Learn / Guides·Feature·4 min read
Queues and skills-based routing
Frontline, intake, sales, and claims groups with simultaneous ring or round robin. Skills-first ACD rings the advisor who can take the call.
A queue is a call group: members, a ring strategy, an SLA target, and a no-answer path.
Admins and supervisors open Queues. Each card sets Simultaneous ring or Round robin, SLA answer target, No-answer timeout, and Not answered — call-group voicemail, agent voicemail, external forward, or overflow to another queue.
Skills-first ACD rings the advisor who has the skill the queue requires. A seat can be in the group and still not ring if they lack that skill.
The Floor shows live ASA, abandon %, and SLA %. Agents do not edit Queues — they answer from the dock.
Related: Auto-attendant and IVR, Schedules and live adherence, Features.