Edit

Skills and Tasks Scenarios

Tutorials
Getting Started
Agent Experience and Contact Center Management Console (CCM Console)
Voice Configuration
Voice Entry Points
Voice Experience Templates
Bulk Upload Voice Entry Point
Define Rules and Policies
Create a HOO Template
Create Policies
Create a Routing Template
Create a Queue Wait Time Template
Create a Throttling Template
Create Rule Types
Create Rules
Create an Outdial template
Hours of Operation
Queue Treatment
Queues and Queue Groups
Agent Activity Groups
Agent Management
Console User Management
Data Tag Management
Agent Tool Configuration
Business Locations
Data Intelligence Tutorials
Setting up Intelligent Contact Distribution
Getting Started with Intelligent Contact Distribution API
ICD Channel Throttling Rule Configuration
ICD Hours of Operation Rule Configuration
ICD Queue Wait Time Rule Configuration
Setup Analytics and Reporting
Getting Started with EG Data Lake
Getting Started with User Context Service
Core Conversation Metrics
Build and Customise Reports
Conversation Data Concepts
Conversation Scenarios
Getting Started with Platform Data API
Interacting with GraphQL
Skills and Tasks Scenarios
Workforce Management Tutorials
Workforce Management Integration
Workforce Optimization Data Visualization
Smart-Omni-Channel-Routing Tutorials
Queue and Queue Management
Provisioning Users and RBAC
Voice and Chat Channel Integration Tutorials
Integrating CCaaS and Salesforce
Bring Your Own Voice Provider Client Library Adapter
Bring Your Own Voice Adapter
Bring Your Own Voice Provider
Bring Your Own Voice Provider Client Library Adapter
Bring Your Own Voice Adapter
Conversation Data Visualization
Conversation Scenarios
Message Scenarios
Participant Session Scenarios
Skills and Tasks Scenarios
Phone Number Assignment Guide
CCaaS Channel Setup for Agent Tools
Agent Identity and Access Management Tutorials
Logging in using Okta
Provisioning Users and RBAC
Role Management
Configure your own Skills Tutorials

Skills and Tasks

A Task represents the most granular unit of work within a Business Function, while a Skill is a collection of Tasks that implements a "complete" Business Function. For example, the Skill called book a flight might contain Tasks such as ask a question,
update a database record, and display a message.

Common Scenarios

Below are some examples of common scenarios for analyzing Skill and Task data.

Cancel and Change

Scenario: As a data consumer/analyst, I want to know how many customers engaged with an intent to cancel or change their booking to gauge the impact of the ongoing pandemic or some other natural calamity.

How: To achieve this, select the following in the Customer Experience V2 Explore:

  • Dimension: Intent (pivoted), Started Date
  • Measure: Conversation (Count)
  • Filter By: Skill Intent and Conversation Started Date

Skills Tasks CancelandChange

Cancel Funnel

Scenario: As a data consumer/analyst, I want to build a cancel funnel to see how many times a booking was successfully cancelled and which funnel collected the cancellation.

How: To achieve this, select the following in the Customer Experience V2 Explore:

  • Dimension: Task Name
  • Measure: Conversation (Count) *Filter By: Skill Intent (Cancel), Channel Type (Chat), and Conversation Started Date

Skills Tasks CancelFunnel

Data Dictionary

For a list of available fields and their descriptions, refer to the Tasks and Skills Data Dictionaries.

On this page