Best Service Routing (BSR) allows adjusting the idle time of agents when determining agent selection. You are considering the step adjustment set to 20 for a given location.
Which statement about agent adjustments for the considered location step is true?
A . The agent’s idle time is adjusted up by 20%, unless the idle time is greater than 100 seconds at which point is adjusted up by 20 seconds
B . The agent’s idle time is decreased by 20 seconds, unless the idle time is greater than 100 seconds at which point it is decreased by 20%
C . The agent’s idle time is always adjusted down by 20 seconds
D . The agent’s idle time is always adjusted up by 20 seconds
Answer: B