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ACD Skills & Languages

TopicDetail
NavigationAdmin → Contact Center → ACD Skills & Languages
PurposeDefine skills and languages used by the ACD routing engine to match interactions to the right agents
Proficiency Scale1 (Beginner) to 5 (Expert)
Skill StatusActive (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.

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

RatingMeaning
1Beginner / Trainee
2Basic
3Intermediate
4Advanced
5Expert / 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

QuestionAnswer
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
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