A call center has four agents:
Agent 1 has experience with Sales and French.
Agent 2 has experience with Sales and English.
Agent 3 has experience with Support and English.
Agent 4 has experience with Sales and is bilingual in English and French.
The first call comes in requiring sales assistance in English, and a second call comes looking for Sales in French.
Which agent is still available for calls when the call center is using Best Services Routing (BSR), and the next call requires French?
Agent 1 has experience with Sales and French. Agent 2 has experience with Sales and English. Agent 3 has experience with Support and English. Agent 4 has experience with Sales and is bilingual in English and French. The first call requires sales assistance in English, so the best choice is Agent 4 because they can handle both English and Sales. The second call requires Sales in French, and the best choice is Agent 1 as they specialize in French. Therefore, the available agent for a call requiring French is Agent 3, as they weren't involved in Sales and have experience with English.
Correct!