User skills overview

AI-generated summary

Genesys Cloud enables users to be assigned ACD and language skills with proficiency ratings to optimize agent-to-interaction matching. Skills can be added, assigned ratings, and removed from user profiles at any time, with changes taking effect immediately regardless of agent queue status. The system prioritizes agents who speak a customer's requested language over agents with higher ACD skill ratings but lacking language capability. Skill assignments are division-aware, allowing management of skills associated with divisions by users with appropriate access permissions. The Routing > Skill > Assign permission, included in the Master Admin role, is required to add or manage skills. Agents without the requested language do not receive interactions in that language, regardless of ACD skill level. Skills can be assigned on a per-user basis through multiple assignment methods, and the system automatically updates agent profiles upon skill addition or removal. Language skills are managed separately from ACD skills to ensure language requirements take precedence in routing decisions.

PrerequisitesClick to expand

When you add ACD or language to an agent, Genesys Cloud uses the assignments to match the most appropriate agent to an interaction. Along with the skill, skill ratings note the concept of proficiency, or the level of capability or knowledge with the skill. Assign languages and ACD skills on a per-user basis. Skills are division-aware, which means that you can manage a skill associated to a division for which you have access.

Languages are separate from ACD skills. For example, when an agent speaks the language requested by the customer, Genesys Cloud selects that agent, rather than an agent who is more skilled but cannot speak that language. However, an agent that cannot speak the language of the customer does not receive that call, regardless of ACD skill.

Note: When you add or remove a skill, Genesys Cloud automatically updates the agent profile and implements the change immediately, regardless of whether the agent is currently on-queue.

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