Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)

In Genesys Cloud CX, skills-based routing directs interactions to the most qualified agent. This is achieved by assigning specific attributes to both agents (users) and interactions. The two categories of attributes used for this purpose are Languages and Skills. Languages are a built-in category, while Skills are custom-defined by the organization (e.g., "Technical Support," "Billing," "Product X"). Both can be assigned to a user with a proficiency level (e.g., 1-5) and then specified as a requirement for an incoming interaction in an Architect flow.

B. Roles: Roles are collections of permissions that control a user's access to features and data within the Genesys Cloud platform; they are not used for ACD routing.

D. Queue: A queue is a container that holds interactions awaiting an agent. While skills are used to route interactions from a queue, the queue itself is not a skill.

1. Genesys Cloud CX Resource Center, "About skills-based routing." This document states, "Genesys Cloud ACD routing uses skills to make routing decisions. You can assign skills and language skills to agents and then require those skills for interactions that enter a queue." This explicitly identifies "skills" and "language skills" as the core components.

2. Genesys Cloud CX Resource Center, "Add skills to a user." The procedural documentation and accompanying screenshots for editing a user's profile show two distinct sections under the "Skills" tab: "Languages" and "Skills," confirming these are the two configurable categories for an agent's routing qualifications.

3. Genesys Cloud CX Resource Center, "Set skills on an interaction in Architect." In the documentation for Architect (the flow builder), the "Set Skills" action allows a flow designer to specify routing requirements. The configuration options are explicitly for "Languages" and "Skills," reinforcing that these are the two categories used to tag interactions for routing.