When you add ACD or language skills 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.

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.

• Assign skills to users
• Remove an ACD skill