Manage ACD Skills

Add Users to an ACD Skill

Required permissions: Skills Edit, Skills User Assignment

Add users to an ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. so NiCE CXone can route interactions with that skill to them.

If you use WFM, you can also assign proficiency scores to WEM Skills. The Schedule Generator uses WEM skill proficiency scores to prioritize agents during schedule generation.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the skill you want to edit.

4. Click the Users tab.

5. Select the checkbox for each user you want to assign to the skill. Click Add Users.
6. Set the Proficiency for each user in this ACD skill to a number between 1 (highest) and 20 (lowest).
7. Click Save Proficiencies.

   If you don't click Save Proficiencies before leaving the page, the system does not save any of your changes.

Deactivate and Reactivate Users in an ACD Skill

Required permissions: Skills Edit, Skills User Assignment

You can temporarily exclude an agent from routing for an ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. without removing the skill assignment. Later, you can reactivate them so the system begins routing interactions to them for that skill.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the skill you want to modify.

4. Click the Users tab.

5. In the Assigned Users table, find the user you want to modify.

6. To deactivate the user in this skill, clear the Active checkbox for the user.

7. To reactivate the user in this skill, select the Active checkbox for the user.

8. Click Save Proficiencies to save all changes.

Change User Proficiency in a Skill

Required permissions: Skills User Assignment

A proficiency level of 1 indicates the highest (best) proficiency; larger numbers represent less proficiency.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want to modify.

4. Click the Users tab.

5. In the Assigned Users table, find the user you want to modify and click the drop-down in the Proficiency column.
6. Select the new level you want the user to have. 
7. Repeat these steps for each user you want to modify.
8. Click Save Proficiencies.

Identify the Caller ID of an ACD Skill

Required permissions: Skills View

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want to view.

4. In the Details tab, look for the CallerID field:

   • If there is no CallerID field, the skill uses the global caller ID configured for the tenant High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system.. 
   • If the CallerID field is present, the skill uses a custom caller ID and its value appears beside the field.

Manage Do Not Call Settings

Required permissions: Do Not Call List Edit

Outbound phone skills must have an assigned do not call (DNC) list. By default, the system assigns all outbound phone skills to the default DNC list for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system.. DNC lists do not apply to inbound phone skills.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the ACD skill to open it.
4. Click the Do Not Call tab.
5. For Default Contributing DNC Group, select either Use Business Unit Setting or Select Do Not Call Group.
6. From the drop-down, select the DNC group you want this ACD skill to contribute to.
7. If you are working with a Personal Connection skill, use the tables to specify all the contributing and scrubbing DNC groups you want to apply. Click Add.
8. Click Save.