Avaya Exam 7392X Topic 1 Question 72 Discussion

Actual exam question for Avaya's 7392X exam

Question #: 72
Topic #: 1

In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not be taken into account when routing the queued calls to an agent.

To meet this requirement, to which type of call distribution method should the hunt group> be configured?

ADirect Department Calling (DDC)

BUniform Call Distribution Most Idle Agent (UCD-MIA)

CUniform Call Distribution-Least Occupied Agent (UCD-LOA)

DDynamic Agent Selection (DAS)

EExpert Agent Distribution-Most Idle Agent (EAD-MIA)

Show Suggested Answer

Suggested Answer: B

Administering Avaya Aura Call Center Features 6.0 page 224

by Irma at Jul 07, 2024, 11:45 AM

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Clay

4 months ago

Ooh, tricky one! But I think the answer is E. Expert Agent Distribution-Most Idle Agent (EAD-MIA). It's got the 'expert' in the name, so it's gotta be the best choice, right? And the 'most idle agent' part fits the requirement perfectly.

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Sharika

3 months ago

I see your point, User2. I agree with you, E) Expert Agent Distribution-Most Idle Agent (EAD-MIA) seems like the best choice for this scenario.

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Lonna

3 months ago

I disagree, I believe the correct answer is E) Expert Agent Distribution-Most Idle Agent (EAD-MIA). It specifically mentions 'expert' agent and 'most idle agent' which aligns with the requirement.

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Cherrie

3 months ago

I think the answer is B) Uniform Call Distribution Most Idle Agent (UCD-MIA). It makes sense to choose the most idle agent to answer queued calls.

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Carolynn

4 months ago

Hmm, I'm going to have to go with C. Uniform Call Distribution-Least Occupied Agent (UCD-LOA). That way, the calls get distributed evenly and no agent gets overworked, you know? Skill level doesn't matter, we're just trying to keep things fair.

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Quentin

3 months ago

Definitely, it's important to keep things balanced in a call center environment.

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Francesco

4 months ago

That way, everyone gets a fair share of the workload.

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Edison

4 months ago

Yeah, it makes sense to distribute the calls to the least occupied agent.

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Franchesca

4 months ago

I agree, C seems like the best option for this situation.

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Jerry

4 months ago

I think D) Dynamic Agent Selection (DAS) could also be a valid option, as it allows for flexibility in routing calls based on various factors.

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Michael

4 months ago

But wouldn't UCD-MIA ensure that the queued calls are answered by the agent who has been available the longest?

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Daryl

5 months ago

I disagree, I believe the correct answer is C) Uniform Call Distribution-Least Occupied Agent (UCD-LOA).

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Angella

5 months ago

Definitely B. Uniform Call Distribution Most Idle Agent (UCD-MIA) is the way to go. It'll make sure the customer gets the agent who's been waiting the longest. No need to consider skill level, that's just overkill.

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