The Skill Tagger applet works with the Unified 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 Unified Contact Distributor (UCD) applet.
Skill Tagger
| Field | Options | Description |
|---|---|---|
| Selected 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. |
| 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: and type the number of seconds for which the UCD applet must try to route the call to an agent with the required skill. |
| Next Applet | List of available applets | The applet that the call is routed to next. |
