17.2.14. Request Skills App

Summary

Used for: Make sure agents that answer a call from this path have certain skills
Container: Action
Call Policy: ✔
Data Analytics Policy: ✖

Configuration Details

The Request Skills app provides the capability for a routing policy to set which skills are most important to a caller, then inform a Call Queue app to match them to the agents that have been configured with the appropriate level of that skill within the Account Settings tab, or a user's profile within the Users tab. This can be used, for example, whenever a call comes in to a specific number (and therefore affects every call in a routing policy), or as part of a switchboard, where, depending on what selection a caller makes, it affects the type and proficiency of skill needed by the agent.

Policy Type

Location

The Request Skills app is found in the Action container:

Configuration

The options for this app consist of Name this item and Configure this Item:

Configure This Item

• If desired, select the checkbox for Delete all current requested skills in order to make sure any skills applied to a call earlier in a policy are removed.
• Click Add Skill to open a skill dialogue box:
  

From here, the appropriate skill can be selected and the range of proficiency that is needed within it can be specified (1-100 is available. 0 [No Knowledge] is not available). These are configured within the Account Settings tab.

As many skills as are required can be added - this makes a combination of skills that are equally important to the caller in the circumstance that this app is triggered.

Result

After a call has passed through this app, it passes on the the next app within the container (or the container itself). It has no functionality to link to a new container/app. The information specified by this app is then used by the Call Queue app to route the call most effectively.