Genesys Cloud CX Professional — Question 42

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.)

Answer options

• A. Language skills
• B. Additional attribute ratings
• C. ACD skills
• D. Time since last ACD interaction
• E. Staffing requirements

Correct answer: A, C, D

Explanation

The correct attributes for determining the best available agent are Language skills, ACD skills, and Time since last ACD interaction, as they directly impact an agent's capability to handle specific interactions. Additional attribute ratings and Staffing requirements do not specifically assist in identifying the most appropriate agent for each interaction.