Difference between skillset, skill group and call type

[4deepakkaushikk]

Dear Experts,

request your help in order to understand the Difference between skillset, skill group and call type..

Regards,

Deepak

[Chintan Gajjar]

what software you are referring to UCCE or UCCX? i know the call type and skill group are predominant term of UCCE. :-) 

[Chris Deren]

I will assume UCCE here:

Call type - think of it as a call tag for reporting purposes. As call traverses through a script, i.e. different options, etc it may be tagged with different call type along the way. CT is also used to deliver a call to specific script, i.e. DN points to CT, which then is scheduled to point to script.

Skill - Self explanatory, skills are used to define queues, by assigning an agent to a specific skill that is queued to in the script, the agent is capable of handling the call.