Skills

Last updated 19 minutes ago

List of parameters of a skill.

Table of Contents

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Voice skill parameters
- Separator: QUEUE POSITION & ESTIMATE WAIT TIME
Chat skill parameters
- Separator: TEMPLATE MESSAGES

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Studio: Contact Center and Analytics Studio
> Management > Teams > [Select Team] > Tab Skills

Voice skill parameters

Separator: QUEUE POSITION & ESTIMATE WAIT TIME

Field Description

ALLOW QUEUE POSITION & ESTIMATIVE TIME ANNOUNCEMENT

Required - Type of announcement.

One of the following:

Team Settings: Assumes the same setup as the voice Skill Type.
No: Without announcements.
Estimate wait time: Engagement Cloud announces the estimated waiting time for an operator to handle the call.
Queue position: Engagement Cloud announces the position of the call in the queue.
Position & Time: Engagement Cloud announces both the position of the call in the queue and the estimated time waiting time for an operator to handle the call.

ANNOUNCEMENT INTERVAL

Announce every set number of seconds. Set a minimum of 30 seconds.

ANNOUNCE POSITION LIMIT

Use with ALLOW QUEUE POSITION & ESTIMATIVE TIME ANNOUNCEMENT of type:

Queue position
Position & Time

Choose one:

Yes: When the call’s position in the queue is less than LIMIT CALLS, Engagement Cloud announces the position.
No: Engagement Cloud does not announce the position in the queue.

LIMIT CALLS

Set the size of the top of the queue. For example, if LIMIT CALLS is 10, the first 10 calls are the top of the queue. If ANNOUNCE POSITION LIMIT is Yes, Engagement Cloud announces the position for these 10 calls.

Chat skill parameters

Separator: TEMPLATE MESSAGES

Field Description

OPERATOR CAN SEND MESSAGES

Determines whether operators can send messages to customers.

Possible values:

Team Settings: Assumes the same setup as the chat Skill Type.
Yes: Operators can send messages to customers. If you select this option, you need to set up a phone number and add message templates to the skill.
No: Operators cannot send messages to customers.

HSM

If OPERATOR CAN SEND MESSAGES is Yes, add message templates for operators to send to customers. Add as many templates as needed.

⚠️ Meta or a Meta partner must approve message templates before use.

Description

Describe the message template. Use this field internally; customers do not see it.

Skill origin

Skill associated with the message template.

Configurable parameters

Defines how parameters in a message template are populated.For each parameter in the message template, you have the following options available:

Visitor field: Fill the parameter with a visitor field value. For example, if the parameter is {{1}} and you select the visitor field First name, when an operator sends the template, Engagement Cloud fills {{1}} with the visitor’s first name.
You can allow operators to edit the parameter.
Custom by Operator: The operator manually fills the parameter when sending the template to a customer.

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