Predictive routing filters agents on required language skills always and on non-language ACD skills only when Skill matching is enabled.
Checked 2026-09-30
Filters the list for required agent language skills and non-language ACD skills (if Skill matching is enabled).
- Vendor
- Genesys
- Product
- Genesys Cloud CX
- Subsystem
- predictive routing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Checked
- 2026-09-30
Sources
- Agent selection process — Genesys · tier 2 current vendor documentation · Agent selection steps; filter step
Cite this note
APA
WarmTransfer. (2026, September 30). Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-predictive-skill-matching. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-predictive-skill-matching
BibTeX
@misc{warmtransfer-claim-genesys-cloud-queue-setup-predictive-skill-matching,
title = {Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-predictive-skill-matching},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-predictive-skill-matching},
note = {Source note genesys-cloud-queue-setup-predictive-skill-matching, checked 2026-09-30}
}