Genesys Cloud - How to - CCaaS Administrator


Genesys Cloud - How to - Outbound - Contact Lists

Contact Lists (Genesys Cloud)

Summary

Contact Lists in Genesys Cloud are collections of customer records used primarily in outbound dialing campaigns and customer outreach activities. These lists store information such as phone numbers, email addresses, names, and custom attributes, which can be used by the dialing system to contact customers automatically or by agents to access customer information during interactions.

Contact lists are managed by administrators and integrated with campaign management, dialing systems, and customer engagement workflows, enabling contact centers to efficiently manage outbound communications.

Utilization

Use Case Description
Outbound dialing campaigns Contact lists provide customer numbers for dialer campaigns
Sales outreach Sales teams use contact lists to contact potential leads
Customer notifications Organizations notify customers about updates or promotions
Customer follow-ups Agents contact customers regarding service requests
Data-driven engagement Contact lists store attributes used for campaign targeting

Contact lists help organizations manage large sets of customer contact data used for automated or agent-driven outreach.

Best Practices

Practice Reason
Keep contact lists updated Ensures accurate customer information
Remove invalid or outdated numbers Improves dialing efficiency
Use custom fields for segmentation Helps target specific customer groups
Follow compliance and privacy regulations Ensures legal outbound communication
Validate contact data before importing Prevents errors during campaigns
Maintain clear naming conventions Helps administrators identify lists easily

Example Scenarios

Scenario 1 – Outbound Sales Campaign

Marketing team prepares customer contact list
        ↓
Administrator uploads contact list to Genesys Cloud
        ↓
Contact list assigned to outbound campaign
        ↓
Dialer begins contacting customers
        ↓
Agents handle live connections

Scenario 2 – Customer Follow-Up Calls

Support team creates follow-up contact list
        ↓
List includes customers needing additional assistance
        ↓
Outbound campaign created
        ↓
Agents contact customers to verify issue resolution

Scenario 3 – Promotional Outreach

Company launches promotional campaign
        ↓
Contact list includes targeted customers
        ↓
Outbound dialing campaign initiated
        ↓
Customers receive promotional calls

Key Benefits

Benefit Explanation
Centralized customer data Stores contact information for campaigns
Efficient outbound communication Enables automated dialing and outreach
Campaign targeting Custom fields allow segmentation of contacts
Improved agent productivity Agents have customer information readily available
Scalable customer engagement Supports large outbound contact lists

Genesys Cloud - how to - Outbound - Create a set of rules

Create a Set of Rules (Genesys Cloud)

Summary

A Set of Rules in Genesys Cloud allows administrators or supervisors to define automated conditions and actions that control how certain platform behaviors occur. These rules can be used in various modules such as routing, dialing campaigns, workforce management, or analytics filters, depending on the feature being configured.

Rule sets help organizations standardize decision logic and automate operational processes, ensuring consistent handling of interactions, contacts, or scheduling conditions without requiring manual intervention.

Utilization

Use Case Description
Routing logic Define conditions that determine how interactions are distributed
Campaign dialing rules Control how outbound contacts are handled
Workforce management policies Automate scheduling or shift rules
Data filtering Apply rules for analytics or segmentation
Operational automation Trigger actions based on predefined criteria

Rule sets help maintain consistent operational behavior across the platform.

Best Practices

Practice Reason
Clearly define rule conditions Prevents unintended routing or automation
Test rules before deploying to production Ensures expected outcomes
Keep rule logic simple and well documented Improves troubleshooting and maintenance
Avoid overlapping or conflicting rules Prevents unpredictable behavior
Regularly review rule sets Ensures they remain aligned with operational needs
Use descriptive names for rule sets Makes administration easier

Example Scenarios

Scenario 1 – Routing Condition for Interactions

Customer interaction enters system
        ↓
System evaluates configured rule set
        ↓
Conditions match routing criteria
        ↓
Interaction routed to appropriate queue

Scenario 2 – Outbound Campaign Rule

Outbound campaign starts
        ↓
Dialer reviews rule set
        ↓
Conditions determine which contacts can be dialed
        ↓
Dialer proceeds with eligible contacts

