inContact WFMv2 Administration > Workforce Settings > Skill Groups Overview
Skill Groups Overview
Skill Groups define the combination of Skills and Skill Levels that are to be considered for skills-based scheduling. A Skill Group consists of a set of Skills, each with a specified minimum Skill Level.
Agents configured with the same skills at the specified skill levels are automatically considered part of the Skill Group. To be valid, a Skill Group must have at least one Contact Group assigned to it.
You can add Skill Groups manually, but best practice is to use the Skill Group Identification Wizard to automatically generate Skill Groups.