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Exam GCX-SCR All Questions

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Exam GCX-SCR topic 1 question 12 discussion

Actual exam question from Genesys's GCX-SCR
Question #: 12
Topic #: 1
[All GCX-SCR Questions]

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

  • 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.
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Suggested Answer: B 🗳️

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233b1f3
3 weeks, 2 days ago
Selected Answer: C
Correct answer is C. https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/ 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.
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Masruq
1 month, 2 weeks ago
B option is for All skills matching, the correct answer is C
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