User profile management User profiles are the "digital identity" of every person in the Genesys Cloud organization. They drive the internal directory, org hierarchy views, and ACD skill assignments. This page covers what profiles contain, who can edit what, and how admins configure profile fields org-wide. Navigation Paths Task Path Edit a specific user's profile Admin → People & Permissions → People → select user → More → Edit Person → Person Details tab Configure org-wide profile fields Admin → Directory → Profile Fields View the org hierarchy Any user profile → Hierarchy icon Required permissions: Permission Required For Directory > User > View Viewing any user profile Directory > Userprofile > View Viewing profile field data Directory > Userprofile > Edit Editing profile field data Directory > Organization > Admin Configuring org-wide profile fields and sections 1. What a Profile Contains A Genesys Cloud user profile is more than a contact card — it feeds the internal directory search, the org hierarchy, and (indirectly) ACD routing via skills and certifications. Profile Section Contents Contact Information Work phone, mobile, email, other numbers Contact Preferences Primary contact method — phone vs. email (set by the user) Relationships Manager field — drives the org hierarchy/reporting tree Location Office, city, floor (admins can upload floor plans) Groups Group memberships the user belongs to Skills & Certifications Tags that become keywords for directory search Education Optional — populated by the user Photo Must be uploaded by the user — admins cannot upload on behalf Custom sections Any additional sections configured by your admin via Profile Fields 📌 Searchability: Every piece of data entered into a profile becomes a keyword in the advanced directory search. If you tag a user with "SBC" or "Spanish," other users and Architect flows can find them by that term. 2. Admin vs. User Responsibilities A key distinction in Genesys Cloud profile management: some fields are user-controlled, others are admin-controlled. Action Who Does It Upload profile photo User only — admins cannot upload photos on behalf of a user Set primary contact preference (phone vs. email) User only Edit contact information, relationships, location Admin (via Edit Person → Person Details tab) or User (via their own profile) Add skills, certifications, tags Admin (via Edit Person → ACD Skills tab or Person Details) Set the Manager field (reporting hierarchy) Admin Configure org-wide profile sections and fields Admin only (via Admin → Directory → Profile Fields) 📌 Users without a manager assigned do not appear in the org hierarchy view. Always populate the Manager field when creating users if your org uses the hierarchy view for supervision or reporting. 3. Org Hierarchy View The hierarchy view lets anyone in the org browse the reporting structure — who reports to whom, peers, and direct reports. Detail Value How it's built Automatically generated from the Manager field on each user profile Updates Genesys Cloud updates the hierarchy view automatically when an admin changes the Manager field Access Available from any user's profile page Requirement Users must have a Manager assigned to appear in hierarchy views 4. Profile Fields Configuration (Admin) Admins can customize the org-wide profile structure by adding new sections and fields, renaming existing ones, reordering them, and enabling or disabling them. Navigation: Admin → Directory → Profile Fields What Admins Can Do Action Notes Add a new section Creates a new grouping on all user profiles org-wide Add fields to a section Defines what data is collected in that section Rename fields or sections Change display labels; can be translated for multi-language orgs Reorder fields and sections Controls the order they appear on the profile Disable a field or section Hides it from profiles without deleting it Enable a disabled field or section Restores visibility Critical Limitation ⚠️ Profile sections cannot be deleted once created. They can only be disabled (hidden). Before adding any new section, ensure it has been approved by your organization — you cannot undo it. This applies to sections specifically. Individual fields within sections can also not be deleted, only disabled. 5. Tags — Skills and Certifications Tags on a user profile are free-text labels that serve two purposes: Purpose How It Works Directory search Tags become search keywords. Search "Cisco" or "SBC" and find all users tagged with those terms. Group creation Tags can be used as parameters to create dynamic groups of users who share a common attribute. 📌 Tags are distinct from ACD Skills , which are the structured skills used by the routing engine to match interactions to agents. Tags are informal and used for human searchability; ACD Skills are formal and used by the system. 6. Locations Admins can create Locations (office buildings, cities) and assign users to them via their profile. Feature Detail Create locations Admin → Directory → Locations Floor plan upload Admins can upload a floor plan image for a location, enabling precise office mapping Profile assignment Users are assigned to a location via their profile's Location field Summary: Profile Editing Tabs (Edit Person Page) When an admin opens Edit Person for a user, they see multiple tabs: Tab What It Controls Person Details Full profile — contact info, relationships, location, custom fields. Opens in edit mode. Roles Assign/unassign roles. The license cost shown corresponds to the most expensive permission in the role. Division & Licenses Shows which division the user belongs to and which licenses are consumed View Permissions Read-only view of all permissions currently assigned to the user Phone Assign a phone station (WebRTC or physical) ACD Skills Assign ACD skills and languages with proficiency ratings for routing Utilization Configure how many simultaneous interactions the user can handle per media type Last verified against Genesys Cloud Resource Center – March 2026