Skills
A skill is a queue with people in it
Queues, the awkward tab name, pools, levels, Default, and the scoreboard.
Skills routing ยท foundation ยท 12 min full read
A skill group holds users who have the agent or supervisor role. Campaigns point at one or more groups. The people, not the name, determine who can receive the contact.
- Staff the skill
- Set a service level you can explain
Service level, voicemail, greetings, and a message to the group are all on the skill topic. A skill with no members is a label.
From the skill group topic.
Roster
Write a skill and three members.
- Name the skill
- Name who is excluded
- Name the service level as a target, not a priority
The roster is not the campaign.
- Membership? Agent or supervisor.
- Empty skill? No delivery.
- Service level? On the skill.
- Several skills per user? Yes.
- Skill groups. vendor. last checked 2026-10.
Glossary. DNIS: The number an inbound campaign answers. A stopped campaign does not answer. Inbound campaigns
Sister technologies. RedSky. Emergency-location partner on the E911 data sheet. Not the ITSP. E911 data sheet
Config. Write a skill and three members.
Troubleshooting. Billing has zero users. Add the agents.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.