Avaya
3312 · Question #75
3312 Question #75: Real Exam Question with Answer & Explanation
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Question
When more than one agent is available to receive a call, the agent with the highest priority in the skillset will receive the call. If more than one agent has the highest priority, the customer would like the call to be presented to the agent who has been idle the longest since their last Automatic Call Distribution/Control Directory Number (ACD/CDN) call. Where is this parameter configured?
Options
- AReal Time Statistics > Agent Statistics
- BHistorical Statistics > Parameters
- CSkillset Definition > Call Age Preference
- DGlobal Setting > Agent Order Preference
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