Genesys Exam GCX-ARC Topic 1 Question 27 Discussion

Actual exam question for Genesys's GCX-ARC exam

Question #: 27
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 Otis at May 20, 2024, 10:50 PM

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Jestine

5 months ago

I'm going with B. Matching the interaction to the first available agent with all the right skills seems like the logical approach.

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Wei

5 months ago

Haha, A is just too easy. Of course the ACD method wouldn't just ignore all the skill requirements!

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Mabel

4 months ago

I agree, B is the best option. It matches the interaction to the agent who has all the requested skills.

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Franklyn

5 months ago

Yeah, A is definitely not the right choice. It wouldn't make sense to ignore all the skill requirements.

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Jettie

5 months ago

C sounds like a more thorough evaluation method, looking at proficiency ratings.

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Launa

5 months ago

Yeah, A is definitely not the right choice.

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Lisha

5 months ago

I agree, B sounds like the best option for the ACD Evaluation Method.

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Cherri

5 months ago

I think B makes more sense, matching the interaction to an agent with all the skills.

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Corinne

5 months ago

Definitely not A, that would be chaos!

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Franchesca

6 months ago

C sounds the most accurate to me. Evaluating the first 100 agents to find the one with the highest overall proficiency makes the most sense.

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Weldon

6 months ago

I think B is the correct answer. It seems to match the description of the ACD Evaluation Method Best Available Skills the best.

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Helaine

4 months ago

I see your point. Option B does prioritize matching interactions with agents who have the necessary skills, which is crucial for providing efficient customer service.

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Amber

4 months ago

I still think option B is the best choice for the ACD Evaluation Method Best Available Skills. It ensures that the interaction is matched to an agent with all the required skills.

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