Genesys Cloud – Assign divisions to ACD skills

In a future release, Genesys Cloud will allow administrators to assign ACD skills to divisions and control which users can view, edit, delete, and search those skills. This will help organizations keep skill access aligned to their business structure, reduce exposure of skills across divisions, and make skill management easier to maintain.

What’s changing

Administrators will be able to assign a division to an ACD skill, update the division for an existing skill, and filter skills by division. Skills without a division assignment will use the Unassigned division.

Why this is useful

This feature helps organizations restrict access to ACD skills that should stay within a specific division. It also helps reduce confusion in environments where skill names may reveal sensitive business information.

Who benefits

Administrators, contact center managers, and users with scoped roles will have clearer control over which skills they can see and manage.

For more information, see the Division-Based Access Control for ACD Skills community post.