Skills (Predictive Dialer)

Owned by Olesya Tantsyura
Last updated: Jun 04, 2024
4 min read

1. Description

It is designed to assign the Skills an Agent must have to serve the Queue.

It consists of the following elements:

  1. Search field (Fig.1(1));

  2. Creation tool (Fig.1(2));

  3. Refresh button (Fig.1(3));

  4. Registry (Fig.1(4));

  5. Pagination (Fig.1(5)).

Fig. 1. Skills tab

1.1. Search field

The search is performed on the Name column.

1.2. Creation tool 

1.3. Refresh button

(Fig.1 (3)).

1.4. Registry

The registry is a list of entries of existing objects in this partition, each of which consists of a set of fields:

  1. Checkbox;

  2. Name;

  3. Capacity;

  4. Level;

  5. Bucket;

  6. State;

  7. Editing tool;

  8. Removal tool.

1.4.1. Checkbox

Use to select one or more entries. An additional delete tool appears after selecting one or more entries. Information about the number of entries chosen for deletion appears when you hover over this tool.

1.4.2. Name

The name of the Skill is displayed here.

1.4.3. Capacity

Here is the range of Skill levels that Agents must master to serve the Queue.

1.4.4. Level

This displays the level of the Skill that is listed in the Name field. The level can be set from 1 to 1000. The more calls need to handle, the more Agents need.

Suppose there are not enough Agents from the first level. In that case, Agents from the second/next level who have the capacity are taken. 

Level 1 is the highest priority. It is used first.

The Agent's capacity is set in the Skills tab of an Agent.

If the capacity of the Agent is a number that borders on several levels, then such an Agent will fall into both the first and second levels (Fig. 3).

Fig. 3. Level skills

1.4.5. Bucket

This displays the Buckets set up for this Skill when the entry was created.

The field is empty if the Bucket is not assigned.

If there are several Buckets, then the name of one Bucket and the number of other Buckets are displayed. When you click on the number next to the Bucket's name, the Buckets modal window (Fig. 4) opens, which shows a list of Buckets set up for this Skill. More information about Buckets can be found here.

Fig. 4. Buckets modal window

1.4.6. State

A switch that is responsible for enabling and disabling the Skill by the position:

- the Skill is enabled;

 - the Skill is disabled.

1.4.7. Editing tool

1.4.8. Removal tool

This button is used to remove an entry. When you hover over the remove button, information with the tool's name is displayed. After clicking the remove button , the entry is removed.

1.5. Pagination

2. Opportunities

2.1. Add Skill to the Queue

Goal

Add Skill to the Queue

Goal

Add Skill to the Queue

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues partition in the Admin application;

  3. Permission to create or edit, in the Queues partition;

  4. The presence of a Queue or the creation of a new one.

Steps

 

  1. Press the Add button. The Add skill modal window opens.

  2. Enter data.

  3. Click on the Save button.

Result

The modal window closes. Data saved. The entry has been added to the registry. A list of Agents matching the entered data has been added to the Agents tab.

2.2. Remove the Skill to the Queue

Goal

Remove the Skill to the Queue

Goal

Remove the Skill to the Queue

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues partition in the Admin application;

  3. Permission to create, or edit, in the Queues partition;

  4. The presence of a Queue or the creation of a new one;

  5. At least one Skill entry.

Steps

 

  1. Find the entry the Skill you want to remove.

  2. Click the remove button - .

Result

The skill is removed. From the Agents tab, the Agents suitable for this Queue only for this Skill were removed.

2.3. Edit Skill parameters for the selection of Agents in the Queue

Goal

Change the level, capacity, or Bucket in the setup of Skill

Goal

Change the level, capacity, or Bucket in the setup of Skill

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues partition in the Admin application;

  3. Permission to create, or edit, in the Queues partition;

  4. The presence of a Queue or the creation of a new one;

  5. At least one Skill entry.

Steps

 

  1. Find the entry for the Skill you want to change.

  2. Press the edit button . The Edit skill modal window opens.

  3. Enter change. The Save button becomes active.

  4. Click on the Save button.

Result

The modal window closes. Data saved.

2.4. Enable/disable a Skill for the Queue

Goal

Enable a Skill for the Queue.

Goal

Enable a Skill for the Queue.

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues partition in the Admin application;

  3. Permission to create, or edit, in the Queues partition;

  4. The presence of a Queue or the creation of a new one;

  5. At least one Skill entry.

Steps

 

  1. Find an entry of the Skill you want to enable.

  2. Move the switch in the State field to the active position.

Result

Data saved. The Skill is on.