Assign skills to users

AI-generated summary

Genesys Cloud enables administrators to manage user skills through comprehensive assignment capabilities that support both individual and bulk operations. The platform allows unlimited skill creation within an organization, with a maximum of 50 skills assignable per user. Each assigned skill receives a proficiency rating on a scale from 0 to 5 stars, with 0 indicating low proficiency and 5 indicating high proficiency. These ratings inform the platform's interaction routing logic, which directs interactions to the most appropriately qualified available agents. For single-user skill assignment, administrators access the Assign Skills dialog through the More Actions menu, enabling individual skill additions via search or by copying skill assignments from existing users. Bulk assignment workflows vary based on user count: assignments to 2–10 users follow a three-step wizard process (Review > Assign > Update) that displays current skills for each selected user, while assignments to 11–100 users open directly to the assignment screen. Both workflows support adding skills individually or applying skills from a source user template. The platform includes an optional feature to remove existing skills and languages from selected users during bulk assignment operations, providing flexibility in skill portfolio management. Genesys Cloud integrates skill management with ACD (Automatic Call Distribution) routing and supports related administrative functions including user permissions configuration and skill rating management. The system provides documentation covering skill s, interaction routing principles, and skill rating best practices. Additionally, Genesys Cloud includes a feedback mechanism allowing users to report on documentation quality, with options to categorize feedback by role (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support) and access community support resources for additional assistance

You can assign multiple skills to a user or multiple users. Genesys Cloud does not limit the number of skills you can create in an organization, and you can assign up to 50 skills to a user.

When you add a skill to a user, you can also 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 a single userClick to expand

Click Admin.
Under People and Permissions, click People.
Click Menu > User Management > Users.
Find and select a user using search or by paging through the list.
Select Assign Skills using one of the following methods:
- Click the More Actions icon at the top and select Assign Skills.
- Click the More Actions icon from the selected user row and select Assign Skills
The Assign Skills dialog opens. The selected user’s name appears in the Selected user field and the existing skills of the user are listed with the rating star for each skill proficiency.
You can assign skills in either of the following ways, or use both together:
- Add skills individually – Use the Assign Skills and Assign Languages search field to find and select specific skills and languages.
- Apply from existing user – In the Source User field, search for and select a user whose skill assignments you want to copy. Click Apply to add that user’s skills to the New Skills & Languages list.
Review the assigned skills and languages and click Complete.

Assign skills to multiple usersClick to expand

Click Admin.
Under People and Permissions, click People.
Click Menu > User Management > Users.
Select the users to whom you want to bulk-assign skills and languages.
Click the More Actions icon at the top and select Assign Skill. The Assign Skills dialog adapts based on the number of users you have selected:
- If you have selected 2–10 users, then the dialog opens as a three-step wizard: Review > Assign > Update.
  1. On the Review step, each selected user is listed individually by name with a badge showing their current skills and languages; expand a row to see the details.
  2. Click Next Step to go to Assign.
  3. Assign skills in either of the following ways, or use both together:
    - Add skills individually – Use the Assign Skills and Assign Languages search field to find and select specific skills and languages.
    - Apply from existing user – In the Source User field, search for and select a user whose skill assignments you want to copy. Click Apply to add that user’s skills to the New Skills & Languages list.
  4. Click Next Step to review the selected skills.
  5. (Optional) To remove the existing skills and languages from the selected users, choose the Remove existing skills and languages option.
  6. Click Complete.
- If you have selected 11–100 users, the Assign Skills dialog directly opens the assignment screen.
  1. Assign skills in either of the following ways, or use both together:
    - Add skills individually – Use the Assign Skills and Assign Languages search field to find and select specific skills and languages.
    - Apply from existing user – In the Source User field, search for and select a user whose skill assignments you want to copy. Click Apply to add that user’s skills to the New Skills & Languages list.
  2. (Optional) To remove the existing skills and languages from the selected users, choose the Remove existing skills and languages option.
  3. Click Complete.

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Assign skills to users

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