Symptom / Need

You need to assign specific skills to agents to optimize the distribution of interactions based on their competencies.

Context / Scenarios

• Agent Organization: When you need to group agents by specialization, department, or skill level.
• Call Distribution: When setting up a new helpline or service that requires a specific group of agents.
• Resource Optimization: To improve the allocation of interactions based on agent availability and expertise.
• Implementation of New Services: When launching a new product, service or campaign that requires a dedicated Skill.

Answer (Solution/Recommendation)

To create a Skill in wolkvox Manager, follow these steps:

Step 1: Access the "Skills" tab.

In the left side menu, navigate to the "Agents & Skills" section and select the "Skills" tab.

Step 2: Create a New Skill. At the top of the screen, identify the action buttons:

• A button with a circular arrow (to refresh the list).
• A button called "Create skill" .
• Click the "Create Skill" button.
• A pop-up window will appear showing the Skill ID of the new Skill.
• This number is automatically generated by the system and cannot be modified.

Step 3: Configure the Skill's General Information.

• Once the Skill is created, right-click on it in the Skills list and select the "Modify skill settings" option.
• In the pop-up window, go to the "Information" tab and fill in the following fields:
  • Skill Name: Give the Skill a descriptive name (for example, "Technical Support" or "Sales").
  • Skill Description: Add a brief description to identify the purpose of the Skill.
  • Voicemail: Select a voicemail for the Skill (optional).
  • Welcome Message: Choose an audio that will be played to the customer before connecting them to an agent.
  • VTO (Voice Treatment Option): Select a message to be played if the call is placed on hold before being answered.
  • Click the "Save" button to apply the settings.

Step 4: Configure the Skill's Working Hours

In the same settings window, go to the "Working hours" tab.

Please complete the following fields:

• Working Hours: Select the Skill's working hours from the schedules previously created in the wolkvox Manager configuration ➡️ “Schedule” tab.
• After-hours action: Defines what action should be taken when a call attempts to enter the Skill outside of business hours (for example, redirect to voicemail or play a message).
• Click "Save" to confirm the changes.

Step 5: Assign Agents to the Skill.

• Right-click on the newly created Skill in the Skills list and select "Add Agents to Skill".
• In the pop-up window:
  • Use the "Skill Name" field to verify that you are assigning agents to the correct Skill.
  • In the left panel, select one or more agents by holding down the CTRL key while clicking on the names.
  • In the "Expertise" field, select the agent's skill level for handling interactions (from '0' to '5', where '0' is the lowest level and '5' is the highest).
  • Click the right-pointing arrow to assign the selected agents to the Skill.
  • Verify that the assigned agents appear in the right panel and click "Close" to finish.