When a call arrives, how will the Communication Manager interpret the highest priority calls?

Given the following conditions:

✑ In the Business Advance 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 level 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

View Answer

Answer: B