# ACD Skills & Languages

| Topic | Detail |
|---|---|
| Navigation | `Admin → Contact Center → ACD Skills & Languages` |
| Purpose | Define skills and languages used by the ACD routing engine to match interactions to the right agents |
| Proficiency Scale | 1 (Beginner) to 5 (Expert) |
| Skill Status | Active (default) or Inactive (retired — preserves historical reporting data) |

---

## Creating a Skill

1. Navigate to `Admin → Contact Center → ACD Skills & Languages`
2. Click **Add Skill**
3. **Name:** Enter a descriptive name (e.g., `Tier_2_SBC_Troubleshooting`)
4. **Category:** Optional grouping folder (e.g., Technical, Soft Skills, Product Knowledge) — helps organize hundreds of skills
5. **Status:** Active by default — set to **Inactive** to retire without deleting historical reporting data
6. Click **Save**

> ⚠️ Once created, a skill must be assigned to a **User profile** or referenced in an **Architect flow** before it has any effect on routing.

![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/DME3IEsGpU9zS0ex-image.png)

![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/dO5fxHLwDUtI2cv0-image.png)

![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/JthGrU81KGnjtVLS-image.png)

![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/udUXDkG05MIZhDPk-image.png)

---

## Creating a Language

1. In the same menu, click the **Languages** tab
2. Click **Add Language**
3. Start typing the language name (e.g., Spanish) — Genesys Cloud provides a standardized list
4. Click **Save**

> Languages are treated separately from skills because Genesys Cloud has built-in logic to prioritize a caller's native language during routing.

---

## Assigning Skills to Users

### Individual Assignment

1. Navigate to `Admin → People & Permissions → People`
2. Click the User
3. Go to the **ACD Skills** or **Languages** tab on their profile
4. Click **Add Skill** and select the skill
5. Set proficiency **Rating (1–5)**
6. Click **Save**

### Bulk Assignment

In the People list: select multiple agents → **More Actions → Assign Skill**

---

## Proficiency Ratings

| Rating | Meaning |
|---|---|
| 1 | Beginner / Trainee |
| 2 | Basic |
| 3 | Intermediate |
| 4 | Advanced |
| 5 | Expert / Subject Matter Expert |

---

## Skill Expressions (Advanced Routing)

Instead of a single skill requirement, use a **Skill Expression Group** with AND/OR logic:

```
(Skill: SIP == 5) AND (Skill: Oracle_SBC >= 3)
```

This allows highly specific routing without requiring a separate queue for every possible skill combination. Skill Expression Groups are configured under `Admin → People & Permissions → Groups`.

---

## How Routing Uses Skills

In Architect's **Transfer to ACD** action, you specify:
- Target queue
- Required skill(s) and minimum proficiency level
- Language requirement (if applicable)

The ACD engine then matches the interaction to an available agent who meets all requirements. With **Bullseye routing**, if no agent matches, the requirements are relaxed in configurable rings over time.

---

## Interview Cheat Sheet

| Question | Answer |
|---|---|
| Where are ACD skills created? | `Admin → Contact Center → ACD Skills & Languages` |
| What does setting a skill to Inactive do? | Retires it from new routing logic without deleting historical data |
| What is proficiency scale? | 1 (Beginner) to 5 (Expert) |
| How do you assign skills to multiple agents at once? | People list → select agents → More Actions → Assign Skill |
| What is a Skill Expression? | AND/OR logic combining multiple skills for routing (e.g., SIP == 5 AND SBC >= 3) |
| Why are languages separate from skills? | Genesys has built-in native-language prioritization logic for languages |