Genesys Exam GCP-GC-ADM Topic 4 Question 63 Discussion

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

Question #: 63
Topic #: 4

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 Mari at Oct 23, 2024, 09:39 PM

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Matilda

10 days ago

Option C, really? Sounds like they're trying to make a simple task way more complicated than it needs to be. What is this, a rocket science exam?

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Josephine

13 days ago

Option B is the way to go. Efficient and effective, just the way I like my call center operations.

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29 days ago

Option B seems the most logical choice. Matching the interaction to the first available agent with all the requested skills makes the most sense.

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Ceola

10 days ago

I agree, option B is the most efficient way to match interactions with agents who have the required skills.

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