Description
You can maintain skill group information from your call center system in the Smart Conversation Analysis service. This lets you select the required skill groups when you create a new quality inspection configuration for your call center.
Accessing the feature
Log on to the Smart Conversation Analysis system and choose System Administration > Skill Group Management.
Features
Create a skill group: Click the Create Skill Group button and enter the required information.
Skill Group ID: Enter the actual skill group ID for your business.
Skill Group Name: Enter the actual skill group name for your business.
Edit a skill group: If a skill group name is changed in Cloud Contact Center, click the Edit button to update the name. The skill group ID cannot be changed.
Delete a skill group: If a skill group is deleted in Cloud Contact Center, click the Delete button to remove it.