DCA Skill Sets

If you have been provided with the Dynamic Call Agent (DCA) feature, when entering Service Designer you will be able to select DCA -> SkillSets from the toolbar menu. Clicking on this will open the DCA SkillSet Manager screen:

This default view will not show Skillsets in any of your sub accounts. To do this select the 'Include Sub Accounts' checkbox which will automatically refresh the results and include those SkillSets.

You can filter the results by searching by Name, Description or ID.

You can also search just a specific account by clicking on the magnifying glass search button and then selecting the account you wish to search using the Account Selector screen. To remove that account selection just click on the [ x ] button next to the name.

Clicking [ New SkillSet ] button (top right of SkillSet Manager screen) will present the New SkillSet set up screen:

SkillSet configuration fields

SkillSet Name	A free text field to enter the SkillSet Name to use as an identifier (e.g. Customer Services, Billing).
Description	A free text field to enter a more detailed description of the SkillSet.
Closed	Used to close a SkillSet and stop it accepting calls regardless of the Agent status.
Hunt Type	Longest Idle will route the call based on when the agent completed their last call. Round Robin will cycle around for the first free Agent regardless of when they accepted their last call.
Forced Not Ready	If set to greater than 0, is the number of attempts that the platform will try to deliver the call to the Agent before it forces the Agent onto "Forced Not Ready" status. A failed attempt is recorded where the Agent destination is busy (for the length of the Agent Busy Timeout Value in the DCA Node) or the Agent destination is unanswered (for the length of the Agent RNR Timeout Value in the DCA Node).
Wrap up Duration	If set to greater then 0, is the number of seconds that the platform will wait after the last DCA delivered call closes down, before another call is presented to them. The Agent can manually choose any other Not Ready status codes for additional wrap up time.

Once the [ Save ] button has been clicked, the SkillSet will appear in the SkillSet Manager. A unique platform wide ID is shown on the left:

Left clicking on the [ Menu ] button on a SkillSet will allow you to:

The following options for managing the selected SkillSet:

Update	Update the SkillSet details shown above.
Delete	Remove the SkilSset from the platform Note: If a SkillSet is assigned to a service plan then you will not be able to delete it and the option will not be displayed in the menu. Also when completed this action cannot be undone.
Manage Agents	Manage the Agents which are associated to the SkillSet
Open / Close SkillSet	Change the SkillSet status to 'Open' or 'Closed' without the need to go into the Update SkillSet setting. Note: This will alter the routing in the call flow within the DCA node any new calls or calls not connected to an Agent will take the 'SkillSet Closed' branch.
Change Account	Move the SkillSet to a sub account.
View Usage	Allows you to see which Services the SkillSet is assigned against. This menu option will not be displayed if the Usage is Zero.