Request Skill Block

Sets a skill requirement for Ivanti Voice to take into account when routing the call.

The Request Skill block has two drop-down lists. The first lists the skill groups currently configured in the Management Portal. The second lists the skills belonging to the skill group you select in the first list.

To Configure the Request Skill Block:

1.In the first drop-down list, select the skill group containing the skill an agent must have to be eligible to receive the call.

2.In the second drop-down list, select the skill an agent must have to be eligible to receive the call.

3.Click the Update button. The label of the Request Skill block appears in the flowchart: Request Skill <skill group>=<skill>