Introduction

In wolkvox, a skill represents a group or queue of agents assigned to handle a specific type of request or channel.

In wolkvox Studio, the "Transfer to a Skill" component, available in the Basic Components group, allows sending calls, chats, or interactions directly to a specific queue.

This component is available for the following types of Routing Points:

• Voice (IVR): telephone calls.
• ChatBot: WhatsApp, Web Chat, Instagram, and Facebook Messenger.
• Interaction Routing: comments on Facebook and Instagram posts.

The component also allows prioritizing a specific agent or defining limits for simultaneous attention depending on the type of channel.

Configuration

Voice (IVR)

Available fields:

• Skill: select the agent queue where each call will be directed.
• Service: a descriptive label used to identify the priority of the traffic (e.g., SENIOR CUSTOMER SERVICE or VIP CLIENTS). This label does not appear in reports but helps understand the prioritization logic in the flow.
• Priority: determines the priority level at which calls will enter the queue (e.g., normal, high, very high).
• Prioritize an Agent ID: allows entering an agent's ID so the call is directed directly to them. If the field is left blank, the call will follow the normal distribution logic within the skill.
• Once the fields are completed, click on "Save".

ChatBot

Available fields:

• Transfer to a skill: select the agent queue where the chat will be transferred.
• Service: a descriptive label used to identify the priority of the traffic (e.g., SENIOR CUSTOMER SERVICE or VIP CLIENTS). This label does not appear in reports but helps understand the prioritization logic in the flow.
• Priority: determines the priority level at which calls will enter the queue (e.g., normal, high, very high).
• Prioritize an Agent ID: allows defining an agent's ID to prioritize their assignment. If left blank, the conversation will be handled by any available agent in the skill.
• Simultaneous interactions per agent: sets the maximum number of chats each agent can handle simultaneously.
• Waiting message: text that will be automatically sent to the client while they wait in the queue. You can include the predefined variable $skill_position to show their current position in the queue.
  • Example: "Please wait a moment. Your position in the queue is $skill_position."
• Click on "Save transfer" to save the changes.

Interaction Routing

Available fields:

• Transfer to a skill: select the agent queue where each interaction from your Instagram or Facebook posts will be sent.
• Service: a descriptive label used to identify the priority of the traffic (e.g., SENIOR CUSTOMER SERVICE or VIP CLIENTS). This label does not appear in reports but helps understand the prioritization logic in the flow.
• Priority: determines the priority level at which calls will enter the queue (e.g., normal, high, very high).
• Prioritize an Agent ID: allows assigning a specific agent to handle certain interactions.
• Simultaneous interactions per agent: defines how many simultaneous interactions each agent in the skill can manage.
• Finish by clicking on "Save transfer".