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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?
Suggested Answer: A
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15 comments · newest first
ZA
Zachary
10 months ago
Cost? Really? That doesn't seem relevant at all.
TA
Tawny
10 months ago
I thought it would be based on skills, this is interesting!
ME
Melina
10 months ago
I agree, B makes the most sense here.
HO
Hortencia
11 months ago
It's definitely B, time since last handled interaction.
JA
Jamal
11 months ago
Wait, are we sure it's not A? Skills seem important too.
GL
Glennis
11 months ago
I'm leaning towards department, but I can't quite remember how that fits in with the evaluation method we studied.
VE
Venita
11 months ago
Cost seems a bit off for this scenario. I don't recall it being a factor in determining the next available agent.
CH
Cherelle
12 months ago
I feel like the time since they last handled an ACD interaction could be the answer. We practiced a question like that in class.
MI
Misty
12 months ago
I think it might be related to the agent's skills, but I'm not entirely sure. I remember something about skills being important in routing.
CO
Coral
1 year ago
I'm not sure about this one. I'm torn between Skill and Time since they last handled an ACD interaction. I'll have to review the material on ACD routing to make sure I understand this properly.
RO
Royal
1 year ago
I'm pretty confident the answer is Time since they last handled an ACD interaction. That's the key agent property for the Evaluation Method in this scenario.
RH
Rhea
1 year ago
Okay, I've got this. The answer is Time since they last handled an ACD interaction. That's the agent property used to determine the next available agent in a Standard ACD routing with Disregard skills.
ME
Merilyn
1 year ago
Hmm, I'm a bit confused by this question. I'm not sure if it's Skill or Time since they last handled an ACD interaction. I'll have to think about this one.
NA
Nakisha
1 year ago
This is a tricky one. I'm not entirely sure, but I think it might be Time since they last handled an ACD interaction.
TA
Tanesha
1 year ago
I think it's B. Time since they last handled an ACD interaction. Makes sense to distribute the workload evenly, right?