We are attempting to map our legacy PureConnect skill groups over to Genesys Cloud ACD skills.
In our previous Zendesk-to-GC migration, we used a massive Excel spreadsheet to map the tags to skills before importing them via the API. PureConnect’s skill structure is much more rigid. What is the best practical strategy for mapping hundreds of IC skill groups to GC without breaking the routing logic during the cutover?
When you execute this mapping, ensure that your new Genesys Cloud skill names align perfectly with your speech analytics topics.
If you rename your skills during the migration (e.g., changing ‘Support_Tier_1’ to ‘Technical_Support’), you must update the keyword spotting and acoustic models in your sentiment calibration engine. We lost a month of valuable topic detection data because our precision/recall models were looking for the old legacy skill names.
If you use any custom browser extensions to assist agents with skill tagging, you will need to update those immediately.
We had a Chrome extension that read the active DOM to determine which skill the agent was logged into. After the migration, the extension broke because the HTML element IDs and the underlying GC API UUIDs for the skills completely changed. Check your extension’s background service worker logs and ensure the fetch requests are pointing to the new skill IDs.