Core User Guide
Actions
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With the standard Skill, Agent can be added with different Skill values. Based upon the presence and Skill value an Agent will be hunted.
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A Chat Skill is the same as a standard Skill, only will Chat be used as dialogue channel.
(This functionality is not available in Dialogue Cloud) -
The Availability Skill checks if Agents meet the set minimal presence. If the check comes back negative the Skill is changed to the selected escape skill.
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Here Agents with the Skill value of 100 will be hunted, till the Countdown is started. After that the skill value of the agents being hunted will be lowered till reaching zero.
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The Countdown Availability Skill is an combination on the Countdown Skill and the Availability Skill.
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Escape Max Queue Size Skill escapes if the max queue size has been reached.
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A Forward Skill is a Skill without Agents, but will transfer a Caller directly to a number or The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address.
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A Chat Forward Skill is the same as a Forward Skill, only it will forward the Chat dialogue to that SIP address.
(This functionality is not available in Dialogue Cloud)