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

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.

View Answer

Answer: B

Explanation:

The Best Available Skills ACD evaluation method in Genesys Cloud CX is designed to match the interaction with the first available agent who possesses all the required skills for the interaction. This method ensures that interactions are handled by agents who are qualified to meet the customer’s needs, improving service quality and efficiency.

This method is part of the broader ACD (Automatic Call Distribution) system, which routes calls based on various criteria, ensuring that customers are connected with the most suitable agents quickly.