Genesys Cloud CX Professional — Question 84

What is the distinguishing feature between queues and groups?

Answer options

• A. Queues can have agents as members, while groups cannot.
• B. Both queues and groups have the same ACD capabilities.
• C. Unlike groups, queues allow for more complex scenarios like skill-based routing.
• D. Queues can be used in Architect flows, while groups cannot.

Correct answer: C

Explanation

The correct answer is C because queues are specifically designed to handle more advanced routing strategies, including skill-based routing, which groups do not support. Option A is incorrect as both can have agents in different capacities; option B is false as their ACD capabilities differ; option D is misleading since both can be used in different contexts within Architect flows.