The main purpose of a skill group is, as its name suggests, to group agents who possess the same skills or who handle the same type of calls into a single system object. The “skill group” object contains numerous parameters that determine how calls are routed and to which agent they are assigned. The main parameter is “Case Type”: the administrator can assign case types to skill groups, keeping in mind that a skill group can include multiple case types, but a case type can only be part of a single skill group.
In the “Settings” section (Routing/Competency Groups), the administrator can manage the system’s competency groups:
Available options:
- Add a new competency group: assign a name, members, and case types
- Edit an existing competency group: change the name, members, and case types
- Delete an existing skill group
Applicable restrictions:
- The name of the skill group must be unique throughout the system.
- A group of competencies can consist of any number of agents
- An agent can belong to multiple competency groups
- A competency group can consist of any number of case types
- Important: A specific case type can belong to only one competency group.
