Which of the following attributes ensure that the interactions are routed to the most qualified agent?

Which of the following attributes ensure that the interactions are routed to the most qualified agent?

(Choose two.)
A . Languages
B . Medians
C . Skills
D . Index Ratings
E . Knowledge levels

View Answer

Answer: A, C

Explanation:

The attributes Languages and Skills are essential in ensuring that interactions are routed to the most qualified agent in Genesys Cloud CX.

Languages: This attribute ensures that interactions are routed to agents who can communicate in the customer’s preferred language, enhancing the customer experience by providing language-appropriate service.

Skills: This attribute ensures that the interaction is handled by an agent who has the necessary skills to resolve the customer’s issue effectively. Skills might include technical expertise, product knowledge, or specific customer service abilities.

These attributes are crucial in ACD (Automatic Call Distribution) configurations, where the goal is to match customers with agents who are best equipped to meet their needs.