- Routing > Skill > Assign permission assigned to any user role
Add an ACD スキル or language skill to a user to ensure that PureCloud considers it when processing interactions, choosing the most appropriate agent based on ACD skills and language. Along with the skill, skill ratings note the concept of proficiency, or the level of capability or knowledge with the skill. Assign languages and ACD skills on a per-user basis. Languages are separate from ACD skills because in instances when an agent speaks the same language as a customer, the agent can be used to answer a call, regardless of ACD skill; however, an agent that cannot speak the language of the customer does not receive that call, regardless of ACD skill.