Modify ACD Skills

Brief Description

This workflow describes the steps for a user to modify a users’ ACD (Automatic Call Distribution) skills proficiency rating, as well as adding and deleting skills in the Genesys system.

Select the People link.

Select the desired user.

Select the ACD Skills tab.

Proficiency Rating Settings

Select the proficiency rating for the desired skill. Zero stars is the lowest rating and five stars is the highest.

Select the Save button.

Assigning a Skill

Select the Select Skill field.

Select the desired skill from the drop-down menu.

Unassigning a Skill

Select the Delete button next to the skill you want to unassign.

Select the Save button once you have completed all of your changes.

Video Walkthrough