Genesys Cloud – ACD skill expression filters support

In a future release, Genesys Cloud will introduce ACD skill expression filters that allow administrators to define agent selection criteria for individual interactions. 

With ACD skill expression filters, administrators can define logical expressions that combine ACD skills, language skills, and proficiency levels, and then apply them to a specific interaction before it is assigned to an agent. The system evaluates the expression at assignment time and filters the eligible agents within the queue accordingly.

What this feature does

• Applies skill expressions at assignment time to filter eligible agents for a specific interaction
• Supports logical expressions that combine ACD skills, language skills, and proficiency levels
• Allows administrators to add, update, or remove skill expressions while an interaction waits in the queue
• Validates expressions through Architect and public APIs before assignment

How this differs from group skill expressions

• Group skill expressions define queue membership
• ACD skill expression filters apply only at assignment time for a specific interaction
• Existing group skill expression functionality remains unchanged

Why this is useful

Enterprise organizations with complex routing requirements often create many queues or skill groups to represent different combinations of skills, languages, regions, or intents. This approach increases configuration overhead and makes ongoing changes more difficult.

With ACD skill expression filters, administrators can target agents more precisely for each interaction without creating more queues. This enables:

• More granular agent targeting per interaction
• Routing adjustments based on evolving requirements while the interaction waits in the queue
• Reduced operational overhead compared with static queue combinations

Configuration and compatibility

Administrators can configure skill expressions in Architect via the Transfer to ACD action in inbound flows and the Set Skills action in in-queue flows. Public APIs and supported third-party integrations can also manage skill expressions.

This feature supports standard routing when the queue evaluation method is set to “All skills matching” and predictive routing when the “Use skills matching” toggle is enabled.

No new permissions are required. Users with existing Architect flow editing permissions and appropriate queue permissions can configure and manage skill expressions.