Genesys Exam GCX-ARC Topic 3 Question 32 Discussion

Actual exam question for Genesys's GCX-ARC exam

Question #: 32
Topic #: 3

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 Armanda at Jul 16, 2024, 08:47 AM

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Kenneth

4 months ago

Option C? What is this, a reality TV show? We don't have time to find the 'best' agent, we need the right agent for the job!

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Janna

4 months ago

I'm going with option B. It's the most logical choice, unless the exam is trying to trick us into overthinking it.

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Noe

2 months ago

Definitely, let's go with option B for the ACD Evaluation Method.

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Delsie

2 months ago

Yeah, option B is the safest bet in this case.

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Gabriele

2 months ago

I think so too, it just makes sense to match the interaction with an agent who has all the required skills.

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Krissy

2 months ago

I agree, option B seems like the most straightforward choice.

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Gerri

4 months ago

Option A? Really? That's like hiring a plumber to do brain surgery. It just doesn't make sense.

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Christoper

4 months ago

Definitely option B. Anything else would be a waste of time and resources. I mean, why bother with skills if you're just going to ignore them?

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Lisha

3 months ago

Option B makes the most sense in terms of matching skills.

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Mila

4 months ago

I agree, option B is the most efficient choice.

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Alise

4 months ago

Hmm, I'm not sure. Option C seems a bit complicated, but it might be the right answer. Who has time to evaluate 100 agents these days?

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Alica

3 months ago

Yeah, I think Option B is the way to go. It ensures that the interaction is handled by an agent who has all the necessary skills.

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Eulah

4 months ago

I agree, Option C does seem time-consuming. Option B sounds like the best approach for quick and effective matching.

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Alison

4 months ago

Option B seems like the most efficient choice. It matches the interaction to the first available agent with all the required skills.

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Staci

4 months ago

I think C is too complicated, I still believe B is the correct answer.

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Lucy

5 months ago

I'm not sure, I think it might be C because it evaluates proficiency rating.

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Enola

5 months ago

I think option B is the correct answer. It makes the most sense to match the interaction to the first available agent who has all the requested skills.

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