Manage Skills

Add Users to a Skill

Required permissions: Skills Edit, Skills User Assignment

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want to edit.

4. Click the Users tab.

5. Select the checkbox for each user you want to assign to the skill. Click Add Users.

6. Set the Proficiency for each user in this ACD skill to a number between 1 (highest) and 20 (lowest). Click Save Proficiencies.

   If you don't click Save Proficiencies before leaving the page, all users you added to the skill profile will be removed.

Change User Proficiency in a Skill

Required permissions: Skills User Assignment

Remember, a proficiency level of 1 indicates the highest (best) proficiency; larger numbers represent less proficiency.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want to modify.

4. Click the Users tab.

5. In the Assigned Users table, find the user you want to modify and click the drop-down in the Proficiency column. Select the new level you want the user to have. Repeat for each user you want to modify.

6. Click Save Proficiencies.

Identify the Caller ID of an ACD Skill

Required permissions: Skills View

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want to view.

4. In the Details tab, look for the CallerID field. If there is no CallerID field, the skill uses the global caller ID configured for the business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. If the field is present, the skill uses a custom caller ID and its value appears beside the field.

Configure Post-Contact Work to a Skill

If you haven't already created an unavailable code specifically for post-contact work, create one now. You must choose an unavailable code as the state the agent goes into during post-contact work.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

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

4. Under Post Contact  Setup, what you want to happen at the end of an interaction.

   Learn more the fields in this step

   Field	Details
   Automatic Wrap-up	Places the agent in an after-contact work state for a certain amount of time after finishing an interaction. You can have time for agents to have a short break between calls, to write notes about the contact, or do other things.
   Disposition	Places the agent in an after-contact work state after finishing an interaction to apply a disposition and input any required information based on the disposition, such as a callback 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 after-contact work occurs. The agent immediately becomes available to take more contacts.

5. If you selected Automatic Wrap-up, choose a Stage and the Max Time Limit for the agent.

   Learn more about all post-contact work types

   Field	Details
   State	The unavailable code for the state the agent goes into after the interaction.
   Max Time Limit	The amount of time the agent remains in the specified state.

6. If you selected Disposition, configure the disposition options:

   1. Configure the Disposition settings.
      Learn more about the fields in this step

      Not all of the following fields display for every skill.

      Field	Details
      Required	Agents are under no time restrictions to select a disposition after handling a contact. Selecting Required disables Timeout State and Max Time Limit. Important: If you don't make dispositions required, the system treats all interactions for that skill as final if the agent doesn't select a disposition within the time limit.
      State	The unavailable state applied to the agent during after-contact work.  The options in this drop-down vary and depend on the unavailable codes you've created.
      Max Time Limit	The maximum number of seconds 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 to apply after handling a contact in this skill.
      Dispositions assigned to this skill	A table of dispositions already available for agents to apply after handling a contact in this skill.

   2. Select each disposition you want to assign to this skill from the Select dispositions to use with this skill table.

   3. Click Add.

   4. Click Save.
7. Click Save.

 

Manage Do Not Call Settings

Required permissions: Do Not Call List Edit

Outbound phone skills must have an assigned do not call (DNC) list. By default, all outbound phone skills are assigned to the default DNC list for your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. DNC lists do not apply to inbound phone skills.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the ACD skill to open it.
4. Click the Do Not Call tab.
5. For Default Contributing DNC Group, select either Use Business Unit Setting or Select Do Not Call Group. From the drop-down, select the DNC group you want this ACD skill to contribute to.
6. If you are working with a Personal Connection skill, use the tables to specify all the contributing and scrubbing DNC groups you want to apply. Click Add.
7. Click Save.