Which role primarily manages call routing decisions in Genesys Cloud CX?

The role that primarily manages call routing decisions in Genesys Cloud CX is typically held by supervisors. Supervisors play a crucial part in overseeing the performance of agents and ensuring that call routing is optimized for efficiency and customer satisfaction. They can assess real-time data, evaluate service levels, and adjust routing strategies to direct calls to the most appropriate agents based on their skills, availability, and current workload.

Supervisors often work closely with the configuration tools within Genesys Cloud CX to set up and modify routing rules as needed. Their responsibilities may also include monitoring and analyzing call patterns to inform routing strategies, ensuring that calls are distributed in a way that maximizes performance metrics and enhances the overall quality of service.

In contrast, agents focus on handling calls rather than managing routing. Administrators typically handle the setup and maintenance of the overall system but may not be directly involved in day-to-day call routing decisions. IT support primarily provides technical assistance and infrastructure management rather than engaging in operational routing tasks.