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Genesys Exam GCX-SCR Topic 1 Question 22 Discussion

Actual exam question for Genesys's GCX-SCR exam

Question #: 22
Topic #: 1

[All GCX-SCR Questions]

Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?

AArchitect

BAutomatic Call Distribution

CEmergency Groups

DScheduling

Show Suggested Answer

Suggested Answer: B

Automatic Call Distribution (ACD) is the system within Genesys Cloud CX responsible for routing interactions (calls, messages, etc.) based on an algorithm that determines the best available agent for the interaction. ACD takes into account factors such as agent availability, skill sets, and proficiency ratings to ensure that interactions are handled by the most qualified agents, thereby optimizing customer service and efficiency.

ACD is a key component in contact centers, ensuring that customer interactions are managed effectively and that resources are used optimally.

by Domonique at May 02, 2025, 09:19 AM

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Elenore

8 days ago

This is a no-brainer! B) Automatic Call Distribution is the way to go. It's like the traffic cop of the call center.

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Elliot

9 days ago

I'm going with B) Automatic Call Distribution. It's the only option that sounds like it's actually doing any kind of routing, unlike the others.

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Raylene

13 days ago

B) Automatic Call Distribution seems like the obvious choice here. It's the only one that mentions an algorithm for routing interactions.

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Cassi

26 days ago

I believe it's B) Automatic Call Distribution because it uses algorithms to find the best agent.

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Amie

1 months ago

Definitely B) Automatic Call Distribution. It's like a well-oiled machine, sending callers to the perfect agent every time.

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Beckie

5 days ago

I think Architect could also be a good option for routing interactions.

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Eladia

14 days ago

I agree, Automatic Call Distribution is so efficient!

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Florinda

1 months ago

I'm not sure, but I think Emergency Groups could also be a possible answer.

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Tijuana

1 months ago

I agree with Hubert, ACD is designed to route interactions efficiently.

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Valentin

1 months ago

I think B) Automatic Call Distribution is the answer. It uses an algorithm to route interactions to the best available agent.

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Marcos

10 days ago

It definitely helps in improving customer service by connecting them to the right agent.

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Gretchen

20 days ago

Automatic Call Distribution is efficient in routing interactions to the best agent.

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Jesusita

29 days ago

I agree, B) Automatic Call Distribution is the correct answer.

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Hubert

1 months ago

I think the answer is B) Automatic Call Distribution.

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