---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil 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: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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/8QfZISYCz7GGeiFMLcAngw "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/R9JT44VbuJO8y~racw41MA "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/hzCvS7lYH27Z6F3KV0ddoA "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.