Creating a Contact Center Skill in Xima CCaaS

Note: Each Skill will be unique and will require you to configure the following items for each skill. However, there may be instances where some of the items will not be applicable for each skill.

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This article does not cover how to route calls to the skill but rather the creation and experience for media that has reached the skill. To learn how to route calls to a skill once it's been created, review Call Routing Configuration.

1. Navigate to the Xima CCaaS main page (Java version).

2. Click the “Contact Center Configuration” tab on the left-hand side bar.

3. Click “Skill Management” in the drop-down menu that appears.

4. A pop-up window will appear. To add a skill group, click the “Add Skill” button in the bottom left-hand corner of the pop-up window.

5. A new pop-up window will appear that will allow you to customize your new skill. The skills include:

Skill

Skill Name: Enter in the name of what you want to call the skill group (e.g., sales, tech support, marketing). This is the name the group will appear as in reports and wallboards.
Skill Priority: This allows you to rank the priority of the skill group over others, 0 being the lowest priority and 10 being the highest.

Voice Settings

Routing Algorithm: You can choose what pattern you want your incoming calls to ring in. The patterns include:

• Most Idle: Calls are presented to the agent who has been idle the longest. An agent is considered to be idle when they are logged into their extension and not currently involved in any phone activity. Not Ready (NR), DND, and Skill Group Login are not factored into idle duration.
• Circular: The call will ring around the office until a user is free to pick up. This is a similar configuration to Linear but the calls will be round-robin. The skill set can be used as a starting point. The agent with the highest skill would receive the first call and from there it would rotate circular between the agents. Each new call will be offered to the next agent in the circular order based on who was presented the last call.
• Linear: Calls will be delivered to the first agent in the list based on skill level, if available, every time. Then the call will be delivered to the second agent and so on and so forth. Consider this a priority list. It does not take into account the agent’s skill level in other skills.
• Intelligent Highest Skill First: This feature is unique to Xima CCaaS. This option allows the call to go to the person who is the most skilled to answer the caller’s questions. For example, if User A and User B are equally highly skilled in Skill 1, but User A is also highly skilled in Skill 2, then the call will go to User B so that the User A can stay open.
• No Routing Algorithm: This routing algorithm is reserved for IVRs and will not automatically route to any agents until a menu selection is made. After the caller has made a selection, the call will be routed to another group, which can route the call using its own routing strategy.

Language Pack: You have the ability to select which language you want your automated voice to say. If none of the options are satisfactory, you can click the three dots located on the far right and import yourself (or someone else) speaking in the language you want the automated voice to say, including your own version of English, Spanish, French, G

erman, Italian, Portuguese, Russian, and Chinese.

Queue Announcements: This is how you set up the caller’s experience while waiting in queue. You can edit what announcements you want to be said and when they are said when designing your queue.

1. Once you’ve clicked the three dots, the “Queue Announcement Configuration” window will appear. To get started, scroll your cursor over the blue bar and click where you would like your first announcement to begin.
2. When you’ve clicked, the “Edit Queue Announcement” window will appear.
   a. Start Time: Here, you can select when you want the announcement to begin.
   b. Repeat Interval: If you want the announcement to repeat, you can select how frequently it repeats by customizing a time interval.
   c. Repeat Limit: This allows you to establish whether or not you want the announcement to repeat and how many times you want it to repeat.
   d. Announcement: You can choose what type of announcements you want, either by choosing from the options we’ve provided, or by selecting the three dots on the far right and customizing your own announcements.
   e. QCB Related: Specifies that the announcement includes a queue callback offer. If it is set to true, the announcement will discontinue playing if the call is outside the QCB offer window, or if the customer has been called back and returned to the queue.
3. Click “OK.” From here, you can click on the blue bar again to set up additional announcements if you need.
4. You can also click the pin on the green bar to create an end of skill announcement. Once you've clicked the pin, a window will pop up called "Edit End of Queue Announcement." You can click the drop down menu, or click the ellipsis to draft your own end of queue announcement. Click "OK" when you are done.
5. When you are done adding announcements, click "OK" again.

Queue Music: You can choose what type of music you want, either by choosing from the options we’ve provided, or by selecting the three dots on the far right and adding your own music. Beware of copyright infringement.

