A group of call center agents that share a common set of skills, such as being able to handle product inquiries, or that can be reached via a common (set of) called number(s). The terminology may differ slightly based on the ACD manufacturer and the application. This term may also be referred to as a DN, Gate, Split, Skills Group, or just Group. It is sometimes called a 'queue', referring to the ACD queue of incoming calls waiting to be served by a particular agent group.