Prerequisites 

Use the Set Skills action to set or assign the appropriate ACD and language skills to associate with an interaction while it waits in a queue. Use this action in Architect in-queue flows. This action enables you to make decisions about the interaction in a flow to best meet the needs of the customer.

Notes:

  • Before you use this action, make sure that the built-in variables for this action are not NOT_SET. If they are, then when the flow runs this action, it takes the Failure path at runtime. It may take time for the variables to have a value.

Action Description

Name

 Type a name for the action. The label you enter here becomes the action’s name displayed in the task sequence.

ACD Skills

Set the ACD skills on the interaction. If the value is an empty collection, any existing ACD skills are removed from the interaction. If the value cannot be set on the interaction, then the flow takes the failure path at runtime. If the value can be set, then the flow takes the success path at runtime and updates the Call.ACDSkills, Email.ACDSkills, or Message.ACDSkills variable to reflect new ACD skills.

Language Skill

Set the language skill on the interaction. If the value is a NOT_set language skill, the system removes existing language skill from the conversation. If the value can be set, then the flow takes the success path at runtime and updates the Call.LanguageSkill, Email.LanguageSkill, or Message.LanguageSkill variable to reflect new language skill.

Success path

This path indicates that the system successfully set or assigned the ACD and language skills.

To follow the route you want the interaction to take, drag the appropriate action below the Success path. For example, a Hold music action or any other action or combination that follows your company’s flow design. 

Failure path

This path indicates that the system was unable to assign the ACD and language skills.  

To direct the route you want the interaction to take, drag the appropriate action below the Failure path. For example, a Hold music action or any other action or combination that follows your company’s flow design.