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Skilling - Is anyone dealing w the need for more than the 0 to 5 star skill levels? How have you approached this challenge?

  • 1.  Skilling - Is anyone dealing w the need for more than the 0 to 5 star skill levels? How have you approached this challenge?

    Posted 08-21-2024 15:23

    Hi all,

    We are migrating from Genesys PureConnect to Genesys Cloud FedRAMP. Within PureConnect, we could set skill levels from 1-100 for agents or workgroups. Within Genesys Cloud we have the 5 star system and appears we have 0 to 5 for available skill levels, so 6 total. Quite the difference. With that said, we actually have a need for more than 10 skill levels as we have one customer that has more than 10 queues and they want to be able to stagger agents skilling for each queue, but since we're limited, we cannot do this w skill rating alone.

    I found an idea linked below that requested additional skill level settings. 

    Question for the board, are any of you running into the need for more than the 0-5 star rating system for skilling? If so, how are you dealing with that scenario? Are you combining priority with skill to give more options or maybe stacking skills? Curious what approaches you have tried.

    Thanks in advance!

    https://genesyscloud.ideas.aha.io/ideas/INB-I-731