Edit Relative Priorities of Proactive Agentless SMS or Email Skills

Required security profile permissions: Skill Channel Settings Edit

You can use the Skill Channel Settings table to modify the relative prioritySkill-based designation of the importance of contacts that determines delivery order. of different contact types for your proactive agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages..SMS and proactive agentless emailskillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. This enables you to prioritize resources to give the highest priority skills and contacts the highest priority in the queue.

1. Click Personal Connection → Outbound → Skill Channel Settings.

2. If you want to edit the relative priority of your proactive agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages.. email skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, click the Email tab. If you want to edit the relative prioritySkill-based designation of the importance of contacts that determines delivery order. of your proactive agentless SMS skills, click the SMS tab.

3. Locate the skill you want to modify.

4. (OPTIONAL) Modify the Weight of the skill relative to other skills. The higher the number, the higher the priority of the skill over others.

5. (OPTIONAL) Modify the Queue Management section to specify the separate priority levels of Regular contacts, Scheduled contacts, and Priority contacts for the skill.

   The Priority setting must be greater than the Regular setting, and the Scheduled setting must be greater than the Priority setting.

6. (OPTIONAL) Modify the Stale Minutes of scheduled and non-scheduled contacts.