Skill palette

The Genesys package offers a palette of actions to detail and access the skills of agents.

Skill 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:


Action	Description
Add user routing skills	Attribute routing skills to a user. Enter a unique user ID for the Internal user ID. Enter the Skill ID that is to be added to the user. Enter the user's skill Proficiency with a value of 0-5. Zero is low proficiency. Enter the Session name for your changes to the repository.
Bulk-add routing skills	Add multiple routing skills to a single user. Select how the skill dataset will be entered. If using a Table: Click Edit table to create your table. Enter the data in 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 data of the first, second, and third columns to map the corresponding User ID, Skill ID, and Skill proficiency of your dataset. Enter the Session name for your changes to the repository. Optionally, Choose a variable where the outcome data will be saved.
Bulk-replace routing skills	Replace multiple routing skills for a single user. Select how the skill dataset will be entered. If using a Table: Click Edit table to create your table. Enter the data in the cells for your table. If using Variable, then select the established variable of the data to be replaced. Select the proper data of the first, second, and third columns to map the corresponding User ID, Skill ID, and Skill proficiency 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/search routing skills	Retrieve a list of routing skills. Optionally, enter a Skill name for the list. Enter the Session name for your changes to the repository. Choose a variable where the outcome data will be saved.
List user's routing skills	Retrieve a list of user's routing skills. Enter a 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.
Remove user routing skills	Remove routing skills for a user. Enter a unique user ID for the Internal user ID. Enter the Skill ID that you want to remove. Enter the Session name for your changes to the repository.

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