# The mind map only holds boxes you can cite

- A mind map of this floor can hold a domain, skill groups, the agent desktop, WFM, quality, and the API list, because each of those has a page this lab read. The lines between them are teaching lines. A line is not a protocol.
- The map fails when a box is a rumor. An unread admin dialog, an unreadable analytics PDF, and a marketplace this lab did not recount do not become boxes. They become a gap at the edge.
- Draw only cited boxes
- Put unread pages on the edge as gaps

## Sources and go deeper

- [Skill groups](https://documentation.five9.com/bundle/basic-admin/page/basic-admin/skill-groups/_ch-skill-groups.htm). vendor. last checked 2026-10.
- [Agent Desktop](https://www.five9.com/platform/self-service-and-engagement/agent-desktop). vendor. last checked 2026-10.
- [Workforce management](https://www.five9.com/platform/insights-and-analytics/workforce-management). vendor. last checked 2026-10.
- [APIs and SDKs](https://www.five9.com/platform/integrations-and-ecosystem/apis-and-sdks). vendor. last checked 2026-10.