Assign skills to users

AI-generated summary

Genesys Cloud enables administrators to assign multiple skills to individual or bulk users through a streamlined interface that supports up to 50 skills per user with no organizational limits on total skill creation. Skills can be assigned individually through search functionality or copied from existing users, with the system replacing any previously assigned skills when copying from a source user. Administrators can rate user skill proficiency on a 0-5 star scale, which Genesys Cloud uses to match interactions to the most appropriate available agents. For single-user skill assignment, administrators access the Assign Skills dialog through the Admin panel under People and Permissions, then either add skills individually or apply skills from a source user. Bulk assignment operations vary by scope: for 2-10 users, a three-step wizard (Review > Assign > Update) displays each user's current skills with expandable details and includes an optional toggle to remove existing skills before applying new ones; for 11-100 users, the dialog opens directly to the assignment screen. All skill assignment operations are completed through a final confirmation step. The platform provides two primary methods for assigning skills: individual skill assignment through the Assign Skills and Assign Languages search field, or bulk assignment by copying skills from an existing user via the Source User field. Users can optionally remove existing skills and languages from selected users before applying new assignments. This functionality supports both individual skill and language assignments, enabling flexible skill management for contact center operations.

You can assign multiple skills to a user or multiple users. Genesys Cloud does not limit the number of skills you can create in an organization, and you can assign up to 50 skills to a user.

When you add a skill to a user, you can also rate that user’s skill proficiency from 0 to 5 stars. The rating 0 represents a low proficiency and 5 represents a high proficiency. Genesys Cloud can use skill ratings to match interactions with the most appropriate available agent.

Assign skills to a single userClick to expand

Click Admin.
Under People and Permissions, click People.
Click Menu > User Management > Users.
Find and select a user using search or by paging through the list.
Select Assign Skills using one of the following methods:
- Click the More Actions icon at the top and select Assign Skills.
- Click the More Actions icon from the selected user row and select Assign Skills
The Assign Skills dialog opens. The selected user’s name appears in the Selected user field and the existing skills of the user are listed with the rating star for each skill proficiency.
You can assign skills in either of the following ways, or use both together:
- Add skills individually – Use the Assign Skills and Assign Languages search field to find and select specific skills and languages.
- Apply from existing user – In the Source User field, search for and select a user whose skill assignments you want to copy. Click Apply to add that user’s skills to the New Skills & Languages list.
Review the assigned skills and languages and click Complete.

Assign skills to multiple usersClick to expand

Click Admin.
Under People and Permissions, click People.
Click Menu > User Management > Users.
Select the users to whom you want to bulk-assign skills and languages.
Click the More Actions icon at the top and select Assign Skill. The Assign Skills dialog adapts based on the number of users you have selected:
- If you have selected 2–10 users, then the dialog opens as a three-step wizard: Review > Assign > Update.
  1. On the Review step, each selected user is listed individually by name with a badge showing their current skills and languages; expand a row to see the details.
  2. Click Next Step to go to Assign.
  3. Assign skills in either of the following ways, or use both together:
    - Add skills individually – Use the Assign Skills and Assign Languages search field to find and select specific skills and languages.
    - Apply from existing user – In the Source User field, search for and select a user whose skill assignments you want to copy. Click Apply to add that user’s skills to the New Skills & Languages list.
  4. Click Next Step to review the selected skills.
  5. (Optional) To remove the existing skills and languages from the selected users, choose the Remove existing skills and languages option.
  6. Click Complete.
- If you have selected 11–100 users, the Assign Skills dialog directly opens the assignment screen.
  1. Assign skills in either of the following ways, or use both together:
    - Add skills individually – Use the Assign Skills and Assign Languages search field to find and select specific skills and languages.
    - Apply from existing user – In the Source User field, search for and select a user whose skill assignments you want to copy. Click Apply to add that user’s skills to the New Skills & Languages list.
  2. (Optional) To remove the existing skills and languages from the selected users, choose the Remove existing skills and languages option.
  3. Click Complete.

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