Genesys Cloud - Main

Good afternoon. I know from the documentation that a Skills Based Campaign requires the All Skills Matching, and therefore ignores skill proficiency. But I'm wondering... I I set a pre call rule on something universal, like time of day > 4am, and  then use the action  Route Call Based on Skills, with the queue set to Best Available Skill, would I then functionally be using the skill proficiency to identify the best agent? Has anyone had success with this?

Thanks,

#Outbound

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Stephen Edwards
Results CX
Sr Director
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Complicated question.... in practice that approach can work as a workaround, but there are a few nuances to be aware of.

You're correct that Skills-Based Campaigns require All Skills Matching, which means skill proficiency is ignored during the agent selection process. As long as the agent has the required skill, they are eligible, regardless of proficiency level.

What you are proposing essentially changes who performs the routing decision:

-The campaign itself still uses All Skills Matching just to determine which agents are eligible to receive the call.a

-Your Pre-Call Rule would then invoke Route Call Based on Skills and send the interaction to a queue configured with Best Available Skill.

When the routing decision happens at the queue level, Genesys Cloud does consider skill proficiency (along with factors like agent availability and routing method). So in that stage, the platform can prioritize agents with higher proficiency.

However, there are a couple of practical considerations:

-The campaign still determines the initial agent pool, so if the campaign skill filter is broad, more agents will receive the call attempt before it gets routed.

-Depending on campaign configuration, this can introduce additional routing hops, which may slightly affect dialing efficiency.

-Monitoring becomes a bit more complex because the campaign assignment and the queue routing decision are happening in different stages.

So while this pattern doesn't change the fundamental behavior of Skills-Based Campaigns, it can effectively allow skill proficiency to influence the final agent selection through queue routing.

I've seen (I didn't follow it.) similar designs used when teams want more granular control over proficiency without abandoning skills-based dialing, but it's definitely worth testing carefully in a lower environment to ensure the campaign pacing and routing behavior remain acceptable.

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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.

Original Message:
Sent: 04-07-2026 13:36
From: Stephen Edwards
Subject: Skills Proficiency on Outbound

Good afternoon. I know from the documentation that a Skills Based Campaign requires the All Skills Matching, and therefore ignores skill proficiency. But I'm wondering... I I set a pre call rule on something universal, like time of day > 4am, and  then use the action  Route Call Based on Skills, with the queue set to Best Available Skill, would I then functionally be using the skill proficiency to identify the best agent? Has anyone had success with this?

Thanks,

#Outbound

------------------------------
Stephen Edwards
Results CX
Sr Director
------------------------------