Question: If a service desk uses an automatic call distributor (ACD) to allow a French-speaking customer to have the best chance of talking to an analyst

  1. If a service desk uses an automatic call distributor (ACD) to allow a French-speaking customer to have the best chance of talking to an analyst that also speaks French, this is an example of ____.

 

 a.

needs-based routing

 

 b.

queuing

 

 c.

automatic call distribution

 

 d.

skills-based routing

 

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