Manage ACD skills


Prerequisites

  • Routing > Skill > Manage permission 

Create ACD skills that you can assign to users to indicate an agent’s area of expertise and knowledge. Incoming calls can then be assigned to the most suitable agent, rather than the next available one.

Some features are not available to or not compatible with customers who subscribe to Genesys Cloud workforce engagement from another Genesys platform. For more information, see Workforce Engagement for PureConnect and Genesys Engage users.

For users from another platform, administrators generally should not add, edit, or delete the following:

  • Queues
  • Wrap-up codes
  • Skills (ACD and language)

Performing these actions leads to inconsistency between platforms. Only use these features when data incorrectly syncs from another platform.