Given the Following Conditions: in the Business Advocate Configuration During

question 13

Multiple Choice

Given the following conditions: In the Business Advocate configuration During agent surplus conditions WHEN agents are available The agent selection method is PAD When a call arrives, how will the Communication Manager interpret the highest priority calls?

• A) As the highest skill agent with the lowest occupancy
• B) As the agent with the lowest ratio of adjusted work time and target allocation for the skill
• C) As the highest skill level, most idle agent
• D) As the most idle agent, without regard to skill level

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Definitions:

Emotional Reactions

The responses in emotions experienced due to various stimuli or events, influencing mood and behavior.

Disruptive Behavior

A type of behavior that interrupts normal activities, can be harmful or disturbing to others, and often requires intervention.

Italian Descent

Refers to individuals or populations that originate from or have ancestry connected to Italy.

Communication Patterns

The habitual ways in which individuals or groups transmit information, share ideas, and express feelings among themselves.