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Genesys Exam GCX-ARC Topic 1 Question 27 Discussion

Actual exam question for Genesys's GCX-ARC exam
Question #: 27
Topic #: 1
[All GCX-ARC 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 Otis at May 20, 2024, 10:50 PM

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Jestine
11 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
11 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
10 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
10 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
11 months ago
C sounds like a more thorough evaluation method, looking at proficiency ratings.
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Launa
11 months ago
Yeah, A is definitely not the right choice.
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Lisha
11 months ago
I agree, B sounds like the best option for the ACD Evaluation Method.
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Cherri
11 months ago
I think B makes more sense, matching the interaction to an agent with all the skills.
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Corinne
11 months ago
Definitely not A, that would be chaos!
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Franchesca
11 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
11 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
10 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
10 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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Jenise
10 months ago
That's true, speed is definitely important when it comes to routing interactions to the right agents.
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Stevie
10 months ago
Option C does make sense, but I think option B is more practical in terms of quickly matching interactions with skilled agents.
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Nobuko
10 months ago
But what about option C? It also seems like a valid method to evaluate agents based on their proficiency ratings.
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Major
10 months ago
I agree, option B does sound like the most efficient way to match interactions with agents who have the required skills.
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Yvonne
10 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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Gracia
11 months ago
Yes, B is the right choice for the ACD Evaluation Method Best Available Skills.
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Arlene
11 months ago
I agree, B matches the description perfectly.
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