Language palette

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:


Action	Description
Add routing language	Add a routing language to a user. Enter a unique user ID for the Internal user ID. Enter the Language ID that is to be added to the user. Enter the user's language Proficiency with a value of 0-5. Zero is low proficiency. Enter the Session name for your changes to the repository.
Bulk-add routing languages to user	Attribute multiple users with languages. Select how the dataset will be entered. If using a Table: Click Edit table to create your table. Enter the data of the cells for your table. If using Variable, then select the established variable of the data to be added to the user. Select the proper ID of the first, second, and third columns to map the corresponding User, Role, and Division IDs of your dataset. Enter the Session name for your changes to the repository. Optionally, Choose a variable where the outcome data will be saved.
List user's routing languages	List the languages attributed to a user. Enter the unique user ID for the Internal user ID. Enter the Session name for your changes to the repository. Choose a variable where the outcome data will be saved.
List all routing languages	List all the supported languages. Enter the Session name for your changes to the repository. Choose a variable where the outcome data will be saved.
Remove routing language from user	Remove an attributed language from a user. Enter the unique user ID for the Internal user ID. Enter the Language ID to be removed. Enter the Session name for your changes to the repository.

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