Introduction

In wolkvox, a skill functions as a queue or group of agents. Its purpose is to organize the distribution of interactions (calls, chats, or other channels) according to categories, competencies, or levels of experience, making routing more efficient and consistent.

Configuration

Access the Skills Section

1. In the left sidebar menu, go to "Agents & Skills".
2. At the top of the view, select the "Skills" tab to see the list of existing queues.

Create a New Skill

In the top bar of the list, you will find the action buttons: Refresh (circular arrow icon) to reload the list, and Create Skill to generate a new queue.

1. Click on Create Skill.
2. The system will display a pop-up window confirming the creation and the assigned Skill ID (this ID is generated automatically and cannot be modified). Click "Accept" to continue.
   1. Note: You can create up to 10 skills per license.

Configure the General Information of the Skill

1. In the Skills list, locate the newly created skill.
   • Right-click on the skill and select "Modify skill configuration".
2. In the pop-up window, open the Information tab and complete:
   • Skill Name: A descriptive name (e.g., "Support", "Sales", "Customer Service").
     • Suggestion: Use consistent names and descriptions (channel, business line, country, or product) to make routing and reports easier to audit.
   • Skill Description: A brief reference to the purpose of the skill.
   • Voicemail (optional): Select a voicemail if applicable.
   • Welcome Message: Audio that plays before connecting with an agent.
   • VTO (Voice Treatment Option): Message that plays if the call is put on hold.
   • Click "Save" to apply the configuration.

Configure the Working Hours of the Skill and the Out-of-Hours Action

1. In the Skills list, locate the newly created skill.
   • Right-click on the skill and select "Modify skill configuration".
2. In the pop-up window, go to the "Working Hours" tab.
   • Under "Working Hours", select the previously created schedule in wolkvox Manager (from the configuration where schedules are managed).
   • Under "Out-of-Hours Action", define what should happen when an interaction attempts to enter the skill outside of working hours:
     • TRANSFER: The "DN" field is enabled, where you must enter the number to which the call will be transferred.
     • AUDIO: The "Select Audio" field is enabled, where you choose an audio file from the list (previously uploaded from the Load Audio option in the top-right menu). The "HOLD" option may also appear in this list.
   • Confirm the configuration with "Set working hour action".
   • Recommendation: If you use AUDIO outside of working hours, ensure the message clearly explains availability, next working hours, and alternatives (e.g., digital channels).

Assign Agents to the Skill (Recommended Option When Starting from the Skill)

1. Right-click on the skill.
2. Select "Add agents to skill". In the pop-up window:
   • Verify "Skill Name" and/or "Skill ID" to confirm you are configuring the correct queue.
   • In the left panel, select one or more agents (you can use CTRL for multiple selections).
   • Under "Expertise", assign the agent's skill level from 0 to 5 (0 lowest, 5 highest).
     • This value influences priority: The system tends to prioritize agents with higher expertise, although all assigned agents can receive interactions.
   • Click the right arrow to move them to the right panel (assigned agents).
   • Verify that the agents are listed in the right panel and close the window.
   • If you do not see changes reflected in the list, use the "Refresh" button.

Alternative: Assign Skills to an Agent (When Starting from the Agent)

This option is equivalent, but the "starting point" is the agent:

1. In the list, right-click on the skill (or from the available context menu) and select "Add skills to agent".
2. In the pop-up window:
   1. Under "Agent Name", select the agent to whom you want to assign skills.
   2. In the left panel, select one or more skills using CTRL.
   3. Define the Expertise level (0 to 5).
   4. Use the right arrow to assign the skills to the agent.
   5. Verify the assignments in the right panel and close the window.
   6. If the list does not update, use "Refresh".