Given the following conditions:
– In the Business Advocate configuration
– During call surplus conditions
– If calls are waiting when an agent becomes available
– The agent’s selection method is Percent Allocation
How will the Communication Manager interpret the highest priority calls?
A . As the highest skill level and the highest ratio of CWT/SO or PWT/SO
B . As the highest skill level and the longest CWT or PWT
C . As the longest CWT or PWT
D . As the oldest call waiting that best maintains the administered target allocations for all skills
Answer: A