Genesys Cloud Certified Professional – Administrator — Question 15

Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)

Answer options

• A. Languages
• B. Intent of Call
• C. Skills
• D. Agent Availability

Correct answer: A, C

Explanation

The correct answers are A and C because both Languages and Skills can be configured to enhance the routing of calls within an Automatic Call Distributor (ACD) system. The Intent of Call and Agent Availability, while relevant to call handling, do not directly influence ACD processing configurations.