What is the distinguishing feature between queues and groups?

What is the distinguishing feature between queues and groups?
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.

View Answer

Answer: C

Explanation:

Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in Architect flows.

Reference:

https://help.mypurecloud.com/articles/about-queues/

https://help.mypurecloud.com/articles/about-groups/