Add an ACD skill

AI-generated summary

Genesys Cloud enables administrators to add ACD skills through the Admin interface to route customer interactions based on agent capabilities and expertise. Skills are organized into two categories: Languages (such as Japanese for written or oral communication) and general Skills (such as warranty expertise). The "Routing > Skill > Manage" permission is required to access this functionality. Administrators create new skills via the Manage ACD Skills page, accessible through Contact Center or User Management menus by selecting the appropriate category and clicking Add Skill. The skill creation process requires entering a skill name and assigning it to a division. Best practices recommend using short, consistent naming formats (for example, "Accounting," "Spanish – Oral") rather than lengthy descriptions to optimize routing effectiveness. After creation, skills can be assigned to agents to enable intelligent routing of customer interactions to specialists with relevant language capabilities or domain expertise.

PrerequisitesClick to expand

Click Menu > User Management > ACD Skills and Languages.
From the Category drop-down list, select the category under which you want the skill to be organized:
- Languages. For example, an agent who speaks or comprehends Japanese and can assist Japanese-speaking callers.
- Skills. For example, if an agent is highly competent in warranty specifications, he or she can be a first choice when the system routes warranty calls to agents.
Select Add Skill. The Add Skill dialog box opens.
In the New ACD Skill text box, enter the following details:
1. Name: Type the name of the skill you want to add.
2. Division: Assign a division to which the skill must be attached. Genesys Cloud displays only the skills that belong to divisions you are authorized to access.

Note: To make the most of ACD skills, keep your entries short and follow a consistent format. For example:

Accounting, Warranty, Service, Windows, Mac.
Not: Some accounting, Knows warranty, Uses Windows but knows some Mac.
Spanish – Oral, Spanish – Written, French – Oral, French – Written.
Not: Spanish–Oral, Speaks French, can read Chinese.

Click Save. A message appears, informing you the new ACD skill tag was successfully created.

You can now assign the skill to agents. For more information, see the Add an ACD skill.

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Add an ACD skill

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