Skill Groups

Skill Groups are the core routing dimension in the call center, grouping agents and queues by capability.

1. Skill Group Concepts

Skill Group "sales"
  ├── Agent agent-001 (skills: sales, chinese, level: 8)
  ├── Agent agent-002 (skills: sales, english, level: 6)
  └── Agent agent-003 (skills: sales, japanese, level: 7)

Queue "sales-queue"
  └── Match skill group: sales
       └── ACD selects best agent via skill_based strategy

2. Creating a Skill Group

Call Center → Skill Groups → New:

2.1 TOML Configuration

# config/cc/skill_groups.toml
[[skill_group]]
id = "sales"
name = "Sales Team"
skills = ["sales", "chinese"]
description = "Domestic sales team"

[[skill_group]]
id = "support"
name = "Support Team"
skills = ["support", "chinese", "technical"]
description = "Technical support team"

[[skill_group]]
id = "vip"
name = "VIP Team"
skills = ["sales", "chinese", "english", "vip"]
description = "VIP customer service"

3. Agent Skills

Each agent can belong to multiple skill groups with independent skill levels:

{
  "agent_id": "agent-001",
  "skill_groups": ["sales", "vip"],
  "skills": {
    "sales": 8,
    "chinese": 10,
    "english": 5,
    "vip": 7
  }
}

Skill levels (1-10) affect the scoring in the skill_based strategy.

4. Skill Group Routing Rules

4.1 Basic Routing

Specify the matching skill group in queue configuration:

[[queue]]
name = "sales-queue"

[queue.agent_match]
skill_group = "sales"

4.2 Multiple Skill Groups

ACD supports referencing other skill groups in the overflow chain:

[acd.policies.support.overflow]
chain = [
  { skill_group = { id = "senior" } },
  { skill_group = { id = "backup" } },
  "voicemail"
]

4.3 Exact Match vs Partial Match

5. Management Operations

6. Skill Group & Queue Interaction

Inbound call → Route rule match → Enter queue
                               │
                     Queue config skill_group = "sales"
                               │
                     ACD looks up agents in sales group
                               │
                     Sort and select by strategy_type
                               │
                     Filter agents with capacity
                               │
                     Assign to best agent