Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)
Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)
Genesys Cloud CX ACD assigns interactions to the most appropriate agent available by considering specific attributes. Language skills are used to ensure that the agent can effectively communicate with the customer. ACD skills determine the agent's ability to handle the specific type of interaction based on their training and experience. Additional attribute ratings are important as they can include various factors that contribute to an agent's suitability for handling certain interactions, such as their skill level, responsibility, or other characteristics deemed relevant.
I think it should be ACD
It's A,C,D but for me the question is incomplete as there are two cases : - agent surplus : Genesys choosing the most appropriate agent based on skills, language, and the amount of time since the last interaction an agent handled - interaction surplus : Genesys Cloud chooses the appropriate interaction based on an agent’s skills, language, and the amount of wait time for the interaction https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
ACD transfer actions in Architect allow for ACD skills, language, and 'preferred agent' attributes to be applied. "Preferred agents are agents that you select to handle interactions based on characteristics you determine, such as skill level, responsibility, or customer relationships" I think that qualifies as 'B' - Additional attribute ratings. Answer should be A,B,C. Time since last interaction is part of routing selection, but doesn't necessarily mean the 'best' agent, at least from the customer perspective.
it should be ABC
I think BCD
I believe it is ACD.
Genesys Cloud procesa la interacción, eligiendo el agente más apropiado según sus habilidades, idioma y la cantidad de tiempo desde la última interacción que manejó un agente.
Genesys Cloud processes the interaction, choosing the most appropriate agent based on skills, language, and the amount of time since the last interaction an agent handled.