A call center has four agents: Agent 1 has experience with Sales and French. Agent 2 has experience with Sales and English. Agent 3 has experience with Support and English. Agent 4 has experience with Sales and is bilingual in English and French. The first call comes in requiring sales assistance in English, and a second call comes looking for Sales in French. Which agent is still available for calls when the call center is using Best Services Routing (BSR), and the next call requires French?

Question

Quizplus · Accepted Answer

Agent 4 is the only agent who is still available for calls when the call center is using Best Services Routing (BSR), and the next call requires French. Agent 1 is busy with the first call, which requires sales assistance in English. Agent 2 is busy with the second call, which requires sales in French. Agent 3 does not have experience with French.

A Call Center Has Four Agents: Agent 1 Has Experience