Nice CXone

Displays the mapped campaigns.

Skill name given on the Nice CXone application, or while creating on Campaign Manager using the API.

This indicates whether the group (Skill) is created using the Nice CXone API.

Yes indicates a group created using the API.

No indicates a group created on the Nice CXone application and synchronized with the Campaign Manager.

Switch to Start / Stop the skill. When you stop a skill, the corresponding calling list is deleted from the Nice CXone environment.

Indicates if the group is synchronized from the Nice CXone application or manually created on Campaign Manager.

This is the group status - Executing, Stopped, or Disabled. Disabled campaign groups are those unassigned in the Dialer Configuration functionality. You can assign those on the Dialer Configuration page.

Use the Edit button to edit a group.

Use the Stop button to stop an executing group. Stopping a group means contacts are no longer delivered to campaigns in the group.

Delete the group.

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 skills allow the agents to use only an Email Interaction.

The call type is the direction of the call, always Outbound.

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

Select an appropriate strategy for this skill. The strategies configured for this skill in the Nice CXone application are available in the dropdown.

This helps the 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.

When selected, Personal Connection 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.

Specifies if the system automatically dials phone numbers of contacts from a calling list and either plays a pre-recorded message or initiate an IVR menu for the contact.

When you select the Agentless option, you must type the number of ports to use for agentless dialing. The number must be below the maximum ports you have configured for your business unit. This value determines the maximum number of ports this skill is allowed to use to complete the delivery of the desired message.

Specifies the minimum number of agents that must belong to this skill. This setting prevents automatic 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.

Specifies the minimum number of available agents that must be maintained for this skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the skill. When the number of available agents reaches this number or lower, all skill removal actions, even automatic ones, require approval.

To activate the preview Mode.

Deliver mode of preview such as click to call. The four options vary forms of preview experiences. Selecting None delivers the record with no preview experience.

Defines the duration of preview timeout.

Defines the duration, in seconds, that the agent will have to decide whether to accept the record before the default action will be taken.

When using multiple number serial delivery, the amount of time that the agent has 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.

Allows an agent to accept or re-Queue Preview calls.

Provides an option for an agent to Re-queue, Reschedule, and Snooze a call.

This is the percentage of the agents waiting before the system allows more than one call per agent. The higher the percentage, the lower the chance of abandoned calls. The default value for this setting is 25%. For example, if 12 agents are logged in, 3 must be waiting before the system dials more than one call for each agent.

System retries contacts that have been called at least once. To try a record just once, disable this option.

Abandon rate is calculated based on activity in this skill, instead of across the skills collectively in the Business Unit. It enables the user to configure a value higher or lower than the limit defined in the business unit configuration

The skill-level value for the minimum number of minutes before the outbound contacts can be retried. This value synchronizes with the General Skill Settings and can be superseded at the outcome level or by Callback management.

The skill-level value for the maximum number of times a contact may be tried (except if manually called by an agent). This value synchronizes with the General Skill Settings and can be superseded at the outcome or phone number level. Callbacks use a separate value for this field.

This sets the time period that records are stored on the virtual cluster. After this time, the expired records are deleted from the virtual cluster but are still available in the data warehouse for reporting purposes. With Proactive XS, an expired record is checked into the CRM or another external system.

Number of attempts that should be made to deliver a call for agent handling, before being considered for an Inbound Call. This diminishes the ping-pong effect of priority blending.

Minimum number of seconds that an agent will be retained to support outbound activity, before being released to take other work.

The number of seconds that the phone rings before being considered a 'no answer' by the system.

If enabled, the abandon rate is calculated based solely on the activity in this skill instead of across the skills collectively in the Business Unit. This will enable the user to configure a value higher or lower than the limit defined in the business unit configuration.

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. Example, if the threshold is 3% and the value is 50, then the system would begin to dampen the aggressiveness of the pacing engine when the abandon rate reaches 1.50%.

The cutoff value is subtracted from the abandon rate to determine when the system calls at a 1:1 ratio to limit the risk of having abandoned calls. Example, for a skill having a threshold of 3.00% and a cutoff value of 0.2, 1:1 dialing ratio is enforced when the calculated abandoned rate reaches 2.8%.

The targeted maximum percentage of abandoned calls allowed while running this skill, used along with the other governance settings to control the aggressiveness of the pacing engine. The value is inherited from the Business Unit and can be adjusted for the skill if the 'Override BU abandon rate' field is enabled.

Maximum Ratio is the maximum allowed calls per waiting agent that can be dialed. The system may deliver a lower number based on the mathematical algorithm that is determining the maximum calls to dial to achieve the lowest wait time to receive another live call while not exceeding the various limits including abandon rate, defined by the user. 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 skill may allow the agents to use only an Email interaction.

The term Aggressiveness determines the speed at which the system ramps up to the maximum dialing ratio. Conservative as normal speed, the recommended setting, Moderate as faster, and Aggressive as maximum speed. Aggressive is not recommended except for a list with a reach rate of less than 10%.

The number of seconds the system waits after receiving no record back from the calling list before notifying administrators and agents.