Avaya Exam 3312 Topic 7 Question 19 Discussion

Actual exam question for Avaya's 3312 exam

Question #: 19
Topic #: 7

When more than one agent is available to receive a call, the agent with the highest priority in the skillset will receive the call. If more than one agent has the highest priority, the customer would like the call to be presented to the agent who has been idle the longest since their last Automatic Call Distribution/Control Directory Number (ACD/CDN) call.

Where is this parameter configured?

AReal Time Statistics > Agent Statistics

BHistorical Statistics > Parameters

CSkillset Definition > Call Age Preference

DGlobal Setting > Agent Order Preference

Show Suggested Answer

Suggested Answer: D

by Leota at May 03, 2022, 05:35 AM

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