--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Import skills, queues, and wrap-up codes # Import skills, queues, and wrap-up codes {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Import skills, queues, and wrap-up codes This functionality enables ServiceNow customers to import skills, queues, and wrap-up codes from their contact center provider into their ServiceNow® instance. This integration supports contact centers using the OpenFrame and Interaction Controls Component (ICC) framework to enhance routing and management of customer interactions. Show full answer Show less ## Key Features * **Skills:** Represent agents' specific expertise areas such as language proficiency, technical support, product knowledge, and customer service abilities. Importing skills allows routing customer inquiries to the most qualified agents, improving service effectiveness. * **Queues:** Organize and manage incoming customer interactions across multiple channels (phone, email, chat, social media). Importing queues helps evenly distribute workloads and reduce customer wait times by routing inquiries based on skills and agent availability. * **Wrap-up codes:** Categorize the outcome of customer interactions to track inquiry types and resolution efficiency. Accurate wrap-up code assignment facilitates reporting, analytics, and identification of trends or areas for improvement. ## Important Considerations Importing a large number of skills, queues, or wrap-up codes may cause the import process to time out due to base system transaction quota limits (such as REST Batch API request timeouts). Administrators have the ability to customize these quota rules to accommodate larger imports as needed. Import the skills, queues, and wrap-up codes that you configured in your contact center provider to your ServiceNow® instance. Contact centers can use the OpenFrame and Interaction Controls Component (ICC) framework that is available from the ServiceNow® platform. The contact centers must enable this capability to use the ICC features. ## Routing {#import-skills-queues-and-wrap-up__section_f1w_qbh_b2c} Skills and queues are a way that admins can route incoming work items to the agent best suited to handle customer inquiries. ## Skills {#import-skills-queues-and-wrap-up__section_z1p_ttg_b2c} In a contact center, skills are the specific areas of knowledge or expertise that agents have, enabling them to handle certain types of calls or tasks. They can be associated with specific agents or groups of agents. These skills help direct customer inquiries to the agent who can best meet their needs. Common skills include the following: * Language proficiency * Technical support * Product knowledge * Customer service abilities {#import-skills-queues-and-wrap-up__ul_w4t_jlz_4dc}By setting up and importing these skills, contact centers can route customer queries to the agents most capable of solving them. To import skills from your contact center to your ServiceNow® instance, refer to [Import skills](https://www.servicenow.com/docs/DH7qYnRFNYDG5o3GGdbU4w "Import skills to assign the right agent to the customer interaction so that customer inquiries can be handled efficiently."). ## Queues {#import-skills-queues-and-wrap-up__section_hjv_vtg_b2c} Queues are systems used to manage and organize incoming customer inquiries. They help calls, emails, or messages get routed to the appropriate agents based on the defined skills and availability. Queues help in distributing the workload evenly among agents and minimize wait times for customers. They can be set up to handle various service channels, such as phone, email, chat, and social media, so that customer interactions are managed efficiently. To import queues from your contact center to your ServiceNow® instance, refer to [Import queues](https://www.servicenow.com/docs/3b5_LrvXfQw~0_MsOqFS6w "Import queues from your contact center provider to ensure that customer interactions are routed to the appropriate agents based on their skills and availability."). ## Wrap-up codes {#import-skills-queues-and-wrap-up__section_qgq_wtg_b2c} Wrap-up codes are labels or categories that agents use to classify the outcome of a customer interaction after it has concluded. These codes help in tracking the nature of interactions and identifying trends or common issues. Wrap-up codes provide insights into the types of customer inquiries received, the efficiency of issue resolutions, and areas that need improvement. This information provides insights that help with reporting and analytics. For example, wrap-up codes can indicate whether a call was for technical support, billing inquiries, or a product return. Accurately assigning wrap-up codes helps data get correctly captured for future reference and analysis. To import wrap-up codes from your contact center to your ServiceNow® instance, refer to [Import wrap-up codes](https://www.servicenow.com/docs/TsN7KFnv6ArTKyTA~au65A "Import wrap-up codes from your contact center provider to ensure that each customer interaction is classified appropriately. For example, you can specify whether a call was for technical support, billing, or a product return."). Warning: Importing many queues, skills, or wrap-up codes can cause the import transaction to time out. The following base system transaction quota rules limit how long the transaction can run: * REST Batch API request timeout * REST Batch API request timeout multipart * REST and JSON Catch All {#import-skills-queues-and-wrap-up__ul_yrj_gtk_clc} Administrators can customize these rules as required.