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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. |
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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 NewVoiceMedia Vonage will route this interaction to. This ID is the ID that the agent uses to log in to the NewVoiceMedia platformVonage Contact Center.
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 NewVoiceMedia Vonage will try to route the interaction to the specified agent. This timeout applies when the agent is logged in to the NewVoiceMedia platformVonage Contact Center. 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 NewVoiceMedia Vonage will try to route the interaction to the specified agent. This timeout applies when the agent is logged out of the NewVoiceMedia platformVonage Contact Center. This timeout is less relevant for calls than other types of interactions. If an agent is not logged in, a caller does not want to wait for long for an agent to answer their call. The default value for Logged Out Timeout is 300 seconds. | ||
| Interrupt Agent in 'Away' state | Click | Determines whether NewVoiceMedia Vonage Contact Center can route personal queue interactions to agents if they are in an 'Away' or 'Extended Away' state. By default, NewVoiceMedia Vonage Contact Center cannot route any interaction to an agent unless the agent is in a 'Ready' state. Select Interrupt Agent in 'Away' state to route personal queue interactions to an agent if they are in an 'Away' or 'Extended Away' state. |
Skill Requirements
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