Genesys Cloud CX Professional — Question 50

Which Genesys Cloud CX feature helps reduce wait time for each call?

Answer options

• A. Automatic Call Distribution
• B. Workforce Management
• C. Skill-based Routing
• D. IVR

Correct answer: C

Explanation

Skill-based Routing allows calls to be directed to the most qualified agent based on the caller's needs, which helps decrease wait times. Automatic Call Distribution and IVR are more focused on call queuing and menu navigation, while Workforce Management pertains to scheduling and resource allocation, not directly impacting wait times.