Create/Edit a Proactive Skill Schedule

Required security profile permissionsSkills Edit

Instead of running a Personal Connection (PC) ACD skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge manually in skill control, you can create a schedule for the skill so it starts and stops automatically at the chosen times on the chosen days.

  1. In the ACD module, click Contact SettingsSkills.

  2. Locate the PC ACD skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge for which you want to create or edit a schedule. Click the skill to open it.

  3. Click the Parameters tab. Scroll down and locate Schedule. Click Configure or Edit.

  4. Select the Schedule Running of this Outbound Skill checkbox.

  5. Select the Do Not Run checkbox corresponding to the days that you do not want the skill to run automatically.

  6. For all the days you want the skill to run automatically, select the Start time and End time when you want the skill to run. In the example in the preceding image, the skill runs from 9:00 AM until 5:00 PM on weekdays.

    The time is based on the time zone configured for your business unit.

  7. Verify that you did not select the Do Not Run checkbox on days you want the schedule to be active. Click Done.