Genesys Cloud CX Security and Compliance Representative — Question 1

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

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: B

Explanation

The correct answer is B because the Best Available Skills method specifically matches interactions to agents who have all the required skills. Option A incorrectly states that skills are ignored, and option C describes a different evaluation method that focuses on proficiency ratings rather than matching skills.