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Inbound

Outbound

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.
Outbound Strategy
Specifies how an outbound interaction is initiated. You must choose one of the following:
  • Manual — Enables agents to manually dial numbers of customers or use the address book to contact other agents or skills.
  • Personal Connection — Specifies that outbound interactions will use Personal Connection (see Dialer (Personal Connection) Overview).
Campaign
Specifies the campaignA grouping of skills used to run reports. to which you want to assign the skill.
Email From-Address
Specifies the email address the contact sees as the sent-from address, or the email address of the agent. You must verify the email domain of the email address specified in this field.
Is Address Editable
When selected, gives agents the ability to change the Email From-Address as they write emails to contacts.
Email-BCC-Address
Allows you to enter an email address to which you want a blind carbon copy of the email sent, or a copy of the email to a second address that the contact does not know about.
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.
Custom Script
Specifies a custom Studio script that runs when communication occurs via this skill. Your Studio script will control things like answering machine laydown, agent script sessions, custom abandon messages, and custom screen pops.
Interruptible
When selected, an inbound phone call to a skill with a higher prioritySkill-based designation of the importance of contacts that determines delivery order. than this email skill can interrupt an email.
Minimum Working Time
Specifies the minimum number of seconds an agent must be able to attend to an email before a phone call can interrupt it. For example, if this value is set to 30, a higher priority call received at 20 seconds would not interrupt the email, but a call at 35 seconds would. This field is disabled if the Interruptible checkbox is not selected.
Email Parking
When selected, allows agents to park an email to handle another contact, to consult with an expert, or wait for information from another source.
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.

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.

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.