Skills routing

A skill group holds users who have the agent or supervisor role. Campaigns point at one or more groups. The people, not the name, determine who can receive the contact.

Outbound campaigns take skills on the Skills tab. Inbound and autodial take them on a tab named Outbound Skills. The skill topic says this in one paragraph. People miss it because

Skill Transfer may list several skills, and any agent who has one of them can take the call. The same article recommends a single skill in the module when you want reports that mea

The skill transfer article describes an option to ignore the order of skills in the module and distribute by the agent's skill level instead. Order and level are different ideas. O

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 pl

The skill topic includes service levels. A service level answers 'how fast is acceptable,' usually as a percent of contacts answered inside a number of seconds. It does not, by its

The skill topic covers routing voicemail to the group, greetings, messages, and audio files. That mailbox is not the campaign Play prompt and not an agent's personal phone mailbox