Creating Enterprise Skill Groups

In addition to creating enterprise skill groups one at a time, you can also bulk load enterprise skill group records previously output to a CSV (comma separated values) file. For more information see About Bulk Upload.

Creating an Enterprise Skill Group

To create an enterprise skill group:

  1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create the enterprise skill group.

  2. In the Folder Tree panel, click Resource, and then click Enterprise Skill Group.

  3. Enter a unique name for the group.

  4. Complete the remaining fields as described in the Enterprise Skill Group Fields section.

  5. To assign skill groups to the group, click the Add button below the Skill Groups box and select one or more skill groups.

    The Selected Path drop-down at the top enables you to select skill groups from other folders to add to the enterprise skill group.

  6. Click Save.

Enterprise Skill Group Fields

This table shows the tabs and fields available for enterprise skill groups.

 

Field

Description

Entry

Default

Required

Details Tab

Name

A unique name for the record.

Note: This may not be the same as the name by which the item is known on the remote equipment (Enterprise Name on the Advanced tab). Changing this name will not change the enterprise name or the name on the remote equipment. Changes to the name on the remote equipment will be reflected in the enterprise name, but under some circumstances, may not change the name shown here.

Unique. Up to 32 characters, alphanumeric, period, and underscore characters only. Must begin alphanumeric.

Null

Yes

Description

A description of the skill group.

Up to 255 characters.

Null

No

Path

Only shown when resource is first created. The location in the folder tree where the resource is to be created.

Click on the drop-down arrow to show the folder tree, then select the required location.

Current location in folder tree.

Yes

Skill Groups Tab

Skill Groups

Skill groups associated with this enterprise skill group.

Select from lower list of available skill groups and click Add to include the checked skill groups. To remove existing skill groups, select from upper list and click Remove.

Null

No

Advanced Tab

Enterprise Name

he name used to identify the item on the remote equipment. Leave blank to auto-generate a unique name.

Note: If the item is created by importing from the remote equipment, this name will match the eGain Analytics name (Name on the Details tab). Changes to the name on the remote equipment will be reflected here, but under some circumstances, will not affect the eGain Analytics name.

Unique. Up to 50 characters, letters, numbers, and underscore characters only. Must begin with letter or number.

Auto-generated

No

Department

(Only shown for organizations that are not small contact center organizations, and are associated with Unified CCE instances running Unified CCE version 10.5 or later). The department that this resource is associated with.

Select from the drop-down list of available departments.

None

No

Active From Date

The date from which this device profile will be active within the system.

Select date from calendar.

Current Date

No

Active To Date

The date after which this device profile will be deleted from the system.

Either leave Forever checked, or uncheck Forever and select date from calendar.

Forever

No

Custom Data Tab

Key

The key for this custom data item.

Unique. Up to 50 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

If this resource type has default keys defined in a custom data template, there will be a an initial entry for each default key.

Either an entry for each default key, or null if no default keys.

No

Value

The value to associate with this key.

Up to 500 characters.

To add a new custom data key-value pair, complete both fields, and click Add. You can have a maximum of ten custom data key-value pairs.

To edit an existing key-value pair, rest the mouse briefly on the entry, select the edit icon ( ) and make your changes. Then select the tick to confirm the change, or the cross to undo the change.

To delete an existing key-value pair, rest the mouse briefly on the entry, select the delete icon ( ), then click OK to confirm the deletion.

Note: For predefined default keys you cannot delete the entry or edit the key field. You can only edit the value field.

Null

No, for predefined default keys. Yes if new key being defined.
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