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

Manage Skills is accessible to accounts with 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 Aliases	One or more additional DID numbers or extensions that agents can dial to reach this skill. When an agent dials a number in this list, the call routes into the skill's queue instead of placing an outbound call.
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 has elapsed.
Queue Overflow	The destination for calls when all agents are busy or no agents are logged into the skill group.
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 no limit is defined.
Clear Queue at End of Day	Transfers any remaining queued calls to a defined destination at a specified time, typically used at the end of business hours.
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.
Skill Voicemail	Lets a voicemail box live natively within the skill, without a separate UC extension, with a configurable greeting and one or more destination email addresses; available as a destination for Queue Overflow and Queue Timeout. Disabled by default. Requires Call Hub.

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Skill Voicemail Must Be Saved Before It's Selectable
After enabling Skill Voicemail, choosing a greeting, and adding one or more destination email addresses (Tab or Enter to add multiple), the skill must be saved and reopened before the voicemail box appears as a selectable destination for Queue Overflow and Queue Timeout. Notification emails sent to the configured address(es) include both a transcription and the recorded .wav file.

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	Determines how the system assigns an agent when a scheduled callback reaches the front of the queue. Options are Disabled, Wait in Queue, and Reserve Agent.
Callback Snooze	The additional wait time added before a second callback attempt if the caller selects the snooze option when receiving their callback.
Outbound Dial Code	The prefix used to place outbound callback calls (e.g., `9` for external dialing).
Callback Caller ID	Assigns an Outbound ID Label to present as the caller ID on this skill's callback calls. Only visible once a labeled Outbound SIP Extension has been configured.
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	The maximum number of callbacks that can be scheduled and waiting at one time. Once the limit is reached, no additional callbacks can be scheduled until existing ones are resolved.
Clear Pending Callbacks	Cancels all remaining scheduled callbacks at a defined time, typically used at the end of business hours to prevent overnight callback attempts.
Max Callback Attempts	The number of unanswered outbound callback attempts the system will make before cancelling the callback entirely.
Attempt to Guess Number	When enabled, the system reads back the caller's recognized caller ID and asks for confirmation. When disabled, the caller is required to manually enter the number to be called back.
Include Estimated Wait Time	When enabled, an estimated callback time is announced to the caller when the callback is scheduled.

Messaging

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Licensing Requirement
Messaging settings require 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 all agents are unavailable: options are to 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 logged into the skill: options are to hide the chat box or offer email.
Canned Messages	Predefined responses agents can use to quickly address common questions or frequently repeated information.
Custom Chat Text	Customizes the display labels and text within the chat widget interface shown to visitors.
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.