A skill group is a
collection of agents who share a common set of competencies that equip them to
handle the same types of requests. Some examples of skill groups are a
collection of agents who speak a specific language or who can assist callers
with billing questions.
Use the Skill Group API to list, view, or edit existing skill
Access to this API is
different for supervisors and administrators. For more information, see
get: Returns one
skill group, using the URL
selectedAgentCount: Use this query parameter to augment skill
group information about multiple agents. The selectedAgentCount parameter shows
the number of specified agents belonging to that skill group. For example, to
find out how many of agents 5000, 5001, 5002, and 5003 belong to each of the
skill groups in the list, add
Using selectedAgentCount automatically sets the summary list query parameter to
to Cisco_Voice MRD if this parameter is not provided.
reference cannot be updated.
A collection of agents assigned to the skill group (See
Agent API). References also include
firstName, lastName, agentId, and agentTeam (which includes the team name and
canRemove: This parameter only appears for supervisors. It
indicates whether or not the supervisor has permission to remove the agent from
this skill group. The supervisor can remove the agent from the skill group if
the agent belongs to a team of this supervisor.
Read-only parameter containing the number of agents having the skill.
selectedAgentCount: Read-only field. Indicates the number of
specified agents belonging to the skill group. Returned only when using the
selectedAgentCount query parameter.