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. Add user routing skills action
Bulk-add routing skills Add multiple routing skills to a single user. Bulk-add routing skills action
Bulk-replace routing skills Replace multiple routing skills for a single user. Bulk-replace routing skills action
List/search routing skills Retrieve a list of routing skills. List/search routing skills action
List user's routing skills Retrieve a list of user's routing skills. List user's routing skills action
Remove user routing skills Remove routing skills for a user. Remove user routing skills action