Which definition matches the ACD Evaluation Method Best Available Skills?
A.
Looks for the first available agent and ignores any skill requirements
B.
Matches the interaction to the first available agent who has all of the requested skills
C.
Evaluates 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
The Answer Is:
C
This question includes an explanation.
Explanation:
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.
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