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 you to send calls, chats, or interactions directly to a specific queue.

This component is available for the following types of routing points:

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

The component also allows prioritizing a specific agent or setting simultaneous handling limits depending on the channel type.

Configuration

Voice (IVR)

Available fields:

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

ChatBot

Available fields:

• Transfer to a skill: select the agent queue where the chat will be transferred.
• Prioritize an Agent ID: allows defining an agent ID to prioritize 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 automatically sent to the customer while waiting in the queue. You can include the predefined variable $skill_position to display their current position in line.
  • Example: “Please wait a moment. Your position in the queue is $skill_position.”
• Click “Save transfer” to keep 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.
• Prioritize an Agent ID: allows assigning a specific agent to handle certain interactions.
• Simultaneous interactions per agent: defines how many interactions each agent in the skill can manage simultaneously.
• Finish by clicking “Save transfer”.