From Bright Pattern Documentation
Contents
- Introduction
- Scenario Builder Application
- Scenario Blocks
- Accept
- Add to Calling List
- Answer
- Attached Data
- Collect Digits
- Comment
- Connect Call
- Connect Chat
- DB Execute
- Exception Handler
- Exit
- Fetch URL
- Find Agent
- Get Next Record
- Get Statistics
- Get User Configuration
- Goto
- If
- Internal Message
- Log
- Menu
- Play Prompt
- Record
- Request Callback
- Request Input
- 1 Request Skill or Service
- RightNow Create Object
- RightNow Screen Pop
- RightNow Search
- RightNow Select Account
- RightNow Update
- Salesforce.com Delete
- Salesforce.com Insert
- Salesforce.com Screenpop
- Salesforce.com Search
- Salesforce.com Select Account
- Salesforce.com Update
- Save Survey Response
- Self-Service Provided
- Search Directory
- Send Message
- ServiceNow Create Object
- ServiceNow Screen Pop
- ServiceNow Search
- ServiceNow Select Account
- ServiceNow Update Object
- Set Agent State
- Set Disposition
- Set Priority
- Set Prompt Language
- Set Variable
- Start Another Scenario
- Stop Prompt
- Voicemail
- Wait
- Web Screen Pop
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update Object
- Variables and Expressions
- Voice Segment Types
- Scenario Example
Scenario Builder Reference Guide
Request Skill or Service
The Request Skill or Service scenario block sets the skill requirements for the given interaction. Note that the minimum skill levels are set in the Find Agent block.
Settings
The Request Skill or Service scenario block has two drop-down lists. The first one lists the skill groups currently configured in the system. The second one lists the skills configured for the selected skill group.
Settings should be configured as follows:
- In the first drop-down list, select the skill group containing the skill that an agent must have in order to be considered qualified to handle this interaction.
- In the second drop-down list, select the skill that an agent must have in order to be considered qualified to handle the interaction. The label of the Request Skill block will appear in the flowchart in this format: Request Skill or Service “[skill group]=[skill]”
- To remove all possible prior skill requirements for this interaction and to use only the skills specified in this block, select the Reset prior skill requirements checkbox.
