Refer to the exhibit. Four calls enter the script in the exhibit but are queued due to no agents being available. Assume that the calls are equally distributed across the A, B, C, and D path in that…

Question

Options

• AThe call that traversed through the A path.
• BThe call that traversed through the B path.
• CThe call that traversed through the C path.
• DThe call that traversed through the D path.

• A
  75% (12)
• B
  6% (1)
• C
  13% (2)
• D
  6% (1)

Explanation

Option A is correct because when the % Allocation Node distributes calls in A, B, C, D order, call A enters the queue first. Since the Queue to Skill Group Node priority is left at its default value (equal priority for all paths), the tie-breaking rule is FIFO (First In, First Out) - the earliest-queued call is served first, which is the call on path A.

Options B, C, and D are wrong for the same reason: those calls arrived in the queue after call A. With identical default priorities across all skill group queues, there is no mechanism to elevate a later-arriving call above an earlier one - FIFO strictly governs order.

Memory tip: Think of default priority as a "level playing field" - when no path has a higher priority configured, the queue behaves like a standard waiting line. The first caller in line (path A) is always the first caller served. If any path had been given a higher priority number, that call could jump the queue - but at default settings, arrival order wins.

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