Scenario 3 – Automated Operational Behavior

System detects defined condition
        ↓
Rule set triggers predefined action
        ↓
Platform applies routing or configuration behavior

Key Benefits

Benefit Explanation
Automation of processes Reduces manual intervention
Consistent system behavior Rules enforce standardized logic
Operational efficiency Improves routing and campaign management
Scalability Supports large-scale contact center operations
Improved control Administrators can manage platform behavior through rules

Genesys Cloud - How to - Contact Center - Create widget for web chat

Create a Widget for Web Chat (Genesys Cloud)

Summary

Creating a Web Chat Widget in Genesys Cloud allows organizations to embed a chat interface on their website so customers can communicate directly with support agents. The widget provides a simple way for visitors to start a conversation with the contact center without making a phone call.

Once configured, the widget connects to Genesys Cloud chat flows and queues, allowing interactions to be routed through the ACD (Automatic Contact Distribution) system. Customers initiate chat from the website, and agents handle the interaction within the Agent Workspace.

Utilization

Use Case Description
Website customer support Customers can chat with agents directly from a website
Pre-sales assistance Sales teams assist customers browsing products or services
Technical support Users receive help with troubleshooting or product questions
Customer engagement Organizations offer real-time help during online sessions
Omnichannel support Chat integrates with other interaction channels such as voice, email, and messaging

Web chat widgets provide a convenient and accessible way for customers to communicate with support teams in real time.

Best Practices

Practice Reason
Customize the widget to match brand design Provides a consistent user experience
Configure proper chat routing to queues Ensures chats reach the correct team
Use pre-chat forms when necessary Collects useful information before starting the conversation
Set clear business hours for chat availability Prevents customer frustration when agents are unavailable
Test the widget before publishing on the website Ensures proper functionality and routing
Monitor chat performance metrics Helps improve response times and service quality

Example Scenarios

Scenario 1 – Customer Initiates Web Chat

Customer visits company website
        ↓
Customer clicks chat widget
        ↓
Chat session starts
        ↓
Chat interaction routed to support queue
        ↓
Agent accepts and responds

Scenario 2 – Pre-Chat Information Collection

Customer opens chat widget
        ↓
Pre-chat form asks for name and issue
        ↓
Customer submits form
        ↓
Interaction routed to appropriate queue
        ↓
Agent begins conversation with context

Scenario 3 – Website Sales Assistance

Customer browsing product page
        ↓
Customer opens chat widget
        ↓
Customer asks product questions
        ↓
Agent provides information and guidance

Key Benefits

Benefit Explanation
Real-time customer support Customers receive immediate assistance
Improved customer engagement Website visitors can easily contact support
Omnichannel integration Chat interactions integrate with Genesys Cloud routing
Efficient interaction handling Agents manage chats alongside other channels
Enhanced customer experience Reduces friction compared to phone support

Genesys Cloud - How to - Contact Center - Canned responses

Canned Responses (Genesys Cloud)

Summary

Canned Responses in Genesys Cloud are prewritten message templates that agents can quickly insert into conversations across digital channels such as chat, email, SMS, and social messaging. They are designed to help agents respond faster while maintaining consistent messaging aligned with company policies and support guidelines.

Canned responses are typically organized into categories and can include placeholders for personalization (for example, customer name or case details). Agents can search, select, and edit these responses before sending them to customers.

Utilization

Use Case Description
Frequently asked questions Provide quick answers to common inquiries
Standard greetings Use consistent opening messages when starting interactions
Troubleshooting guidance Deliver step-by-step instructions to customers
Policy explanations Share approved company policies or procedures
Closing messages Send consistent closing statements when interactions end

Canned responses help agents reduce response time and maintain consistent communication across customer interactions.

