Managing Agent Group Assignments (Skill Matrix)

The skill matrix allows you to assign agents to agent groups for servicing queues.

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.

The matrix is displayed in one of two orientations, depending on your organisation's configuration - either with the agent names and associated usernames shown vertically and queue names shown horizontally, or with the agent and queue names transposed. The orientation does not affect the display of the agent groups.

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.

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.

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