ACD Skills

An ACD skill routes each contactClosed The person interacting with an agent, IVR, or bot in your contact center. to the available agent who can best meet the contact's needs. Skills are based on the channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., or media type, the contact comes through. Each skill delivers contacts to agents through only one of the following channels:

  • chat
  • email (inbound or outbound)
  • phone (inbound or outbound)
  • SMS
  • voicemail
  • work item

Skills can also provide an agentlessClosed Contacts made without a live agent for tasks such as one-way delivery of information or messages.. experience through Personal Connection (PC). PC includes automated Proactive Voice, Proactive SMS, and Proactive Email. PC skills are complex and interact with more features than other ACD skills do.

Key Facts About ACD Skills

Mr. Collins calls the Longbourn contact center. He reaches an IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. and presses numbers to say he wants to ask a question about his account balance. He enters the queue through an inbound phone skill called EnglishBilling.

Four agents are assigned to this skill: Jane, Elizabeth, Mary, and Kitty. They have proficiency levels in this skill of 6, 5, 4, and 3, respectively. Jane (level 6) is already on a call, but Elizabeth (5), Mary (4), and Kitty (3) are all available. The skill routes the call to Kitty because she has the highest proficiency level of the available agents in the skill.

Skills work together with other elements of CXone, including: 

Feature How It Works with Skills
Campaign Long lists of skills can become difficult to maintain. CampaignsClosed A grouping of skills used to run reports. help organize skills and simplify reporting. You must assign each skill to a campaign.
Point of Contact For inbound skills, you can assign a point of contact, or an entry point, for contacts to directly access the skill. For example, you can assign a phone number to an inbound voice skill or an email address to an inbound email skill.
Dispositions You can configure post-contact work for your agents to complete after each interaction related to the skill. One option is to have agents apply dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. to the interaction. Dispositions mark the interaction as having a certain result and allow the agent to enter related information, such as an amount paid or a date and time to call the contact back.
Tags Like dispositions, tags mark interactions a certain way. They are labels that you create and assign to a skill so that agents can mark an interaction with one or more as needed.
Do Not Call Each outbound phone skill is associated with a do not call (DNC) group. Contacts who interact with agents through the skill can request to not be contacted by your organization again. When the contact is added to the DNC group, outbound skills in the same DNC group cannot reach that contact again.
Call Suppression You can temporarily block outbound interactions to contacts based on criteria you choose. For example, you may want to block your outbound voice skills from dialing contacts in a certain region where a natural disaster has recently occurred.