Managing Skills

Calls are routed to agents based on skills that identify the agent's areas of expertise. To assign skills to agents, see Assigning Roles, Skills, or Numbers.

To create and edit skills:

1. In the Genesys Cloud Connect app, click Setup > Skills.
2. Click Add for a new skill group; to edit an existing skill group, click its name.
3. Edit the Name and Description fields.
4. Click Save to return to the Skill Groups list.

To delete skills:

1. On Setup > Routing click Edit to view your current routing template and ensure that the skill you want to delete is not in use. If it is, choose a different skill or queue.
2. On Setup > Skills click Edit for the skill you want to remove and then click the Delete Skill link. If the skill is being used in your routing template you'll receive a warning message.