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Used by Tagging interactions with a skill or skills and Setting up skills based routing


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How do I tag an interaction with skills?

When you have created skills and assigned those skills to agents you can then tag incoming interactions, with the skills that agents require to deal with the interactions. The router can subsequently route interactions to the most appropriate agent.

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Types of skills

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Mandatory skills

If a skill is mandatory, only an agent who has that skill can handle the interaction.

Expiring skills

An expiring skill is initially mandatory and then becomes optional after a configured period of time.

Optional skills

If skill is optional, ContactWorld Vonage Contact Center attempts to route an interaction requiring that skill to an agent with the skill. If no agent has this skill, ContactWorldVonage Contact Center routes the interaction to the most appropriate available agent in line with other skill requirements.

Dynamic skills

If enabled for your account, you can tag interactions with the required skill or skills dynamically. These skills are contained in data sources. Before you can use dynamic skills, you must create a data source or data sources. These data sources are placeholders for actual values that emerge at run time. 

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You can then configure the Skill Tagger applet to tag interactions with the values in these data sources at run time.

You can set a dynamic skill to be mandatory, expiring, or optional.

Static (non-dynamic) skills

When you create a Skill Tagger applet, you can tag the interactions routed through the applet with a static skill. A static skill is the same for all interactions and does not vary at run time.

Before you can tag interactions with a static skill, you must have created that skill in the Skill Management area of ContactWorldthe VCC Admin Portal. For information about creating skills, see Configuring skills.

You can set a dynamic skill to be mandatory, expiring, or optional.

Static skills take precedence over dynamic skills. For example, you have two skill requirements. One skill is an optional static skill requirement of Italian. The other is a mandatory dynamic skill requirement that is, at run time, also Italian. The resulting requirement is an optional Italian skill.

To tag interactions, perform the following steps:

  1. Create a Skill Tagger applet. For information about creating an applet, see Creating an applet. A new Skill Tagger applet appears.
  2. In the Clear All Skills section, optionally select the Remove all existing skills and personal queue check box. If you select the check box, ContactWorld Vonage Contact Center removes any skill or personal queue settings that the interactions have.
  3. In the Personal Queue Data Sources section, optionally configure personal queue settings. For information about configuring personal queues, see Setting up personal queues.

  4. In the Skill Requirements section, provide the following information to add a new skill requirement:

    Field
    Description
    Dynamic skill

    Determines whether this skill is dynamic or static.

    Select the Dynamic skill check box to add a new dynamic skill. A Data Source field appears.
    Clear the Dynamic skill check box to add a new static skill. A Skill field appears.

    Skill

    The skill that an agent requires to handle the interaction. The Skill list contains skills available in the Skill Management area of ContactWorldthe VCC Admin Portal.

    Select the skill to tag the interaction with.

    Data Source

    The data source that contains the skill an agent requires to handle the interaction.

    Select the data source that contains the skill to tag the interaction with.

    Mandatory

    Determines whether this skill is mandatory.

    Click Mandatory to ensure that the interaction is only ever routed to an agent with the required skill.

    Optional

    Determines whether this skill is optional.

    Click Optional to ensure that ContactWorld Vonage Contact Center attempts to route an interaction requiring that skill to an agent with the skill. If no agent has this skill, ContactWorldVonage Contact Center routes the interaction to the most appropriate available agent in line with other skill requirements.

    Mandatory for:

    Determines whether this skill expires.

    Click Mandatory for: to set this skill to expiring.

    Specify the time for which the skill is mandatory in the adjacent days, hours, minutes, and seconds fields.

    Click Add to add this skill requirement. The skill appears in the appropriate list in the Skill Requirements section and a new set of fields appears.
    Skill RequirementsImage Removed

  5. Repeat step 4 for all the skills that you want to tag relevant interactions with.
  6. In the Next Applet list click the applet that the interaction is routed to next.
  7. To save your changes, click Update.