Hello - During the day we may reskill (add or remove a skill) agents to handle a certain work type depending on what's happening in the moment. Is the only way to automate in Genesys resetting their skills back to what they were origionally? OR is the only way to manually recall what was changed and then add it back the next day or when needed? 

I've used other systems that ran an overnight job to reskill everyone back to what we had as their baseline skills, which would override any day-of skilling edits and start the next day with the correct skills. Does that exist in Genesys?
#Genesys Cloud CX
#Workforce Engagement Management
#WorkforceManagement
#Scheduling

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Shannon Hellner
Paycor, Inc.
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Hi Shannon - I've worked in similar environments but it doesn't look like it's possible out of the box with Genesys. I am following another recent conversation regarding this same issue, it's worth a look. Here's a link to other thread: https://community.genesys.com/discussion/queues-skill-language-resets#bma239561f-ab45-4bc6-b88e-6aed2b11375e

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Raymond Hicks
Sutter Health
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Original Message:
Sent: 12-08-2022 14:40
From: Shannon Hellner
Subject: Automated reskilling after manual skilling edit (add/removal)

Hello - During the day we may reskill (add or remove a skill) agents to handle a certain work type depending on what's happening in the moment. Is the only way to automate in Genesys resetting their skills back to what they were origionally? OR is the only way to manually recall what was changed and then add it back the next day or when needed?

I've used other systems that ran an overnight job to reskill everyone back to what we had as their baseline skills, which would override any day-of skilling edits and start the next day with the correct skills. Does that exist in Genesys?
#Genesys Cloud CX
#Workforce Engagement Management
#WorkforceManagement
#Scheduling

------------------------------
Shannon Hellner
Paycor, Inc.
------------------------------

Thank you Raymond!

------------------------------
Shannon Hellner
Paycor, Inc.
------------------------------

Original Message:
Sent: 12-09-2022 16:36
From: Raymond Hicks
Subject: Automated reskilling after manual skilling edit (add/removal)

Hi Shannon - I've worked in similar environments but it doesn't look like it's possible out of the box with Genesys. I am following another recent conversation regarding this same issue, it's worth a look. Here's a link to other thread: https://community.genesys.com/discussion/queues-skill-language-resets#bma239561f-ab45-4bc6-b88e-6aed2b11375e

------------------------------
Raymond Hicks
Sutter Health

Original Message:
Sent: 12-08-2022 14:40
From: Shannon Hellner
Subject: Automated reskilling after manual skilling edit (add/removal)

Hello - During the day we may reskill (add or remove a skill) agents to handle a certain work type depending on what's happening in the moment. Is the only way to automate in Genesys resetting their skills back to what they were origionally? OR is the only way to manually recall what was changed and then add it back the next day or when needed?

I've used other systems that ran an overnight job to reskill everyone back to what we had as their baseline skills, which would override any day-of skilling edits and start the next day with the correct skills. Does that exist in Genesys?
#Genesys Cloud CX
#Workforce Engagement Management
#WorkforceManagement
#Scheduling

------------------------------
Shannon Hellner
Paycor, Inc.
------------------------------