Manage ACD skills

AI-generated summary

Genesys Cloud enables management of ACD skills to optimize call routing by directing incoming calls to agents with appropriate expertise rather than to the next available agent. Users with Routing > Skill > Manage permissions can create, delete, and assign ACD skills to agents, with skills indicating specific areas of knowledge and competency. The system is division-aware, displaying only skills accessible within authorized divisions; skills not assigned to a specific division belong to the Unassigned division and remain available to users with ACD skill viewing permissions. ACD languages operate independently of division awareness. Key capabilities include viewing, filtering, searching, adding, deleting, and assigning skills to authorized divisions, enabling more effective customer service delivery through targeted agent-to-call matching based on demonstrated expertise.

PrerequisitesClick to expand

Create ACD that you can assign to users to indicate an agent’s area of expertise and knowledge. Incoming calls can then be assigned to the most suitable agent, rather than the next available one.

ACD skills are division aware. Genesys Cloud displays only the skills that belong to divisions you are authorized to access. You can view, filter, search, add, delete, or assign skills to the divisions to which you have access.

Skills that are not specifically attached to a division belong to the Unassigned division. Skills in the Unassigned division remain available to users who have permission to view ACD skills. ACD languages are not division aware.

[NEXT] Was this article helpful?

Get user feedback about articles.