Importing skills, queues, and wrap-up codes

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Import the skills, queues, and wrap-up codes that you have configured in your contact center provider to your ServiceNow® instance.

    Routing

    Skills and queues are a way that admins can route incoming work items to the agent best suited to handle customer inquiries.

    Skills

    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
    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.

    Queues

    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.

    Wrap-up codes

    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.