Genesys Cloud - Main

Hi, Does anyone know how to do skill expression-based routing?

For example, I want to send email A to the agent who has the skill  "TestA>2". Proficiency level should not be less than 2
Email B to the agent who has skill "TestB" proficiency level should be 1 only.

#DigitalChannels
#Routing(ACD/IVR)

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Shiva Gupta
Global Technology Solutions, LLC
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I don't think that is how Genesys skill routing is intended to be used. Just looking at the three routing methods available in Cloud
"All Skill matching" , "Best available skills", "Disregard Skills, next agent"
Only "Best available skills" considers the skill proficiencies, and that is highest to lowest, but not exclusive like what you are requiring.

I would just use separate skills in that scenario, since if some emails should only go to agents with "TestA>2" then those agents have a certain skill set the agents with 2 or lower in your current skill do not have, so to me that sounds like a separate skill that you would create and use, maybe still using the same queue though.

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Anton Vroon
KiwiBank
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