Omnichannel Routing (ACD) skill - CXone Help Center

Publisher

NICE

URL

https://help.nicecxone.com/content/acd/channels/additionalchannelfeatures/skills/skills.htm

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

NICE proprietary help content; no-redistribution; short excerpts and locators only

Source notes citing this source

• Agent proficiency in a CXone ACD skill runs from 1 (highest) to 20 (lowest). in context
• Every CXone ACD skill must be assigned to a campaign, which groups skills for reporting. in context
• A CXone tenant can have up to 10,000 active ACD skills; inactive skills do not count toward the limit. in context
• Each agent assigned to a skill has a proficiency from 1 (highest) to 20 (lowest), and a contact entering the queue is offered to the first available agent with the highest proficiency for that skill. in context
• ACD skills are how CXone routes contacts to agents: skills are assigned to agents to define the types of interactions each agent can handle, such as types of support question or spoken languages. in context
• Every ACD skill must be assigned to a campaign; campaigns exist to organise skills and simplify reporting. in context
• A tenant can have up to 10,000 active skills, and inactive skills do not count toward that limit. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Omnichannel Routing (ACD) skill - CXone Help Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/nice-help-acd-skills

BibTeX

@misc{warmtransfer-nice-help-acd-skills,
  title  = {Omnichannel Routing (ACD) skill - CXone Help Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/nice-help-acd-skills},
  note   = {NICE, accessed 2026-09-24}
}