Dive into Genesys Cloud’s ACD routing and understand how the Best Available Skills method optimizes agent selection for superior customer experiences.
Table of Contents
Question
Which of the following best defines the ACD evaluation method Best Available Skis?
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.
Answer
B. Matches the interaction to the first available agent who has all of the requested skills.
Explanation
This method prioritizes agents possessing all the necessary skills for the interaction, ensuring a higher likelihood of successful resolution.
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