Managing Agent Group Assignments (Skill Matrix)

Agents are assigned to agent groups for each queue they service, using the skill matrix. 

Note: the skill matrix does not support queues that have not been created in CONDUCTOR.

In the main menu, click Skill Matrix to display all queues and agents, and any existing agent group assignments.

Note: the global filter setting affects this page. If the global filter has user group filters in place, this page is filtered according to the agents in those user groups and to show all agents, for example, you may need to update or clear the global filter.

Agent names, and associated usernames, are shown vertically in the grid. Queue names are shown horizontally. If there is no value at the intersection of a queue and an agent, the agent is not assigned to any agent group for that queue.

You can update the skill matrix in real time to meet changes in call volume.