Best Practices

Practice Reason
Keep responses concise and easy to read Customers should quickly understand the message
Organize responses into categories Helps agents locate the correct response quickly
Personalize responses when needed Prevents interactions from feeling automated
Regularly review and update templates Ensures information remains accurate
Avoid sending canned responses without context Improves customer satisfaction
Train agents on when to use them Ensures they enhance rather than replace proper communication

Example Scenarios

Scenario 1 – Responding to a Common Question

Customer asks a frequently asked question
        ↓
Agent searches canned response library
        ↓
Agent selects appropriate response
        ↓
Agent reviews and personalizes message
        ↓
Agent sends response to customer

Scenario 2 – Troubleshooting Assistance

Customer reports technical issue
        ↓
Agent selects troubleshooting canned response
        ↓
Response provides step-by-step instructions
        ↓
Customer follows instructions to resolve issue

Scenario 3 – Closing an Interaction

Agent resolves customer's issue
        ↓
Agent selects closing canned response
        ↓
Agent sends professional closing message
        ↓
Interaction ends with consistent communication

Key Benefits

Benefit Explanation
Faster response times Agents can reply quickly without typing repetitive information
Consistent messaging Ensures customers receive standardized responses
Improved agent efficiency Reduces time spent composing messages
Knowledge sharing Centralized repository of approved responses
Better customer experience Clear and consistent communication

Genesys Cloud - How to - Outbound - Contact Lists Filters

## Outbound Contact List Filters (Genesys Cloud)

### Summary
**Outbound Contact List Filters** in Genesys Cloud allow administrators to **define rules that determine which contacts from a contact list are eligible to be dialed during an outbound campaign**. These filters evaluate **contact list fields and conditions** to include or exclude specific records from dialing attempts.

By applying filters, organizations can **target specific customer segments, enforce compliance rules, and improve campaign efficiency**. Filters are commonly used in outbound dialing campaigns to control when and how contacts are called.

---

## Utilization

| Use Case | Description |
|---|---|
| Targeted campaign dialing | Only dial customers matching specific criteria |
| Compliance filtering | Exclude contacts who opted out or should not be called |
| Time-based campaigns | Filter contacts based on region or time zone |
| Priority outreach | Focus dialing on high-value or high-priority customers |
| Campaign segmentation | Separate contacts by demographics or account status |

Outbound contact list filters help ensure that **only the appropriate contacts are dialed during campaigns**.

---

## Best Practices

| Practice | Reason |
|---|---|
| Use clear and logical filter conditions | Ensures accurate contact selection |
| Test filters before launching campaigns | Prevents dialing errors or incorrect targeting |
| Include compliance rules in filters | Helps meet regulatory requirements |
| Keep filters simple and well documented | Makes troubleshooting easier |
| Regularly review filter logic | Ensures campaigns remain aligned with business goals |
| Use descriptive filter names | Helps administrators quickly identify filter purpose |

