The Genesys package offers a palette of actions to detail and access the skills of agents.
Skill action palette for Genesys
Genesys allows for defining Automatic Call Distribution (ACD) and profile-based skills for agents. An ACD skill routes each contact to the available agents who can best meet the contact's needs. Profile skill data becomes keywords for advanced searches and parameters for creating groups and can also be used by the Workforce Management capabilities to create schedule scenarios. The Genesys package includes the following skill actions:
|Add user routing skills||Attribute routing skills to a user.
|Bulk-add routing skills||Add multiple routing skills to a single user.
|Bulk-replace routing skills||Replace multiple routing skills for a single user.
|List/search routing skills||Retrieve a list of routing skills.
|List user's routing skills||Retrieve a list of user's routing skills.
|Remove user routing skills||Remove routing skills for a user.