Related between Interaction Queue and Skills

Genesys Cloud Routing
1

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

2

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.