We're excited to share an upcoming enhancement to Genesys Cloud that will provide division-based access control for ACD Skills, helping organizations better secure and manage skill visibility across their business.
Why this matters
Today, users with the appropriate permissions can view and manage ACD skills regardless of the division to which those skills belong. For organizations that need stronger segmentation of resources and data, this can create challenges.
Many customers, organisations supporting multiple business units, and enterprises with strict data isolation requirements, need greater control over who can view and manage specific skills.
For example, skill names can sometimes contain sensitive operational or business information. Organizations that support multiple customers or brands may need to ensure that users can only see skills relevant to the divisions they are authorized to access.
What's coming
With this enhancement, administrators will be able to:
- Assign ACD skills to specific divisions
- View and manage the division associated with a skill
- Filter skills by division
- Restrict visibility and management of skills based on divisional access
Users will only be able to view, search for, and manage skills that belong to divisions included in their scoped roles, helping organizations align skill access with their existing division strategy.
Snapshot
Add Division
Skills list view
Availability
Division-based access control for ACD Skills is currently in the final stages of development and is expected to be available in on or after 29 June 2026.
We'll share additional details, documentation, and release notes as we get closer to general availability.
Stay tuned for more updates!
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Ananya Singh
Senior Product Manager
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