Genesys Exam GCX-SCR Topic 1 Question 22 Discussion

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.