The statement provides a correct and fundamental definition of routing within a contact center context, specifically for platforms like Genesys Cloud CX. Routing is the process of analyzing an incoming customer interaction and directing it to the most appropriate destination. This destination can be a skilled human agent available in a queue or an automated resource, such as an Interactive Voice Response (IVR) system for self-service, a voicebot, or a chatbot. The primary goal of routing is to resolve the customer's query efficiently and effectively by making the right connection.

B. False: This is incorrect. The statement accurately describes the core function of routing in customer communication systems, which is to connect interactions to agents or automated resources.

1. Genesys Cloud CX Resource Center, "About routing." This document explicitly defines routing: "Routing is the process of connecting an interaction with the most appropriate agent or resource." It further details how Genesys Cloud CX uses routing methods like ACD to distribute interactions from queues to agents.

2. Genesys Cloud CX Resource Center, "Architect overview." This section describes Architect as the tool used to build interaction flows. It states, "With Architect, you can create sophisticated menu applications that route interactions based on your specific needs... You can route interactions to a specific person, a queue, a voice mail, another flow, or an external number." This confirms that routing connects customers to various resources, both automated (flows) and human (agents via queues).