Genesys Exam GCX-ARC Topic 1 Question 30 Discussion

Actual exam question for Genesys's GCX-ARC exam

Question #: 30
Topic #: 1

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 Margret at Jul 04, 2024, 11:37 AM

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Aaron

4 months ago

I'm leaning towards C, but I'm still a bit unsure. Maybe I should have paid more attention in ACD class instead of playing Tetris on my phone.

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Trevor

4 months ago

Alberta: Let's review the options again to make sure we choose the correct one.

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Ahmed

4 months ago

I'm not sure, but I think A sounds like the right choice.

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Alberta

4 months ago

I disagree, I believe C is the most accurate.

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Sang

4 months ago

I think B is the best option.

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Izetta

5 months ago

Haha, option A is just too easy. ACD would never use something that simple, they're way too fancy for that!

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Joana

3 months ago

Yeah, ACD is all about finding the best agent for the job.

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Melissa

3 months ago

I think option C sounds more like something ACD would use.

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Moira

3 months ago

I agree, ACD definitely wouldn't go for the easy option.

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Princess

3 months ago

Yeah, option B seems like the most efficient way for ACD to match interactions.

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Bettina

3 months ago

I think option C sounds more like something ACD would use, don't you think?

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Julie

4 months ago

I agree, ACD definitely wouldn't go for the easy option.

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Chaya

5 months ago

Hmm, I don't know about that. Option C seems more like what 'Best Available Skills' would be - it looks for the agent with the highest overall proficiency across the required skills.

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Deonna

4 months ago

Definitely, it ensures that the agent with the highest overall proficiency is selected.

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Princess

4 months ago

Option C seems like the most efficient way to find the best available agent for the job.

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Ilda

4 months ago

I agree, it makes sense to evaluate agents based on their proficiency in all required skills.

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Stacey

4 months ago

I think option C is the best match for the ACD Evaluation Method.

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Junita

5 months ago

I'm not sure, I think option C could also be a valid approach depending on the specific requirements of the situation.

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Shay

5 months ago

I'm pretty sure it's option B. That's the one that matches the definition of 'Best Available Skills' by finding the agent with all the requested skills.

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Sharen

4 months ago

Yeah, option B is definitely the best choice. It ensures that the interaction is matched with the most qualified agent.

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Dallas

5 months ago

I agree, option B makes the most sense. It's all about finding the agent with the right skills.

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Carisa

5 months ago

I agree with Stanton, option B makes the most sense in terms of efficiency and customer satisfaction.

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Stanton

6 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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