C is correct! You can benefit from the Automatic Call Distribution (ACD) feature of Genesys Cloud CX to get calls to the right people as quickly as possible.
skills-based routing can reduce the wait time for each call. Getting the call to the most appropriate available person on the first try
improves customer satisfaction
lowers employee frustration
leading to a better customer experience.
From the manual, Contact Center chapter 2:
Automatic Call Distribution – to get calls to the right people as quickly as possible
Skill based routing can reduce wait time
The correct answer is **C. Skill-based Routing**.
**Skill-based Routing** in Genesys Cloud CX helps reduce wait time for each call by directing the call to the most suitable agent based on their skills, ensuring that the caller is quickly connected to someone who can effectively address their needs.
ACD (automatic call distribution) is the contact center art and science of getting the right call to the right person as quickly as possible. Genesys Cloud ACD dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent.
ACD (automatic call distribution) is the contact center art and science of getting the right call to the right person as quickly as possible. Genesys Cloud ACD dynamically matches customer interactions and agents, processing and assigning interactions to the appropriate agent.
A voting comment increases the vote count for the chosen answer by one.
Upvoting a comment with a selected answer will also increase the vote count towards that answer by one.
So if you see a comment that you already agree with, you can upvote it instead of posting a new comment.
Fandangl3
Highly Voted 1 year, 10 months agorobertlin0928
Most Recent 1 month agobd7cc1e
1 month, 1 week ago_Superman_
6 months, 1 week agoKlintDwood
7 months, 3 weeks agoSGV94
11 months, 3 weeks agoDeeSells
1 year agoLouisNguyen
1 year, 2 months agosuresub2
1 year, 6 months ago