Add Skill

Skills created in Nice CXone have a default callable time set from 9:00 am to 9:00 pm in the active time zones. This behavior is replicated when these skills are synced into the Campaign Manager. If an Administrator creates a skill, it is saved as Always Active for the active time zones, enabling agents to receive calls 24/7. The callable time is then controlled by Campaign Manager's call strategy. Use the Add Skill to add a new skill.

Note:

A skill cannot be deleted from the Campaign Manager.

Perform the following steps:

1. Select a Media Type. This is the medial type that the skill is allowed to use. For example, agents attached to this skill can use only a phone call. Some other skills allow the agents to use only Email Interaction.

2. Select a Calltype to define the direction of the call such as always Outbound.

   Note:

   The Nice CXone application does not allow you to create a skill with Inbound calltype from Campaign Manager.

3. Select an Outbound Strategy. Select an appropriate strategy for this skill. The strategies configured for this skill in the application are listed in the dropdown list.

4. Enable the Enable Priority-Based Blending for an agent to receive calls from any mapped skill automatically, instead of having to manually check which of the mapped skills have calls to be answered.

5. Enable the Deliver Numbers Serially for Personal Connection to select an Available Agent to handle a possible connection and attempts all destinations associated with a record in the order specified in the skill cadence.

6. Enable the Agentless to specify if the system automatically dials the phone numbers of contacts from a calling list and either plays a pre-recorded message or initiates an IVR menu for the contact.

7. Set the Ports Used to select the Agentless option. You must type the number of ports to use for agentless dialing.

8. Set the Workforce Intelligence Minimum Agents to specify the minimum number of agents that must belong to this skill.

9. Set the Workforce Intelligence Minimum Available Agents to specify the minimum number of available agents that must be maintained for this skill.

10. Click Next.

Perform the following:

1. Go to the Agent Mapping.

2. All the agents available on the application are listed. Select the agents that you require for this skill. An agent can be mapped to multiple skills.

3. Click Next.

Perform the following steps:

1. Select the Process Contacts as Preview Required.

2. Select a Preview Required Delivery Mode. The experience that is delivered for a record is flagged as Preview Required. The four choices are varying forms of preview experiences. Selecting None delivers the record with no preview experience.

3. Set the value for Initial and Subsequent under the Preview Required Timeout. the values can range from 1-300.

   1. The Initial value defines the duration in seconds that the agent decides to accept the record before the default action is taken.

   2. The subsequent value defines the duration of time that the agent takes on subsequent destinations to accept the call. This was designed with the understanding that the agent must not need the same amount of time to consider whether to accept the call after the first one has been accepted.

4. Select Accept or Requeue as the default action for Preview calls under the Preview Required Default Action.

5. Select the required options from Requeue, Reschedule, and Snooze for a call under the Options to Display to Agents.

6. Click Next.

Perform the following steps:

1. Set a value for Minimum Retry Minutes to define the minimum number of minutes before the outbound contacts can be retried.

2. Set a value for Maximum Attempts to define the maximum number of times a contact is tried except if manually called by an agent.

3. Set a value for Default Contact Expiration to define the time duration for which records are stored on the virtual cluster.

4. Set a value for Consecutive Attempts Without a Live-Connect to define the number of attempts to make to deliver a call for agent handling before considering for an Inbound Call. This diminishes the ping-pong effect of priority blending.

5. Set a value for Inactive Blending Timer to define the minimum number of seconds that an agent is retained to support outbound activity before releasing to take other work.

6. Set a value for Maximum Ringing Duration to define the number of seconds that the phone rings before considering a no answer by the system.

7. Enable the Override Business Unit Abandon Rate to calculate the abandon rate based solely on the activity in this skill instead of across the skills collectively in the Business Unit.

8. Set a value for Begin Dampen Percentage. When the abandon rate reaches this percentage of the target threshold amount, the system begins to throttle the ratio being dialed to limit the number of abandoned calls.

9. Set a value for Abandon Rate Cutoff to subtract the cutoff value from the abandon rate to determine when the system calls at a 1:1 ratio to limit the risk of having abandoned calls.

10. Set a value for Abandon Rate Threshold. The targeted maximum percentage of abandoned calls allowed while running the skill, used along with the other governance settings to control the aggressiveness of the pacing engine.

General Pacing Settings

1. Select a Maximum Ratio to allow a maximum number of calls per waiting agent that are dialed.

2. Select an Aggressiveness to define the speed at which the system ramps up to the maximum dialing ratio.

   1. Conservative is normal speed. It is the recommended setting.

      Note:
      Conservative may cause the system to reach the maximum allowed abandon rate too quickly and cause the safety protocols to reach a 1:1 dialing mode.

   2. Moderate is faster.

   3. Aggressive is the maximum speed. Aggressive is not recommended except for a list with a reach rate of less than 10%.

Notification Settings

1. Set the End-of-list Notification Delay. The number of seconds the system waits after receiving no record back from the calling list before notifying administrators and agents.

Pacing Safety Controls

1. Set the Percentage of agent before overdial. The percentage of agents are waiting before the system allows more than one call per agent.

2. If required, enable the Block Multiple Calls. If enabled, the system retries the contacts that have been called at least once. To try a contact just once, disable this option.

3. Click Next.