Contents
- Scenario Builder Reference Guide Introduction
- About
- Scenario Builder OverviewExercises
- Scenario-Building ExercisesScenario Blocks Definitions
- Scenario BlocksReference
- Scenario Reference Material
- Overview
- Accept
- Add to Calling List
- Answer
- Ask a Bot
- Attached Data
- AWS Lambda
- Bright Pattern Create Object
- Bright Pattern Delete Object
- Bright Pattern Search Object
- Bright Pattern Update Object
- Chat Bot Select Account
- Collect Digits
- Comment
- Connect Call
- Connect Chat
- DB Execute
- Exception Handler
- Exit
- External Transfer Call
- Fetch URL
- Find Agent
- Get Agent State
- Get Next Record
- Get Statistics
- Get User Configuration
- Goto
- Identify Contact
- If
- Internal Message
- Log
- Menu
- Microsoft Dynamics Create Object
- Microsoft Dynamics Delete Object
- Microsoft Dynamics Screen Pop
- Microsoft Dynamics Search Object
- Microsoft Dynamics Select Account
- Microsoft Dynamics Update Object
- Play-Listen
- Play Prompt
- Record
- Request Callback
- Request Input
- Request Skill or Service
- Retrieve Internal Record
- 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
- Search Directory
- Self-Service Provided
- Send Message
- ServiceNow Create Object
- ServiceNow Screen Pop
- ServiceNow Search
- ServiceNow Select Account
- ServiceNow Update Object
- Set Agent State
- Set Case
- Set Custom Reporting Field
- Set Disposition
- Set Priority
- Set Prompt Language
- Set Variable
- Start Another Scenario
- Stop Prompt
- Voicemail
- Wait
- Web Screen Pop
- Zendesk API Request
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update Object
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.
Note: If a custom scenario is used for an outbound campaign, note that it is not recommended to use this scenario block to change the service to a difference service. The result of this is the list of dispositions presented to and used by agents will not match the list of dispositions for the outbound campaign results.
