Skills and ACD
Outbound uses Skills. Inbound and autodial use Outbound Skills
How a Five9 skill group routes work, and which ACD details this check could not read.
Skills routing and ACD ยท practice ยท 12 min full read
The chapter splits the tabs. Outbound campaigns route dialer calls by the skill groups on the Skills tab of the campaign properties. Inbound and autodial campaigns route to the skill groups listed on the Outbound Skills tab of the inbound campaign properties.
- Memorize the tab names
- Check the tab before the carrier
The word outbound sits on an inbound campaign. That is the published name. Ready agents on the other tab are not the queue the page describes.
The chapter names both.
Label two campaigns
Write the tab name under inbound and under outbound.
- Inbound
- Outbound
- Autodial
Inbound and autodial match.
- Inbound tab? Outbound Skills.
- Outbound tab? Skills.
- Autodial? With inbound.
- Ready on the wrong tab? Not the assignment the page describes.
- Skill groups. vendor. last checked 2026-10.
Glossary. ACD: Wikipedia's name for a device that answers and distributes incoming calls to a group of agents. Not a Five9 field by itself. Automatic call distributor
Sister technologies. ServiceNow Plus adapter. Service Operations and Configurable workspaces. Release names in the PDF this lab read: Australia, Zurich, Yokohama. ServiceNow Plus adapter
Config. Write the tab name under inbound and under outbound.
Troubleshooting. The group was saved on Skills. Use the tab the chapter names.
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.