> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/queues/skills-and-routing-criteria.md). # Configure skills and routing criteria Define skills, hunting methods, and routing criteria so calls can be routed to the right queue or agent. Skills are the main routing objects used to match callers with the right queue and the right agents. Configure them together with hunting behavior so routing stays predictable under load. ## Prerequisites Before you configure skills, make sure: * the contact center already exists * the agent records are available or planned * you know which queues or escape paths the contact center needs ## How skill-based routing works Skill-based routing follows this sequence: 1. Find the agents who have the required skill. 2. Apply presence eligibility rules. 3. Apply presence priority. 4. Prefer the highest skill score when the hunting method supports score-based routing. 5. Use the configured hunting method to choose between the remaining eligible agents. {% hint style="info" %} The settings `LowestHuntPresence` and `HuntingPresenceOrder` are routing controls, not just reporting fields. They directly affect who can receive a dialogue. {% endhint %} ## Hunting methods {% hint style="warning" %} `RoundRobin` and `Parallel` are not currently available for the Unify connect model. Their descriptions below apply to supported Connect configurations. The additional client restrictions for `Parallel` still apply. {% endhint %} | Hunting method | Behavior | | ------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `LongestIdle` | Selects the eligible agent who ended a Unified Contact Center (UCC) call the longest time ago | | `LongestAvailable` | Selects the agent who has been available the longest in the preferred presence tier | | `RoundRobin` | Cycles through agents by order number and ignores skill scores for final ordering | | `Serial` | Always starts at the lowest order number and ignores skill scores for final ordering | | `LeastCalls` | Prefers the agent with the fewest handled dialogues that day | | `LeastOccupied` | Prefers the agent with the lowest total handle time that day | | `Parallel` | Rings multiple agents at the same time, up to the configured reservation limit, only for supported Connect direct-to-Teams-client audio-call scenarios. Not supported in WebAgent or Attendant Console for Dialogue Cloud. | {% hint style="warning" %} Parallel hunting is not supported in WebAgent with either the Connect or Unify connect model. It is also unavailable for Attendant Console for Dialogue Cloud call handling. If a design requires `Parallel`, confirm the supported Connect direct-to-Teams-client endpoint design and system endpoint capacity with support before enabling it. {% endhint %} ## Skill types to configure ### Standard skill Use a standard skill when a caller should wait for agents who have that named skill. ### Availability skill Use an availability skill when the platform should escape immediately if no agent meets the configured minimum presence threshold. ### Countdown skill Use a countdown skill when the allowed score threshold should drop over time so lower-scored agents can become eligible if the wait becomes too long. ### Countdown availability skill Use this when both conditions apply: the platform should check availability first and then gradually lower the eligible score threshold while the caller waits. ### Escape max queue size skill Use this when the call should escape immediately after the queue reaches a maximum size. ### Forward skill Use a forward skill when the call should be transferred directly to a number or SIP address instead of waiting for a queue. {% hint style="warning" %} `Chat Skill` and `Chat Forward Skill` are not available in Dialogue Cloud. {% endhint %} ## Common fields across skill records | Field | Use | | ----------------------- | --------------------------------------------------------------------------------------------------------------------------------- | | `Title` | Stores the skill name | | `ShowOnWallboard` | Shows the skill in supported wallboard views, the real-time operational display surfaces used by supervisors and operations teams | | `Availability` | Sets the minimum presence threshold for availability-based skills | | `StartCountdownSeconds` | Sets when countdown logic should begin | | `EndCountdownSeconds` | Sets how long the score threshold takes to fall to zero | | `EscapeSkill` | Sets the queue skill used when the current skill should escape | | `Max Queue Count` | Defines the threshold for escape-max-queue-size behavior | ## Related contact-center settings Review these settings together with the skills list: | Setting | Why it matters | | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------- | | `HuntingMethod` | Selects the hunting method, such as score-aware, order-based, least-occupied, or supported Connect direct-to-Teams-client parallel hunting. | | `HuntingPresenceOrder` | Defines which eligible presence states are preferred first. | | `LowestHuntPresence` | Defines the lowest presence state that is still eligible to receive a hunt. | | `IgnoreSkillValues` | Skips score-based ordering when the final hunting method should decide between eligible agents. | | `MaxReservations` | Sets how many agents can be reserved at the same time; validate this for supported Connect direct-to-Teams-client parallel hunting. | Configure these values in the contact-center settings source approved for the environment. For SharePoint-backed configuration this is the UCC configuration settings list; for cloud-managed environments, use the delivery or support-owned configuration path. ## Hunting, capacity, and eligibility Skills decide which agents can be considered for a dialogue, but final eligibility also depends on contact-center hunting and capacity settings. Review the family together when a design changes how many dialogues an agent can handle, how agents are selected, or when a hunted call must be explicitly accepted. | Area | Where to continue | | ------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Hunting method, presence order, lowest eligible presence, and maximum reservations | [Service and Contact Center Settings](/contact-center-configuration/service-and-contact-center-settings.md) | | Reservation Point System, Agent accept with DTMF, Hunt BlockList, scheduling, overflow, and SLA scheduling behavior | [Service and Contact Center Settings](/contact-center-configuration/service-and-contact-center-settings.md) | | Callback and campaign scenarios that affect when agents are hunted and when customers are called | [Callback journeys](/contact-center-configuration/building-your-callflow/callback-journeys.md) and [Campaign Dialer](/contact-center-configuration/manage-outbound-dialing/campaign-dialer.md) | ## Verification After configuring skills: 1. Confirm each skill has the intended agents and scores. 2. Test one score-aware route. 3. Test one route that uses an order-based hunting method. 4. For a supported Connect direct-to-Teams-client `Parallel` hunt, confirm the reservation limit matches the intended design. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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