Skill Parameters: General Settings Page

Required security profile permissions: Skills Edit

General Settings

The following is a list of best practices when configuring your general settings:

Limit the calls per day. Calling multiple times in a day could upset the contact.
Call at different times. Setting the rest period to 24 hours results in Personal Connection PC calling the contact at the same time everyday. Instead, try 27, 29, or 31 hours for variation in time frame.
You might have to reduce the rest period depending on the number of records and calling goals.
Consider using Proactive XS for complex retry logic.

External Outbound Skill Number: The unique, auto-generated value assigned to the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge when you created it. You cannot change this number.
Running: The status of the skill. It can be either Running or Stopped.
Minimum Retry Minutes: The number of minutes PC waits before retrying a record. This option is also available in Retry Settings. When you change the setting in one location, the value in the other section updates automatically to reflect the change.
Maximum Attempts: The maximum number of times PC attempts to dial a record before exhausting it. This option is also available in Retry Settings. When you change the setting in one location, the value in the other section updates automatically to reflect the change. Minimum Retry Minutes and Maximum Attempts represent skill defaults if you do not overwrite them at a phone number or outcome level.
Default Contact Expiration: The amount of time you can keep contacts from an external system in your PC environment before automatic removal. This applies to all records, whether you added them via Proactive XS or a manual list upload. When PC removes the record, the contacts remain available in the data warehouse. Specify the expiration using any combination of Days, Hours, or Minutes.
Consecutive Attempts without a Live Connect: In a priority blendingAllows you to combine outbound calls with your inbound queue, based on call priority. environment, the maximum number of attempts PC should make to deliver a call to an agent before treating the call as inbound.
Inactive Blending Timer: The minimum number of seconds an agent is retained for outbound activity before being released to handle other work.
Get Priority Contacts on Contact Insertion: Inserts contacts with a prioritySkill-based designation of the importance of contacts that determines delivery order. flag set immediately into the calling list. For example, if a customer clicks a link on your website to indicate that she is interested in a deal, you can mark the customer's record with a priority flag to ensure that an agent calls that contact first.
Load Callbacks: When selected, includes numbers scheduled for callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. in the calling queue. If you clear this field, numbers scheduled for callback do not appear in the calling queue. This ensures that PC only tries records once.
Load Fresh: When selected, includes numbers from records that PC has not yet attempted in the calling queue. If you clear this field, numbers that PC has yet to attempt do not appear in the calling list.
Load Non-Fresh: When selected, includes numbers from records that PC has already attempted in the calling queue. If you clear this field, numbers that PC has already attempted do not appear in the calling list. This ensures that PC only tries records once. This option is also available in Retry Settings. When you change the setting in one location, the value in the other section updates automatically to reflect the change.
Override Business Unit Abandon Rate: Only available when you select the Enable Skill Abandon Rate checkbox in the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx. When selected, the abandon rate for this individual skill is calculated based on activity in this skill only, not based on all skills in the business unit.
Maximum Ringing Duration: The maximum amount of PC allows a call to ring before considering the call a ring with no answer.
Begin Dampen Percentage: Only available when you select the Override Business Unit Abandon Rate checkbox and have enabled skill-level modification of the abandon rate in your business unit. When the abandon rate reaches this percent of the threshold, the skill throttles the ratio being used to limit the risk of abandoned callCall that enters the contact center system, but the caller ends the call before reaching an agent. calls.
Abandon Rate Cutoff: Only available when you select the Override Business Unit Abandon Rate checkbox and have enabled skill-level modification of the abandon rate in your business unit. It is the value subtracted from the Abandon Rate Threshold to determine when the system limits calling to 1:1 to limit the risk of abandoned callCall that enters the contact center system, but the caller ends the call before reaching an agent. calls.
Abandon Rate Threshold: Only available when you select the Override Business Unit Abandon Rate checkbox and have enabled skill-level modification of the abandon rate in your business unit. It is the maximum percent of abandoned callCall that enters the contact center system, but the caller ends the call before reaching an agent.s the system allows.

General Pacing Settings

Maximum Ratio

The maximum dialing ratio, or the number of calls PC places per agent. When you set the ratio to more than one call per agent, the system performs predictive dialing. When you set the ratio to one call per agent, the system performs progressive dialing. The available range of values depends on your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx settings. If you want to dial between four and six calls per agent, contact your account manager. The actual dialing ratio changes depending on various parameters. For information about throttling, see Diagnose Call Throttling.

The dialing ratio affects the number of ports required. For example, if 10 agents are logged in to a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge with a 3:1 dialing ratio, you must have 30 available ports.

Aggressiveness

Determines how quickly the system ramps up the maximum dialing ratio. You can choose from three settings: Conservative, Moderate, and Aggressive.

The settings of this field are relative and modifiable. If you are interested in altering the aggressiveness of any of these three settings, contact your account manager.

Setting your Aggressiveness to anything besides Conservative can cause your system to reach the maximum allowed abandon rate too quickly. When that occurs, safety protocols invoke a 1:1 dialing ratio. If you have a success rate of answered calls lower than 20%, you might consider setting this higher.

Enable Dialing by Proficiency

Only available for voice skills when you select the Enable Dialing by Proficiency in your business unit. PC selects which available agent should receive the next call based on each agent's score in the skill. The score is determined by proficiency level, wait time, maximum number of calls, and maximum wait time to consider.

Proficiency Factor

Only available when you select Enable Dialing by Proficiency for a voice skill. It specifies the weight PC should place on an agent's proficiency level when it determines which agent should receive the next call. It must be a number between 1 and 999. The default value is 1.

Wait Time Factor

Only available when you select Enable Dialing by Proficiency for a voice skill. It specifies the weightPC should place on how long an agent has been waiting for a call when it determines which agent should receive the next call. It must be a number between 1 and 999. The default value is 10.

Max # of Calls

Only available when you select Enable Dialing by Proficiency for a voice skill. It specifies the maximum number of simultaneous calls per agent. It must be a number between 1 and 10. The default value is 7.

Maximum Wait Time to Consider

Only available when you select Enable Dialing by Proficiency for a voice skill. It specifies the maximum amount of wait time in seconds PC should consider when it determines which agent should receive the next call. It must be a number between 0 and 999. The default value is 180.

Notification Settings

End-of-list Notification Delay: The amount of time between when the system detects a lack of calling records and notifies the supervisor through Skill Control.
Notify Agents When List Is Empty: When selected, agents also receive notification through the marquee that PC reached the End-of-list Notification Delay time and the calling list is empty.

Pacing Safety Controls

Percentage of Agents Before Overdial: The percent of agents that must be waiting before PC allows more than one call per agent. This prevents PC from launching multiple calls so sufficient agents are available to receive "hopped" calls and the abandon rate is protected.
Block Multiple Calls: If selected, allows only one call per agent. An alternative to this setting is to set Maximum Ratio to 1.

Related Tasks

Change the Maximum Dialing Ratio