What type of routing does Workforce Management support for queues?

Workforce Management in Genesys Cloud supports Standard Automatic Call Distributor (ACD) routing for queues, as this type of routing is designed to handle incoming calls efficiently by distributing them to available agents based on specific criteria. ACD systems prioritize call distribution based on metrics like agent availability, skills, and other defined parameters, ensuring that the right agent receives the right call at the right time.

This method is essential for effective workforce management as it optimizes resource utilization and enhances the customer experience by reducing wait times and ensuring that calls are routed to agents best equipped to handle them. The other routing types, while relevant in certain contexts, do not align with the typical queuing and prioritization processes found in Workforce Management systems. Standard ACD routing forms the backbone of call handling in many contact center environments, making it a fundamental aspect of workforce management practices.