ONRESKILL

Invoked any time an agent transfers a contact to a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge queue.

Supported Script Types

Generic	Email	Chat	Phone	Voicemail	Work Item

Properties

None

Branches

Default

The Default branch condition will always be used.

Tips and Tricks

• ONRESKILL is an event.
• The ONRESKILL does not apply to a transfer of the contact to a specific agent, which invokes an ONTRANSFER action.
• A transfer using ONRESKILL will over-ride the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge configuration with a “Transfer to” script.
• An ONRESKILL acts just like an outbound call that just so happens to result in a new inbound call. The inbound portion of the contact will have a new ContactID but retain the original MasterID.
• Both portions of the contact should be logged using separate LOGCALL actions.