You will be presented with various options to configure your skills. If you do not see a section of this menu on your installation then you do not have the proper license for it. Each option is explained below:
Skill
- Skill Name: This is the name of the Skill.
- 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
- E.g. 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. If there are calls queuing both skills, the call queuing the skill with priority 1 will be given to the agent first
- The higher this number is, the sooner this call will be delivered to an agent with this skill
Voice Settings
- Routing Algorithm: There are 4 options to select:
- Intelligent Highest Skill First: This will use advanced logic to determine which agent the call should be delivered to based on the ranking of the agents 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 agent 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
- Skill Routing Identifier: (AKA Tag) This will need to match the Skill Routing Identifier as it appears in the phone system
- Language Pack: Change the language that the queue announcements
- Queue Announcements: Here you can customize which announcements will play to callers in queue
- Queue Music: Here you can select what music the callers in the queue will hear while waiting
- 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 Overflow Destination when certain criteria are 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.
- Digit Actions: These can be programmed to allow customers to navigate to other hunt groups, multimedia skills, voicemail boxes or direct extensions from this skill
- Customers will not know what options are available without Queue Announcements detailing them
- To navigate to:
- Hunt Groups or Voicemail boxes - Input their shortcode created in VM Pro
- Direct extension - Input the extension's number
- Different Multimedia Skill - Write in the Skill Name of the other skill you wish to route to
- Max Calls Allowed in Queue: You can set a maximum number of calls allowed in your skill queue before overflowing to another skill, Hunt Group, voicemail box, or direct extension
- See Digit Actions for options to transfer to, along with instructions on implementing each
- Clear Queue at End of Day: Configuring this option will allow you to remove all queued calls from this skill at a time of day you select
- See Digit Actions for options to transfer to, along with instructions on implementing each
Queued Callback Settings
- 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 the queue
- 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 an Agent becomes available
- 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 or chooses to snooze the call, this is the duration of time Chronicall will wait before triggering the phone system to attempt another callback.
- Outbound Dial Code: Phone systems typically require a digit to be pressed prior to connecting to an external line. This setting alerts the skill to dial this prefix prior to entering the digits submitted by the caller during the Queued Callback prompt.
- For example, if I wanted to dial my customer at "888-555-1234" the system would add a 9, and then enter those digits, resulting in "98885551234".
- Callback Offer Window: You can select the window of time that your system will offer Queue Callbacks
- This is typically used to avoid sending out Queue Callbacks too early or too late, especially when your customers span several time zones
- Clear Pending Callbacks: This is used to remove all pending Queue Callbacks from your skill at an appointed time
- Max Callback Attempts: This is the maximum number of times the system will attempt to reach a customer with a Queue Callback.
- This also includes the number of times the caller has chosen to "snooze" the Queue Callback
- Attempt to Guess Return Number:
- If set to "True", The callback scheduling tool will first offer to call the customer back at the number recognized as their caller ID, which may not be the best direct number for calling them back
- They can still press 2 to manually enter their own number
- If set to false, the only option will be for the caller to manually enter their callback number
- If set to "True", The callback scheduling tool will first offer to call the customer back at the number recognized as their caller ID, which may not be the best direct number for calling them back
- Include Estimated Wait Time: If set to "True" then the Queue Announcement will include the caller's estimated wait time
Chat Settings
- Invite Header Text: Select the words displayed to the customer in the Agent Chat menu popup
- When All Agents Are Busy: Change the title text when all agents are busy
- You have three additional options when this happens:
- Hide Chat Box - The Chat Box won't appear on screen to customers
- Offer Email - Will offer the email address configured within "Chat Widget Text Customization"
- Offer Chat Queue - Customers can queue for the next available Chat Agent
- You have three additional options when this happens:
- When No Agents Are Logged In: Change the title text when no agents are logged in
- You have two additional options when this happens:
- Hide Chat Box - The Chat Box won't appear on screen to customers
- Offer Email - Will offer the email address configured within "Chat Widget Text Customization"
- You have two additional options when this happens:
- Canned Messages: Create canned responses for your agents in order to save typing time
- E.g. "Greetings $customerName, my name is $agentName and I'm happy to be helping you today."
- Chat Widget Text Customization: This is a set of canned responses that have been pre-created for you that can be customized as well.
- Of all the options, make sure to configure the "Email offer" one at least
- This will ensure that the correct email address is offered to chat customers instead of 'mailto:email@example.com'
- Of all the options, make sure to configure the "Email offer" one at least