Additional Skill Configuration Tasks

Configure Screen Pops

Required security profile permissions: Skills Edit

When you create a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge in the platform, the Screen Pops section appears as part of the setup wizard. Screen pops are triggered by specific actions or events, and you can use them to give information to the agent, open a separate application, and so forth.

These steps explain how to configure screen pops in the platform. You must also build them into your contact routing scripts using specific Studio actions.

Screen pops are configured during creation or editing of a skill. This task assumes you have already begun that process.

  1. Select the checkbox for Use Screen Pops.
  2. If you want to use default screen pops, skip the remaining steps in this task.
  3. If you want to create your own custom screen pop experience by linking to an application or webpage, select the Custom Screen Pops checkbox. Do the following:
    1. Select Application or Webpage.
    2. In the text field, enter either the entire path to the executable if you chose Application or the full URL if you chose Webpage.
    3. If you want to, you can customize the title of the tab that pops up in the MAX interface by appending the icAgentPanelTitle= parameter to the URL.

Set Priority Management While in Queue

Required security profile permissions: Skills Edit

You can specify the base prioritySkill-based designation of the importance of contacts that determines delivery order. of a new contact in your skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge and control how that priority changes over time in the queue.

  1. In the ACD application, click Contact SettingsSkills.

  2. Click the inbound skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to edit.

  3. Click Edit.

  4. Set the Initial Priority, Acceleration, and Maximum Priority. If you're creating a Personal Connection skill with priority-based blending enabled, set the Initial Priority, Priority Initial Priority, and Reschedule Priority instead.

    If you're creating an email skill with email parking enabled, the priority of an email interaction accelerates +1 each time an agent unparks it, even if Acceleration and Maximum Priority are each set to 0.

  5. To test the priority of the skill relative to others, Compare Skill Priority.
  6. Click Done.

Compare Skill Priority

Required security profile permissions: Skills Edit

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

  1. In the ACD application, click Contact SettingsSkills.

  2. Click the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to compare with other skills.

    If you did not enable priority blending for a Personal Connection (PC) skill when you created it, you can't change it now. You must create a new PC skill with priority-based blending to compare its priority with other skills'. Priority-based blending is not available if you have Omnichannel Session Handling enabled.

  3. In the Details tab, click Edit.

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

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

  6. 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.

  7. Click Done.
  8. If you want to remove any of the skills you selected, click the X icon.

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

  10. Click Compare.

  11. As you analyze the line graph, modify your Comparison Options and the prioritySkill-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.
  12. When you're finished making changes, click Done.

Set Up Tagging

Required security profile permissions: Skills Edit, Tags Create

If you want to enable agents to apply labels to interactions to make them a certain way for reporting, create tags and assign them to the skill.

  1. If you haven't already done so, create tags.
    1. In the ACD application, click Contact SettingsTags.

    2. Click Create New.
    3. Enter a Name for the tag.
    4. Click Create Tag.
  2. In the ACD application, click Contact SettingsSkills.

  3. Open the skill you want to modify.
  4. Click the Tags tab.
  5. Select the checkboxes next to the tags you want to add.
  6. Click Add Tags.

Set Up Post-Contact Work

If you want to configure dispositionsResult that the agent or system assigns to the contact when the interaction ends. for agents to apply to 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 workAfter Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction. for the skill.

  1. If you haven't already done so, create an unavailable code for post-contact work.

  2. If you're using dispositions for your post-contact work and you haven't already done so, create the dispositions you want agents to be able to apply to the interaction.

  3. In the ACD application, click Contact SettingsSkills.

  4. Click a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to open it.
  5. Click the Post Contact tab.

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

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

  8. 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.

  9. If you want chat contacts to see a thank-you page after a chat interaction, you can configure a thank-you page for your chat skill post-contact work.
  10. Click Save.