Queues and Skills

[Joe Price]

What is the difference between queues and skills?  Could someone give me a better understanding of how skills work?

Thanks!

[david.macias · Accepted solution]

Yes, there's a difference.  Queus are just a generic term in ICM.  As for skill groups, they are a logical grouping of agents.  It can be anything, English skill group, Level 3 Tech Support skill group.  Agents Named David skill group.  Once you send calls to that skill groups and there are more calls than agents, then you have a queue of calls waiting to be answered by your skill group members.

david

[Walter Solano]

Also you can make your queues route the calls using skill base routing and that were skills become inportant. You can find more information about skill base routing in the following link (p):

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/configuration/guide/uccx70ag.pdf

HTH

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Walter Solano