Avaya IP Office Platform Advanced Implementation — Question 28

A call center has four agents:
Agent 1 has experience with Sales and French.
Agent 2 has experience with Sales and English.
Agent 3 has experience with Support and English.
Agent 4 has experience with Sales and is bilingual in English and French.
The first call comes in requiring sales assistance in English, and a second call comes looking for Sales in French.
Which agent is still available for calls when the call center is using Best Services Routing (BSR), and the next call requires French?

Answer options

Correct answer: D

Explanation

Agent 4 is bilingual in English and French, allowing them to handle both sales calls in English and French. After the first call for sales in English, Agent 4 will be the only agent left who can take the next sales call in French, as the others either lack the necessary language skills or are engaged in their respective calls.