Related between Interaction Queue and Skills

[ducth]

Dear everyone,

I'm wondering about related between Interaction Queue and Skills. and where can I see it.
- In call flow of email: I can see routing with interaction queue.
- But agent, I only see skill mapped.

Thanks,
Duc Tran

[Kubig]

In short:

- Interaction Queue is an object (script) which is required (and necessary) for routing non-voice interactions (something like routing point for voice)
- Skill is agent-related object which can be used for routing (skill-based) or for group membership control.

Try to check documentation about these terms to learn the details.