Symptom / Need

Contact center administrators need to modify the general settings of an existing Skill to adjust its name, description, welcome messages, or voicemail. These updates are essential to keep the Skill aligned with operational or service changes.

Context / Scenarios

• Data Update: When a Skill name or description needs to be changed due to an internal reorganization or a change in the purpose of the agent group.
• Improved Customer Experience: By updating welcome messages or VTO (Voice Treatment Option) to offer a clearer and more professional experience to customers.
• Voicemail Configuration: If it is necessary to activate or modify the voicemail associated with the Skill to manage calls outside of business hours or when there are no agents available.
• Flow Optimization: By integrating changes in the care flows designed in wolkvox Studio, ensuring that the Skills are correctly configured.

Answer (Solution/Recommendation)

Step 1: Access the "Skills" tab.

1. Log in to wolkvox Manager .
2. In the left side menu, navigate to the "Agents & Skills" section and select the "Skills" tab.

Step 2: Identify the Skill to Edit

1. Use the "Search" field at the top of the screen to locate the Skill you want to edit. You can search by name or Skill ID number.
2. Once you have identified the Skill, right-click on it in the Skills list.

Step 3: Open Skill Settings.

1. In the context menu that appears, select the "Modify skill settings" option.
2. A pop-up window will appear with several tabs. Go to the "Information" tab to edit the general details of the Skill.

Step 4: Edit the General Information Fields

• Skill Name: Modify the name of the Skill if necessary to reflect its current purpose. This field is required and should be descriptive.
• Skill Description: Update the description to provide more context about the purpose or function of the Skill.
• Voicemail: Select a voicemail from the dropdown menu if you want to associate one with the Skill. This is useful for handling calls after hours or when there are no agents available.
• Welcome Message: Choose an audio that will be played to the customer before connecting them to an agent. Make sure the message is clear and professional. If you don't have a pre-recorded audio, you can upload it in the "Upload Audio" section of the top right menu of wolkvox Manager.
• VTO (Voice Treatment Option): Select a message to be played if the call is put on hold in the queue before being routed to the agents. This message helps keep the customer informed while waiting.

Step 5: Save Changes

Once you have made all the necessary changes, click the "Save" button at the bottom of the window.