Avaya Aura Contact Center Implementation — Question 3

When more than one agent is available to receive a call, the agent with the highest priority In the skillset will receive the call. If more than one agent has the highest priority, the customer would like the call to be presented to the agent who has been idle the longest since their last Automatic Call Distribution/Control
Directory Number (ACD/CDN) call.
Where is this parameter configured?

Answer options

• A. Historical Statistics >Parameters
• B. Skillset Definition >Call Age Preference
• C. Real Time Statistics>Agent Stat.
• D. Global Setting > Agent Order Preference

Correct answer: D

Explanation

The correct answer is D because the Global Setting > Agent Order Preference is where the call distribution rules are defined, including prioritization based on agent idle time. Options A, B, and C refer to different settings that do not control the order in which agents receive calls based on their availability and idle time.