> ## Documentation Index
> Fetch the complete documentation index at: https://docs.get2dial.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Skills-based routing for supervisors

> What skills-based routing means for who receives a queue's calls, and where it's actually configured.

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.

## 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](/inbound/queues/overview) for how this compares to round robin and least busy.

<Note>
  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](/inbound/queue-membership-and-skills).
</Note>

## 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.

## 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.

## Next steps

<CardGroup cols={2}>
  <Card title="Queues" href="/inbound/queues/overview" />

  <Card title="Add queue members and skills" href="/inbound/queue-membership-and-skills" />
</CardGroup>