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

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

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.

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20 comments · newest first

Johnetta 2 months ago

I feel B is the most logical. Skills should align.

Kirk 2 months ago

B is clear and efficient. Good choice!

Alishia 2 months ago

C is too complicated for this method.

Lili 2 months ago

A seems too random. Skills matter!

Laura 2 months ago

I agree, B matches the skills needed best.

Herminia 3 months ago

I think it's definitely B. It makes the most sense.

Cruz 3 months ago

I disagree, we need to prioritize skills over availability!

Yen 3 months ago

Wait, is it really just about the first available agent?

Alpha 3 months ago

C sounds too complicated for quick routing.

Graham 3 months ago

I think A is misleading, skill matters!

Howard 4 months ago

Definitely B, that makes the most sense!

Lashaunda 4 months ago

I disagree, we need to prioritize skills over availability!

Lashawna 4 months ago

Wait, is it really just about the first available agent?

Markus 4 months ago

C sounds too complicated for quick routing.

Marylyn 6 months ago

I think A is misleading, skill matters!

Buck 6 months ago

Definitely B, that makes the most sense!

Glennis 6 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.

Sunshine 6 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.

Yolando 7 months ago

I remember a practice question that mentioned evaluating agents based on their skills, which makes me lean towards option B as well.

Eden 7 months ago

I think the Best Available Skills method is about matching skills, so it might be B, but I'm not completely sure.

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