Skill groups are a collection of skills that can be assigned to individual agents based on the skills of the agent. Skill groups can be used for Call Flows, Campaigns and Campaign Schedules. To create a Skill Group, navigate to Denali Workspace > Call Flows > Skill Groups.
Click on the Create Skill Group button. This will open the Create Skill Group modal.
Enter a name for your Skill Group. In this example, we are creating a Language Skill Group. Click on the Add Skill button to add a Skill to your Skill Group.
Naming the Skill
When choosing a name for your Skill, keep in mind that an exact match is required on the name of the Skill and the data available in the Call Flow. Skill names can be matched either from the Call Context on the Call Flow or another step in the Call Flow. In our case, we’ll be using data returned from a CRM Query Step. Our record has a custom Language picklist field. This will ensure we can easily make an exact match on the Skill.
Assigning Agents to Skills
To assign agents to a Skill, click on the checkbox next to the agent’s name. Multiple agents can be selected at a time. Once you’ve selected the agents you want to assign, click on the right arrow icon button to assign the agents to this skill.
Search for an Agent
To search for a specific agent in your agent list, navigate to the search bar at the top of your agent list. Enter the name of the agent you are looking for, then the agent list will filter out by the specified agent name.
Filtering by Agent Groups
To filter your agent list by agent groups, click on the Filter icon on the top right corner of your agent list. This will open the Filter dropdown where you can select an agent group to filter by. Select the agent groups you want to filter by, and the agent list will filter automatically.
To un-assign agents from this Skill, select the agents you want to un-assign, then click on the left arrow icon to un-assign the agents from this skill.
Once you’ve assigned all the agents to your skill, click Save. This will bring you back to the Skill Group. Continue adding Skills until all the required Skills are created.
When you are done adding all the required skills, click Save on the Skill Groups modal. Once you’ve created your Skill Groups, you can start adding Skill Groups to a Call Flow by using the Queue Step.