Skill groups

[mcnam7]

We have a situation where we have 135 different Skills in place currently. The WFM group is stating this is too many Skills to manage and we are being asked what we can do.

Is it possible to create GROUPS of SKILLS and add agents to these groups? We are on Avaya CM 5.2 with CMS R16. Any input or options would be appreciated. Thank you.

mcnam7

[lsngta]

Hi mcnam7,

I guess, as the wfm reports are built from crystal reports,you could customize as per your requirement.Additionally, on the CMS,you could possibly go for a customized report,where you could input multiple skills in groups.

[marzahn]

Here's a thought M.

This may be one of those cases where the business is asking for a technology solution to what is a management issue. Perhaps they really do not need 135 skills.

The tip off for me is that they say: ". . . this is too many Skills to manage." Someone should sit down with them and work out their requirements to best serve the customer.

I have seen cases where a well-meaning phone geek set up an elaborate structure that to him or her mind was a thing of beauty. If you do not start with true business requirements, you can be sucked into a "black hole of re-work."

Make your goal "How to best serve the customer and most of the unnecessary "junk" will fall by the wayside.

[guzma27]

How many skills do you have to have each agent have? Can you condense some skills into one? IE like mentioned suggesting less skills for customer experience. And with vba coding automating skill changes can be real fast.