Skill groups are designed to distinguish between customer service staff of different functions. They can be divided according to service type (e.g., pre-sales, post-sales, complaints, etc.) or geographical region (e.g., South China, North China). If there's no need for grouping customer service personnel, create a single skill group and incorporate all the staff.
Add Skill Group
1. Access the Management Console directly, click on Livechat Settings > Skill Groups in the left navigation bar to access the skill group management page. Click on Add Skill Group.
2. Fill in the skill group name and reception limit in the Add Skill Group dialog box and then click Confirm. (The reception limit refers to the maximum number of people a single agent can serve at once).
Adding agent to a Skill Group
1. Click on Edit in the operation column of the target skill group. On the right-hand side of the skill group, click Add agent .
2. Select the agent from the list that you want to add to this skill group, then click Confirm.
Setting the Priority of Agent
When the routing capability is set to "Allocate according to the priority of agent in the skill group", the system will assign the user conversation to high-priority customer services as a priority. When adding customer service to a skill group, the priority of customer services are rated from 1 (highest) to 5 (lowest), with the default being 3.
Deleting an Agent From a Skill Group
Click Edit in the target skill group, and then click Delete in the operation column of the member list to remove the specified agnet from the skill group.
Editing and Deleting a Skill Group
Edit Skill Group: Click Edit in the target skill group to modify the name of the skill group.
Delete Skill Group: Click Delete in the target skill group to delete it. After the skill group is deleted, the agents within the group will no longer be associated with the current skill group, and their corresponding information will not be deleted.
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