Callflows. Call Center Actions. Required Agent Skills

Description: This is how the Required Agent Skills Action works and how it can be integrated into call flows.

After creating a new call flow, completing the Main Callflow Block with essential information, and assigning a Device to the configured call flow, you can implement the Required Agent Skills Block to the configured call flow. The Required Agent Skills Block is located within the Call Center group of Actions in the Catalog of Actions on the Callflow Configurator's right-hand side.

By using the drag-and-drop technique, you can transfer the Required Agent Skills Block from the Catalog and integrate them into several places of the Callflow diagram.

When you drop the Leave Queue Block onto the Callflow diagram, a pop-up window will appear displaying the various parameters of the Block that need to be configured. 

Two parameters need to be configured in that section:

• Add: this field allows users to add skills necessary for agents who handle incoming calls. To add a skill, type it in manually and click on the Plus button. To remove a skill, click on the Minus button next to it.

If you do not click on the Plus button, the entered value will not be saved, and a new field for the next skill will not appear.

• Remove: users can use this field to remove required skills that could have been previously set for agents who handle incoming calls. To add a skill to the delete list, type it in manually and click on the Plus button. To remove a skill from the delete list, click on the Minus button next to it.

Similar to the previous parameter mentioned above, if you do not click on the Plus button, the entered value will not be saved, and a new field for the next skill will not appear.

A properly configured Leave Queue Block integrated into a call flow will be displayed as follows.

Within the Block, you can find information about the number of skills that have been added and removed.

Once changes in the Callflow diagram have been made, the "Save" button will become active, and clicking on it will open a drop-down menu with three saving options. 

• Save Changes: by clicking this button, you will easily save all of the changes you have made. 
• Save and Duplicate: clicking on this button will save all modifications made to the current call flow and create a new call flow that duplicates the original. The name of the duplicated call flow will include the name of the original call flow, followed by the word "copy". 

The main Block of the duplicated call flow, which displays the extension and phone numbers in the original call flow, will be left blank. 

• Save and Create: clicking on this button will save all modifications made to the current call flow and create a new empty call flow. 
• Cancel: clicking on this button will cancel any modifications made to the call flow. If changes have been made, the system will prompt you to confirm the cancellation of those changes.