If you need to, you can update Skill Groups after a call has ended. This is done by configuring a result code.
- Click on "Settings" in the side menu within ManagerPortal.
- Select "Result Codes"
- In the Result Codes section, click on the result code you want to edit.
- This will bring up the result code on the right side of the page. The details will be highlighted.
Go to the Skill Group on the Result Code.
- In the dropdown, select the Skill Group you want to assign.
- Once selected, click Save.
Don't Forget - Upon applying the result code to a lead, the Skill group originally assigned will be substituted with the one linked to the Result Code.
Using "NONE" Skill Group for Result Codes
The "NONE" skill group selection has a special meaning for result codes:
- If set to "NONE", the lead's skill group will NOT be changed when that result code is applied.
- The existing skill group will remain unchanged.
- This acts as a "do not update" option.
For example:
- A lead has the "Sales" skill group.
- An agent dispositions it as "Not Interested" with NONE skill group.
- The lead will keep the "Sales" group rather than getting a new skill.
Think of NONE as skipping any skill group update on disposition. The lead's skills stay the same.
This lets you apply specific result codes without altering skill routing. Use NONE to retain the lead's existing skill group.