Answer

Mixing humans and AI voice agents in the same skill group / group is fully supported - this is the normal setup.

How the group's AI-qualified leads (right country, not assigned, not no-ratio) are shared is controlled by a group setting: AI Leads Distribution Type, under Group settings → Predictive Ratio Settings.

• Separate (the default): while at least one AI agent is clocked in for the group, all AI-qualified leads go exclusively to the AI pool; human agents in that group receive only the leads that don't qualify for AI (other countries, assigned leads, no-ratio leads, and so on). The moment no AI agent covers the group, every AI-qualified lead returns to the human pool - leads are never stranded.
• Shared: AI-qualified leads are split proportionally between the AI and human sides based on how many AI Agents and human agents are currently staffed. Both sides work the same lead set.

The split is rebalanced live: clocking bots or humans in and out, loading new leads, or changing the setting itself takes effect within seconds.

flowchart TD
  E[AI-qualified leads in the group] --> M{AI Leads Distribution Type}
  M -- Separate --> S1{Any AI Agent clocked in?}
  S1 -- Yes --> S2[All qualified leads to the AI pool]
  S1 -- No --> S3[All qualified leads back to humans]
  M -- Shared --> P[Split in proportion to staffed AI vs human agents]