Which of the following best defines the ACD evaluation method Best Available Skis?
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.
Answer C:
For the first 100 available agents in the queue, it averages the skill ratings of the requested skills for each individual agent to identify the agent with the highest rating. For example, if an agent has proficiency 2 of skill A and proficiency 3 of skill B, the average of these proficiencies 2.5 is compared with the average of other agents who have the same skills.
ACD considers the 100 agents with the longest time since last interaction.
Of those agents, ACD finds those with all of the required skills and calculates their highest average skill proficiency, and then assigns the interaction to the agent with the highest average skill proficiency.
If multiple agents have the same average skill proficiency, ACD selects the agent with the longest time since last interaction.
Correct answer is C
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
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