Section: Contact Center: Skill Overflows

Article #: 28

How To: set up skill overflows

Similar questions: set up skill overflows, create skill overflows, delete skill overflows, edit skill overflows, setting overflows in skill groups, set up overflows in skill groups

Purpose: demonstrate how to set up overflows in skill groups

Steps

1. When logged in to the admin UI of Xima CCaaS, go to Contact Center Configuration > Skill Management
2. Click on the ellipsis tool above the skill group that you’d like to modify
3. A new window called “Skill Definition” will appear. There are two options you can choose at this point: Queue Timeout and Queue Overflow. You can also use both options if you like. We’ll start with Queue Timeout. Go about halfway down to the Queue Timeout metric. Click on the ellipsis tool associated with this metric.

Before continuing the steps, it’s important to know that the purpose of a queue timeout is to send a call to a different destination after a set period of time has passed.

4. Fill out the fields of information you see.
   a. Timeout Duration: This allows you to determine the amount of time you would like to pass before a call is sent to a different destination.
   b. Timeout Destination: This allows you to determine the new destination that a call will go to. When clicking the dropdown menu, the other skill groups you have will be listed by default. You can also type in other destinations such as extensions, external party numbers, and voicemail box extensions.

5. Click OK.

6. The other option is to go to is Queue Overflow. Go about halfway down the Skill Definition window and select the Queue Overflow metric. This is done by clicking on the ellipsis tool associated with this metric.

Before continuing the steps, it’s important to know that the purpose of queue overflow is to set a call to automatically overflow if a scenario is happening.

7. Fill out the fields of information you see.
   a. When to Overflow: This allows you to determine when you would like a call to overflow. You can choose between never, when no Agents are enabled in their skills, or when no Agents are ready (on DND) for a skill.
   b. Overflow Destination: This allows you to determine the new destination that a call will go to. That can be another skill group, a voicemail box extension, or an outside party.
   c. Check Overflow Frequency: This allows the system to check a role frequently. A good example of this is if the agents log out after the call is already in queue.

8. Click OK when done.