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If a queue you supervise uses skills-based routing, calls only reach agents who hold every skill the queue requires — everyone else on the roster is skipped, even if they’re available.

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How it works

Skills are free-text tags: an agent has some, a skills-based queue requires some, and a match means all of the queue’s required tags are present on the agent. See Queues for how this compares to round robin and least busy.
Editing tags — an agent’s skills, or a queue’s required skills — is an admin capability. There’s no supervisor-facing skills screen; if a mismatch needs fixing, an admin makes the change. See Add queue members and skills.

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When to use it

Reach for this explanation when a call isn’t reaching an agent you’d expect: check whether the queue is actually Skills-based (round robin and least busy ignore skills entirely) and whether the agent holds every required tag, not just some of them.

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What it affects

Nothing about pacing or priority — skills only decide who’s eligible, not who’s picked first among eligible agents. A skills-based queue with only one qualified agent behaves like a queue of one, regardless of how many other people are enrolled.

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Next steps

Queues

Add queue members and skills