Genesys Cloud - Main

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.

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.

Thanks Phaneendra - both two ways better compare make sure results will be accurate - looking for a native reporting/analytics view that identifies skills not currently assigned to any agents. and looking for a programmatic/API-based approach to retrieve info.

HI Raja ,

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"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 skills were used, including by using data filters such as today, yesterday, last 7 days, last 30 days, last 3 months, etc.

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Analytics > Analytics Workspace > Skills Performance: 

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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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Agree with Kaio, if the goal is to identify skills that are not associated with any agents, an API-based approach would likely be the most reliable option.

Hi Kaio - I'll try Analytics > Analytics Workspace > Skills Performance. thanks for sharing info.

Hello @Raja Sridhar Nagella

As Kaio said, the API approach could help you.

I would first separate two concepts here: "unused skills" and "skills in an Unassigned division" are not necessarily the same thing.

If the goal is to find routing skills that exist in the org but are not assigned to any user, I don't think there is a native report for that. 

The general approach would be to get all routing skills with GET /api/v2/routing/skills, then get users and their assigned skills, either with GET /api/v2/users?expand=skills or by looping through users and calling GET /api/v2/users/{userId}/routingskills.

After that, build a list of all skill IDs assigned to at least one user. Any skill from the full routing skills list that does not appear in that assigned list can be considered unused from a user-assignment perspective.

I would just be careful with cleanup decisions. A skill may not be assigned to any user today, but it could still be referenced in Architect flows, outbound configuration, templates, onboarding processes, or future routing design. Also, if a skill is used for routing but no eligible agent has that skill, the interaction will not find a matching agent unless there is fallback logic.

So, for reporting, compare all skills versus user-assigned skills. For cleanup: also validate dependencies and business purpose before deleting or changing anything.

Thanks Arthur - but if using the general approach would be to get all routing skills with GET /api/v2/routing/skills, then get users and their assigned skills, either with GET /api/v2/users?expand=skills or by looping through users and calling GET /api/v2/users/{userId}/routingskills. is there any possible full list details for all users with skills from org? Just curious. 

Also is there any possible show the last activity and date on each skill, i.e. When was skill added, used, removed, still active, etc.,