Skill Priority – Outbound Calls

ChaseData CCaaS has expanded its features and capabilities once again; the latest release includes the ability to perform skills-based dialing by defining outbound dialing priorities for a specific agent Skill; every agent assigned that Skill will get outbound calls according to the related Skill Priority, going beyond the Campaign to which the Agent signs into.

Skill Priority works by configuring a list of Sub-Campaigns and defining weight and priorities for the Sub-Campaigns in that list; the Sub-Campaigns in the Skill Priority list can be from any Campaign.

It results in the system generating calls to records from those Sub-Campaigns, according to the priorities in Skill Priority, and assigning them to agents with the corresponding Skill.

Remember that when Skill Priority or any other special list definition is not used, an agent is assigned outbound calls exclusively and entirely from the Campaign that the agent selects when logging in, or when switching Campaigns after login.

The following capabilities are included:

• A Skill can have an associated Skill Priority
  
• A Skill Priority can be assigned a list of Sub-Campaigns with associated weight and priorities for outbound calls
  
• The list of Sub-Campaigns can come from any Campaign
  
• Agents with the corresponding Skill are assigned calls according to the prioritization rules in Skill Priority
  
• Each call is taken by the Agent in the context of the Campaign where the record resides
  
• Different Skills could have their own different Skill Priority, which may include some common Sub-Campaigns but with their own weight and priorities
  
• Prioritization can be based on Sub-Campaign list order
  
• Prioritization can be based on percentages for each Sub-Campaign in the list.
  

Refer to the following pictures.

Extreme flexibility assigning calls! We suggest that you go on an try it. Feel free to consult with ChaseData Support if you have questions.