Creating Skills and Skill Groups
Skills and Skill Groups let you route outbound leads to the users best equipped to handle them. This article covers what they are and how to create them. You'll find them under Centralised Settings > Outbound Skills & Groups.
What are Skills and Skill Groups?
A User Skill represents a specific topic or attribute a user is trained to deal with, for example a product line, a language, or a type of query. You can assign skills to users directly, or to multiple users at once via User Plans, letting you pinpoint each user's strengths for outbound dialling.
A Skill Group combines one or more User Skills into a single set. When you assign a Skill Group to a data import, only users who hold every skill in that group are eligible to receive those leads.
For example, Tom has the skills Apple, Refunds, and Retentions. A Skill Group built from those three skills and assigned to a lead import routes those leads to Tom. However, Tom doesn't have the Billing or Debt Over £5000 skills. If you built a Skill Group for high-debt Apple billing calls, those leads wouldn't go to Tom, since his skills don't fully match the group.
Skill Groups let you route leads precisely based on what your users are equipped to handle. Bundle the skills a lead type needs into a group, then attach that group to the matching lead imports, and only qualified users receive those leads.
Before you start
You need the Settings - Outbound Skills & Groups permission to access this page.
Creating a skill
- Go to Centralised Settings > Outbound Skills & Groups.
- Select the User Skills tab.
- Select Create New.
- Enter a name and description for the skill.
- Select Save.
Creating a skill group
- Select the Skill Groups tab.
- Select Create New.
- Enter a name and description for the group.
- Select Save.
- Find the skills you want to include under the Skill Library section, and select a skill to add it to the group.