Agents, or users, in Contact may be configured with a set of skills that indicate the types of interactions they have been trained to handle.
Company administrators with the Agent Groups: Modify privilege can define groups of users, such as teams or departments with particular skills, as well as the level of skill for each user in the group via star rating. Each individual user may belong to one or more skill groups. Each user group can be assigned to one or more queues, handling interactions from different channels, for example, both voice calls and emails.
Some scenarios illustrating how user groups might be set up:
- For a group of agents that can only handle emails, you would put them in a group and associate it with the email queue only.
- For a group of agents that can handle both calls and email, but you want to dedicate the agents to emails unless the main calls queue overflows, you would put them in a separate group associated with the email queue, and then add them as a secondary group to the main calls queue.
- For a single group of agents that are all multi-skilled, you would configure channel blending (System > Channel Configuration) and have the system decide on when to allocate a call or another channel item, such as an email or a webchat, to available agents.
- For a group in which the agents have varying levels of experience, you would configure the skill level of each agent within that group using a star rating, where one star is lowest and five stars is highest. The skill level is configured for each user account (Staff > Users). When a channel item reaches the head of the queue, and agents are available, the item is routed to the available agent with the highest skill level.
Agents who are allowed to make outbound calls and who belong to more than one user group can set the user group (and hence the CLI) that their outbound calls appear to originate from.
Roles can also be assigned to user logins. Each role can have an Agent groups privilege associated with it that permits or prohibits access to the list of user groups used by Contact.
| Note: See Creating and adding a user group for help setting up groups. |