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  • 1.  Allow Agents to change an ACD Routing Skill

    Posted 09-22-2023 11:10
    I have a use case to allow agents to update the proficiency on a specific skill without giving them rights to other data items associated on their Admin/People user id.
    This is not a feature we would invoke from an ACD call flow.
    I do not have the resources to develop or host an external solution. I can only use the resources in Genesys Cloud. 
    Perhaps this is a widget or integration the user can execute from the Genesys UI to invoke a PureCloud data action that invokes the POST/api/v2/users/{userId}/routingskills API.
    The Genesys user interface has a feature that allows agents to Activate Queues. If the interface had something like that for skills, that would meet my needs.

    Thank you in advance for any advice or suggestions.



    David Martinez
    Motorola Solutions Inc

  • 2.  RE: Allow Agents to change an ACD Routing Skill

    Top 25 Contributor
    Posted 09-23-2023 21:14

    Hey David, 

    I've done this for one of my teams - This is all done by using the Genesys Cloud APIs, though is technically hosted elsewhere. It is embedded within the Genesys environment for the agents to use though. You could also do this in the agent scripting section - the only downside here is that the agent needs to be on a current interaction to allow them to access it, which is why we host externally. 

    Lawrence Drayton
    Prvidr Pty Ltd

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