Add an ACD skill or language to a user

AI-generated summary

Genesys Cloud enables administrators to assign ACD skills and languages to users through the User Management interface. To add these capabilities, administrators must navigate to Menu > User Management > Users, search for the target user, and select Edit ACD Skills from the More menu. Skills and languages can be added by typing the skill or language name in their respective text boxes and selecting from the available list; the system displays only skills belonging to divisions the administrator has authorization to access. Languages are treated separately from ACD skills, with language proficiency taking priority in routing decisions—customers are routed to agents who speak the requested language even if other agents possess higher skill ratings but lack language capability. Optional proficiency ratings can be assigned to each skill or language. Multiple skills and languages can be added in a single session by repeating the entry process before saving changes. The Routing > Skill > Assign permission is required to perform this task.

PrerequisitesClick to expand

Note: 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 interaction, regardless of ACD skill.

To add an ACD or language skill, perform these steps:

Click Admin.
Under People and Permissions, click People.
Click Menu > User Management > Users.
In the Search field, to filter the type the first few letters of the person’s first or last name.
Click More and from the menu that appears, click Edit ACD Skills.
Do one of the following:
- In the Skills text box, type the name of the skill you want to add to the agent and select it from the list.
  Note: Genesys Cloud displays only the skills that belong to divisions you are authorized to access.
- In the Languages text box, type the name of the language you want to add to the agent and select it from the list.
(Optional) Add a rating to the language or skill.
Repeat steps 5–6 for each skill or language you want to add.
Repeat steps 4–5 for each skill or language you want to add.
Click Save.

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Add an ACD skill or language to a user

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PrerequisitesClick to expand

To add an ACD or language skill, perform these steps:

Click Admin.
Under People and Permissions, click People.
Click Menu > User Management > Users.
In the Search field, to filter the type the first few letters of the person’s first or last name.
Click More and from the menu that appears, click Edit ACD Skills.
Do one of the following:
- In the Skills text box, type the name of the skill you want to add to the agent and select it from the list.
  Note: Genesys Cloud displays only the skills that belong to divisions you are authorized to access.
- In the Languages text box, type the name of the language you want to add to the agent and select it from the list.
(Optional) Add a rating to the language or skill.
Repeat steps 5–6 for each skill or language you want to add.
Repeat steps 4–5 for each skill or language you want to add.
Click Save.

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Add an ACD skill or language to a user

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Add an ACD skill or language to a user

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