Page Details: Skills

Skill Configuration Fields

Name: Type a name for the skill. The same name can be assigned to different skills. However, skill names appear in various lists and assigning the same name to different skills may confuse users. The default value in this field is New Skill.
Time Zone: From the drop-down list, select the time zone for most of the calls for this skill so incoming call patterns line up with time of day in that time zone. This value is used for forecasting and for Daylight Saving Time adjustments. If this value is not set, inContact WFM v1 uses the time zone of the first device it finds related to the skill, which may result in undesirable forecasts.
Device: Select a value from the drop-down list of devices. The options in this list were configured when your system was installed. Do not select a device if you are creating a soft skill. If you select a device, you must add at least one split.
Split: Type the split, skill, or hunt group value exactly as it appears on the device selected in the previous step (leave this value blank for a soft skill). You cannot add a split unless you have selected a device.
Average Speed of Answer (Service Level): Type a value in seconds if you want to change the default value of 20 seconds.
Percent Answered within Service Level: Type a value as a percentage if you want to change the default value of 80%.
Hours of Operation: Select either 24/7 or Defined Hours of Operation from the drop-down list. The default value is 24/7.

Access to the Queue Hours page becomes available only when Hours of Operation is set to Defined Hours of Operation.

24/7 Operation: Allows you to return the skill to the default 24/7 setting from the Queue Hours page.
Defined Hours of Operation: Specifies that defined hours of operation are used for this skill. Selected by default when the Queue Hours screen opens.
From: Allows you to specify the starting day and time for a defined hours of operation period. If the From field appears disabled, click in the calendar area. Works in conjunction with the To field on either an overall or per-day basis.
To: Allows you to specify the ending day and time for a defined hours of operation period. If the To field appears disabled, click in the calendar area. Works in conjunction with the From field on either an overall or per-day basis.
Time Zone: Allows you to set the time zone for the defined hours of operation, independent of the time zone defined for the associated skill.
Calendar: Allows you to select the days of the week to which the defined hours of operation should apply.