Skill groups organize agents by capability. Sensible groups keep pre-sales, after-sales and technical questions with the people who can actually answer them.
Plan your groups
Group by business line and language. Too granular scatters capacity; too coarse defeats the purpose.
- Pre-sales vs after-sales
- Technical support vs complaints
- Region or language groups
Fallback and overflow
Define what happens when a group is offline or the queue is long, so nobody goes unanswered.
- Overflow to backup group
- Escalate on queue timeout
- Offline to message or ticket
FAQ
Can an agent join several groups?
Yes, with a per-group priority for receiving conversations.
How many groups can I create?
Limits vary by plan but usually cover normal business splits.