Each morning the Outbound Skill Control will be checked to ensure all skills are started and lists are loaded in for agents to receive outbound calls. The skills are divided between Coll RTO and Coll Loan:
RTO skills should be started at 6am M-F and 7am Sat
Loan skills should be started at 7am M-F and 8am Sat
In InContact, navigate to ACD>Outbound>Outbound Skill Control:
Here you will use the Collections Skilling Map to check that all outbound skills on the Skilling Map are started and the lists are loaded.
Here are the things to pay attention to in the Outbound Skill Control:
State – Green arrow means it’s started, red square means it’s stopped
“Agents” section – these are the states of the agents that are currently skilled for that OB skill. “PTNL” is the total number of agents that could potentially take a call from this skill.
“Calls” section – how many calls are queued (ready to be sent to an agent), active, made, handled and reach. Early in the morning you will most likely see a lot of calls queued and ready as the dialer has just started and each skill is prioritized to call in a certain order.
“List Inventory” section – Fresh are how many leads are ready to be called and have not been called yet and Retries are leads that have already been called at least once but are waiting for a retry after the appropriate amount of time has passed
**There are 2 exceptions to the above checks:
Returns PC – this list is not loaded first thing in the morning with the others, but is loaded in batches throughout the morning. This load is completed by Noon so a secondary check should be made to make sure this skill and list is running after 12pm MST
Returns Loan PC – this list is the only one that is manually loaded into InContact. Unfortunately that means there is no consistent time when it will be loaded in, but typically it is done before 1pm MST. I suggest checking it when checking the Returns PC skill and if it’s not loaded checking again later in the day. If you see this isn’t loaded, please reach out to Yoselin Vega ([email protected]) or Joel Wohlmuth ([email protected])