About Skill Groups
A skill group is a collection of agents that share a common set of skills that enable them to handle a particular type of task. For example, a skill group could define a group of agents who are proficient at providing technical support for a particular product. Agents are assigned one or more skills by associating the agent with the desired skill groups.
Each skill group is associated with a specific media routing domain such as voice, chat, or e-mail.
When adding an agent to a skill group, users are able to specify whether this is the default skill group for that agent. The default skill group is used for reporting calls that are not routed to a script such as agent-to-agent calls.
eGain Analytics does not support sub-skill groups (skill groups defined as a subset of a parent skill group).
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