Configure and retrieve Genesys Cloud routing queues and associated skills via the Routing API

Steps

1. Authenticate with a Bearer token with routing permissions; queue and skills management requires appropriate Admin or Supervisor roles.
2. Create a queue by POSTing to /api/v2/routing/queues with a body specifying name, division, mediaSettings for each channel (voice, chat, email), and the desired acwSettings (after-call work timeout).
3. Create routing skills by POSTing to /api/v2/routing/skills; each skill has a name and is account-scoped, not queue-scoped.
4. Assign skills to agents by POSTing to /api/v2/users/{userId}/routingskills with a skill ID and proficiency level (numeric value on a defined scale).
5. Associate required skills with a queue by PATCHing the queue resource to include skill expressions; or configure the routing rule within the queue's routing method settings to express skill requirements for interactions.
6. List queue members with their skills via GET /api/v2/routing/queues/{queueId}/members and use the page parameter; the API returns up to 500 members per page as of recent platform updates.