Manage Multiple Skills Page

Required security profile permissions: Skills Create

You can upload multiple skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge at the same time either to create new skills or to modify existing ones. If you use the bulk upload tool to modify existing skills, it is a best practice to use the Row Changed column in the file where you indicate which skills changed. Otherwise, the platform considers all rows to be updated and takes much longer to upload the file. This topic documents all fields and buttons available when you upload new or modified skills in bulk.

Buttons

Download Template: Downloads a spreadsheet template in .csvComma-Separated Values file; used to store tabular data such as a spreadsheet or database. format that includes all columns you need to fill in to bulk upload skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.
Download Existing Skills: Downloads a spreadsheet in .csv format that contains all points of contact in your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx. This enables you to easily modify settings for existing skills.
Upload File: Uploads the file you selected and processes the rows to convert them to skills.
Cancel: Cancels the request to upload skills.

Fields

Select File: Enables you to locate a file on your hard drive containing skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to upload.
File Type: The type of file you selected in Select File. It must be either Text (.csvComma-Separated Values file; used to store tabular data such as a spreadsheet or database.) or Excel (.xlsx).
Rows to Include: Whether you want to process Changed Rows Only or All Rows. If you choose Changed Rows Only, you must mark Y in the Rows Changed column of the spreadsheet for all rows that you modified.

Template Rows

The following fields are included in the templates available when you click Download Template or Download Existing Skills. Only files that use the template structure can be used to upload skills successfully.

Row Changed

Indicates to the system whether information in the row changed. When you put a Y in this column, the system processes the row. If you leave this column blank or put an N in it, the system does not process the row. By indicating which rows have changed, you can significantly decrease the processing time on upload.

Skill ID

The system-assigned unique ID of the skill. If you are creating skills, leave this blank. If you are modifying points of contact, type the unique ID of the skill. You cannot use this column to change the ID.

Media Type ID

The number associated with the media typeA medium, such as voice, email, and chat, through which a contact connects with an intended recipient. of the point of contact:

1 — Email
3 — Chat
4 — Phone
5 — Voicemail
6 — Work ItemCustomizable method of delivering contacts to an agent via Studio scripts.

Skill Name

The unique, descriptive name of the skill.

Inbound/Outbound

Whether the skill is Inbound or Outbound. The default is Inbound.

Campaign

The campaignA grouping of skills used to run reports. to which the skill belongs. Leave this cell blank to apply the default campaign.

Email From Address

Required for email skills. The email address the contact sees as the sent-from address, or the email address of the agent.

Email BCC Address

Applicable only to email skills. Allows you to optionally enter an email address to which you want a blind carbon copy of the email sent, or a copy of the email to a second address that the contact does not know about.

Service Level Threshold

Specifies the number of seconds in which agents must respond to meet either a service level agreement SLAService Level Agreement; commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities. or your own required service level. For example, if your SLA for this skill is to have 80% of contacts responded to in 20 seconds, enter a value of 20. The default is 30.

Service Level Goal

Specifies the number, expressed as a percentage, of contacts which must be responded to by the Service Level Threshold. For example, if your SLA for this skill is to have 80% of contacts responded to in 20 seconds, enter a value of 80. The default is 90.

Enable Blending

Boolean value. Only applicable to Personal Connection (PC) skills. Enables SLA blending, which reassigns agents from outbound skills when the SLA falls below the configured Service Level Threshold.

Inactive Blending Timer

Only applicable to PC skills when Enable Blending is True. The minimum number of seconds an agent is retained for outbound activity before being released to handle other work.

Enable Short Abandon Threshold

Boolean. If True, allows data collection and reporting on contacts that fall within the skill-specified Short Abandon Threshold.

Short Abandon Threshold

Required if Enable Short Abandon Threshold is True. Specifies an interval in seconds. Characterized by queued contacts that end prior to being delivered to an agent and before the time specified in the Short Abandon Threshold. For example, if the value is set to 10, and a contact ends after seven seconds without being delivered to an agent, the contact would be reported as a short abandon. The default value is 15.

Short Abandons

Boolean. If True, short abandons count against the service level. The default is True.

Other Abandons

Boolean. If True, abandons not meeting the short abandon definition count against the service level. The default is True.

Use Screen Pops

Boolean. When True, causes the system to launch screen pops with record information when an agent connects to a contact. The default is False.

Use Custom Screen Pops

Boolean. When True, enables you to configure custom contact center data to appear in the screen pops for this skill. The default is False.

