Genesys Exam GCP-GC-ADM Topic 4 Question 33 Discussion

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

Question #: 33
Topic #: 4

A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation Method. What agent property is used to determine the next available agent?

ASkill

BTime since they last handled an ACD interaction

CCost

DDepartment

Show Suggested Answer

Suggested Answer: A

https://help.mypurecloud.com/articles/specify-routing-settings/

by Veronika at Sep 21, 2022, 07:49 PM

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Jessica Griffis

2 years ago

The correct answer is B. In this evaluation method, ACD selects the agent with the longest time since last interaction. Skills are not considered. See: https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

upvoted 1 times

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Angie Angle

2 years ago

The correct answer is B.

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