Genesys Exam GCP-GC-ADM Topic 1 Question 28 Discussion

Actual exam question for Genesys's GCP-GC-ADM exam

Question #: 28
Topic #: 1

Which definition matches the ACD Evaluation Method Best Available Skills?

ALooks for the first available agent and ignores any skill requirements

BMatches the interaction to the first available agent who has all of the requested skills

CEvaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills

Show Suggested Answer

Suggested Answer: C

ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.

by Willard at Jun 19, 2022, 10:09 PM

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