Normally When using Skills based Routing (a Queues Membership is defined by Skills) normally an Agent is associated with Queues through matching Skills, . if an agent has a Skill and a Queue has the same Skill requirement then the agent will be associated with that Queue.
When Teams are used, the Agent's Queues are further reduced to the Queues associated with the Team.
Reservations provide a method to further control the Skills an Agent uses when logged in.
Roster
When an Agent is Rostered to a Team, as well as the Team's Queue filters being applied, the Agents Skills are also filtered by the Team's Skill filters.
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| Agent's Queues | Agent's Skills | Team's Skills | Reservations Skills | Team's Queues | Queue | Queue's Threshold | Threshold Skills | Resulting Queue Association |
| Q1 | Q1-Skill | Queue 1 | A | Q1-Skill | ||||
| Q2 | Q2-SKill | Q2-SKill | Q2 | Queue 2 | B | Q2-Skill | ||
| Q2 | Q2-Immediate | Q2-Immediate | Queue 2 | B Immediate | Q2-Immediate | Queue 2 / Threshold B Immediate | ||
| Q3 | Q3-Skill | Queue 3 | C | Q3-Skill | ||||
| Q4 | Q4 | Queue 4 | D | Q4-Skill |
...