SKILLS

[AbsoluteRob]

What kind of skills are you utilizing to improve your capacity planning?
How many job types are tied to skills and are you able to leverage this for capacity planning? We leave calls unassigned until dispatched and struggle to make ACP work properly.

[KristinS1]

For plumbing: 

I have different levels:

HELPER
Level 1
Level 2
Level 3
Level 4
Licensed
Drain Cleaner
Home Inspector

The levels I have matched to my job types, than when a tech learns the necessary skills to move up a level, I switch it on his profile.  

[Sheena_Palacios]

Hi Rob -- essentially any skills that is job related will help improve that specific job type to optimize ACP. Example: Generator Issue job type would have the skill  'Generator Certified' and once that skill is assigned to the tech, this helps CSRs find the right tech to the (unassigned job). Here's some info on How skills mode works with ACP