Skills

Infinity Skills are collections of settings that define how campaigns within Infinity operate. Skills also determine which projects an agent can “see” and work on. You can a select a skill through the Select Skill screen of Contact Manager.

To access the Skills editor, select the following menu options:

The Skills editor will now appear on an editing tab. The list on the left displays the available skills to the project; only the active ones if the toolbar icon is disabled.

Actions

The following skill actions are available through the toolbar on the top of the right panel:

Icon Description
Updates the list of skills
Adds a new skill by providing the required settings in Tabs
Edit the in Tabs of the selected skill
Removes the selected skill (with confirmation)
Save your skill changes
Toggles displaying the inactive skills

Parameters

The following parameters exist for a skill:

  • Active (checkbox): Whether the skill will be active or not.
  • Name: A descriptive name of this skill. It will be displayed to agents so it should clearly signify what campaign the user will be running should they select it.
  • Mode: It specifies the direction of calls for this campaign. The options are Inbound, Outbound and Blended (mixture of both).
  • Show Break Codes (checkbox): Whether or not are available for agents for selection.
  • Show Break Codes (drop-down list): Which set of Break Codes the agents can see (available only if the checkbox is selected).
  • Weighting: The amount of calls selected from each skill if the agent is assigned to more than one skill. However, if the user logs into the skill that has a zero weighting, then no weighting will occur.
  • AutoAnswer (checkbox): Whether or not calls are automatically answered.
  • CTI Mode: Determines how much control is ceded to the CTI Server over certain processes. Selecting Simple gives less control to the CTI Server and Complex gives more.
  • CTI Server: The CTI server settings to be used by this skill.
  • Dialling Prefix: The required Dialling Prefix (if any).
  • Dialling Parameters: The required Dialling Parameter.

Tabs

The tabs section in the bottom half of the screen is where you can assign various elements to the skill:

It allows you to assign/ remove users to/ from the skill.

Clicking the icon on the tab's toolbar opens the 'Select User' pop-up window.

  1. Select an Access Level and a (reporting) Team
  2. Provide any search text in First Name, Surname and User Logon Id fields (optional)
  3. Tick the Show Inactive Users checkbox if you want to display them in the results
  4. Click the icon
  5. Select one or more users on the search results by clicking anywhere in the rows
  6. Click the icon

Select a user and click the icon to remove him from the skill.

It allows you to assign/ remove tasks to/ from a skill.

The following actions are available through the tab's toolbar:

Icon Description

Open the 'Add Task' pop-up window and provide the following parameters:

  • Task Type: Select a type as defined in Task Types
  • Script: Select a script as defined in Screen Editor
  • Filter: Select a filter as defined in Filters
  • Calling Rule: Select a calling rule as defined in Calling Rules
  • Priority: Provide the task's priority
  • Active (checkbox): Whether the task will be active or not

Then click the icon of the pop-up window to proceed.
Modify the task's parameters and then click the icon to confirm.
Remove the selected task from the skill.

In this tab you can set up a DNIS entry to identify and route incoming calls to the skill.

The following actions are available through the tab's toolbar:

Icon Description

Add a new DNIS entry and map it to the skill.

Note: This is equivalent of adding a new DNIS entry on the DNIS screen.

On the 'Add DTN' pop-up window provide the following parameters:

  • Description: A friendly name for the DNIS number
  • Dialed Number: The full geographic number the customer has to call, i.e. 0345 1234567
  • DNIS: A 4 to 6-digit number used to route calls to agents
  • Script (drop-down list): Select the Infinity be launched with this DNIS
  • Task Type (drop-down list): The task type that is associated with the DNIS

Clicking the icon creates the new DNIS and auto-maps it to the current skill.

Modify the DNIS Script or Task Type and then click the icon to confirm.

Map an existing DNIS to the current skill.

Check the DNIS on the list, select a Script and Task Type and then click the icon to confirm.
Removes the selected DNIS from the skill (with confirmation).

In this tab you can manage the Hot Lists that can be "seen" by the skill.

The following actions are available through the tab's toolbar:

Icon Description

Map a hot list to the current skill.

Check the hot list on the list and click ththe icon to confirm.
Removes the selected hot list from the skill (with confirmation).

The following custom settings exist in this tab:

  • Recorder: Defines the recorder DLL to be used by the skill (if any)
  • Type: This is a special "Back Office" type, which means that toolbar event will be ignored
  • Search DLL: Allows you to specify a custom DLL to be shown for the search panel in the script. Custom DLLs can be defined at the Plugins screen.
  • History DLL: Allows you to specify a custom DLL to be shown for the history panel in the script. Custom DLLs can be defined at the Plugins screen.