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!

Hi Ragheb,

I think your proposed architecture is already well aligned with Genesys Cloud best practices. Using ACD Skills, proficiency, Skill Groups, and Bullseye Routing for progressive expansion is the approach I would have considered as well.

While looking into your question, I also checked the documentation and asked the same question in the Ask Me Anything section of the Orchestrators Portal. One feature that might be worth evaluating is ACD Skill Expression Filters.

From what I found, Skill Expression Filters allow you to define dynamic skill expressions at the interaction level and update them while the interaction is waiting in queue by using Set Skill Expression Filters in an In-Queue Flow. This could reduce the need to create multiple queues just to represent different skill combinations or priorities.

That said, one important point is that ACD Skill Expression Filters are currently supported with Standard Routing (using All Skills Matching) and Predictive Routing, but not with Bullseye Routing. So if Bullseye is a hard requirement, your current design may still be the most appropriate approach.

I also found that Skill Expression Groups can be combined with Bullseye Routing to simplify queue membership and progressively expand the available agent pool while keeping the required skills intact.

My suggestion would be:

If Bullseye Routing is your primary requirement, your current design looks solid and I would try to minimize the number of queues unless there is a clear business reason (reporting, SLA, different routing logic, etc.).
If your priority is having dynamic skill combinations and changing skill requirements while the interaction is queued, it may be worth evaluating Standard Routing together with ACD Skill Expression Filters.

I hope this gives you another option to evaluate. I'd also be interested to hear how you end up implementing it.

References:

ACD Skill Expression Filters
https://help.mypurecloud.com/announcements/genesys-cloud-announces-support-for-acd-skill-expression-filters/

Evaluate Skill Expression Filters
https://help.mypurecloud.com/articles/evaluate-skill-expression-filters-action/

Set Skill Expression Filters
https://help.mypurecloud.com/articles/set-skill-expression-filters-action/

Orchestrators Portal
https://orchestrators.genesys.com/

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Raphael Poliesi
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