Posted by: Pdfprep
Post Date: December 24, 2020
Given the following conditions:
– In the Business Advocate configuration
– During agent surplus conditions
– WHEN agents are available
– The agent selection method is PAD
When a call arrives, how will the Communication Manager interpret the highest priority calls?
A . As the highest skill agent with the lowest occupancy
B . As the agent with the lowest ratio of adjusted work time and target allocation for the skill
C . As the highest skill level, most idle agent
D . As the most idle agent, without regard to skill level
Answer: B
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