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.
Clear All Skills
| Field | Options | Description |
|---|---|---|
| Remove all existing skills and personal queue | Click | If selected, all skills and personal queue information for the call are removed from the call before you add any additional skills. |
Personal Queue Data Sources
For information about configuring a personal queue, see Setting up personal queues.
| Field | Options | Description |
|---|---|---|
| Agent Id | List of available Data Sources | The Data Source that contains the ID of the agent that NewVoiceMedia will route this interaction to. This ID is the ID that the agent uses to log in to NewVoiceMedia. When using NewVoiceMedia in Salesforce, the Data Source can alternatively contain a Salesforce ID. This Salesforce ID must correspond to the target agent's NewVoiceMedia account. 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 will try to route the interaction to the specified agent. This timeout applies when the agent is logged in to NewVoiceMedia. 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 will try to route the interaction to the specified agent. This timeout applies when the agent is logged out of NewVoiceMedia. 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 can route personal queue interactions to agents if they are in an 'Away' state. By default, NewVoiceMedia 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' state. |
Skill Requirements
| Field | Options | Description |
|---|---|---|
| Dynamic skill | Click | If you select the Dynamic skill check box, the Data Source field appears. If you do not select the Dynamic skill check box, the Skill field appears. For information about tagging interactions with skills, see Tagging interactions with a skill or skills. |
| Skill | List 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. |
| Data Source | List of available Data Sources | Available data sources. One or more data sources must contain a skill that an agent requires to answer this call. Select the data source that contains the skill to tag the call with. The UCD applet uses the skill to route the call to an appropriate agent or agents. |
| Mandatory | Click | 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. |
| Optional | Click | 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: | Click 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. These skills are also known as expiring skills. |
Routing
| Field | Options | Description |
|---|---|---|
| Next Applet | List of available applets | The applet that the call is routed to next. |
