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Genesys GCP-GC-ADM Exam - Topic 3 Question 85 Discussion

Which definition matches the ACD Evaluation Method Best Available 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
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

Genesys GCP-GC-ADM Exam - Topic 3 Question 85 Discussion

Actual exam question for Genesys's GCP-GC-ADM exam
Question #: 85
Topic #: 3
[All GCP-GC-ADM Questions]

Which definition matches the ACD Evaluation Method Best Available Skills?

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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 Gayla at Apr 11, 2026, 10:18 PM

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Howard
2 hours ago
Definitely B, that makes the most sense!
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Lashaunda
5 days ago
I disagree, we need to prioritize skills over availability!
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Lashawna
10 days ago
Wait, is it really just about the first available agent?
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Markus
16 days ago
C sounds too complicated for quick routing.
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Marylyn
2 months ago
I think A is misleading, skill matters!
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Buck
2 months ago
Definitely B, that makes the most sense!
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Glennis
3 months ago
I feel like C could be a possibility too, since it talks about evaluating agents, but it seems more complex than what I recall for Best Available Skills.
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Sunshine
3 months ago
I’m a bit confused; I thought A was about just finding any agent, but I guess that doesn't really fit the "best available" part.
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Yolando
3 months ago
I remember a practice question that mentioned evaluating agents based on their skills, which makes me lean towards option B as well.
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Eden
3 months ago
I think the Best Available Skills method is about matching skills, so it might be B, but I'm not completely sure.
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