Queue Timeout: This provides the option to overflow a queued call to another group, extension, or voicemail box after a set period of time in the queue. The caller will remain in the queue until this time is met.

Queue Overflow: If all of your agents are busy in a specific skill group or nobody is logged into the skill group, you can designate an overflow destination to send callers to.

Digit Actions: These are DTMF tones that can be pressed while in queue to schedule a queue callback or opt-out to another destination as defined.

Max Calls Allowed in Queue: This provides the option to limit how many calls are in the queue. Once the limit is hit, the caller will be sent to the desired destination.

Clear Queue at End of Day: This option allows you to select a time in which the queue will be cleared out, most likely at the end of the work day. You may specify where to transfer the calls including another skill group, extension, shortcode, or voicemail box.

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Queue Callback Settings

Queue Callback Strategy: Queue Callback provides two options for the caller: Wait in Queue and Reserve Agent.

• Wait in Queue
  When a queue callback has made its way to the top of the waiting list and is first in queue, Xima CCaaS will call the customer back and, if accepted, place them back into the first place (next) in queue. The wait in queue option is optimal for queues with many agents.

• Reserve Agent
  When using the Reserve Agent queue callback strategy, the customer will be called back once they have reached the front of the line and an agent is available. CCaaS will reserve the agent while the customer is called back and offered the option to accept. Then the call is sent to the reserved agent. This strategy is optimal for sites with few agents and long wait times.

Queue Callback Snooze: When a queue callback is returned, the customer will be presented with the option to accept, snooze, or cancel the call. If they choose to snooze the call, CCaaS will wait a predetermined additional amount of time and will then attempt to call the customer back after the allotted time.
Note: The set snooze duration is an approximate amount of time, and cannot be guaranteed that the callback will take place at the exact set snooze duration.

Outbound Dial Code: Outbound Call Prex is the prex used to dial out from the PBX. E.g., dialing 9 before making an external call.

Callback Offer Window: This is the window of time that any configured queue callback announcements for the skill group can be heard or scheduled. Outside of this window, your callers will not be able to hear or schedule the queue callback option. A common use is to stop offering callbacks to be scheduled in the final hour of your call center’s availability.

Clear Pending Callbacks: This option allows you to select a time in which all of your remaining queue callbacks are cleared out, most likely at the end of the work day.

Max Callback Attempts: If a callback to the customer is unanswered, by default the system will try again later. This setting defines how many unanswered attempts will take place before cancelling the callback.

Attempt to Guess Return Number: This is a setting you can set to "True" or "False." If set to "False," the customer is required to enter in their number when requesting a queue callback. If set to "True," the queue callback software will read back the caller ID number recognized by the PBX for the customer. The customer can also enter in a different number in which to be called back.

Include Estimated Wait Time: This is an announcement in the Queue Callback scheduling module that will announce an estimate of when the system will call you back. This is presented in minutes. For example, if the estimated wait time is two hours, the estimated wait time will be presented to the client as 120 minutes.

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Chat Settings

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Chat Settings

The Chat Settings requires Web Chat licensing.

Invite Header Text: You can customize what you want your header to say in your chat settings. This provides the ability to edit what the client will see when the chat option is available on the desired web page.

When All Agents Are Busy: You can choose what help you offer your clients when all of your agents are busy. You can also customize the text.

• Hide Chat Box - This option hides the option to chat with an agent from your website when agents are busy. It will appear again when agents become available.
• Offer Email - This option gives the option to send an email to the agents, rather than chat with them live.
• Offer Chat Queue - This option puts the client into a chat queue. This is similar to a call queue in that the client will be answered as they move to first position in queue.

When No Agents Are Logged In: You can choose what help to offer your clients when there are no agents logged into the chat skill. Additionally, you can customize the text for it.

• Hide Chat Box - This option hides the option to chat with an agent from your website when no agents are enabled (logged into) the skill. It will appear again when agents become available.
• Offer Email - This option gives the option to send an email to the agents, rather than chat with them live.

Canned Messages: Administrators can create an unlimited amount of predefined canned responses so agents can quickly address customers’ common questions or concerns.

Chat Widget Text Customization: These are the predefined set of fields that are unique to any web chat that is mapped to a skill group within the Xima CCaaS interface. These can be customized to fit your wants and needs.