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  • 1.  Skills across Divisions

    Posted 05-25-2023 09:28
    Edited by Kim Holbrook 05-25-2023 09:41
    No replies, thread closed.

    Here is the use case. In an Org we have 5 divisions. Two of those divisions have/need a "Claims" skill to manage their teams. Would both of those Divisions use the "Same" Org level "Claims" Skill in their Skill Based Routing setup's OR would we want to build two "Claims" Skills (one "Business1_Claims" and one "Business2_Claims" so that there is no confusion in agent skilling/abilities.


    #ArchitectureandDesign

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    Kim Holbrook
    Optum Technology, Inc
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  • 2.  RE: Skills across Divisions

    Posted 05-25-2023 10:19
    No replies, thread closed.

    Hi Kim,

    That would mostly be up to personal preference.

    For reporting there are benefits with different skills for each division since you can use that for filtering.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 3.  RE: Skills across Divisions

    Posted 05-25-2023 13:01
    No replies, thread closed.

    Thank you for the reposne.  Are you aware if there are any skill limits per organziation - e.g. 5000 skills per org? 



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    Kim Holbrook
    Optum Technology, Inc
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    Original Message


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