Skill groups and language groups

With Skill groups and Language groups, you specify qualifications for many agents at once, also depending on the day and time: for example technical support in the morning and sales in the afternoon, or a language only for the hours when calls come in from abroad. Each entry in a group’s calendar carries a complete table of qualifications; it applies to all members while the entry is running and the group is active.

You find the groups under Group definitions › Skill groups and Group definitions › Language groups. For this you need the Skill group configuration or Language group configuration permission respectively.

Creating a group

1. Right-click in the list and choose Add.
2. On the General tab, enter a Name and, if needed, a Description, and turn on Active. New groups are not active.
3. On the Schedule tab, use New entry or New recurring entry to specify when the group applies. In the entry’s window, set the time and recurrence on the Appointment tab and the qualifications on the Skills or Languages tab — the same table as in an agent’s dialog. A new entry starts with “-” in all cells.
4. On the Agents tab, drag the members from Agents to Agents in group.
5. Click Save. If you only moved members, the dialog does not ask about it when you close it.

Create different times with different qualifications as several entries in the same calendar.

What applies

• If at least one of an agent’s groups is running, only the values of these groups apply. The agent’s own qualifications from their dialog are suspended for that time — including for skills set to “-” in the group.
• If several groups are running at the same time, the best level applies per skill and channel, or per language. A “-” in one group does not take away a level the agent has from another group.
• Skill and language groups work independently of each other: a running skill group leaves the agent’s languages untouched and vice versa.
• If none is running, the agent’s own qualifications apply again.

The agent’s choice

With the Skill/Language changes permission, an agent can choose one of their running skill groups; then only the skills of that group apply. All restores the normal calculation — see Agent settings. The Agents list shows which group an agent has chosen in the Current skill group column. There is no such choice for language groups.

The list

The lists show Name, Description, Active and Calendar open — whether an entry is currently running. The header counts the groups that are active and currently apply.

• Copy configuration transfers Active and the calendar with all entries to the selected groups; their members stay.
• If you delete a group, its members lose their membership, and the server recalculates their qualifications.