Creating and managing inbound queue group skills

Publisher

RingCentral

URL

https://support.ringcentral.com/article-v2/Managing-inbound-queue-group-skills-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

RingCentral proprietary; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• A group skill is given to an agent under Users > Agents > the agent > Skill Profiles by clicking Add Profile, naming it, and selecting the queue group under Voice Group Skills; the agent must already be assigned to the corresponding inbound queue for the skill to appear. in context
• A group skill is created by hovering over the inbound queue group under Routing > Voice queues & skills, clicking the Edit Group pencil icon, opening the Group Skills tab, clicking New skill, entering a name and description, setting the Status toggle, clicking Continue and then Save. in context
• The Group Skills page lists each skill's name, description, creation date and active status; clicking a skill opens it for editing or for removal with Delete. in context
• For skill-based routing, a group skill must be added to a queue event of type Route to Agent on a queue in the same queue group: edit the queue event and, under Skilled Agent Routing, drag the skill from Available Skills into Skills In Use, then click Ok and Save. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Creating and managing inbound queue group skills. WarmTransfer. https://warmtransfer.net/knowledge/sources/ringcentral-support-ringcx-group-skills

BibTeX

@misc{warmtransfer-ringcentral-support-ringcx-group-skills,
  title  = {Creating and managing inbound queue group skills},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ringcentral-support-ringcx-group-skills},
  note   = {RingCentral, accessed 2026-09-30}
}