User Plans - What are they?

User Plans can be assigned to individual users and contain settings for Channel capacity, Dynamic Nailup and User Skills. 

In the case of User skills, these plans can be configured and then easily assigned to multiple users via the CTU page, rather than having to assign multiple skills to each individual user via that page.


User Plans allow you to define settings that can be assigned to multiple users at once. This simplifies user configuration.


Plans contain options like:


  • Channel capacity - Limits on concurrent Digital Interactions
  • Dynamic Nailup - General configuration for a User
  • User skills - Skills inherited by users for Skills Based Routing

To use them:

  • Create Plans and configure them.
  • Assign Plans to users from the Users page.

The key benefit is being able to configure skills, capacities, and more in one place, then easily assign those to users by Plan.


This saves you from repetitive individual user configuration. With Plans, you can setup options once and deploy them widely. Streamline user admin with Plans.

Creating a User Plan

  • Click on "Settings" in the side menu within ManagerPortal.
  • Select "Plans"


  • From the list, select "User" as the Plan Type.


  • Next, select the new plan button from the top left of the screen. This will create a new, blank plan on the right hand side.


  • Under 'User Plan Settings', give your new plan a name, make sure its memorable as you will need to remember this when configuring your Users.


With User plans, you can combine Skills assigned to Users with the Capacity and Dynamic Nailup plan features (if enabled) but this is not a requirement. For this guide, we are ignoring those.


  • Click the "Add New Skill" button.

  • This will add a new row to the skills table where you can select the skill's name.

  • You can add multiple rows to attach several skills.


Setting Skill Proficiency Levels

When creating a skill, you can set a proficiency level from 1-10. This indicates how adept users are at that skill.

Assign higher numbers to skills where the user has greater expertise. For example, an expert Apple support agent would have a high proficiency for "Apple" skill.


The system prioritises routing leads to users with higher proficiency levels first. This optimises efficiency and service quality by sending leads to the most skilled agents.


Setting accurate proficiency levels ensures:

  • Leads go to users who can best resolve the issue or opportunity.
  • More skilled agents handle more complex or high value leads.
  • Newer agents develop skills by getting easier leads first.

Take time to assign meaningful proficiency ratings that reflect users' true capabilities. This will maximise the benefits of skill-based routing.


If you want to delete a Skill simply click the "Delete" button.


Click "Save" to add the skill to the system.


Remember - Only users with ALL skills in a skills group will receive the corresponding Lead.

Don't Forget - If a User inherits a skill from a Plan but also has the same skill directly assigned to them, the highest proficiency level will be used.