Genesys Cloud CX Professional — Question 130

A contact center supervisor notices that customer interactions are being routed to agents who do not have the necessary expertise to resolve issues efficiently. This is leading to longer handling times and lower customer satisfaction. Which Genesys Cloud routing attribute should be used to ensure interactions are assigned to the most qualified agents?

Answer options

• A. Languages
• B. Routing Methods
• C. Skills
• D. Evaluation Methods
• E. Proficiency Ratings

Correct answer: C

Explanation

The correct answer is 'C. Skills' because it allows interactions to be matched with agents based on their specific expertise, ensuring efficient issue resolution. The other options, while relevant, do not directly address the need for qualified agent assignment; 'Languages' pertains to communication abilities, 'Routing Methods' to the method of distribution, 'Evaluation Methods' to performance assessments, and 'Proficiency Ratings' measure overall competency but do not ensure expertise for specific issues.