Manage Personal Connection Skills

Create a Personal Connection Schedule

Required permissions: Skills Edit

  1. Click the app selector icon of app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click the PC ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want to edit.

  4. Click Parameters.

  5. Click Configure or Edit for the Schedule parameters.

  6. Select the Schedule Running of this Outbound Skill checkbox.

  7. Select the Do Not Run checkbox for any days you don't want the ACD skill to run automatically.

  8. For all the days you want the ACD skill to run automatically, select the Start and End time. The time is based on the time zone configured for your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system..

  9. Click Done.

Flush the Queue

Required permissions: Dialer Manager Edit

You can flush the queue when you add a new filter to the calling list if you select Flush queue immediately from the Apply Options drop-down. You can also manually flush and rebuild the queue at any time from skill control.

  1. Click the app selector icon of app selector and select ACD.

  2. Go to Outbound > Skill Control.

  3. Click the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want to edit to open it.

  4. If the ACD skill is not already running, click Start.

  5. Click Refresh Queue.

Change the Status of Skills

Required permissions: Dialer Manager Edit

On the outbound skill control page you can start, stop, pause, and force stop skills. You can also change the status of XS skills.

  1. In NiCE CXone, click the app selector and select ACD.

  2. Go to Outbound > Skill Control.

  3. Select the skill that you want to edit.

  4. Click one of the following based on your needs:

    • Start: Activates the skill. Agents can only use skills that are active. Use this for new skills that you're starting for the first time.

    • Stop: Deactivates the skill. Agents won't be able to use the skill after their current interaction ends.

    • Force StopDeactivate the skill immediately, ending all active interactions that are linked to that skill.

    • Reset: Reactivates a stopped skill. This also reactivates any interactions that the system was retrying when the skill was stopped. If you click start to reactivate a stopped skill, the system will not continue retrying those interactions.

  5. Click XS Deactivate to stop Proactive XS from running on this skill.
  6. The history column to the right of the table will record your changes.