Skills and ACD
One person, several skills. One campaign, several groups
How a Five9 skill group routes work, and which ACD details this check could not read.
Skills routing and ACD ยท foundation ยท 12 min full read
The same chapter says users can be assigned to multiple skill groups, and campaigns can have multiple skill groups. Membership is not a single label for life.
- Allow multiple memberships
- Label the tie-break as unread
A campaign with several groups is a pool you chose. A user in several groups can be offered work from more than one queue. This page does not say which queue wins when both are ringing. That tie-break did not come back in this check.
Both directions are written.
Draw the pool
Name two groups and one person who is in both.
- Billing
- Sales
- The shared person
- The unread tie-break
The drawing matches the chapter, and the gap is labeled.
- Several skills per user? Yes.
- Several groups per campaign? Yes.
- Tie-break quoted? No.
- Pool allowed? Yes.
- Skill groups. vendor. last checked 2026-10.
- confirm. Which skill wins when one agent is eligible for two ringing queues was not on the skill groups chapter this lab read. last checked 2026-10.
Glossary. RFC 4733: Telephone events, the usual way DTMF rides in the media. RFC 4733
Sister technologies. Salesforce IVR module. A script module, including SFDC Einstein. Different from the desktop adapter. IVR modules
Config. Name two groups and one person who is in both.
Troubleshooting. The chapter says otherwise. Fix the runbook.
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.