# Default is a queue, not a compliment

- 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.
- 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.
- Treat Default as a catch-all
- Name a skill on every transfer

## Sources and go deeper

- [Skill Transfer functions](https://community.five9.com/s/article/Administrator-IVR-Skill-Transfer-Module-Functions-and-Features). community. last checked 2026-10.
- [Skill groups](https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm). vendor. last checked 2026-10.