| Excerpt |
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| 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 |
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| 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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| Field | Options | Description | ||
|---|---|---|---|---|
| Agent Id | List of available Data Sources | The Data Source that contains the ID of the agent that ContactWorld NewVoiceMedia will route this interaction to. This ID is the ID that the agent uses to log in to ContactWorldthe NewVoiceMedia platform.
If you do not select a value in Agent Id, Logged In Timeout and Logged Out Timeout are disabled. | ||
| Logged In Timeout | List of available Data Sources | The Data Source that contains the time (in seconds) for which ContactWorld NewVoiceMedia will try to route the interaction to the specified agent. This timeout applies when the agent is logged in to ContactWorldthe NewVoiceMedia platform. The default value for Logged In Timeout is 300 seconds. | ||
| Logged Out Timeout | List of available Data Sources | The Data Source that contains the time (in seconds) for which ContactWorld NewVoiceMedia will try to route the interaction to the specified agent. This timeout applies when the agent is logged out of ContactWorldthe NewVoiceMedia platform. The default value for Logged Out Timeout is 300 seconds. |
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