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Skill certifications for regulated queues

Regulated queues — healthcare (HIPAA), securities (FINRA Series 6/7/63), insurance producer, licensed counsel — should not take calls from every agent who has the skill tag. The Voice → Skill certifications page (/voice/skill-certifications) gives supervisors the issue, renew, and revoke controls for the expiry-dated per-skill certification that gates those queues. The certification layer sits on top of skills-based routing:
  1. The agent’s skills list decides what they can do at all. A certification never grants a skill — it only layers an expiry window on top of one the agent already holds.
  2. The certification’s expiry window decides whether the agent is still eligible for queues that require that skill.
  3. At each dispatch tick the matcher excludes any agent whose certification for the required skill has lapsed. The agent remains eligible for queues that do not require it.
A certification with no expiry date (certifiedUntil: null) never lapses. An expired one takes effect at the next dispatch tick — exclusion is automatic, there is no enroll/withdraw step.

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Run the expiry sweep

The sweep answers: which certifications lapse in the next N days? Run it before every renewal batch — the page lists windows ordered by soonest expiry first.
  1. Open Voice → Skill certifications.
  2. Pick the status filter: Active, Expired, or All states (default).
  3. Enter a horizon in the expiring within N days field — for example, 30 for a monthly renewal cycle.
  4. Widen the time window for expired rows by raising the expired lookback control above its default 30 days.
The certifications table filtered to status Active with a 30-day expiry horizon, ordered by soonest certifiedUntil
The table rows agent, skill, optional proficiency level (1–5), and the certification window with a computed Expired flag. Search narrows the list by agent name. Over the API the same sweep is one GET:
The sweep paginates with a keyset cursor — follow meta.pagination.cursor until has_more is false. Page size defaults to 200 and clamps at 500.

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Issue a new certification

  1. On the certifications page, click Issue certification.
  2. Select the agent, the registered skill slug, an optional proficiency level (1–5), and the expiry date.
  3. Submit. The new window activates immediately — the agent is eligible again at the next dispatch tick.
The Issue certification dialog with agent select, skill slug, optional level, and expiry date fields
The API call is an idempotent upsert on the (agent, skill) pair — an agent with one skill has at most one window, and re-issuing renews it:
The skill must be a registered routing skill in the tenant’s active catalog. An unregistered slug returns 422 UNKNOWN_SKILL rather than persisting a dead row that never affects dispatch. certifiedUntil: null — or omitting the field — means the certification never expires.

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Renew or revoke

Each row carries Renew and Revoke actions.
  • Renew extends or amends the window. Patch any of level, certifiedUntil, certifiedFrom. Omitted fields keep their current values; explicit null clears a field (for example, set certifiedUntil: null to move an agent to never-expires).
  • Revoke takes the agent off queues requiring the skill at the next dispatch tick by lapsing the window immediately. The certification row stays on file — deleting a row would read as no recertification requirement, effective forever, which is the opposite of a revocation.
A PATCH with no fields returns 422; at least one of level, certifiedUntil, certifiedFrom is required. certifiedFrom after certifiedUntil is rejected to guard against inverted windows.

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How agents re-enter routing

Re-entry is not a separate enrollment step — it follows the next renewal:
  1. A certification expires. At the next dispatch tick the matcher skips the agent for any queue requiring that skill; unrestricted queues keep routing to them.
  2. A Renew on the row (or a fresh Issue upsert on the same agent+skill) restores eligibility. The next dispatch tick after the renewal picks it up — the change is near-immediate, not a stale-cache event.
  3. Until then, a caller queued on the regulated queue may wait or fall through to your fallback handling — no error is raised, and no alert fires, which is exactly why the expiry sweep matters: treat renewals as a batch run timed to your recertification cycle (for example, 30 days before expiry), not something you do reactively after exclusion.

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Audit trail and compliance

Every issue, renew, and revoke writes to the audit ledger — the full who, when, agent, skill record, and for renewals the before/after values of level and certifiedUntil. This is what makes regulated-queue membership provable to an auditor, and it complements the audit actions that live-monitoring records on the calls themselves. Keep the expiry-sweep and revoke controls restricted to supervisor and admin roles, as the page does. This is a tenant-owned control of the kind described by the SOC 2 controls posture — responsibility for who touches a credential rests with the tenant, and the ledger makes that accountability reviewable. Related guides: