If I have a skill group name and say the name has changed due to department name being changed. I could do ita few ways:
Option: 1
I could update the sameskill group in Skill goup explorer and it would automotically update the scripts and agent having that skill set.
Option: 2
Also other option is that I could add the new skill group and then will have to manually assign the agents to these.
What is the better practice ?
Option 1 involves less work and also places where is used is updated. Will the reporting be impacted or will both old and new skill group show up in CUIC
on option1. I need to test that and will out after the ICM/cuic sync happens.
