Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

In Genesys Cloud CX, skills-based routing is the primary mechanism for matching an interaction with the most qualified agent. Skills (C) are specific attributes assigned to agents, such as "Technical Support" or "Sales." Interactions are evaluated and assigned required skills. The ACD system then routes the interaction to an available agent possessing the matching skill set. Languages (A) are treated as a special category of skill within Genesys Cloud. Routing by language ensures that customers are connected with agents who can communicate effectively in the customer's preferred language, which is a critical qualification.

B. Medians: This is a statistical term and not a standard routing attribute used to determine agent qualifications in Genesys Cloud CX.

D. Index Ratings: This is not a native Genesys Cloud CX attribute for routing. While custom metrics can be created, it is not a core feature for qualifying agents.

E. Knowledge levels: While agents have varying levels of knowledge, "Knowledge levels" is not a formal routing attribute. Agent proficiency is managed by setting a proficiency level (e.g., 1-5) within a specific skill, not as a separate attribute.

1. Genesys Cloud CX Resource Center, "About skills": "Skills-based routing matches interactions with agents who have the skills to best meet the customer’s needs. For example, you can route a customer who speaks Spanish and has a question about a bill to an agent who speaks Spanish and has the skills to handle billing questions." (This supports both 'Skills' and 'Languages' as routing attributes).

2. Genesys Cloud CX Resource Center, "About ACD": "Genesys Cloud ACD uses queues to direct interactions to the appropriate agents. When an interaction enters a queue, ACD checks the skills, language, and priority of the interaction and offers it to the first available agent with the required attributes." (This section explicitly names Skills and Language as the attributes used for routing).

3. Genesys Cloud CX Resource Center, "About languages": "Genesys Cloud treats languages as a special type of skill. You can assign languages to users and include language skills in your routing configuration. When you assign a language to a user, Genesys Cloud creates a corresponding skill." (This confirms that Language is a distinct and crucial routing attribute, functioning as a specialized skill).