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|