Best Services Routing (BSR) Allows Adjusting the Idle Time of Agents

Multiple Choice

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.