# Genesys Cloud - How to - Contact Center - ACD Skills

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## 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**.

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## 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

```text
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

```text
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

```text
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           |

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