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Genesys Exam GCX-SCR Topic 5 Question 20 Discussion

Actual exam question for Genesys's GCX-SCR exam
Question #: 20
Topic #: 5
[All GCX-SCR Questions]

Which of the following best defines the ACD evaluation method Best Available Skills?

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Suggested Answer: B

The Best Available Skills ACD evaluation method in Genesys Cloud CX is designed to match the interaction with the first available agent who possesses all the required skills for the interaction. This method ensures that interactions are handled by agents who are qualified to meet the customer's needs, improving service quality and efficiency.

This method is part of the broader ACD (Automatic Call Distribution) system, which routes calls based on various criteria, ensuring that customers are connected with the most suitable agents quickly.


by Kimberely at Mar 20, 2025, 11:29 PM

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German
2 months ago
Option B is the way to go. Efficiency and competence are key in this kind of scenario.
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Jody
24 days ago
Efficiency and competence are crucial in customer service.
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Shawna
26 days ago
Definitely, it helps in providing a better customer experience.
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Mica
29 days ago
I agree, it ensures that the customer is connected to the most qualified agent.
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Kenneth
1 months ago
B) Matches the interaction to the first available agent who has all of the requested skills.
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Phil
1 months ago
Yes, it's important to match the interaction with the most qualified agent to provide the best service.
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William
1 months ago
I agree, option B ensures that the interaction is handled by someone who has all the necessary skills.
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Leonida
2 months ago
Haha, option A sounds like a recipe for disaster. I'll stick with B, the safe and sensible choice.
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Nenita
2 months ago
Definitely B. I don't want to overthink this - the best agent with all the skills is the way to go.
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Elbert
2 months ago
Hmm, I'm not sure. Option C seems a bit complicated. I'd go with B since it's more straightforward.
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Alfreda
2 months ago
Option B sounds like the most logical choice to me. It makes sense to match the interaction to the agent with all the required skills.
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Mabel
1 months ago
Matching the interaction to the agent with all the required skills makes sense.
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Lon
1 months ago
Option C could be time-consuming and not necessarily the best match.
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Lisha
1 months ago
I think option A might lead to longer wait times for customers.
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Denny
2 months ago
I agree, option B seems like the most efficient choice.
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Cordelia
2 months ago
I think C is incorrect because it evaluates the first 100 agents, not just the first available one.
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Dierdre
2 months ago
I'm not sure, but I think it might be C.
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Refugia
3 months ago
I agree with Freida, option B makes the most sense.
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Freida
3 months ago
I think the answer is B.
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