ACD and VQ

Genesys Cloud Routing
1

Is there any specific difference between ACD and VQ? Are they any specific tasks which VQ can perform and ACD cannnot?

2

Main difference is that VQ is virtual object that exists in Genesys configuration only and is used for reporting purposes only.

R.

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3

Thanks Rene

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4

so.. what happens when you route a call to virtual queue? I just dont understand the use of virtual queues

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5

You can’t route to a VQ. It is used only for Stats, search here in the forum many examples and scenarios are already described