Create Chat Skill Page

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Skill Information

Media Type
Specifies the medium, or channel, by which agents with this skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge interact with contacts. The options are Chat, Email, Phone Call, Voice Mail, and Work Item. If you are creating a skill for Personal Connection proactive agentless SMS (short message service, otherwise known as text messaging), use the Phone Call value.
Skill Name
Allows you to give the skill a unique, descriptive name.
Inbound/Outbound
Specifies whether the skill enables the agent to accept inbound or initiate outbound interactions with contacts.
Enable Priority-Based Blending
When selected, enables priority-based blendingAllows you to combine outbound calls with your inbound queue, based on call priority. for the skill. In this scenario, an agent logs into the system and, once available, receives communications from all eligible skills, whether inbound or outbound, based on the relative skill prioritySkill-based designation of the importance of contacts that determines delivery order.. You must select this checkbox for all outbound skills you want an agent to use at the same time.
Campaign
Specifies the campaignA grouping of skills used to run reports. to which you want to assign the skill.
Transferred to Script
Specifies the script that runs when an agent transfers a contact from another skill to this skill.
Re-Skill Hours of Operation Profile
Allows you to select an hours of operation profile that controls when agents can transfer a call to the skill. For example, if your accounting department closes at 4:00 PM, you could set this value for the Accounting skill to an hours of operation profile with closed times of 4:00 PM. Agents would then not be able to transfer a call to Accounting after 4:00 PM.
Count Re-Skills for Forecasting
When selected, enables forecasting for WFM reporting.
Workforce Intelligence Minimum Agents
Specifies the minimum number of agents that must belong to this skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the skill. When the number of agents reaches this number or lower, all skill removal actions, even automatic ones, require approval.
Workforce Intelligence Minimum Available Agents
Specifies the minimum number of available agents that must be maintained for this skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the skill. When the number of available agents reaches this number or lower, all skill removal actions, even automatic ones, require approval.
Show Agent Typing Indicator
When selected, turns on the typing indicator for agents using MAX or Agent for Salesforce. This shows patrons that the agent is currently typing a response in the chat.
Show Patron Typing Preview
When selected, turns on the patron typing preview for agents using MAX or Agent for Salesforce so the agent can see what the contact is typing before they hit enter. This helps an agent determine the mood of the contact and helps them solve issues more quickly.
Chat Warning Threshold
Allows you to set the number of seconds that must pass until a chat inactivity warning appears to an agent. This is helpful for agents handling multiple chats.

Screen Pops

Use Screen Pops
When selected, causes the system to launch screen pops with record information when an agent connects to a contact.
Trigger Event
Specifies the time at which the screen pop appears. You can choose from three options:
  • Linked — Opens the screen pop when the dialer links the call to an agent, before the contact answers
  • Connect — Opens the screen pop when the contact answers the call, before call progress analysis (CPA) begins
  • Active — Opens the screen pop after CPA determines the call is live
Use Custom Screen Pops
When selected, enables you to configure custom contact center data to appear in the screen pops for this skill.
Application/Webpage
When you select Use Custom Screen Pops, you must select whether the custom data you want to provide is available via an application or a webpage.
Application
If you select Use Custom Screen Pops and Application, you must enter the path of the .exe application that you want to use for your custom screen pops.
Webpage
If you select Use Custom Screen Pops and Webpage, you must enter the URL of the webpage you want to use for your custom screen pops.

Priority Management While in Queue

Initial Priority
Specifies the base level prioritySkill-based designation of the importance of contacts that determines delivery order. for all fresh records and retries, but not callbacksHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue., for the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. The default value is 0.
Acceleration
Defines how quickly the priority of the skill increases. For Personal Connection, the best practice is to set this value to 0 because there is no queue for people waiting to be answered.
Maximum Priority
Specifies the maximum priority that a contact using this skill can have. If you choose not to use Acceleration, this value should match the Initial Priority.

Service Level

Service Level Threshold
Specifies the number of seconds in which agents must respond to meet either a service level agreement (SLAService Level Agreement; commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities.) or your own required service level. For example, if your SLA for this skill is to have 80% of contacts responded to in 20 seconds, enter a value of 20.
Service Level Goal
Specifies the number, expressed as a percentage, of contacts which must be responded to by the Service Level Threshold. For example, if your SLA for this skill is to have 80% of contacts responded to in 20 seconds, enter a value of 80.

Abandoned Calls

Enable Short Abandon Threshold
If selected, allows data collection and reporting on contacts that fall within the skill-specified Short Abandon Threshold.
Short Abandon Threshold
Specifies an IntervalA period between points, limits, or events, such as dates or times., defined by seconds. Characterized by queued contacts that end prior to being delivered to an agent and before the time specified in the Short Abandon Threshold. The default value is 15. For example, if the value is set to 10, and a contact ends after seven seconds without being delivered to an agent, the contact would be reported as a short abandon.

Count Abandons Against Service Level

Short Abandons
If selected, short abandons (defined in the previous section) count against the service level.
Other Abandons
If checked, abandons not meeting the short abandon definition count against the service level.

Automated Chat Messaging Timeout

Time to Inactive Chat Message
Number of seconds until the inactive chat message displays to contact. Initial countdown begins once the agent accepts the chat.
Inactive Chat Message
Allows you to configure the message that displays to the contact when the chat becomes inactive.
Chat Termination Count Down
Number of seconds until the chat terminates. This countdown begins from when the systems sends the inactive chat message.
Chat Terminated Message
Allows you to configure the message that displays to the contact once the chat terminates due to inactivity.

Priority Comparison

Skills to Compare

Skills
Specifies the skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to compare with the one you are creating or modifying.

Comparison Options

Elapsed Time (sec)
Specifies the time span in seconds over which you want to view the changing priorities of the skills. The prioritySkill-based designation of the importance of contacts that determines delivery order. comparison graph displays the priority changes of all the selected skills, from the time a contact enters the queue via the skill, over this span of time.
Time Interval (sec)
Specifies the time intervalA period between points, limits, or events, such as dates or times. in seconds for which you want to view exact priority values in the graph. For example, if you enter 30, the graph creates a dot for each skill at every 30-second interval to indicate the priority of the skill after 30 seconds in queue, 60 seconds in queue, and so forth.

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