This article is going to cover creating a new agent skill and configuring it to be used by agents in ChaseData’s Cloud Software Administrator Portal.

The first place we need to go is the additional settings menu which is going to be at the top right of your screen next to the quick search or for older versions of the administrator portal it would be at the bottom of the left menu to extend additional options.

From there you would simply choose Skills and you would be brought to the skills screen. Agent skills is a group of settings, campaigns, and ring groups that can be assigned to an agent or group of agents.

Next we are going to cover the settings portion of the agent skill. Click on the down arrow right next to the settings header and you will be presented with the following settings:

Agent Display

Application Mode: select the look and feature extent of the Agent Client GUI; either the more inclusive Call Center GUI, or the (superseded) Telemarketing GUI.

Allow Agent to Disposition Using Dial Pad: option to set the call disposition from the dial pad.

Allow Agent to Make Call Using Floating Dial Pad: option to bring up a floating dial pad for making calls.

Allow Agent to See Call History: This is going to allow agents to see a drop down for the call history concerning the lead they are calling or receiving an inbound call from. This is helpful in identifying attempt history for that record.

Allow Agent to Login Into Any Campaign: This setting is going to allow agents with this skill to login to any campaign they choose regardless of the active campaigns assigned in the skill.

Allow Agent to Chat With the Other Agents: Enabling this feature will allow these agents with this skill to message other agents logged into the system where as typically they would only be able to message supervisors.

Allow Agent to Transfer Calls: allow the Agent to transfer a call to another logged in agent, who gets a proper notification with the option to accept or reject the call.

Allow Agent to Assign Reminder Calls to the Other Agents: allow the Agent to set an agent-specific Callback and assign it to another agent.

Allow Agent to Use Dial List: allow the Agent to use a Dial List to perform calls; Dial Lists can be defined by a Manager or Administrator on the Management Console (see Agent Dial List under Outbound Call Management), or received through an API.

Allow Agent to Change IsFinal Disposition: reset the disposition of a Contact from one that has the attribute Final (which normally prevents further action) to another one; the Agent must be the one that had previously set the Final disposition.

Allow Agent to Send Chat Messages: enable the chat module for this Agent.

Hide Call Info Tab: do not display the system-generated Call Info tab.

Outbound

Accept Calls from Other Campaigns: This is for outbound calling and addresses dropped calls. Instead of the dialer typically dropping the call if an agent in that campaign is not available the system will search for agents with this setting enabled to pass the connected call to.

Allow Agent to Add New Record and Dial Simultaneously: This is going to give the agent the feature to add and dial a record simultaneously in manual dial mode. Storing a record for a manual call enables the system to capture call statuses and form/scripting information compared to not if it is just a basic manual dial.

Allow Agent to Automatically Use Copied Phone Numbers for Dialing: This is going to save agents time from initiating a manual dial when copying 10 digit phone numbers external to our application. For example if you CTRL+C a phone number from a website the agent app would open up a manual dial action with the number copied pre-populated ready to dial all you agents have to do is click to call.

Retain Agent Callbacks: If this option is enabled basically the callback will not be whipped automatically from the system for unscheduled manual calls and inbound calls. If it is not enabled the agent specific callback would be whipped the next time that record is connected (typically from manual dials or inbound calls.)

Check TimeZone on Manual Call: While making a manual dial the system will check the customer’s time zone and your campaign settings and make sure you are not calling outside of your calling window.

Check Minimum Time Before Redial on Manual Call: While making a manual dial the system will check the campaign settings for the call interval assigned to the campaign. If it is set to 4 hours and your manual dial is being placed too soon the call will not be placed.

Manual Calls Only Allowed for Existing Leads: While making a manual dial the system will check the database for an existing lead across all campaigns in all custom tables before placing the call. If the record does not exist then the call will not be placed.

Inbound Call Queues

Accept Incoming Calls: This is the master setting concerning inbound on an agent skill. If this setting is not enabled even if you have active inbound sources assigned in the campaign they will be ignored and the agent will not receive any inbound calls.

Display Incoming Call Queues: This will display a green row at the top of the agent application when the call is ringing into the system. The que will remain at the top of the agent app until the call has been answered by an available agent. The que will also be displayed regardless of the agent status.

Send Last Answered Calls to Personal Inbound Queue: If an agent is the last rep to have spoken with an inbound caller the system will assign the inbound call to the agent’s inbound que specifically and wait indefinitely for them to answer the call. This behaves similar to the campaign setting “Try to send inbound call to last active agent” but instead of directing the call elsewhere if the agent is not available it will wait in their personal que to be answered.

