversation with a contact to apply a disposition to the exchange and input any required information based on the disposition, such as a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. time or a commitment amount.
    None No ACW period occurs. The agent immediately becomes available to take more contacts.

  4. If you choose Automatic Wrap-up, select an unavailable code from the State drop-down and specify a Max Time Limit in seconds.

    Field

    Details
    State Provides a drop-down of unavailable codes in your system.
    Max Time Limit Maximum number of seconds the agent can spend in the ACW state before the contact is automatically dispositioned to No Disposition and the record finalized.

  5. If you choose Disposition, select an unavailable code from the State drop-down and specify a Max Time Limit in seconds. If you want to require the dispositions instead of setting a Max Time Limit, select the Required checkbox. Select the checkbox next to each disposition you want to add from the Select dispositions to use with this skill table. Click Add.

    Field

    Details

    Required

    		 Specifies that no time limit exists for an agent to select a disposition after handling a contact. Selecting Required disables Max Time Limit.
    State The unavailable state applied to the agent during after-contact work.
    Max Time Limit The maximum number of seconds that the agent can spend in the after contact work state before the contact is automatically dispositioned to No Disposition and the record finalized.
    Select dispositions to use with this skill A table of dispositions that you can make available for agents with this skill to apply to a record after handling a contact. You must choose at least one by selecting the corresponding checkbox and clicking Add. You can also click Add All to make all visible dispositions available to agents with this skill.
    Dispositions assigned to this skill Lists dispositions already assigned to this skill. You can remove dispositions by selecting the corresponding checkbox and clicking Remove. You can also click Remove All to remove all dispositions from the table.
  6. Click Save.

Compare Skill Priority

Required permissions: Skills Edit

Use the priority comparison tool to quickly determine how contacts in certain skills compare in priority over time.

Priority comparison tool

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to compare with other skills.

  4. Click the Details tab and then click Edit.

  5. In the Skills to Compare section, click +.

  6. Locate a skill you want to compare with the skill you have open. Select the skill and click >.

  7. Continue adding skills until all skills you want to compare are in the Selected list. You don't need to add the skill you are currently editing; it appears in the graph automatically.

  8. Click Done.

  9. If you want to remove any of the skills you selected, click the X icon.

  10. Use the Elapsed Time and Time Interval fields to define the period of time you want the graph to cover and the time intervalClosed A period between points, limits, or events, such as dates or times you want to mark a new point on the graph.

  11. Click Compare.

  12. As you analyze the line graph, modify your Comparison Options and the priorityClosed Skill-based designation of the importance of contacts that determines delivery order. options for the skill you have open, or compare the skill against different skills and regenerate the graph as needed.

  13. When you're finished making changes, click Done.