Hi Peter
Basically Resource Groups and Skills are used to determine which agents will receive a call. Specifically they are the constructs that UCCX uses to link agents to CSQs.
Teams is seperate, and doesn't need to match RGs or Skills in any way - they solely manage which Supervisors can 'see' or 'manage' which queues and agents.
So...
Resource Groups - each agent can be a member of one RG. Each queue (if set to use Resource Groups) can be linked to one resource group. Effectively, this means that each agent can be only a member of one CSQ.
Skills - each skill can be linked to one or more CSQs, each CSQ can be linked to one or more skills. Each agent can have multiple skills. So you can easily link agents to multiple queues in a very granular way.
I think in Standard edition you get resource groups only. In that scenario, you'd use resource groups.
In any other scenario you would be best to use Skills, as the extra flexibility is very useful. Most of my customers have a skill per CSQ, as that makes it very easy and obvious how you would linke Agent X to Queue B - you would give them Skill B.
It's possible to mix the two as well - each CSQ can be EITHER RG-based or skill based. Each agent can be a member of one RG, and also have skills. There's no real reason to do that IMO; just go skills.
Aaron
Aaron
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