---

## Example Scenarios

### Scenario 1 – Targeting Active Customers

```text
Administrator creates outbound campaign
        ↓
Contact list contains multiple customer types
        ↓
Filter created to include only active customers
        ↓
Campaign dials only filtered contacts

Scenario 2 – Excluding Do-Not-Call Contacts

Campaign uses contact list
        ↓
Filter checks Do-Not-Call field
        ↓
Contacts flagged as DNC excluded
        ↓
Campaign dials only compliant records

Scenario 3 – Region-Based Campaign

Marketing campaign targets specific region
        ↓
Filter applied based on location field
        ↓
Contacts in selected region included
        ↓
Campaign runs with targeted audience

Key Benefits

Benefit Explanation
Improved campaign targeting Ensures only relevant contacts are dialed
Compliance support Helps enforce regulatory dialing restrictions
Better dialing efficiency Reduces wasted dialing attempts
Campaign segmentation Enables targeted outreach strategies
Operational control Administrators manage who gets contacted and when

Genesys Cloud - How to - Directory - Profile Fields

Reorder Fields in the Profile Configuration (Genesys Cloud)

Summary

The Reorder Fields in the Profile Configuration feature in Genesys Cloud allows administrators to control the order in which profile fields appear in the user interface. Profile fields typically include information such as name, contact details, department, location, or custom attributes that are displayed in user profiles or interaction views.

Reordering fields helps organizations prioritize important information, making it easier for agents and administrators to quickly access relevant data when viewing customer or user profiles.

Utilization

Use Case Description
Prioritizing important information Key profile fields appear first in the interface
Improved agent workflow Agents can quickly locate frequently used information
Custom profile layouts Organizations align the field order with operational needs
Data organization Makes profile views cleaner and easier to navigate
Interaction context Agents see the most relevant customer information during interactions

Reordering profile fields improves usability and efficiency by presenting critical information first.

Best Practices

Practice Reason
Place frequently used fields at the top Helps agents find important information quickly
Group related fields together Improves readability and organization
Avoid excessive field customization Keeps the interface simple and intuitive
Review profile configuration regularly Ensures the layout matches operational needs
Align field order with agent workflows Reduces time spent searching for data

Example Scenarios

Scenario 1 – Prioritizing Customer Contact Information

Administrator reviews profile configuration
        ↓
Administrator moves phone and email fields to the top
        ↓
Agents can immediately view customer contact details

Scenario 2 – Organizing Custom Fields

Administrator adds custom profile fields
        ↓
Administrator reorders fields to group related data
        ↓
Agents see organized customer information during interactions

Scenario 3 – Improving Agent Efficiency

Agent opens customer profile during interaction
        ↓
Important fields appear at the top of the profile
        ↓
Agent quickly finds relevant information

Key Benefits

Benefit Explanation
Improved usability Agents quickly locate critical information
Better data organization Profile layouts become clearer and easier to navigate
Faster interaction handling Agents spend less time searching for data
Customizable interface Organizations tailor profiles to operational needs
Enhanced workflow efficiency Supports smoother interaction management

Genesys Cloud - How to - Account Settings - Reset Agent Routing Score after presence change

Reset an Agent's Routing Score After Presence Change (Genesys Cloud)

Summary

In Genesys Cloud, an Agent Routing Score is used by certain routing methods (such as Preferred Agent Routing or predictive routing models) to determine how interactions are distributed among agents. The routing score helps balance workload and maintain fairness when assigning interactions.

When an agent's presence changes (for example from Available to Away, Offline, or another status), the system may reset the agent’s routing score. This ensures that routing decisions remain fair and accurate once the agent becomes available again, preventing situations where returning agents are unfairly prioritized or delayed in receiving interactions.

Resetting routing scores maintains balanced interaction distribution and efficient queue performance.

Utilization

Use Case Description
Agent returns from break Routing score resets to allow fair distribution of interactions
Presence change during shift Score recalculated when agent switches status
Queue fairness Prevents agents from being unfairly prioritized after absence
Dynamic staffing environments Maintains balanced workload across active agents
Routing algorithm accuracy Ensures routing decisions reflect current agent availability

Resetting routing scores helps maintain equitable interaction distribution within queues.

Best Practices

Practice Reason
Ensure agents change presence accurately Allows routing algorithms to adjust properly
Avoid frequent unnecessary status changes Prevents disruptions in routing calculations
Monitor queue routing performance Helps ensure interactions are distributed fairly
