You will be presented with various options to configure your skill. Each option is explained below:
Name: This is the name of the Skill.
Priority: This number defines the priority of the skill. The higher this number is, the sooner this call will be delivered to an agent with this skill. For example: if I have one agent who is a member of two skills, one skill with a priority of 0 and the other with a priority of 1, and there are calls queuing both skills, the calls queuing the skill with priority 1 will be given to the agent first.
Algorithm: There are 4 options to select.
- Intelligent Highest Skill First: This will use advanced logic to determine who the call should be delivered to based off of the ranking of an agent in this skill, the membership of the agent in other skills and the priority level of other the skills.
- Most Idle: Calls will be delivered to the person who has been idle the longest.
- Circular: Calls will be delivered to each agent in a circular fashion, rotating equally among agents.
- Linear: Calls will be delivered to the highest ranked agent who is available.
Tag: This will need to match the Description tag of the routing within the Voicemail Pro
Queue Announcements: Here you can customize which announcements will play to callers in queue. See here for further details.
Queue Music: Here you can select what music the callers in the queue will hear while waiting. See here for further details.
Queue Timeout: Here you can configure the skill to send callers to a specified destination after a certain amount of time has passed. This destination can be another skill or a number.
Queue Overflow: Here you can configure the skill to send callers to the specified destination when a certain criteria is met. This destination can be another skill or number. The three overflow criteria options are:
- Never: Calls in this skill will never overflow.
- No Agents Enabled in Skill: Calls in this skill will overflow to the specified destination if no Agents are Enabled in the current skill.
- No Agents Ready for Skill: When selected, calls will overflow to the specified destination if no Agents are Ready for the current skill.
Queued Callback Strategy: If you have the Queued Callback Feature, you can define your Queued Callback Strategy here. The three options are:
- No Queued Callback: Calls in this skill will not utilize Queued Callback.
- Wait in Queue: Calls that accept a Queued Callback will wait until they are first in line. Once the caller is first in line, the phone system will attempt to call that person and offer them a call. If accepted, the person will be connected to the queue until their call is answered. This is recommended in environments where call durations are short and Agent time is precious.
- Reserve Agent: Calls that accept a Queued Callback will wait until it is their turn. Once it's the caller's turn, an Agent will be removed from the queue and the phone system will attempt to call the person to offer them a call. If accepted, the person will be connected to the reserved Agent. This is recommended if average call durations vary in length. Note: if the reserved Agent chooses to become unavailable (by pressing DND for example), then the caller will be placed first in the queue.
Queued Callback Snooze: If a caller doesn't answer a Queued Callback call or chooses to snooze the call, this is the duration of time Chronicall will waiting before triggering the phone system to attempt another callback.
Outbound Call Prefix: Phone systems typically require a digit to be pressed prior to connecting to an external line. For example, if I wanted to dial my customer at "888-555-1234". I first need to press 9 and then enter those digits, resulting in "98885551234". This setting alerts the skill to dial this prefix prior to entering the digits submitted by the caller during the Queued Callback prompt.