Add an ACD skill variable

ACD skills are arbitrary designations of tasks, expertise, or knowledge that someone must have to handle an interaction. A skill variable represents a Genesys Cloud ACD skill (such as a language or certification) possessed by an agent. In Architect, an ACD skill requirement routes a work item to an eligible recipient. ACD skills are established and configured by the Genesys Cloud administrator.

Note: You can add skills created with the Update Data action and then call them from a Transfer to ACD action. For more information, see Set up a Transfer to ACD action.

Add a skill variable to a task sequence

In a task sequence, you can add a skill variable to an Update Data action and then call it from a Transfer to ACD action. For example, to send the call to an agent with fluent Spanish-speaking skills or a higher level of proficiency in Windows OS.

Note: The skills must be defined in Genesys Cloud by the administrator.
  1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
  2. In the Update Data workspace, add a meaningful name to describe the item.
  3. Click next to Update Statements and select the ACD Skill data type.
  4. In the Variable Name field, type the label to identify the variable on tasks.
  5. In the Value To Assign field, perform one of these steps:
    • To set the value from literal mode, click the list and select the desired ACD skill.
    • To set the value using an expression, click the Expression modes button , select Expression, and do one of the following:
      • Add the expression inline.
      • Click the Large Expression Editor button to open the Edit Expression Editor and build your expression.
  6. (Optional) To add another variable, click next to Update Statements. 
  7. Add a Transfer to ACD action to the task sequence and configure it to use the skill variables you created here.