Common Terms and Definitions

Modified on Wed, 16 Nov, 2022 at 1:24 PM

What is a Skill Action? And what are the types of Skill Actions?

Skill Action – A user-defined configuration in SPEED that stores a desired temporary change in skill assignments to one or more agents in customer's skill management platform (I.e. downstream technology). Skill Actions can be Immediate or Scheduled.

Immediate – An Immediate Skill Action is one that will implement right away, as soon as the user publishes it. It consists of a single duration only and ends, or reverts, at the Auto-revert Time chosen by the user. Immediates are generally short-lived, but can extend over multiple days as well.

Schedule – A Scheduled Skill Action is one that takes place at a time, or repeated times, in the future as defined by the user. If a user creates a repeating schedule, the desired skill changes will take place on each of the selected Days of the Week, for the entire duration of the date range selected. The user will also define a regular daily start time and daily end time when configuring a Scheduled Skill Action.

What are the two general phases of a Skill Action?

Implement - Activate temporary changes to an agent's active skill assignments in customer's skill management platform (I.e. downstream technology). Immediate Skill Actions occur one time only and implement as soon as the user publishes the skill action. Scheduled Skill Actions will implement at the scheduled "Daily Start Time' and will implement again, each selected weekday, for the duration of the entire schedule.

Revert - Reverse temporary changes to an agent's active skill assignments in customer's skill management platform (I.e. downstream technology). Immediate Skill Actions are reverted once and the skill action is complete. Scheduled Skill Actions will revert each day for the duration of the entire schedule, and Schedules are only "complete" after the final session that starts on the Last Implement Date.

What do different Status Pills mean on the Immediate and Scheduled Status pages?

IMMEDIATE Skill Actions
STATUS	DESCRIPTION
Implementing	The immediate skill action has begun implementing. For skill actions with very few agents, this phase may go so fast that status pill doesn't even show it, and moves right to "Active"
Active	The immediate skill action has finished implementing, and temporary skill assignments are now active in the downstream technology.
Reverting	The immediate skill action's configured Auto-revert Time has occurred, and temporary changes are being reversed in the downstream technology. This phase, too, may occur so quickly the status is not seen on the status pill.
Reverted	Skill action is finished. All temporary assignments configured on the skill action have reversed back to normal in the downstream technology.
Reverted(M)	Same as "Reverted" but skill action was (M)anually reverted early, by a user. Skill action is completely finished, and cannot be resumed.
Failed	One or more errors occurred during processing of this skill action. Consult the emailed notifications for the skill action to see details.

SCHEDULED Skill Actions
STATUS	DESCRIPTION
Queued	A scheduled skill action has been created and is set to implement one or more times in the future, but has not yet implemented for the first time.
Implementing	The scheduled skill action has begun implementing for the current day, as defined by the daily start time. For skill actions with very few agents, this phase may go so fast that status pill doesn't even show it and instead moves right to "Active"
Active	The scheduled skill action has finished implementing for the day, and temporary skill assignments are now active in the downstream technology.
Reverting	The scheduled skill action's configured Auto-revert Time has occurred, and temporary changes are being reversed in the downstream technology. This phase, too, may occur so quickly the status is not seen on the status pill.
Reverted/Queued	The scheduled skill action's most recent instance is finished, and all temporary assignments configured on that skill action have reversed back to normal in the downstream technology. "Queued" means that the overall schedule still has additional days in the future on which to implement. Note: this status will remain up until the next scheduled instance begins implementing.
Reverted/Queued(M)	Same as "Reverted/Queued" but the skill action was (M)anually reverted early, by a user. The skill action has finished early for the day and cannot be resumed, but "Queued" means that the overall schedule still has additional days in the future on which to implement. Note: this status will remain up until the next scheduled instance begins implementing.
Reverted/Complete	The scheduled skill action's most recent instance is finished and all temporary assignments configured on that skill action have reversed back to normal in the downstream technology. "Complete" means that the overall schedule is now completely finished and has NO additional days in the future on which to implement.
Reverted/Complete(M)	Same as "Reverted/Queued" but the skill action was (M)anually reverted early, by a user. The skill action is finished for the day, but has additional days in the future on which to implement.
Failed	One or more errors occurred during processing of this skill action. Consult the emailed notifications for the skill action to see details.
Unknown	The Skill Action (SA) may display this status in the unlikely event that the SA does not fall into any of the above statuses. Please contact OpsTel support if you see this error.

What other Actions can a User take regarding Skill Actions?

Revert - To reverse a skill action's temporary skill assignments early, before the configured revert time, a user may click the large red "Revert" button on the Skill Action page of an active, currently implemented skill action. Alternatively, a user may accomplish the same action by locating the desired skill action on either the Immediate or Schedule Status Page, then use the 3-dot action menu on the right-hand side and select "Revert".

Delete - Cancel all future instances of a Schedule. Will remove the schedule from list of schedules and permanently halt all future activity. To delete a schedule, it cannot be currently active at the time. In such a case, the user will need to wait until the schedule normally reverts for the day, or manually revert it early. Once the schedule is no longer active at that moment, user can delete the schedule. Note: Schedules can be deleted before implementation time, but must be deleted at least 10 minutes before the scheduled daily start time.