Application/Webpage

When you set Use Custom Screen Pops to True, you must select whether the custom data you want to provide is available via an application or a webpage. The value can be either Application or Webpage.

ApplicationWebpagetext

If Use Custom Screen Pops is True, specifies the path to the application or webpage

Initial Priority

Integer. Specifies the base level priority for all fresh records and retries, but not callbacks, for the skill. The default value is 0.

Acceleration

Integer. How quickly the priority of the skill increases. For PC, the best practice is to set this value to 0 because there is no queue for people waiting to be answered. The default is 1.

Maximum Priority

Integer. The maximum priority that a contact using this skill can have. If you choose not to use Acceleration, this value should match the Initial Priority. The default is 1000.

Assigned Users

A semi-colon-delimited list of the agent IDs of the agents assigned to the skill.

Assigned Points of Contact

A semi-colon-delimited list of the point of contact IDs of the points of contact assigned to the skill.

Interruptible

Boolean. Only applicable to email skills. When True, an inbound phone call to a skill with a higher priority than this skill can interrupt an email.

Minimum Working Time

Applicable to email skills. The minimum number of seconds an agent must be able to attend to an email before a phone call can interrupt it. For example, if this value is set to 30, a higher priority call received at 20 seconds would not interrupt the email, but a call at 35 seconds would. This field is disabled if Interruptible is True.

Hours of Operation

The name of the hours of operation profile assigned to this skill.

Caller ID

The phone number you want contacts to see on the caller ID. Legally this must be a number where they can reach your system.

Custom Script

A custom Studio script that runs when communication occurs via this skill. Your Studio script can control things like answering machine laydown, agent script sessions, custom abandon messages, and custom screen pops. Type the path and file name of the script.

Workforce Intelligence Minimum Agents

Integer. The minimum number of agents that must belong to this skill. This setting prevents automatic rule actions associated with Workforce Intelligence rules from removing too many agents from the skill. When the number of agents reaches this number or lower, all skill removal actions, even automatic ones, require approval.

Chat Warning Threshold

Applicable to chat skills only. Integer. The number of seconds that must pass until a chat inactivity warning appears to an agent. This is helpful for agents handling multiple chats.

Agent Typing Indicator

Applicable to chat skills only. Boolean. When True, turns on the typing indicator for agents using MAX or Agent for Salesforce to show contacts that the agent is currently typing a response in the chat.

Patron Typing Indicator

Applicable only to chat skills. Boolean. When True, turns on the contact typing preview for agents using MAX or Agent for Salesforce so the agent can see what the contact is typing before they send the message.

Outbound Strategy

Applicable only to outbound voice skills. How an outbound phone interaction is initiated. You must type either Manual or Personal Connection.

Deliver Numbers Serially

Applicable only to PC skills. Boolean. When True, PC selects an available agent to handle a possible connection and attempts all destinations associated with a record in the order specified in the skill cadence. This can increase the odds of reaching the contact. The agent is tied to the connection attempts and, by default, is unable to take inbound contacts until the contact answers or PC finishes attempting all destinations in the record. After PC completes a round of attempts on the record, the record rests. When destinations in the record are available for dialing again, PC delivers the record to any one available agent to attempt its destinations again.

Cradle to Grave Option

Applicable only to PC skills where Deliver Numbers Serially is True. When True, the agent who receives the first attempt on the record is assigned to that record until it retires. PC does not attempt to reach any destination in the record unless the agent who was first delivered the record is available.

Priority Interrupt

Applicable only to PC skills where Deliver Numbers Serially is True. Enables blending with serial dialing so that, when PC is attempting the destinations in a record, a high priority inbound call can interrupt the attempts. When the agent finishes handling the priority inbound interaction, PC resumes attempts on the record until it has tried them all or the contact answers.

Agentless

Applicable only to PC skills. Boolean. When True, PC automatically dials phone numbers of contacts from a calling list and either play a pre-recorded message or initiate an IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. menu for the contact.

If you are creating a PC SMS skill, Agentless indicates that the sole purpose of the skill is to send a text message to each record. If you do not select Agentless in an SMS skill, you can still set up SMS in the cadence of the skill to include SMS along with PC phone calls to the records configured with both voice and SMS destinations. PC sends these text messages without involving an agent but it requires that an agent be logged in for the message to be sent.

Ports Used

Applicable only to PC skills where Agentless is True. Integer. The number of your ports this skill can use.

Calling List