RESKILL

Allows for a contact to be assigned to a different skill by the script itself, without agent intervention. This action is also known as XFerSkill.

Dependencies

• The target script must include an Onreskill action to define what happens to the contact after it is passed.

• The target script must be in the same folder as the calling script, or in one of its subfolders.

• Reskilled scripts are assigned a new contact ID. Their master ID The master or parent ID for one or more related contacts. A new master contact ID is assigned if a contact is transferred three or more times. becomes the contact ID A unique numerical identifier assigned to each contact. of the script that triggered them, also known as the parent script.

Supported Script Types

Phone

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Target Skill	Allows you to define the inbound phone skill to which the contact should be routed. You can choose from a drop-down list of skills in your business unit, or manually type the Skill ID in the field.
Script Name	The script you want to route the contact to. You only need to specify a script if you want to provide additional handling options beyond skill reassignment. If you specify a script, queuing options for the contact are handled by that script. Choose a script from the drop-down list or enter its name in the field. The script must be located in the same folder as the calling script.
Variables	Allows you to pass assigned variables from this skill to the target ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. or script. Variables must be manually entered as a string array. This is typically used to pass contact-related data that has been collected and used for information or contact lookup (DNIS The number dialed on inbound or outbound voice calls., ANI Also known as caller ID. Listed phone number of an incoming voice call., ACD skill, and so forth).

Result Branch Conditions

None

Script Example

In this example, an Onabandon event triggers a Menu action which presents three options to the contact. One of those actions is Reskill, which assigns the contact to a new skill queue for handling by an agent.