Which Genesys Cloud CX feature helps reduce wait time for each call?
Which Genesys Cloud CX feature helps reduce wait time for each call?
Automatic Call Distribution (ACD) helps reduce wait time for each call by dynamically matching customer interactions with the appropriate agents as quickly as possible. This ensures that calls are routed to the right person in an efficient and timely manner, thereby minimizing wait times for customers.
I believe the answer is A: https://help.mypurecloud.com/articles/about-interaction-routing/
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.
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.
why not WFM?
Answer is A
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.
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
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.