Managing skillset priorities via 'templates' 1

[TSSup]

We have 150 agents and close to 120 different skillsets.

Those agents fall into two groups, tech1 and tech2.
We have a list defining which skillsets a tech1 should be in and what priority they should be at. We have a similar list for tech2. We call these lists the 'tech1 template' and 'tech2 template' respectively.

Unfortunately, managing these skillsets and priorities is currently something we do manually, and we have about 15 people who have access to the system. Over time little changes are made to individual agents based on special circumstances, needs, requests, etc. So, without fail, every couple of months we have to standardize priorities and skillsets again.

This is a daunting task involving one person going though the system, one agent at a time, and comparing skillsets and priorities line by line; 120 times (skillsets) per agent, over 150 agents.

Our situation may not be typical, but I can't imagine it's entirely unique to us either, so I have often wished for a built-in functionality that would set an agent's priorities to "default tech1" or "default tech2" in a single click. I have been told several times that this is "impossible."

I don't know if that's:
-impossible because telecom doesn't know how
-impossible because we don't have the right software
or
-really impossible (in the infinite and definite sense)

So my question to the forum is: Does this functionality exist or could it somehow be made to exist? (assume that money is no object)

 

[StanleySteamer]

You forgot to tell us what version you are running.
If you are using the web client then there is spreadsheet tool that you can download from the web client. Go to Configuration and click Download.
In the web client help do a search on "Uploading and Downloading Contact Center data".
I have never used it but it certainly appears to do what you need.

 

[bajangsa]

Why dont you use Agent to Skillset Assignment? This you can run with a single click to reset the situation, or you can schedule the assignments.

 

[StanleySteamer]

Why dont you use Agent to Skillset Assignment?

.. too obvious? %-)

 

[TSSup]

Why dont you use Agent to Skillset Assignment? This you can run with a single click to reset the situation, or you can schedule the assignments."

*facepalm* Thank you, that works great, now I just have to convince everyone that this is a better way of doing things. Wish me luck

 

[Milesprower]

Only give yourself rights to Agent to Skillset Assignments. once you have everything set up right, create an Agent Skillset assignment for each template. Then only you will be able to make changes or run the skillset assignments.