We migrated from UCCX4.0(5) to UCCE 7.2 last year. UCCX has a feature that lets you define skill levels for agent.
UCCE doesn't have such a feature, I now use a second skillgroup as an overflow, the LAA success node goes to say skillgroup SG.1 and the fail connection goes to 'queue to skillgroup' with groups SG.1 and SG.2 (agents only belonging to one of the groups).
I know this has reporting implications.
1. What is the best way to emulate the skill level functionality from UCCX (e.g. what have you done?)?
2. What are the reporting implications exactly?