Skills and Skill groups - What are they?

Skills can be specific topics users are trained to deal with such as the example below

These can be allocated to users directly or to multiple users via User Plans, allowing you to pinpoint their strengths for outbound dialling.


Skill Groups combine multiple skills into one set. When you assign a skill group to a data import, only users with matching skills will receive those leads (most of the time, see FAQ's for more information around this)


For example, Tom has the skills "Apple," "Refunds," and "Retentions." If you create a skill group with those skills and assign it to Leads on import, Tom will receive those Leads.


However, Tom lacks the "Billing" and "Debt > £5000" skills. So if you made a skill group for high-debt Apple billing calls, those leads would not go to Tom since his skills don't fully match.


Skill groups let you route leads precisely based on users' capabilities. Just bundle the needed skills into a group, and attach that group to the matching lead imports. Then only qualified users will receive those leads.


Users must have ALL skills in a skill group to be allocated those leads.

Creating Skills

To manage skills and groups:

  • Click on "Management" in the side menu within ManagerPortal.
  • Select "Outbound Skills"
  • This will open the Outbound Skills page. From here you can create, edit, and assign skills and groups as needed to set up routing. 
    • Select the "Skills" tab to manage individual skills.
    • Select the "Skill Groups" tab to manage groups.

Don't Forget - You will need the "Skill-Based Routing Access" permission to access this page.


Select create new. 


This will open a blank name and description field.


Add a skill name and skill description and then save.

Creating Skill groups

Select the skills group tab. This tab looks almost identical to the skills tab. This tab is for grouping skills.


Select create new, this will open a blank name and description field.


Add in a skill group name and skill description and then save.


Look for a previously created skill. You will see all skills under the 'Skill Library' section.


Click a skill and it will be added to the group. You do not need to save this action.