Maintaining Tenant Space Skill Queues

Context

After modifying the subtype of a multimedia skill queue, you need to modify the associated called route, agent configuration, channel configuration, IVR flow, and intelligent IVR flow.

Prerequisites

• A tenant has been created.
• Permissions on operations under the current menu controlled by separate permissions have been configured. For details about the operation permissions that can be configured separately, see Table 1.

Procedure

1. Sign in to the AICC as a tenant administrator using the account and password set during tenant creation.
   

   If you forget the password, sign in to the AICC as the system administrator, choose Call Center > Tenant Management, click Edit in the Operation column corresponding to the tenant space, and click Reset Password in the upper right corner to change the password of the tenant administrator.

2. Choose Configuration Center > Employee Center > Skill and click New to add a skill queue for the VCC.

   You can directly use or edit the default skill queues automatically created after the system is installed, add new skill queues, or copy existing skill queues. The maximum number of skill queues of a tenant is specified by the system parameter Max. Skill Queues for Each Tenant. The value ranges from 1 to 5000. The default value is 1000.

3. On the New Skill Queue page, set parameters based on Table 1.
   Figure 1 New Skill Queue page
   

   Table 1 Parameter description

   Parameter	Description
   Skill Queue Name	The value can contain a maximum of 100 characters.
   Description	The value can contain a maximum of 255 characters.
   Type	The options are as follows: Voice: A voice skill queue handles voice businesses. Multimedia: A multimedia skill queue handles multimedia businesses. Video: A video skill queue handles video businesses. Voice Click to Dial: A voice click-to-dial skill queue is used together with multimedia businesses. During a text chat with an agent, a customer can directly make a voice call to the agent. Video Click to Dial: A video click-to-dial skill queue is used together with multimedia businesses. During a text chat with an agent, a customer can directly make a video call to the agent. NOTE: Click-to-dial skill queues apply only to the web channel. Default value: Voice
   Subtype	This parameter needs to be set when Type is set to Multimedia. Select a channel type. The options are as follows: EMAIL WEB SMS WECHAT FACEBOOK TWITTER LINE WHATSAPP INSTAGRAM TELEGRAM
   Organization Unit	Add an OU for a skill queue. The options are as follows: Tenant administrator: All OUs under the current tenant are available. Common agent: If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs that have the read and write permissions are available. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, Unorganized and all OUs are available. If the value of Organization Unit is left empty, Unorganized is selected.
   Max. Waiting Time (s)	Default value: 60 Unit: second Value range: 1–60000
   Maximum call duration (s)	For agent service, the duration of conversations between agents and customers needs to be limited. If the duration from the time when a customer initiates a call to the time when the call ends exceeds the value of this parameter, the system automatically releases the call. Default value: 86400 Unit: second Value range: 1–86400
   Duration (s) in Arranging State	Duration during which an agent is in wrap-up state after a call ends. After this duration, the agent enters the idle state and can answer calls from customers. The interval between maximum wrap-up state durations is 5. If the value is in the range of [1,5), the actual maximum wrap-up state duration is 5; if the value is in the range of [5,10), the actual maximum wrap-up state duration is 10; if the value is in the range of [10,15), the actual maximum wrap-up state duration is 15; and so on. For example, if the value is 12, the actual maximum wrap-up state duration is 15. Default value: 5 Unit: second Value range: 0–3600
   Queuing call insertion mode	Queuing mode of a call that is returned to the original skill queue due to rejection by an agent or no answering within the specified period. The options are as follows: Head of the team: The call is ranked first in the same skill queue. Requeue: The call is ranked first, last, or middle in the same skill queue.
   Queuing	Personalized configuration. The options are as follows: Queuing timeout processing configuration Skill Timeout Release (default) Transfer Transfer Type Skill Queue IVR The default value is IVR. When Type is set to Multimedia, Transfer Type can only be Skill Queue. Select IVR/Select Skill Queue busy or overflow processing Skill Busy Release (default) Transfer Transfer Type Skill Queue IVR The default value is IVR. When Type is set to Multimedia, Transfer Type can only be Skill Queue. Select IVR/Select Skill Queue Usage (%) Device usage of the transferred-to skill queue when Transfer Type is set to Skill Queue. Device usage (%) = (Number of non-idle agents/Number of signed-in agents) x 70% + (Number of queuing calls/Maximum number of queuing calls) x 30% This parameter is valid when Transfer Type is set to Skill Queue. The system can transfer a call to a skill queue only when the device usage of the skill queue after the call transfer is lower than the value of this parameter. Otherwise, the system releases the call. The value ranges from 0 to 100. Forwarding on Busy Condition Device Usage (%) Waiting duration (s) Device Usage Threshold (%)/Waiting duration (s) If Forwarding on Busy Condition is set to Device Usage (%), the value of Device Usage Threshold (%) ranges from 0 to 100. If Forwarding on Busy Condition is set to Waiting duration (s), the value of Waiting duration (s) ranges from 0 to 9999. Maximum call queuing data calculation method Fixed value: The value of Maximum number of queuing calls is used as the maximum number of queuing calls. Percentage of signed-in agents: The value of Scale Factor is divided by 100 and then multiplied by the number of signed-in agents. The calculation result is rounded up and used as the maximum number of queuing calls allowed in the skill queue. Maximum number of queuing calls/Scale Factor If Type is set to Voice or Video, the value ranges from 0 to 10000. If Type is set to Multimedia, Voice Click to Dial, or Video Click to Dial, the value ranges from 1 to 10000. Call processing on nobody on-duty Call Processing on Nobody On-Duty Release (default) Transfer Transfer Type Skill Queue IVR The default value is IVR. When Type is set to Multimedia, Transfer Type can only be Skill Queue. Select IVR/Select Skill NOTE: Calls in voice, video, and click-to-dial skill queues can be transferred to IVRs or skill queues. Calls in multimedia skill queues can be transferred only to skill queues. The skill queue selected for call transfer must be of the same type as the skill queue to be created.
   Setting Prompt Information Parameters	Personalized configuration. This configuration is available only when Type is set to Voice or Video. The options are as follows: Queuing configuration Queuing Method Default Wait Tone (default) Customizing the Wait Tone IVR Select IVR/Please select a waiting tone Hold waiting configuration Keeping Method Default Keeping Tone (default) Customizing the Wait Tone Please select a keeping tone Agent answer mode configuration Answer Type Report employee ID (default) Report no voice Report employee ID and customized voices NOTE: The waiting tones can be set only for voice and video skill queues and are not displayed for multimedia and click-to-dial skill queues.

4. Click Save.
5. Click the Skill Group tab. Click New to add a skill group.
   Figure 2 Adding Skill Group page
   

   The following table describes the skill group parameters.

   Table 2 Skill group parameters

   Parameter	Description
   Skill Group Name	Enter the name of a skill group. The value can contain a maximum of 64 characters.
   Organization	Add an OU to a skill group. Tenant administrator: All OUs under the current tenant are available. Common agent: If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs that have the read and write permissions are available. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, Unorganized and all OUs are available. If the value of Organization is left empty, Unorganized is selected.
   Skill Queue	Click to select a skill queue.
   Agent Skill Weight	If an agent signs in to multiple queues, the agent preferentially handles calls in the queue with the highest skill weight. This text box is displayed only after you select a skill queue.
   Agent Weight	Calls are preferentially assigned to agents with higher weights. This text box is displayed only after you select a skill queue.

6. Click Save. The skill group list is displayed.