Skills
Default is a queue, not a compliment
Queues, the awkward tab name, pools, levels, Default, and the scoreboard.
Skills routing ยท practice ยท 12 min full read
If Skill Transfer has no skill selected, the article says calls go to users who are not assigned skills. That queue is labeled Default in the softphone. It is a catch-all, not a place you want billing calls.
- Treat Default as a catch-all
- Name a skill on every transfer
Supervisors and agents with empty skill lists become the Default pool. An empty list is easy to create when a user profile is cloned and skills are forgotten.
No selection does not mean no route.
Find Default
List who on your paper floor has no skill.
- Clone a user on paper
- Leave skills empty
- Say which module would reach them
You would rather see a named skill.
- No selection? Default queue.
- Label? Default.
- User with no skills? Catch-all eligible.
- Safe pattern? Name the skill.
- Skill Transfer functions. community. last checked 2026-10.
- Skill groups. vendor. last checked 2026-10.
Glossary. Preview: The agent sees CRM history before the dial. Dialer product page
Sister technologies. GenAI Studio. Prompts and knowledge. Agent Assist summaries are the initial consumer the page names. GenAI Studio
Config. List who on your paper floor has no skill.
Troubleshooting. Their Skill Transfer for VIP has no skill selected, and the new hires have no skills yet. Name VIP and staff it.
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.