Rule-Based Decisions (RBD) is a centralized business rules management system within Genesys Cloud that enables organizations to define and manage decision logic for routing and customer interactions without writing code. Through a low-code interface, teams can create rules that determine how interactions are handled across voice, chat, email, and digital channels before routing begins. RBD ensures consistent real-time decision-making by applying contextual data such as customer profile, intent, or priority to select the best queue or agent skill set. Built-in version control, validation, and audit logging support governance and compliance while enabling cross-functional teams to manage rules collaboratively. By simplifying rule creation and updates, organizations gain greater agility, impr

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