Educate agents on presence management Ensures routing behavior remains predictable
Align routing methods with operational goals Maintains consistent workload distribution

Example Scenarios

Scenario 1 – Agent Returns from Break

Agent changes status to Break
        ↓
Agent finishes break
        ↓
Agent sets presence to Available
        ↓
System resets routing score
        ↓
Agent re-enters queue routing fairly

Scenario 2 – Agent Logs Back into System

Agent logs out at end of shift
        ↓
Agent logs in for next shift
        ↓
Presence changes to Available
        ↓
Routing score reset
        ↓
Agent receives interactions based on current queue conditions

Scenario 3 – Preventing Queue Imbalance

Agent temporarily unavailable
        ↓
Agent changes presence status
        ↓
Agent returns to Available
        ↓
Routing score recalculated
        ↓
Queue maintains fair interaction distribution

Key Benefits

Benefit Explanation
Fair interaction distribution Prevents routing bias when agents return
Improved queue balance Helps maintain equitable workload
Accurate routing decisions Reflects current agent availability
Consistent queue performance Supports stable contact center operations
Better workforce management Ensures agents rejoin queues fairly

Genesys Cloud - How to - Schedules - Generate a schedule without forecast

Generate a Schedule Without Forecast (Genesys Cloud Workforce Management)

Summary

In Genesys Cloud Workforce Management (WFM), administrators and supervisors can generate a work schedule without using a forecast. This method creates agent schedules based on existing staffing requirements, manual planning, or predefined staffing rules, rather than relying on predicted interaction volume.

Generating a schedule without a forecast is useful when organizations need to quickly create schedules, manage small teams, handle temporary operations, or build schedules based on fixed staffing levels rather than forecasted demand.

Utilization

Use Case Description
Small contact centers Teams with stable staffing needs generate schedules manually
Temporary operations Used when forecasts are unavailable or unnecessary
Rapid schedule creation Supervisors create schedules quickly without forecast calculations
Fixed staffing models Organizations maintain constant agent coverage regardless of demand
Training or onboarding periods Scheduling agents during non-standard operational periods

Generating schedules without a forecast allows managers to maintain workforce coverage even when demand forecasting is not required.

Best Practices

Practice Reason
Verify staffing requirements before generating the schedule Ensures enough agents are assigned
Review agent availability and constraints Prevents scheduling conflicts
Apply consistent shift templates Helps maintain balanced work hours
Monitor operational metrics after scheduling Ensures coverage aligns with workload
Adjust schedules manually when necessary Maintains operational flexibility
Communicate schedule updates to agents Ensures staff are aware of their assigned shifts

Example Scenarios

Scenario 1 – Small Team Schedule Creation

Supervisor opens Workforce Management
        ↓
Supervisor selects scheduling period
        ↓
Supervisor generates schedule without forecast
        ↓
System assigns shifts based on staffing rules

Scenario 2 – Emergency Schedule Generation

Forecast data unavailable
        ↓
Supervisor generates schedule manually
        ↓
Agents assigned shifts based on availability
        ↓
Operations continue with temporary staffing plan

Scenario 3 – Fixed Coverage Model

Organization requires fixed staffing levels
        ↓
Supervisor generates schedule without forecast
        ↓
Agents assigned standard shifts
        ↓
Contact center maintains constant coverage

Key Benefits

Benefit Explanation
Faster schedule creation Schedules can be generated without forecast calculations
Operational flexibility Managers can manually control staffing levels
Useful for small teams Forecasting may not be necessary in stable environments
Simplified scheduling Reduces complexity when forecasting data is unavailable
Maintains workforce coverage Ensures agents are scheduled even without demand predictions

Genesys Cloud - How to - Contact Center - ACD Skills

Add an ACD Skill (Genesys Cloud)

Summary

ACD Skills in Genesys Cloud are attributes assigned to agents that allow the Automatic Call Distribution (ACD) routing engine to match interactions with the most qualified agents. Administrators create ACD skills to represent languages, product expertise, technical knowledge, or service specialties, and then assign proficiency levels to agents.

Adding an ACD skill enables skill-based routing, ensuring that customer interactions are delivered to agents who have the appropriate knowledge or capabilities to resolve the issue efficiently.

Utilization

Use Case Description
Skill-based routing Interactions routed to agents with the required expertise
Language support Calls routed to agents fluent in a specific language
Product specialization Customers connected with agents trained in certain products
Tiered support models Level 1, Level 2, or specialist support routing
Service segmentation Different teams handle specific customer categories

ACD skills allow organizations to improve routing accuracy and customer experience by matching interactions with qualified agents.

Best Practices

