There are 20 agents in the Sales skill group and 10 agents in the Customer Service skill group. All
agents are currently busy handling customer calls. All agents are also members of both the Sales
and Customer Service skill groups. Sales has 10 calls in queue, each with a priority of 5, and two
calls in queue with a priority of 4. Customer Service has five calls in queue, each with a priority of
3. Which type of call will be delivered to the next available agent?
A.
The next available agent will receive the longest queued Sales call with a priority of 5.
B.
The next available agent will receive the longest queued Sales call with a priority of 4.
C.
The next available agent will receive the longest queued Customer Service call with a priority of
5.
D.
The next available agent will receive the longest queued Customer Service call with a priority of
3.
E.
The next available agent will receive the call with the longest queued duration.
F.
The next available agent will receive the Customer Service call with a priority of 3.
Explanation: