A skill group (also referred to as a skill or queue) is the core routing destination in CCaaS. Calls, chats, and other interactions are directed to a skill group, where they wait in queue until an available agent is matched and the interaction is delivered.

Each skill group must be created and configured before interactions can be routed to it. Configuration determines the caller experience in queue, how agents are selected, what happens when the queue is full or agents are unavailable, and whether channels such as web chat or queue callback are enabled.

Accessing Manage Skills

Log into Xima CCaaS with an account that has Supervisor or Admin permissions
Navigate to Contact Center > Manage Skills
All configured skill groups are listed in the management panel

Creating a New Skill Group

Click the + icon near the top of the panel
Enter a Skill Name — this is the name that appears in reports, wallboards, and routing configurations*
Configure additional settings as needed
Click Save to create the skill group

*The only required field to create a skill is the Skill Name; all other settings can be configured after initial creation.

This video utilizes the Desktop Client to add a new skill group.

Skill Settings

General

The General settings define the foundational properties of the skill group. These include the display name, direct-dial extension, and priority level used when an agent is eligible for multiple skills simultaneously.

Field	Description
Skill Name	The display name for the skill group, used across reports and wallboards.
Extension	The direct-dial extension assigned to the skill group. Callers or IVR flows can reach the skill by dialing this extension directly.
Skill Priority	A rank-based system from 0 (lowest) to 10 (highest) used to prioritize the skill relative to others when an agent is eligible for multiple skills.

Voice Settings

Voice Settings control how inbound call interactions are handled within the skill group. These settings govern agent selection, caller experience in queue, overflow behavior, and time-based restrictions on queue activity.

Field	Description
Routing Algorithm	Determines how incoming interactions are distributed among available agents.
Availability Tiers	Defines time-based thresholds that progressively expand the eligible agent pool as wait time increases, without overflowing to a separate skill group.
Language Pack	The language used for system-generated queue announcements; custom audio can be imported as an alternative.
Queue Announcements	Configures the announcements callers hear while waiting, including timing, repeat intervals, and repeat limits.
Queue Music	The on-hold audio played to callers in queue.
Queue Timeout	Transfers a queued call to another destination after a defined wait time.
Queue Overflow	Destination for calls when all agents are busy or no agents are logged in.
Digit Actions	DTMF tones available to callers in queue — used to schedule a queue callback or opt-out to another destination.
Max Calls Allowed in Queue	Caps the number of calls that can wait in queue simultaneously. Calls beyond this limit are sent to the overflow destination. A value of `0` means unlimited calls are allowed in the queue.
Clear Queue at End of Day	Transfers any remaining queued calls to a defined destination at a specified time.
WebRTC Auto Answer	When enabled, incoming interactions are automatically answered for WebRTC agents without requiring manual acceptance in CC-Agent Client.
Agent Ring Time	The duration an interaction rings at an agent's extension before moving to the next available agent. If the agent does not answer within this window, the interaction is re-queued.
Transcript Language	The language used for real-time transcription of voice interactions within this skill group. *Requires transcription licensing*.

Queue Callback

Queue Callback allows callers to schedule a callback rather than wait on hold. When configured, a placeholder is created in the queue to hold the caller's position. When the placeholder reaches the front, the system dials the caller back and connects them to an agent based on the configured strategy.

Field	Description
Callback Strategy	Allows callers to request a callback rather than wait on hold.
Callback Snooze	Duration added before a second callback attempt if the customer chooses to snooze.
Outbound Dial Code	The prefix used to place outbound callback calls (e.g., `9` for external dialing).
Callback Offer Window	The time window during which queue callback announcements are active. Outside this window, callers will not hear or be offered the callback option.
Callback Attempt Window	The time window during which the system will attempt to connect a callback call. If the caller does not accept within this window, the attempt is treated as unanswered.
Max Pending Callbacks	Number of unanswered callback attempts before the callback is cancelled.
Clear Pending Callbacks	Cancels all remaining scheduled callbacks at a defined time.
Max Callback Attempts	Number of unanswered callback attempts before the callback is cancelled.
Attempt to Guess Number	When enabled, reads back the caller's recognized caller ID for confirmation. When disabled, the caller must enter a callback number manually.
Include Estimated Wait Time	Announces an estimated callback time to the caller when scheduling a callback.

Messaging

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Licensing Requirement
This settings requires Web Chat licensing.

Messaging settings configure how web chat and SMS/MMS interactions are handled within the skill group. These settings control the chat widget's appearance and availability state, how agents and customers are managed during inactive periods, and predefined response options available to agents.

Field	Description
Invite Header Text	The header text displayed in the chat widget on the configured web page.
When All Agents Busy	Controls chat widget behavior when agents are unavailable: hide the chat box, offer email, or place the visitor in a chat queue.
When No Agents Logged In	Controls chat widget behavior when no agents are active in the skill: hide the chat box or offer email.
Canned Messages	Predefined responses agents can use to quickly address common questions.
Custom Chat Text	Customizes the labels and text within the chat widget interface.
Agent Response Timeout	The maximum time an agent has to respond to a messaging interaction before the interaction is flagged, reassigned, or escalated based on system configuration.
External Party Timeout	The maximum time the system waits for a response from the customer before the messaging interaction is considered inactive and closed or escalated.
Auto Answer	When enabled, incoming messaging interactions are automatically accepted by the agent without requiring manual acknowledgment in CC-Agent Client.