Which of the following best defines the ACD evaluation method Best Available Skis?
Which of the following best defines the ACD evaluation method Best Available Skis?
The ACD evaluation method Best Available Skis 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.
Correct answer is C https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
C is correct
ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and calculates their highest average skill proficiency, and then assigns the interaction to the agent with the highest average skill proficiency. If multiple agents have the same average skill proficiency, ACD selects the agent with the longest time since last interaction.