Skill is a set of call service parameters that you can apply to a VDN or a group of agents for managing calls of similar service categories. For example, you can create a skill for managing calls for the billing service category.

After deploying your contact center, you need to add skills. You can add up to 15,000 skills. You can also import and export skills. When adding or editing skills, you can configure warning thresholds for skills, select an audio file for skill announcements, or manage call redirection when an agent cannot answer the call.

You can assign the created skills to the agents and VDNs. Each agent can have a maximum of 120 skills assigned. The contact center routes incoming calls to the corresponding VDNs and agents.

You can also specify an agent selection method for the ACD calls. The contact center routes a call to an agent based on the agent's skill level, the duration the agent is idle, or the percentage of time the agent spends on the ACD calls since the last login. If you enable AI Pairing, the contact center routes the incoming calls to the agents based on the collected data from the previous calls.