Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
To ensure that interactions are routed to the most qualified agent, the attributes that are most relevant are 'Languages' and 'Skills'. 'Languages' ensure that an agent can communicate effectively with the customer, and 'Skills' ensure that the agent has the necessary expertise to handle the interaction. These attributes are critical in determining the best match between the agent and the customer’s needs.
Languages and skills
It is A&C
It's A,C Genesys Cloud processes the interaction, choosing the most appropriate agent based on skills, language https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/