Required security profile permissions: Skill Channel Settings View
The Skill Channel Settings page shows the proactive agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages..
Tabs
- Displays a table list of all 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 and their priority settings.
- SMS
- Displays a table list of all proactive agentless
- Audit History
- Displays a list of all changes made to proactive agentless email and SMS skill priorities in the specified time period.
Buttons
- Refresh
- Refreshes the table to include up-to-date information.
- Save Changes
- Saves adjustments you made to any fields in the table.
- Discard Changes
- Cancels adjustments you made to any fields in the table.
- Show Started Only
- Displays only skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge that are currently running.
Columns
- Skill Name
- The name of the
- Active Cadences
- When checked, indicates that the skill has active records that have not been retired.
- # of Records
- The number of records available for the skill to contact.
- Weight
- The relative weight of the skill compared to others. A higher weight setting gives the skill earlier access to portsWhere information transfers, over a network, between a computer and a server. than skills with lower weight settings.
Queue Management
The Priority setting must be greater than the Regular setting, and the Scheduled setting must be greater than the Priority setting.
- Scheduled
- The relative prioritySkill-based designation of the importance of contacts that determines delivery order. of records that the dialer attempts to contact on a scheduled date or at a scheduled time.
- Priority
- The relative priority of records that are marked as priority, or "hot" records.
- Regular
- The relative priority of records that are not scheduled or marked as priority records.
Stale Minutes
- Scheduled
- The number of minutes that a scheduled outbound contact can stay in the pacing queue before the system returns it to list management for reevaluation.
- Queue
- The number of minutes that an unscheduled outbound contact can stay in the pacing queue before the system returns it to list management for reevaluation.
