distribution queue

Genesys Cloud ACD uses distribution queues (or queues) in the matching of agents and interactions. Distribution queue is a singular attribute (criteria) that is tagged on an interaction. It is also a 1:n attribute on an agent. Teams are assigned distribution queues as attributes. Agents join distribution queues to handle tagged interactions. Agents who leave a distribution queue no longer handle interactions tagged for that queue.

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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