Before you start
- You need an existing queue.
- For skills-based routing, decide your skill tags before you start — they’re free text, so
consistent spelling matters (
spanish, not sometimesSpanishand sometimesspa).
Add or remove members
1
Open the queue
In the left navigation, select Queues, then select the queue.
2
Add a member
Select an agent from the member picker to add them.
3
Remove a member
Select Remove next to a member to take them off the queue.
Set required skills on a skills-based queue
1
Open the queue
In the left navigation, select Queues, then select the queue.
2
Enter required skills
In Required skills, enter comma-separated tags — for example
spanish, billing. An
agent needs every tag listed to receive this queue’s calls under the
Skills-based strategy.3
Save
Select Save.
Tag an agent with skills
1
Open the agent
In the left navigation, select Agents, then select the person.
2
Enter their skills
In Routing Skills, enter comma-separated tags matching the ones your queues require.
3
Save
Select Save.
Verify
An agent tagged with all of a skills-based queue’s required skills receives its calls; one
missing even one tag doesn’t.
Each member also has a priority Get2Dial uses to decide who’s offered a call first, but
there’s no way to set it from the product today — every member gets the same default. If
ordering within a queue matters to you, skills-based routing (or a second queue) is the
available lever.
Common problems
- A tagged agent still isn’t getting calls. Confirm the queue’s strategy is actually set to Skills-based — required skills are ignored under Round robin and Least busy.
- Skill tags don’t seem to match. Tags are compared as entered; check for typos or inconsistent capitalization between the agent and the queue.