Management of contact center group metrics

To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.