The Genesys package offers a palette of actions to detail languages for call-routing purposes.

Language palette for Genesys

Languages are separate from Automatic Call Distribution (ACD) skills. For example, Genesys Cloud will prioritize an agent that speaks the language requested by the customer over an agent who is more skilled but cannot speak the requested language. An agent that cannot speak the language of the customer does not receive that interaction regardless of ACD skill.

Attributing users with languages empowers your team to handle diverse calls with effective communication. The Genesys package includes the following language actions:

ActionDescription
Add routing language Add a routing language to a user. Add routing language action
Bulk-add routing languages to user Attribute multiple users with languages. Bulk-add routing languages to user action
List user's routing languages List the languages attributed to a user. List user's routing languages action
List all routing languages List all the supported languages. List all routing languages action
Remove routing language from user Remove an attributed language from a user. Remove routing language from user action