Genesys Cloud - Main

Here is the use case. In an Org we have 5 divisions. Two of those divisions have/need a "Claims" skill to manage their teams. Would both of those Divisions use the "Same" Org level "Claims" Skill in their Skill Based Routing setup's OR would we want to build two "Claims" Skills (one "Business1_Claims" and one "Business2_Claims" so that there is no confusion in agent skilling/abilities.

#ArchitectureandDesign

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Kim Holbrook
Optum Technology, Inc
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Hi Kim,

That would mostly be up to personal preference.

For reporting there are benefits with different skills for each division since you can use that for filtering.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Thank you for the reposne.  Are you aware if there are any skill limits per organziation - e.g. 5000 skills per org? 

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Kim Holbrook
Optum Technology, Inc
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Original Message:
Sent: 05-25-2023 10:19
From: Jan Heinonen
Subject: Skills across Divisions

Hi Kim,

That would mostly be up to personal preference.

For reporting there are benefits with different skills for each division since you can use that for filtering.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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