Genesys Cloud - Main

Hello everyone,

I'm currently designing a skills-based routing solution in Genesys Cloud and would like to get feedback from the community to confirm whether I'm following the right approach or if there is a better design.

Business requirement

• Route calls to agents based on one or more ACD skills.
• If no matching agent is available after a defined delay, progressively expand the search to agents with additional skills while keeping the original routing priority.
• Depending on the business scenario, the same skills may be primary in one case and secondary in another.

Based on the Genesys Cloud documentation and my review of the product configuration, my current design is the following:

1. Create the required ACD Skills.
2. Assign these skills to agents using a 5-star proficiency rating.
3. Create Skill Groups to simplify the management of agent assignments and queue membership.
4. Configure queues using Bullseye Routing to progressively expand the search to additional skills after configurable time intervals.
5. Update all Transfer to ACD actions in Architect, since this is where the required skills are assigned to the interaction. As far as I understand, there is no Architect action that allows modifying the skills after the interaction has already been transferred to the queue.

One limitation I identified is that Transfer to ACD only specifies the required skills, not their priority. Because of this, I believe I may need to create multiple queues for scenarios where the same skills are used but with different priority orders.

My questions are:

• Does this architecture align with Genesys Cloud best practices?
• Is creating multiple queues the recommended approach when the skill priority changes depending on the business scenario?
• Is there a better or more scalable design that I may have overlooked?
• Are there any Architect features or routing capabilities that could simplify this implementation?

Any feedback or real-world experience would be greatly appreciated.

Thank you!