Genesys Cloud Certified Professional – Administrator — Question 2

A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation Method. What agent property is used to determine the next available agent?

Answer options

• A. Skill
• B. Time since they last handled an ACD interaction
• C. Cost
• D. Department

Correct answer: B

Explanation

The correct answer is B, as the Evaluation Method of 'next agent' in this context prioritizes agents based on the duration since they last managed an ACD interaction. Options A, C, and D are irrelevant in this scenario, as they do not influence the selection of the next available agent under the specified routing conditions.