Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Enabling Manual Services/ Voice and Video Services/ Maintaining a Tenant Space Skill Queue
Updated on 2023-09-20 GMT+08:00
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Maintaining a Tenant Space Skill Queue

  1. Log in to the AICC as the tenant administrator.

    The tenant administrator account is created by the system administrator during tenant space enabling and distributed to the enterprise.

  2. Choose > Call Center Configuration > Skill Queue, click New to add a skill queue for the VCC, and click Complete.

    The parameters related to a skill queue are described as follows:

    • Max. Calls in Queue

      Maximum number of customers who are allowed to enter a queue when all agents are busy.

      If the number of customers in the queue reaches this value, no more customers who dial the customer service hotline can be added to the queue.

    • Max. Waiting Time (s)

      Maximum period for a customer to wait in the queue when all agents are busy.

      If the waiting duration of a customer in the queue exceeds this value, the customer will be disconnected.

    • Type

      Agents of the audio/video type handle voice businesses only. Agents of the multimedia type handle multimedia services only.

    • Duration(s) in arranging state

      Duration for an agent to enter the arranging state after a call ends. The default value is 5 seconds.

      If the duration exceeds this value, the agent enters the idle state and can answer calls from customers.

    • Config Skillpara

      Three scenarios can be configured: Skill Timeout, Skill Busy, and Skill NoAgents.

      Process Method

      The options are Release and Transfer. If the process method is Transfer, you need to add an IVR flow or a skill queue. Then, calls are transferred to the new IVR or skill queue.

    • For compatibility purposes, Type of a skill queue is set to Audio/Video by default if it is left empty.
    • You can click Refresh to display the latest data.
    • Process Method is set to Release by default.
    • If the new skill queue is set to an audio/video type, you can select IVR or Skill Queue from the Type column on the Skill Queue page.
    • If the new skill queue is set to a multimedia type, you can select only Multimedia from the Type column on the Skill Queue page.