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Excerpt
The Skill Tagger applet works with the Universal Contact Distributor (UCD) applet that routes calls based on skills rather than time. Use the Skill Tagger applet to tag calls with the skill—for example, language spoken—that the agent needs to answer the call. The UCD applet then routes the call to an agent with the required skills. For more information about the UCD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.

Note
The Skill Tagger applet does not overwrite existing skills—for example, if you have assigned a skill as mandatory earlier in the interaction plan, using the applet to assign the skill as optional has no effect. You must remove all existing skills before reassigning the skill as optional. Use the Remove all existing skills and personal queue check box to remove existing skills.

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Clear All Skills
FieldOptionsDescription
Remove all existing skills and personal queueClickIf selected, all skills and personal queue information for the call are removed from the call before you add any additional skills.
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Personal Queue Data Sources
FieldOptionsDescription
Agent IdList of available Data Sources

The Data Source that contains the ID of the agent that ContactWorld will route this interaction to. This ID is the ID that the agent uses to log in to ContactWorld.

Note

When using ContactWorld in Salesforce, the Data Source can alternatively contain a Salesforce ID. This Salesforce ID must correspond to the target agent's ContactWorld account.

If you do not select a value in Agent Id, Logged In Timeout and Logged Out Timeout are disabled.

Logged In TimeoutList of available Data Sources

The Data Source that contains the time (in seconds) for which ContactWorld will try to route the interaction to the specified agent. This timeout applies when the agent is logged in to ContactWorld.

The default value for Logged In Timeout is 300 seconds.

Logged Out TimeoutList of available Data Sources

The Data Source that contains the time (in seconds) for which ContactWorld will try to route the interaction to the specified agent. This timeout applies when the agent is logged out of ContactWorld.

The default value for Logged Out Timeout is 300 seconds.

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Skill Requirements
Add Requirement
FieldOptionsDescription
Select SkillList of available skills

The skill that an agent requires to answer this call.

Select the skill to tag the call with. The UCD applet uses the skill to route the call to an appropriate agent or agents.

MandatoryClick

If the selected skill is mandatory, only an agent who has that skill can answer the call.

Click Mandatory to ensure that the call is only ever answered by an agent with the required skill.

OptionalClick

If the selected skill is optional, the UCD applet attempts to connect the call to an agent with the selected skill for a period of time. The Service Level Agreement (SLA) determines the length of time that the applet tries to connect the call. When the target time is reached, or exceeded, the UCD applet routes the call to any available agent.

Click Optional to try to route the call to an agent with the required skill for the length of time set in the SLA.

Mandatory for:

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Number

If you set the selected skill to mandatory for a specified number of seconds, the UCD applet attempts to connect the call to an agent with the selected skill for that number of seconds. If the call is not connected within that time period, the call is routed to any available agent.

Click Mandatory for:.

Click the days, hours, minutes and seconds in the fields alongside Mandatory for: to specify the time for which the UCD applet must try to route the call to an agent with the required skill.

Info
These skills are also known as expiring skills.
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Routing
Next Applet
FieldOptionsDescription
Next AppletList of available appletsThe applet that the call is routed to next.
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