Contact Center Skill Grouping

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  • Updated 8 months ago
We have three call center teams and we are starting to create a number of skills per team and some of our users will move between different teams.  I would like to put a request in to be able to group skills either to a skill group or to a team, so that we can manually activate or deactivate a number of skills all at once. Maybe the skills can be tied to a team so if we switch an agent from one team to another then the appropriate skills will follow, like a template.  Maybe a Skill Template would be a way to do it where we can save a template of skills that can be applied to an agent.  It would also make it easier to make sure when we have a new employee that we get all the correct skills added to them rather than scanning through the long list and hoping we get them all.  We currently have 30 users between the 3 skills.
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Jim Wilhelmsen

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Posted 8 months ago

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I like this, it would definitely make it easier for moves/adds/changes!
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Saadet, Employee

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Hey Jim, you can accomplish this by leveraging the bulk user update/manage multiple users option within ContactCenter. You can ask our Tech Support team for more details :)