Create Agent Specific Callback for Missing Inbound Call: If a call is abandoned the system will automatically assign a callback to a random agent possessing this skill setting. A notification will appear on the agent callback module altering them of a new callback which the agent will have to initiate.

Training Mode

Allow Agent to Screen Share Trainer: This will allow agent logins with this skill to mirror assigned trainers screens. They will be able to see the desktop of the trainer assigned to them.

Agent Can be Monitored for Training: This setting basically is concerning the trainers to be monitored ( listen to audio on call ) of the agents who are the trainees. Otherwise the trainees would only be able to screen share and not hear audio.

Agent Can Coach/Barge Other Agents: This is a step above monitoring a trainer. The agents who have this setting will be able to coach and barge calls of their trainers.

Agent Can Monitor Others Without Notification: This setting will allow for the trainees to monitor their trainers without them being aware. Typically the trainers will be altered they are being monitored and have to allow the task. Note this is only concerning trainers and trainee agent logins.

Allow Agent to Reject Screen Sharing: This will give the trainers the ability to reject sharing their desktops with trainees who are attempting to monitor them.

Trainee Notifications

Notify Agent When Being Monitored: This is specific to trainee agent logins when being monitored. If this setting is not enabled they will be unaware of being monitored.

Notify Agent When Screen Sharing Enabled: This is specific to trainee agent logins when screen sharing is initiated. If this setting is not enabled they will be unaware of their desktop being viewed.

Data

Allow Agent to Lookup Call History: This setting is going to be concerning the search tool in the agent application. When looking up leads they will be able to expand the lead and view its call history.

Allow Agent to Add New Leads: This will give agents the ability to add a new lead into the system without calling it immediately using a CRM button that will appear on the right agent tool menu.

Allow Agent to Search for Their Leads: This will allow agents to search for their last handled calls. In other words the leads that these agents were last in contact with.

Allow Agent to Bulk Edit Their Leads: This will give agents the flexibility to bulk edit leads assigned to them using the search tool and edit feature.

Allow Agent to Delete Their Leads: This will give agent the ability to delete leads from the system that are assigned to them. Note this is a destructive feature ability and should be assigned sparingly.

Allow Agent to Export Their Leads: This will give agents the ability to export leads assigned to them from the search module. The exported file will be sent to a file destination on the local machine the agent is using. Note ChaseData logs this information so if needed a support ticket request will need to be initiated.

Allow Agent to Have Advanced Search Functions: This will grant advanced search functions in the agent search module to agents with this setting enabled. Basically this setting will help improve upon the quick search features in their tools.

Allow Agent to Lookup All Leads: This will allow agents to search for all leads in the system regardless if they are assigned to the agent or not.

Disable Ability to Edit Call Info: This disables the agents ability to edit any of the call info at all in the agent application. This included custom fields that have been created by your administrators.

Disable Ability to Edit Basic Call Info: This setting will take away the ability for the agent to edit just the basic call info on the contact record. These fields include FirstName, LastName, Address, City, State, Zip, PrimaryPhone and Notes fields.

Allow Agent to Use Live Messages: allow the Agent to use (on-the-fly selection and playback of) Live Messages (pre-recorded)

After configuration of the settings portion is finished you can notice there is 4 tabs to cover.

First of those tabs is going to be the Campaigns tab. In this tab you will have listed available campaigns on the left hand side and active campaigns on the right. For this agent skill simply select all the campaign you want to grant access to and click and drag over to the active campaign side or you can use the arrows in the middle.

The next tab is going to be Custom Field. The way Custom Fields work is for any call that occurs related to this specific agent skill you can assign lead fields to identify the calls you want handled by this agent skill. In an example let us say we selected the state field and assigned it using the custom field drop down under agent skill dropdown. Next we would choose the values we want this agent skill to handle. In the current example we could assign FL and NY and all the inbound and outbound calls handled by this agent skill are going to be NY and FL leads. This will also filter out all other lead information from being passed to these agents. Note this may adversely affect the efficiencies for the agents belonging to this skill depending on lead quantities.

The final tab to configure is Call Queues which is basically going to be a list of all the Ring Groups in the system. You can choose mainly which of these inbound source phone numbers are active on this agent skill and once saved will be reflected under active skills column with respect to priority.

Speaking of Priority you can assign that per inbound source number here as well as a delay. The delay will hold for the assigned amount of time for this agent skill. So if the call comes in and let us say it has the highest priority in specific customer service skill and we put 30 seconds. The result will be the call will ring into and hunt for agents in the specific agent skill for 30 seconds before looking for other agent skills to pass the call too. You can think of this as a cascading action for an inbound call across your agent skills.

That is basically covering all the pertinent settings in our agent skills under ChaseData’s Cloud Software Administrator Portal.