Genesys GCP-GC-ADM Question Answer
Why are skills and languages configured separately?
So that skills can have a more granular competency rating than languages
So that an agent with a skill can receive an interaction regardless of the language requirement
So that an agent with a language capability can receive an interaction regardless of the skill requirement
Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
TESTED 11 Jul 2025
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