User Plans and Skill Groups

User Plans let you configure settings once and assign them to multiple users at once, rather than repeating the same configuration for each user individually. A plan can hold settings for Channel Capacity, Dynamic Nailup, and User Skills. You'll find them under Advanced > Plans > User.

What are User Plans?

A User Plan can contain:

  • Channel Capacity — limits on concurrent digital interactions.
  • Dynamic Nailup — general nailup configuration for a user.
  • User Skills — skills inherited by users for Outbound Skill-Based Routing.

To use them, create and configure a plan, then assign it to the relevant users from the CTU page. This lets you set up skills, capacity, and nailup behaviour once, and deploy them across as many users as need that configuration, rather than configuring each one by hand.

Creating a user plan

  1. Go to Advanced > Plans and select User from the list of plan types.
  2. Select New Plan in the top-left corner. This creates a new, blank plan on the right.
  3. Under User Plan Settings, give the plan a memorable name, since you'll need to recognise it when assigning it to users.
Note. A user plan can combine skills with Capacity and Dynamic Nailup settings, if enabled, but doesn't have to. This guide covers the skills side only.

Adding skills to the plan

  1. Select Add New Skill. This adds a new row to the skills table where you can select the skill's name.
  2. Add further rows to attach more than one skill.

Setting skill proficiency levels

Each skill on the plan carries a proficiency level from 1 to 10, indicating how adept users on this plan are at it. Assign higher numbers to skills where users have greater expertise, for example an expert Apple support team would have a high proficiency for the Apple skill.

The system prioritises routing leads to users with higher proficiency levels first, sending leads to the most skilled agents available. Setting accurate proficiency levels ensures:

  • Leads go to the users best placed to resolve the issue or opportunity.
  • More skilled agents handle more complex or higher value leads.
  • Newer agents build experience by receiving easier leads first.

Take the time to assign proficiency ratings that reflect true capability, since this is what determines how well skill-based routing performs in practice.

To remove a skill from the plan, select Delete next to it, then select Save.

Note. A user must hold every skill in a Skill Group to be allocated leads assigned to it, not just some of them.
Note. If a user inherits a skill from a plan but also has that same skill assigned to them directly, the higher of the two proficiency levels is used.

Related articles