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Create a skill expression group

Step-by-Step:

Lab: CreatingCreate a Skill Expression Group

Navigate
Book: toGenesys Groups:Cloud GoHow-To to→ Groups, Users & Roles
Reference page: Groups (People & Permissions) — Chapter 2: People & Access
Navigation: Admin >→ Directory >→ Groups.Groups Access Skill Expressions:

    Click on the→ Skill Expression tab




Before You Start























RequirementWhy
ACD Skills must already exist in the orgYou can only build expressions against skills that have been created
Skills must be assigned to at least some usersOtherwise the group will populate empty
Division decidedYou cannot change a group's division after creation




Step 1: Navigate to Groups


    

  1. Click Admin
    2. 

  2. Under Directory, click Groups
    3. 





Step 2: Access Skill Expressions


    

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

  2. Click Add Skill Expression Group.Group
    3. 





Step 3: Basic Configuration:Configuration

Name:Typeaclear





















FieldNotes
NameClear, descriptive name (e.g., "Level 3 VoIP Engineers).Engineers", Description:"Spanish (Optional)Bilingual ExplainAgents")
DescriptionOptional — explain the purpose.purpose Division:or the skill logic being used
DivisionSelect the division this group belongs to.to



Click Save.Save.




Step 4: Build the Skill Expression Logic

(
    

  1. You are now on the group's Membership Tab):tab
    2. 

  2. On the right side of the Membership tab,side, click Build Skill Expression.Expression
    3. 

  3. Click Add to create your first condition.condition
    4. 





Step 5: Define the Criteria:First SelectCondition

Skill:
For each condition, configure three fields:











Operator:Choosearelational operator:

        

Select the proficiencyOptional:


FieldOptions
SkillType the name of the ACD skill name (e.g., SIP"SIP", or"Spanish", Troubleshooting)."Troubleshooting")




Operator
== (Equal to)to / > (Greater than)than / >= (Greater than or equal to)to

Skill Level:Level
Proficiency level (1–5).5



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




Step 6: Add Complexity:

    Click Add again to include a sub-conditionSub-Conditions (usingOptional)

AND/OR logic) if you want to
To filter by multiple skills.skills:

Finalize:
    

  1. Click Save.Add again to add another condition
    2. 

  2. Choose the logical connector:

      

    • AND — agent must meet all conditions
      • 

    • OR — agent must meet at least one condition
      • 

    

    3. 

  3. Define the additional skill, operator, and level
    4. 



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 anyall agents whowhose haveACD thoseskill assignments match the expression. No manual member management required.




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
    • 





Key Limits (Reference)























LimitValue
Max Skill Expression Groups per org300
Max primary conditions per group10
Max sub-conditions per primary condition10




Troubleshooting



























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




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 theirindividual profile.agents
    •

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