Assigning Skill Groups to Result Codes

You can update a lead's Skill Group after a call has ended by configuring this on a result code. You'll find this under Settings > General > Result Codes.

Assigning a Skill Group to a result code

  1. Go to Settings > Advanced > Result Codes.
  2. Select the result code you want to edit. Its details appear on the right.
  3. Go to the Skill Group field on the result code.
  4. Select the Skill Group you want to assign from the dropdown.
  5. Select Save.
Note. When this result code is applied to a lead, the Skill Group linked to it replaces whatever Skill Group the lead had before.

Using the None option

Setting a result code's Skill Group to None has a specific meaning: the lead's existing Skill Group is left unchanged when that result code is applied, rather than being cleared or replaced. Think of None as a "do not update" option rather than a skill group in its own right.

For example, a lead holds the Sales Skill Group. An agent dispositions the call as Not Interested, and that result code has its Skill Group set to None. The lead keeps the Sales Skill Group, rather than losing it or being reassigned.

Use None where you want to apply a specific result code without affecting skill-based routing for that lead.

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