Skill Control Page

Required security profile permissions: Outbound Strategy Manager View

The Outbound Skill Control page provides complete information about agents, abandon rate, active calls, and list inventory. The table provides snapshot drill-downs where you can view further information for agents logged in, potential agents, queued calls, active calls, and list inventory.

Buttons

Edit: Available when you select a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge in the table that is not currently running, opens the skill Details tab where, with the correct permissions, you can modify the skill or view details about it.
Kill
Start: Available when you select a skill in the table that is not currently running, manually starts the skill. Personal Connection (PC) begins placing calls for available agents.
Reset: Available when you select a skill in the table that is already running, resets all table values to 0.
Stop: Available when you select a skill in the table that is already running, stops placing new calls on the skill and turns the skill off completely after agents using this skill finish the calls they are already on.
Refresh Queue: Available when you select a skill in the table that is already running,
Force Stop: Available when you select a skill in the table that is already running, forces the skill to stop immediately. You receive a notification warning you that, if you force stop the skill, all active calls terminate immediately. You must click Yes to confirm you want to stop the skill immediately.

Outbound Skill Control Table Columns

Skill Name

The unique name of the outbound phone skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.

Type

The type of outbound phone skill, indicated by one of the following icons:

— agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages.. skill
— Agent skill without priority-based blendingAllows you to combine outbound calls with your inbound queue, based on call priority.
— Agent skill with priority-based blending
— Agentless proactive email skill

State

The current status of the skill indicated by one of the following icons:

— Started. The skill is currently active.
— Stopped. The skill is currently inactive.

Ratio

The configured maximum number of simultaneous calls dialed per agent.

Abandon %

The actual abandon rate and the target abandon rate of this skill. You can configure this to show the abandon rate since midnight or a rolling 30-day period. For example, if the actual abandon rate is 0% and the target abandon rate is 3%, the value is 0.0 % / 3.0 %.

I

Indicates whether the skill abandon rate is individually managed, or part of the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx managed pool of skills for abandon rate control. If the cell is empty, the skill is part of the business unit-managed pool of skills for abandon rate control. If the cell contains an X, the skill is individually managed.

T

Indicates whether the pacing engine has throttled back dialing on the skill. If the cell is empty, the pacing engine is not throttling the skill. If the cell contains an X, then the pacing engine is throttling the skill. You can learn the reason for throttling if you hover your cursor over the X in the cell. The reason is one of the following:

Explicit Block Multiple Calls — The Block Multiple Calls checkbox is selected for the skill.
Hop Percentage — The ratio is less than the target ratio configured for the skill. The calculation is based on the available agents, hop percentage, maximum ratio, and aggressive ratio factor.
Abandon Rate Forced One to One —Abandon rate is greater than the (Abandon Rate Threshold – Abandon Rate Cutoff) For the default values of 3 for Abandon Rate Threshold and .2 for Abandon Rate Cutoff, it occurs at 2.8%.
Abandon Rate Forced Dampen — Calculation occurs when abandon rate is greater than or equal to the Abandon Rate Threshold times the Begin Dampen Percentage. For the default values of 3 for AbandonRateThreshold and 50 for BeginDampenPercentage, it occurs when the abandon rate is above 1.5% but less than the Abandon Rate Forced One to One value.
Port Limit — The designated portsWhere information transfers, over a network, between a computer and a server. are not sufficient for the number of agents and the configured dialing ratio. 10 agents using a skill with 3:1 dialing require 30 available ports.

Agents

See Skill Control Agent Page and Skill Control Potential Agents Page for details about the drill-down in this section.

Total: The total number of agents assigned to this skill.
Talk: The total number of agents currently speaking with a contact via this skill.
ACW: The total number of agents doing after call work for this skill.
Wait: The total number of agents waiting for a call.
Other: The total number of agents who are logged in and are not on a call, doing after call work, or waiting for a call.
Ptnl: The total number of agents who are eligible for the skill but are not logged in.

Calls

See Skill Control Active Calls Page and Skill Control Queued Calls Page for details about the drill-down in this section.

If the skill stops, the values under the Calls category reset to 0.

Queued: The number of records in the pacing queue, or the number of records that PC has ready to call.
Active: The number of records in progress, including records that PC is currently dialing.
Made: The number of calls PC has made since the skill changed to a Started state. For phone skills, it lists phone calls and SMS messages separately, if applicable. For email skills, it lists the number of messages sent by email.
Handled: The number of calls that agents have handled since the skill changed to a Started state. This includes calls that an agent manually dispositionedResult that the agent or system assigns to the contact when the interaction ends. as answering machines.
Reach %: The percentage of the calls routed to an agent for handling.

List Inventory

See Skill Control List Inventory Page for details about the drill-down in this section.

If the skill stops, the values under the List Inventory category continue to update, but only every two minutes, 30 seconds instead of every 30 seconds.