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

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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

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Step 1: Navigate to Groups

1. Click Admin
2. Under Directory, click Groups

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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

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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.

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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

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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

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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

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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.

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What Happens After Saving

• Membership updates approximately 1 minute after any agent's skills change
• New agents assigned the matching skills are automatically added
• Agents whose skills drop below the threshold are automatically removed
• Membership is read-only — you cannot manually add or remove members from a Skill Expression Group

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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

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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

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See Also

• Groups (People & Permissions) — full reference including group types, limits, and general group creation
• Lab: Create a Queue — assigning skill expression groups to queues as members
• User Profile Management — where ACD Skills are assigned to individual agents