Skills
One module, one skill, when you need the truth
Queues, the awkward tab name, pools, levels, Default, and the scoreboard.
Skills routing ยท practice ยท 12 min full read
Skill Transfer may list several skills, and any agent who has one of them can take the call. The same article recommends a single skill in the module when you want reports that mean something.
- Choose pool or precision out loud
- Match the report to that choice
A shared pool is a valid design. An accidental shared pool is how billing calls show up as a blob. Split modules if the work is different. Keep one module if the pool is the point.
Both are configurations. Only one is an accident.
Split or pool
Take three call reasons and decide.
- Billing alone
- Sales alone
- A true overflow pool
The pool is labeled on purpose.
- Any or all? Any one skill.
- Report tip? One skill.
- Deliberate pool? Allowed if intended.
- No selection? Default.
- Skill Transfer functions. community. last checked 2026-10.
Glossary. List penetration: The default list walk: first number on every record, then the next number. List dialing modes
Sister technologies. Cisco, Avaya, or Asterisk gateway. Gateway-to-gateway over internet, VPN, or Direct Connect. Not a UCCX importer. Technical requirements PDF
Config. Take three call reasons and decide.
Troubleshooting. One module lists both skills. One skill per module.
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.