Skill groups are the queues · Worked example

Name the tab

For one inbound and one outbound campaign, write the tab you would open.

1. Inbound: Outbound Skills
2. Outbound: Skills
3. Add the same agent to both groups

You did not hunt for a tab called Inbound Skills.

• Inbound tab name? Outbound Skills.
• Outbound tab name? Skills.
• Multiple skills per campaign? Yes.
• Multiple skills per user? Yes.