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  • 1.  Planning Group Skill Missing

    Posted 06-06-2025 17:25
    No replies, thread closed.

    Good afternoon, everyone.  I'm very new to Genesys configuration and am running into an issue when trying to set up a Planning Group for one of our queues.  I'm able to select the correct Service Goal, Queue, and Language, but the ACD Skill used with it isn't available in the Skill Set box.  I checked interactions on the queue and confirmed the correct skill ID is showing and confirmed an Agent is showing with the Skill in the Workforce Management Configuration.  Am I missing a setting somewhere to allow the Skill to show in the Planning Group setup?  Thanks for any help you can give!


    #WFMConfiguration,BestPractices
    #Workforce Management

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    James Allen
    IT
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  • 2.  RE: Planning Group Skill Missing

    Posted 06-09-2025 03:35
    No replies, thread closed.

    The only scenario I can think of is where the skill has been replaced. As skills can't be edited, it may have been deleted, and recreated with a new naming format. Just a guess, but keen to find out the answer to this one. 



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    Heather Henderson
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  • 3.  RE: Planning Group Skill Missing

    Posted 06-10-2025 10:51
    No replies, thread closed.

    The sill was only created once and hasn't been deleted.



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    James Allen
    IT
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    Original Message


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