Genesys Cloud enables management of ACD skills to optimize call routing by directing incoming calls to agents with appropriate expertise rather than to the next available agent. Users with Routing > Skill > Manage permissions can create, delete, and assign ACD skills to agents, with skills indicating specific areas of knowledge and competency. The system is division-aware, displaying only skills accessible within authorized divisions; skills not assigned to a specific division belong to the Unassigned division and remain available to users with ACD skill viewing permissions. ACD languages operate independently of division awareness. Key capabilities include viewing, filtering, searching, adding, deleting, and assigning skills to authorized divisions, enabling more effective customer service delivery through targeted agent-to-call matching based on demonstrated expertise.