Practice Reason
Use clear and descriptive skill names Helps administrators easily identify skills
Limit unnecessary skills Prevents routing complexity
Assign accurate proficiency levels Improves routing precision
Regularly review skill assignments Ensures agents maintain appropriate qualifications
Align skills with queue requirements Ensures interactions reach the right agents
Train agents before assigning new skills Maintains service quality

Example Scenarios

Scenario 1 – Language-Based Routing

Customer calls support line
        ↓
IVR detects preferred language
        ↓
ACD routing evaluates agent skills
        ↓
Call routed to agent with matching language skill

Scenario 2 – Product Expertise Routing

Customer needs help with specific product
        ↓
Interaction routed to product support queue
        ↓
ACD engine matches required skill
        ↓
Agent with product expertise receives interaction

Scenario 3 – Tiered Support Escalation

Customer issue requires advanced troubleshooting
        ↓
Initial agent escalates interaction
        ↓
Routing evaluates advanced support skill
        ↓
Interaction routed to specialist agent

Key Benefits

Benefit Explanation
Improved routing accuracy Interactions reach agents with the correct expertise
Faster issue resolution Skilled agents handle relevant requests
Better customer experience Customers receive knowledgeable support
Efficient workforce utilization Skills help distribute interactions effectively
Scalable routing model Supports complex contact center operations

Genesys Cloud - How to - Outbound - SMS Campaign

Create SMS Campaign (Genesys Cloud)

Summary

An SMS Campaign in Genesys Cloud allows organizations to send outbound text messages to customers using a contact list and messaging campaign configuration. SMS campaigns are commonly used for notifications, reminders, marketing outreach, and customer engagement.

The campaign uses contact lists, messaging templates, and campaign rules to send messages to targeted recipients. Responses from customers can be routed back to agents or queues, allowing organizations to maintain two-way messaging communication.

SMS campaigns help businesses deliver timely updates and proactive communication through a widely used mobile channel.

Utilization

Use Case Description
Appointment reminders Send automated reminders to customers
Customer notifications Inform customers about service updates or changes
Marketing promotions Send promotional offers or announcements
Service alerts Notify customers about outages or maintenance
Customer engagement Enable two-way messaging with support teams

SMS campaigns enable organizations to reach customers quickly and efficiently through mobile messaging.

Best Practices

Practice Reason
Ensure customer consent before sending SMS Maintains regulatory compliance
Keep messages short and clear Improves readability and response rates
Use approved messaging templates Ensures consistent communication
Schedule campaigns at appropriate times Avoids contacting customers outside acceptable hours
Segment contact lists carefully Ensures messages are sent to relevant recipients
Monitor campaign performance Helps improve future messaging campaigns

Example Scenarios

Scenario 1 – Appointment Reminder Campaign

Organization prepares contact list
        ↓
SMS campaign created
        ↓
Reminder message template selected
        ↓
Campaign sends reminders to customers
        ↓
Customers receive notification on mobile devices

Scenario 2 – Promotional Outreach

Marketing team launches promotional campaign
        ↓
Contact list filtered for target audience
        ↓
SMS messages sent with promotion details
        ↓
Customers receive offer information

Scenario 3 – Two-Way Customer Engagement

Customer receives SMS notification
        ↓
Customer replies with question
        ↓
Interaction routed to messaging queue
        ↓
Agent responds to customer message

Key Benefits

Benefit Explanation
Rapid customer communication Messages delivered instantly to mobile devices
High engagement rates SMS typically has higher open rates than email
Two-way interaction capability Customers can respond directly to messages
Scalable communication Large groups of customers can be reached simultaneously
Integrated routing Responses can be handled through Genesys Cloud queues

Genesys Cloud - How to - Outbound - Agentless Campaign

The maximum number of outbound lines is influenced by several operational components:

Component Description
Telephony capacity Available SIP trunks or carrier channels
Dialing mode Predictive, Power, Progressive, or Agentless dialing
Agent availability Number of agents ready to handle calls
Campaign configuration Dialing rules and pacing settings
System limits Platform limits configured by Genesys Cloud
Compliance rules Regulations that restrict dialing behavior

Create Agentless Campaign (Genesys Cloud)

Summary

An Agentless Campaign in Genesys Cloud is an outbound dialing campaign that automatically delivers pre-recorded messages or notifications to contacts without requiring an agent to participate in the call. These campaigns are commonly used for broadcast notifications, reminders, alerts, and informational announcements.

Agentless campaigns use contact lists, dialing rules, and pre-recorded audio messages to communicate with customers at scale. Since no agent is involved, the system automatically plays the message when the call is answered.

