Creating Skill Groups

To create a skill group:

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

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

  3. Enter a unique name for the group.

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

  5. To assign agents to the skill group, on the Agents tab, check the boxes of one or more agents, and click on Add above the list.

    The Selected Path drop-down at the top allows you to select agents from other folders to add to the skill group.

  6. To create a route and assign it to the skill group, on the Routes tab, specify the name of the route, and an optional description, then click Add. A new route will be created and associated with the skill group when the skill group is saved.

    When a new skill group is added, if there is no associated route then business logic will add a new default route. There must always be at least one route associated to a skill group, therefore you will not be able to delete the last route on the skill group.

  7. Click Save.

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

Skill Group Fields

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

 

Field

Description

Entry

Default

Required

Details Tab

Name

A unique name for the skill group.

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, letters, numbers, periods, and underscore characters only. Must begin with letter or number.

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

Peripheral

The peripheral to be used for the agents in the skill group.

Select from list

Null

Yes

Media Routing Domain

A description of how contact is made.

Select from list

Cisco_Voice

No

Contact Center Picks the Agent (IPTA)

A tick-box indicating whether Unified CCE selects the Agents within the Skill Group to receive calls.

Check box

Checked

No

Service Level Type

Optionally, use to indicate how abandoned calls should be factored in calculating service levels.

Select from Default, Ignore Abandoned Calls, Abandoned Calls Have Negative Impact, and Abandoned Calls Have Positive Impact.

Note: The default is Ignore Abandoned Calls.

Use Global Setting

No

Service Level Threshold

The threshold, in seconds, for the Unified CCE service level.

0 to 2147483647.

Null

No

Agents Tab

Agents

Agents associated with this skill group.

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

To make this skill group the default skill group for an agent, check the Default box beside the agent. To revert the default skill group for this agent to the system default, uncheck the box.

Null

No

Routes Tab

Route Name

The name of the route.

Unique. Up to 32 characters, letters, numbers, periods, and underscore characters only. Must begin with letter or number.

Null

Yes

Route Description

A description of the route.

Up to 255 characters.

Null

No

Advanced Tab

Enterprise Name

The 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 32 characters, letters, numbers, and underscore characters only. Must begin with letter or number.

From Name and Peripheral

Yes

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

Peripheral Number

The number to be used on the peripheral for the Skill Group.

0 to 16777215.

Generated automatically

No

Active From Date

The date from which this Skill Group should be active within the system

Select date from calendar.

Current Date

Yes

Active To Date

The date after which this Skill Group should 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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