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Exam 7492X topic 1 question 3 discussion

Actual exam question from Avaya's 7492X
Question #: 3
Topic #: 1
[All 7492X Questions]

Best Services Routing (BSR) allows adjusting the idle time of agents when determining agent selection. You are considering the step adjustment set to 20 for a given location.
Which statement about agent adjustments for the considered location step is true?

  • A. The agent's idle time is always adjusted up by 20 seconds.
  • B. The agent's idle time is always adjusted down by 20 seconds.
  • C. The agent's idle time is decreased by 20 seconds, unless the idle time is greater than 100 seconds at which point it is decreased by 20%.
  • D. The agent's idle time is adjusted up by 20%, unless the idle time is greater than 100 seconds at which point is adjusted up by 20 seconds.
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Suggested Answer: B 🗳️
by meplus at May 15, 2020, 1:35 p.m.

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wreckless
3 years, 4 months ago
Correct!
upvoted 1 times
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isla
4 years, 2 months ago
For example, in the command “consider skill 1 pri h adjust-by 20,” the server interprets adjust-by 20 to mean add 20% to the Expected Wait Time, but add at least 20 seconds. For Expected Wait Time (EWT) of 1 to 100 seconds, an adjustment of 20 will therefore add 20 seconds. Above 100 seconds, the same adjustment will add 20 percent to the Expected Wait Time (EWT) for the split or skill that is specified in the consider step.
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meplus
4 years, 12 months ago
C Reference: http://btbusiness.custhelp.com/euf/assets/TelephoneSystems/Avaya/CallCentre/07_300303_1.pdf - page 98 If the actual agent idle time is 100 or more seconds, then the idle time is decreased by the assigned percentage. If the actual agent idle time is less than 100 seconds, then the idle time is decreased by the adjustment in seconds.
upvoted 4 times
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