This feature is commonly used in proactive customer communication strategies, especially when large numbers of customers must be contacted quickly.

Utilization

Use Case Description
Appointment reminders Automatically notify customers of upcoming appointments
Service outage alerts Inform customers about system outages or maintenance
Payment reminders Notify customers about pending or overdue payments
Emergency notifications Deliver urgent alerts to large customer groups
Marketing announcements Broadcast product updates or promotional campaigns

Agentless campaigns allow organizations to reach large audiences quickly without requiring agent participation.

Best Practices

Practice Reason
Ensure customer consent for automated calls Maintains regulatory compliance
Use clear and concise recorded messages Ensures customers understand the message
Verify contact list accuracy before launching campaign Prevents dialing incorrect numbers
Schedule campaigns during acceptable contact hours Avoids customer dissatisfaction
Monitor campaign results and call outcomes Helps evaluate campaign effectiveness
Avoid excessive campaign frequency Prevents customer frustration

Example Scenarios

Scenario 1 – Appointment Reminder Broadcast

Healthcare provider prepares contact list
        ↓
Administrator creates agentless campaign
        ↓
Pre-recorded appointment reminder selected
        ↓
System automatically dials contacts
        ↓
Customers receive reminder message

Scenario 2 – Service Outage Notification

Utility company experiences service outage
        ↓
Administrator launches agentless campaign
        ↓
Recorded alert message configured
        ↓
System calls affected customers
        ↓
Customers receive outage notification

Scenario 3 – Payment Reminder Notification

Billing department identifies overdue accounts
        ↓
Contact list created
        ↓
Agentless campaign configured with reminder message
        ↓
System delivers automated calls to customers

Key Benefits

Benefit Explanation
Scalable communication Large groups of customers can be contacted quickly
No agent involvement required Automated calls reduce workload on agents
Fast message delivery Notifications reach customers immediately
Operational efficiency Ideal for broadcast-style communications
Integrated campaign management Managed within Genesys Cloud outbound dialing framework

Create a skill expression group

Lab: Create a Skill Expression Group

Book: Genesys Cloud How-To → Groups, Users & Roles Reference page: Groups (People & Permissions) — Chapter 2: People & Access Navigation: Admin → Directory → Groups → Skill Expression tab

Before You Start

Requirement Why
ACD Skills must already exist in the org You can only build expressions against skills that have been created
Skills must be assigned to at least some users Otherwise the group will populate empty
Division decided You cannot change a group's division after creation

Step 1: Navigate to Groups

  1. Click Admin
  2. Under Directory, click Groups

Step 2: Access Skill Expressions

  1. Click the Skill Expression tab (next to the General tab at the top of the Groups page)
  2. Click Add Skill Expression Group

Step 3: Basic Configuration

Field Notes
Name Clear, descriptive name (e.g., "Level 3 VoIP Engineers", "Spanish Bilingual Agents")
Description Optional — explain the purpose or the skill logic being used
Division Select the division this group belongs to

Click Save.

Step 4: Build the Skill Expression Logic

  1. You are now on the group's Membership tab
  2. On the right side, click Build Skill Expression
  3. Click Add to create your first condition

Step 5: Define the First Condition

For each condition, configure three fields:

Field Options
Skill Type the ACD skill name (e.g., "SIP", "Spanish", "Troubleshooting")
Operator == Equal to / > Greater than / >= Greater than or equal to
Skill Level Proficiency level 1–5

Example: Spanish >= 3 → includes all agents with Spanish skill at level 3, 4, or 5

Step 6: Add Sub-Conditions (Optional)

To filter by multiple skills:

  1. Click Add again to add another condition
  2. Choose the logical connector:
    • AND — agent must meet all conditions
    • OR — agent must meet at least one condition
  3. Define the additional skill, operator, and level

Example multi-condition expression:

Spanish >= 3
AND
SIP >= 2

→ Only agents who have Spanish level 3+ AND SIP level 2+ are included

Example OR expression:

French >= 2
OR
Spanish >= 2

→ Agents who speak either French or Spanish at level 2+ are included

Step 7: Save

Click Save.

The group will now automatically populate with all agents whose ACD skill assignments match the expression. No manual member management required.

What Happens After Saving

Key Limits (Reference)

Limit Value
Max Skill Expression Groups per org 300
Max primary conditions per group 10
Max sub-conditions per primary condition 10

Troubleshooting

Issue Check
Group shows no members Verify the ACD skill name is spelled exactly as configured; verify agents have the skill assigned at the correct level
Group not updating after skill change Wait ~1 minute; skill expression groups do not update instantly
Cannot find skill in expression builder The skill may not exist yet — create it first under Admin → Contact Center → ACD Skills
Cannot manually add a member Expected behaviour — Skill Expression Groups are fully automatic; use a General Group if you need manual control

See Also