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  • 1.  Agents must have the ability to dynamically update their profile with a specific skill

    Posted 12-23-2025 03:48

    Hello

    We have the folloving Requirement: Manual Skill Injection / Queue Entry.

     Description: Agents must have the ability to dynamically update their profile with a specific skill tag during an active session. This 'on-the-fly' assignment will allow the ACD (Automatic Call Distributor) to include the agent in the expanded search logic once the predefined overflow or wait-time thresholds are met.

    How we can implemet  this ?

    Thank you in advance

    Anna


    #Implementation
    #PredictiveEngagement/Routing

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    Anna Mazor

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  • 2.  RE: Agents must have the ability to dynamically update their profile with a specific skill

    Posted 12-23-2025 12:59

    Olá @Anna Mazor, saudações do Brasil!

    Quando diz "sessão ativa", se refere a uma interação ou o fato do usuário estar logado na plataforma? O que você pode fazer, se entendi direito, é associar a fila e os skills, em seus respectivos valores, e permitir que o próprio colaborador possa ativar ou desativar suas filas, como neste exemplo:

    Hoje, tenho operação onde o colaborador por estar associado a fila, porém, inativo nela. Assim, não preciso me preocupar em associar ou desassociar filas nos agentes: ele mesmo pode ativar/desativar sua fila. 

    Veja um pouco mais aqui: Queue activation - Genesys Cloud Resource Center



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    Fernando Sotto dos Santos
    Consultor Grupo Casas Bahia
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    Original Message


  • 3.  RE: Agents must have the ability to dynamically update their profile with a specific skill
    Best Answer

    Posted 12-23-2025 14:02

    Hello Anna,

    I'm not sure if there is an easy way to do this on the agent's side. Agents would need the following permission:

    • Routing > Skill > Assign permission

    However, this would allow them to assign or remove skills to anyone via Menu > People and Permissions > People Directory.

    The best would be to assign the agents with skills and proper ratings and routing based on those criteria. If need be, a supervisor could manually route an interaction to specific agents as well. 



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 4.  RE: Agents must have the ability to dynamically update their profile with a specific skill

    Posted 12-24-2025 07:50

    Hi

    What I mean is that during certain times of the day (e.g., morning hours) there are representatives who are defined as "on duty" and they will receive calls, even if it is not their turn.
    In the pre-implementation system, the idea was to create an "on duty" SKILL and a representative could associate themselves with this SKILL (a special button).
    We are looking for a way to implement something similar in GCX



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    Anna Mazor
    CEO
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    Original Message


  • 5.  RE: Agents must have the ability to dynamically update their profile with a specific skill

    Posted 12-24-2025 17:14

    We had a similar request @Anna Mazor, and were told to add it as an enhancement request (idea): https://genesyscloud.ideas.aha.io/ideas/INB-I-1419



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


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