Manage Skills

Add Users to a Skill

Required security profile permissions: Skills Edit

  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 edit.

  3. Click the Users tab.

  4. In the Add Users table, select the checkboxes in the rows of the users you want to add and then click Add Users. To quickly add all users to the skill, click Add All.

  5. For each user you added, click the drop-down in the Proficiency column and select the proficiency level you want to apply to each user. When the proficiency levels for all new users are how you want them, click Save Proficiencies.

    If you don't click Save Proficiencies before leaving the page, all users you added to the skill are removed from it.

Change User Proficiency in a Skill

Required security profile permissions: Skills Edit

  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 modify.

  3. Click the Users tab.

  4. 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.

  5. Click Save Proficiencies.

Identify the Caller ID of a Skill

Required security profile permissions: Skills View

  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 view.

  3. 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 unitFile format associated with Microsoft Excel; may also be expressed as .xlsx. If the field is present, the skill uses a custom caller ID and its value appears beside the field. The preceding image contains a skill with a custom caller ID of 1234567890.

Manage Do Not Call Settings

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 unitHigh-level organizational grouping used to manage technical support, billing, and global settings for your NICE inContact environment.

  1. If you want to create a new DNC group to assign to the outbound phone skill, do the following: 
    1. In the ACD application, click ListsDNC.

    2. Click Create New.
    3. Enter a DNC Group Name and, if you want, a Description.
    4. Click Save.
  2. If you created a new DNC group, add a DNC list to it by doing the following:
    1. If you don't already have one, create a .CSV file in Notepad or .XLSX file in Excel with at least a column for contacts' phone numbers and optionally a column for an expiration date.
    2. In Central, open the DNC group you just created.
    3. Click Select File.
    4. If you want to remove duplicate numbers from other groups, select Consolidate Groups.
    5. Specify how you want to add contacts to the DNC list by selecting either Upload New or Select Existing.
    6. Use Select File to choose the file you want to use.
    7. Click Next.
    8. If the file you selected has column headers in the top row, select the Header checkbox.
    9. In the Phone Number drop-down, select the value that corresponds to the phone number column in the list.
    10. If the list contains an expiration date column, map it using the Expire Date drop-down.
    11. Click Next.
    12. In the List Processing step, click Done.
  3. In the application, click Contact SettingsSkills.

  4. Click the outbound phone skill to open it.
  5. Click the Do Not Call tab.
  6. If you want to use the default business unit DNC group, click Use Business Unit Setting. If you want to use another DNC group, click Select Do Not Call Group and then select the DNC group from the drop-down.
  7. If you're setting up a Personal Connection skill, use the tables to specify all the contributing and scrubbing DNC groups you want to apply.
  8. Click Save.

Set Up Call Suppression

Required security profile permissionsSkills Edit and Central Files and Folders View

You can temporarily suppress calls or messages to certain contacts for reasons other than a do-not-call request.

  1. If you want more than the basic call suppression functionality, or if you want to take advantage of the script's timing to automate some actions before an agent receives the call, create a call suppression script in Studio. To do so, create a phone script that includes at least the CheckCallSup, PermitCall, and SuppressCall actions.

  2. In the ACD application, click Contact SettingsSkills.

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

  4. Click the Call Suppression tab.

  5. Click Edit.
  6. If you already created a script, select it from the Script drop-down.

  7. If you didn't create a script in Studio, create one now. To do so:

    1. Click Create a New Script.

    2. Enter a Script Name. Enter the name of the column in the calling list you want to use as criteria for call suppression in the Field Name field. For example, you could have the script check for certain values in a ZipCode column to suppress based on location.

    3. Click Create.

  8. Click Save.

    Your new call suppression script is accessible in Studio. If you have Studio permissions, you can open the script in Studio to modify it. For example, you can change the mapped calling list column or take advantage of the script's timing to perform other actions as described earlier in this process.

  9. Add records to call suppression as needed.