When proficiency is scored, Genesys Cloud considers ACD skill and language skill proficiency together.
Checked 2026-09-30
- Vendor
- Genesys
- Product
- Genesys Cloud CX
- Subsystem
- evaluation methods
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Checked
- 2026-09-30
Sources
- Routing and evaluation methods — Genesys · tier 2 current vendor documentation · Evaluation methods; Best available skills notes
Cite this note
APA
WarmTransfer. (2026, September 30). Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-proficiency-lang-and-acd. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-proficiency-lang-and-acd
BibTeX
@misc{warmtransfer-claim-genesys-cloud-queue-setup-proficiency-lang-and-acd,
title = {Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-proficiency-lang-and-acd},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-proficiency-lang-and-acd},
note = {Source note genesys-cloud-queue-setup-proficiency-lang-and-acd, checked 2026-09-30}
}