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Why are skills and languages configured separately?
Why are skills and languages configured separately?
A . So that skills can have a more granular competency rating than languages
B . So that an agent with a skill can receive an interaction regardless of the language requirement
C . So that an agent with a language capability can receive an interaction regardless of the skill requirement
D . Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
Answer: C
Explanation:
Reference: https://help.mypurecloud.com/articles/assign-remove-skills-user/
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Correct Answer: C
Explanation: When you add ACD or language skills to an agent, Genesys Cloud uses the assignments to match the most appropriate agent to an interaction. Along with the skill, skill ratings note the concept of proficiency, or the level of capability or knowledge with the skill. Assign languages and ACD skills on a per-user basis.
Languages are separate from ACD skills. For example, when an agent speaks the language requested by the customer, Genesys Cloud selects that agent, rather than an agent who is more skilled but cannot speak that language. However, an agent that cannot speak the language of the customer does not receive that call, regardless of ACD skill.
Note: When you add or remove a skill, Genesys Cloud automatically updates the agent profile and implements the change immediately, regardless of whether the agent is currently on-queue.
Reference: https://help.mypurecloud.com/articles/assign-remove-skills-user/