Skill Control Queued Calls Page

Required security profile permissions: Outbound Strategy Manager View

This page displays in a new browsing instance when you click a call count field in the Outbound Skill Control table. The example in this topic displays the table you see when you click the value of the Queued column. Clicking the Made, Active, or Handled values information about current or past calls.

When you click the Queued value, the system displays a list of the first 100 calls that comprise the count. Skill Control does not display the calling list for agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages..skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.

Order

The rank of the call, or the order in which the dialer will place the calls.

Type

The type of call record, which is one of PrioritySkill-based designation of the importance of contacts that determines delivery order., CallbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue., or Normal.

Confirmation Required

Whether the assigned agent must accept the call in a preview mode.

Compliance Handling

Whether the call requires special handling for cell phone or other compliance.

Time Zone

The time zone of the contact.

Desc

The type of phone number of the contact. This is a custom field that you mapped when you uploaded the calling list. It could be a cell phone, work phone, or any other configured type of number.

Phone

The phone number of the contact.

Caller ID

The caller ID of the agent, or the phone number the contact sees on her caller ID for this call.

Customer Field 1

The attached data field 1, or custom field you designated previously. It is for sorting.

Customer Field 2

The attached data field 2, or custom field you designated previously. It is for sorting.

Score

The numeric, relative value of the record you assigned. It is for sorting.

Name

The named assigned to the record.

Agent Name

The name of the agent assigned to the call.