An auto parts retailer would like its six service counter representatives to be able to assist both walk-up customers and telephone customers. Each store has six service counter representatives…

The correct answer is D. Broadcast. Broadcast distribution rings all available agents in a hunt group simultaneously. This is the best choice when agents are physically present at a counter serving walk-up customers, because any agent who is free - regardless of which ones are busy with in-person customers - can…

Cisco Unified Communications Manager (CUCM)

Question

An auto parts retailer would like its six service counter representatives to be able to assist both walk-up customers and telephone customers. Each store has six service counter representatives. Which call distribution algorithm will allow each service counter representative to provide the best customer service?

Options

ATop Down
BCircular
CLongest Idle Time
DBroadcast

How the community answered

(62 responses)

A
5% (3)
B
13% (8)
C
3% (2)
D
79% (49)

Explanation

Broadcast distribution rings all available agents in a hunt group simultaneously. This is the best choice when agents are physically present at a counter serving walk-up customers, because any agent who is free - regardless of which ones are busy with in-person customers - can answer the ringing call immediately. Top Down always starts from the first agent in the list. Circular rotates through agents in sequence. Longest Idle Time sends calls to the agent who has been idle the longest, which may not reflect current availability for someone helping a walk-up customer. Broadcast ensures the fastest call answer time by alerting all six reps at once, letting whoever is free pick up.

Topics

#call distribution#hunt groups#broadcast algorithm#call queuing

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