enable dynamic group population based on organizational hierarchy, allowing administrators to define inclusion and exclusion criteria relative to a base person, including options for superiors, managers, peers, direct reports, and distant reports, with the ability to exclude specific teams or individuals.
Skill expression groups automate membership management based on ACD skills and proficiency levels using relational operators (equals, not equals, greater than, less than) and logical operators (AND, OR, NOT) to build conditional expressions. Membership in skill expression groups updates automatically within one minute when agent skills or proficiency values change. Keyword-based rules allow administrators to add or exclude members by typing terms in the Add Keyword box, while relationship-based rules enable membership management according to reporting structure connections.
Standalone phones registered directly to Genesys Cloud without user association can be added as group members by enabling group calls and selecting phones through the Phones tab. The Membership tab displays total member counts including inactive users, with all modifications configured through the Edit function and requiring explicit saving. This scalable approach supports departmental collaboration, cross-functional teams, and skill-based routing scenarios through a dedicated interface with sections for inclusions, exclusions, phones, and skill expressions. The system provides documentation on group management, including group setup for administrators, membership rules, and various methods for adding members, with community support resources available for users with questions about these features.
Note: On the Membership tab, Genesys Cloud always displays the total number of members of a group, including inactive members.
Genesys Cloud features two kinds of groups: general groups and skill expression groups. How you add members depends on the kind of group. To add members to either type of group, first do the following:
Click Admin.
Under Directory, click Groups.
Click Menu > User Management > Groups.
For a General group, click the General tab. For a Skill Expression group, click the Skill Expression tab.
Click the name of the group that you want to edit.
Add people as general group members individually, or create a rule that adds a group of people at once and automates changes in group membership. For more information, see Group membership rules.
Note: For best results, temporarily disable group calls while you add members.
Add members individually
Notes:
When you add someone individually, changes to membership rules do not affect their membership.
Genesys recommends that you limit the members that you add individually to 1000.
On the right side of the Membership tab, click Edit.
Click the Individuals tab.
In the Add Individual box, begin to type the name of the person you want to add and select it when it appears.
Notes:
You can search for members to add members individually by name, email address, or agent name.
Individuals who are already members of the group do not appear in the search results.
Click Save.
Add members with a rule by keyword
Use a membership rule by keyword to include or exclude people with a certain on their profile page.
For example: Your organization wants to create a group for everyone who has the latest company safety certification, the ASC. You can create a rule with one keyword to include everyone with an ASC tag in the Certifications section of their profiles. For more information, see Add tags to your profile.
On the right side of the Membership tab, click Edit.
To define a rule that includes people, click the Inclusions tab.
Alternatively, to define a rule that excludes people, click the Exclusions tab.
In the Add Keyword box, begin typing the term.
Click the keyword when it appears.
Click Save.
Add members with a rule by relationship
Use a membership rule by relationship to include or exclude people who have a connection to the same person in the reporting structure.
For example: Tanya is head of the Technical Publications department. Tanya wants a group chat room to discuss developments on the new product line, which includes most people in her department. However, Tim and his team, who report to Tanya, work on a different product line. Tanya needs a group with everyone who reports to her except Tim and his people. Tanya can accomplish her task with two relationship rules:
Include Tanya, her direct reports, and her distant reports
Exclude Tim, his direct reports, and his distant reports
On the right side of the Membership tab, click Edit.
To define a rule that includes people, click the Inclusions tab.
Alternatively, to define a rule that excludes people, click Exclusions tab.
In the Add Person box, begin to type the name of the person to be the base of the relationship rule.
Click the name when it appears.
To the right, click the buttons that define the relationship:
Superiors: Everyone up the chain from the person’s manager
Manager: Who the person reports directly to
Self: The person who is the base of the rule
Peers: Anyone who also reports directly to the person’s manager
Direct Reports: Everyone who reports directly to the person
Distant Reports: Everyone down the chain from the person’s direct reports
Click Save.
Add a standalone phone as a member of a general group
A standalone phone can be a physical or soft phone device that registers directly to Genesys Cloud. It does not have to be associated with a Genesys Cloud user. To add a phone as a member of a general group, you must enable calls for the group.
On the right side of the Membership tab, click Edit.
To add a phone, click the Phones tab
To the right, click Edit.
Click Add Phone.
In the Search Phones field, start to type the name of the Genesys Cloud phone you want to add, and select it from the list of available phones.
Click Save.
Add members to a skill expression group
To manage membership based on ACD skills, make sure that your agents have the appropriate ACD skills assigned.
On the right side of the Membership tab, click Build Skill Expression.
The Skill Expressions panel appears.
To add an expression, click Add .
Under Condition 1, in the Select Skill box, begin to type a skill or language and select the skill or language from the list.
From the Select Operator list, select the operator that you want to use. You can select from these relational operators:
equals (==)
not equals (!=)
greater than (>)
greater than or equal to (>=)
less than (<)
less than or equal to (<=)
From the Select Skill Level list, select the skill level that you want to use.
Optionally, to add a subcondition, to the right of the expression, click Add .
Click the logical operator. You can select from these logical operators:
AND
OR
NOT
To build your subcondition expression, repeat steps from 6 through 8.
Optionally, to add more conditions, repeat steps from 5 through 8.
Click Save.
The expression you build appears in the box under Skill Expressions.
Notes:
Skill expression groups are dynamic. If you modify a skill or proficiency value for an agent, it can impact their membership in a skill expression group.
Changes can take up to a minute for membership to take effect.