Skills

Create skills such as languages or product lines, give agents a skill level from 1 to 10, and route a queue to agents with a minimum level.

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Skills tag agents with what they can handle, such as a language (Hindi, Tamil) or a topic (Billing, Sales). Each agent can hold several skills with a level from 1 to 10. A queue that uses the skill_based strategy rings only agents who have its required skill at or above its minimum level, when one is free.

Facts#

Item Detail
Skill name 1-100 characters, unique per workspace
Description Up to 500 characters
Agent skill level 1-10 (proficiency)
Queue match required_skill_id + min_skill_level (1-10)
Plan Skill-based routing is part of Professional and Enterprise
API /v1/ccaas/skills

How skill routing works#

  1. Create the skill in Skills or with POST/v1/ccaas/skills.
  2. Give agents the skill when you create or edit them (skill_ids).
  3. Set the queue to routing_strategy: "skill_based" with required_skill_id and min_skill_level.
  4. When a call waits, the router takes the queue's available members who hold the skill at the minimum level or higher, and rings the one who has been idle longest.
  5. If no skilled agent is free, the router falls back to the longest-idle available member, so the caller is not left waiting while others sit idle.

Create a skill#

curl -X POST https://voice-api.edesy.in/v1/ccaas/skills \
  -H "Authorization: Bearer sk_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{"name": "Hindi", "description": "Fluent Hindi speakers"}'

Endpoints#

Method Path Description
POST /ccaas/skills Create a skill
GET /ccaas/skills List skills
GET /ccaas/skills/{id} Get a skill
PATCH /ccaas/skills/{id} Rename, edit or deactivate (is_active)
DELETE /ccaas/skills/{id} Delete. Fails while agents or queues use it

FAQ#

Can a queue require more than one skill?#

No. A queue has one required skill and a minimum level.

Does a higher skill level get the call first?#

Among agents who meet the minimum, the router picks the one idle longest. Level is a filter, not a ranking.

What if no agent has the skill?#

The call goes to the longest-idle available member of the queue instead.

Can I delete a skill that is in use?#

No. Remove it from agents and queues first, or deactivate it.

Are skills used outside skill-based queues?#

No. Other strategies ignore skills.

How many skills can one agent have?#

There is no fixed limit.

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