Skill Management (Legacy)
Preserves an older Admin Portal workflow for creating and configuring Contact Center skills, retained as historical reference since it predates the current Contact Center category's navigation
This page preserves an older Admin Portal workflow for creating a Contact Center skill, reached through Desktop Client under a Contact Center Configuration > Skill Management tab that predates the current Contact Center category's navigation. Every setting below still exists, under current terminology, on Manage Skills — this page is retained only as a historical reference for older screenshots, training material, or support tickets that still use this terminology.
Superseded by Manage SkillsThe settings below remain functional, but are reached through different navigation than documented here. New configuration should use Manage Skills, Routing Algorithm, and Callback Strategy.
Accessing Skill Management (Legacy)
- Navigate to
Contact Center Configuration > Skill Managementfrom the Admin Portal - Select
Add Skillin the lower-left corner of the window to open the skill configuration window
Skill and Voice Settings
| Field | Description |
|---|---|
| Skill Name | The name of the skill group, as it appears in reports and wallboards |
| Skill Priority | Ranks the skill group's priority relative to others, from 0 (lowest) to 10 (highest) |
| Routing Algorithm | Determines how calls are distributed to agents — see Routing Algorithm for the current option set (Most Idle, Circular, Linear, Intelligent Highest Skill First, No Routing Algorithm) |
| Language Pack | The language used for system-generated announcements; custom audio can be imported for any language, including English |
| Queue Announcements | Configures timing, repeat interval, and repeat limit for announcements played to callers in queue, including an end-of-queue announcement |
| Queue Music | The on-hold audio played to callers in queue |
| Queue Timeout | Overflows a queued call to another group, extension, or voicemail box after a set wait time |
| Queue Overflow | The destination used when all agents in the skill are busy or none are logged in |
| Digit Actions | DTMF tones available to a caller in queue, used to schedule a queue callback or opt out to another destination |
| Max Calls Allowed in Queue | Caps the number of calls that can wait in queue at once; calls beyond the limit are sent to the overflow destination |
| Clear Queue at End of Day | Transfers any remaining queued calls to a defined destination at a specified time, typically end of business hours |
Queue Callback Settings
| Field | Description |
|---|---|
| Queue Callback Strategy | Wait in Queue or Reserve Agent — see Callback Strategy for how each behaves |
| Queue Callback Snooze | The additional wait time added before a second callback attempt if the caller snoozes the callback offer |
| Outbound Dial Code | The prefix used to place outbound callback calls (e.g., 9 for external dialing) |
| Callback Offer Window | The time window during which queue callback announcements are active |
| Clear Pending Callbacks | Cancels all remaining scheduled callbacks at a defined time, typically end of business hours |
| Max Callback Attempts | The number of unanswered outbound callback attempts made before the callback is cancelled |
| Attempt to Guess Return Number | When enabled, reads back the caller's recognized caller ID for confirmation instead of requiring manual entry |
| Include Estimated Wait Time | Announces an estimated callback time, in minutes, when the callback is scheduled |
Chat Settings
| Field | Description |
|---|---|
| Invite Header Text | The header text displayed in the chat widget on the configured web page |
| When All Agents Are Busy | Controls chat widget behavior when all agents are unavailable — hide the chat box, offer email, or place the visitor in a chat queue |
| When No Agents Are Logged In | Controls chat widget behavior when no agents are logged into the skill — hide the chat box or offer email |
| Canned Messages | Predefined responses agents can use to quickly address common questions |
| Chat Widget Text Customization | Customizes the display labels and text shown to visitors in the chat widget |
Covers the same configuration under its current navigation and terminology.
Updated about 7 hours ago