Add a skill rating

Prerequisites
  • Routing > Skill > Assign permission

After adding a skill, rate that user’s skill proficiency from 1 to 5 stars. 1 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.

  1. Click the applicable rating star for the skill. For example, award the user a 3 rating for Mac OS.
  2. When finished, click Save.