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  • 1.  QQ: How to get unassigned/unused skills for users (agents) from Genesys Cloud Org?

    Posted 5 hours ago

    QQ: How to get unassigned/unused skills for Users (Agents) from Genesys Cloud Org? 

    The reason / Business Case:

    In Genesys Cloud, "unassigned/unused skills" generally refer to routing skills or languages defined in your organization's configuration but not currently applied to any specific agent. They serve several critical administrative and routing purposes:

    • Future-Proofing & Templates: Administrators create and maintain these skills globally so they are ready to be assigned as new agents are onboarded.
    • Architect Flow Routing: Inbound calls or digital interactions can be routed directly to specific queues based on these unassigned skills using Architect flows (e.g., matching a customer's menu selection to a backend skill without needing an agent to have it).
    • Outbound Campaign Matching: Skills-based dialing campaigns query and match available data records (contacts) against these global skills before routing outbound calls to any matching agents in the system.
    • Skill Divisions: In organizations that use structural divisions, skills not assigned to a specific division fall into the "Unassigned" division, helping administrators organize contact center hierarchies.

    #Reporting/Analytics

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    Raja Sridhar Nagella
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  • 2.  RE: QQ: How to get unassigned/unused skills for users (agents) from Genesys Cloud Org?

    Posted 4 hours ago

    Hi Raja,

    Just looking to clarify the requirement a little further.

    Are you looking for a native reporting/analytics view that identifies skills not currently assigned to any agents, or are you looking for a programmatic/API-based approach to retrieve them?

    The answer may differ depending on whether you're after a reporting solution or an administrative inventory of skills.



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    Phaneendra
    Technical Solutions Consultant
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  • 3.  RE: QQ: How to get unassigned/unused skills for users (agents) from Genesys Cloud Org?

    Posted an hour ago

    HI Raja ,

    -

    "IF" there is a way to retrieve skills that are not associated with any agent, it will only be through an API.

    But natively, without an API, you can find out which authorizations were used, including by using data filters such as today, yesterday, last 7 days, last 30 days, last 3 months, etc.

    -

    Analytics > Analytics Workspace > Skills Performance: 

    -

    I hoje this help you



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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