Ensure top-notch service by creating and assigning skills to agents to improve the efficiency and effectiveness of your customer experience through skill-based agent assignments.
Creating a Skill
Search for Skills in the options menu. Click Plus (+) and fill out the required information. Click Save.
Information Tab
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Field Name |
Description |
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Name |
The name of the skill. NOTE: Clicking on the globe icon will allow the name to be entered in different languages. |
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Description |
The description of the skill. NOTE: Clicking on the globe icon will allow the description to be entered in different languages. |
Users Tab
Once a skill has been saved, users can be assigned to that skill and workflows to have the ACD use skill-based routing to route calls more efficiently to the appropriate users within a queue.
Third-Party Skills
This feature allows the system to route dialer calls to available non-dialer agents based on specific skills. The third-party skills would match a field in the field mapping to load the lead into the dialer list. The dialer will check for available agents with third-party skills before dialing the lead. If no agents are available with the third-party skill, it will not call the lead and will wait for a configurable amount of time before calling again.
NOTE: If no agents are available, Nextiva won’t go through the list and mark the lead as third-party skills, which sets the callback date for 24 hours.
Third Party Skills Tab
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Field Name |
Description |
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Minimum Available Users For Third-Party Skills |
How many users must have the Third Party skill before dialing starts with the Third Party Skills. |
First-Party Skills
First Party Skills are defined as skills-based routing for Progressive agents. Leads with the assigned skill are only presented to agents with the First Party Skill. If a lead has no associated skill, it will be presented to the longest available agent regardless of skill.
Like third-party skills, first-party skills are uploaded from a field in the leads’ file containing the skill. This is done by mapping a field in the field mapping to a field in the leads’ file.
In the Campaign object, in the First Party Skills tab, under “Field used for First Party Skill”, you select the field from the Field Mapping used when importing the file.
NOTE: The skill must be created and valid to work.