Genesys Cloud CX Professional — Question 109

Which of the following best defines the ACD evaluation method Best Available Skis?

Answer options

• 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.

Correct answer: C

Explanation

The correct answer, C, accurately describes the Best Available Skis method, which involves analyzing the first 100 agents to find the one with the highest proficiency across the required skills. Option A is incorrect because it disregards skill requirements, and option B fails to capture the evaluation of multiple agents and the averaging of skill ratings.