Language skills in Architect


In Architect, language skills have a one-to-one mapping relationship to Genesys Cloud’s language-filtered ACD skills. For example, if Genesys Cloud has a Spanish-oral ACD language skill, the same skill exists in Architect. 

Note: Define ACD skills in Genesys Cloud’s Admin > Contact Center and select ACD Skills. For more information, see Manage ACD skills.

The following scenarios describe how Architect determines language skill priority in a flow:

When the flow's default ACD language skill under Settings is And the language skill on the Transfer to ACD action is The agent is required to have
Set Not set The flow's default language skill
Set Set Transfer to ACD language skill
Not set Not set No language skill