Onreskill

Invoked any time an agent transfers a contact to an ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge queue. The Onreskill event is triggered when an agent requests to reskill a call and is also considered a new child contact. This event could be considered to be similar to a Begin action for the new child contact.

Since this action triggers the Onreskill event, it will never trigger in the trace with the original contact. To view the event when tracing the script in Studio, you must have continual traces turned on in the script that contains the Onreskill action, which creates a new trace with the new child contact that starts after the Onreskill action triggers. To turn on continual tracing, click Debug > Capture Script and select Continuous.

Supported Script Types

Generic Chat Phone Voicemail Work Item

Properties

None

Branches

Branch Details

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.

Tips & Tricks

  • Onreskill is an event.
  • The Onreskill does not apply to a transfer of the contact to a specific agent, which invokes an Ontransfer action.
  • A transfer using Onreskill will over-ride the skill configuration with a “Transfer to” script.
  • An Onreskill acts just like an outbound call that just so happens to result in a new inbound call. The inbound portion of the contact will have a new ContactID but retain the original MasterID.
  • Both portions of the contact should be logged using separate Logcall actions.