Genesys Exam GCP-GC-ADM Topic 4 Question 63 Discussion

Actual exam question for Genesys's GCP-GC-ADM exam

Question #: 63
Topic #: 4

Which definition matches the ACD Evaluation Method Best Available Skills?

ALooks for the first available agent and ignores any skill requirements

BMatches the interaction to the first available agent who has all of the requested skills

CEvaluates 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

Show Suggested Answer

Suggested Answer: C

ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.

by Mari at Oct 23, 2024, 09:39 PM

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Matilda

1 months ago

Option C, really? Sounds like they're trying to make a simple task way more complicated than it needs to be. What is this, a rocket science exam?

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Josephine

1 months ago

Option B is the way to go. Efficient and effective, just the way I like my call center operations.

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Louis

1 months ago

I'm going with Option A. Keep it simple, just grab the first available agent and get the job done!

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Jeanice

17 days ago

I agree with Option B, it's important to match the interaction to a skilled agent.

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Geraldine

24 days ago

I prefer Option B, matching the interaction to an agent with all the requested skills.

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Kimberlie

26 days ago

I think Option A is the way to go, just grab the first available agent.

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Abraham

1 months ago

I agree with Viki. It makes sense to match the interaction with the agent who has all the required skills.

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Julio

1 months ago

Option C is a bit convoluted, evaluating 100 agents to find the one with the highest average proficiency? That seems like overkill.

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Claudio

2 days ago

Definitely, option B seems like a more efficient way to handle the ACD Evaluation Method.

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Casie

7 days ago

I think option B makes more sense, matching the interaction to the first available agent with all the skills.

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Dannette

17 days ago

Yeah, it does seem a bit excessive to evaluate 100 agents.

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Tayna

21 days ago

I agree, option C does seem like a lot of work.

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Viki

2 months ago

I think the answer is B) Matches the interaction to the first available agent who has all of the requested skills.

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Sol

2 months ago

Option B seems the most logical choice. Matching the interaction to the first available agent with all the requested skills makes the most sense.

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Elenore

19 days ago

I always prefer the ACD Evaluation Method that matches interactions to agents with all the requested skills. It just makes the process smoother.

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Leana

20 days ago

It definitely saves time and ensures that the customer's needs are met by the most qualified agent.

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Ceola

1 months ago

I agree, option B is the most efficient way to match interactions with agents who have the required skills.

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