Overview of user skills

AI-generated summary

Genesys Cloud allows users to be assigned ACD and language skills that enable intelligent matching of agents to customer interactions based on proficiency levels. Skills are rated on a 0-5 scale to indicate capability levels, with languages maintained as separate skill categories to prioritize agents who speak the customer's requested language regardless of ACD skill ratings. Administrators with Routing > Skill > Assign permissions can add, rate, and remove skills from individual user profiles at any time, with changes implemented immediately and automatically reflected in agent profiles. This skill-based routing system ensures customers are connected to the most appropriate available agent based on both technical competency and language requirements.

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.

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.

After adding a skill, 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.

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