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Question 24 - Certified Contact Center discussion

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Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?

A.
Escalation Rules automatically transferring chat sessions to agents based on defined criteria.
Answers
A.
Escalation Rules automatically transferring chat sessions to agents based on defined criteria.
B.
Contextual handoff functionality preserving chat history and customer information for the agent.
Answers
B.
Contextual handoff functionality preserving chat history and customer information for the agent.
C.
Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
Answers
C.
Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
D.
All of the above, providing various options for smooth and informed handoff from bot to agent interactions.
Answers
D.
All of the above, providing various options for smooth and informed handoff from bot to agent interactions.
Suggested answer: D

Explanation:

The seamless transition from bot interactions to live agents in complex inquiries can be facilitated through multiple features: A. Escalation Rules automatically transfer chat sessions to agents based on predefined criteria, ensuring timely intervention. B. Contextual handoff functionality retains chat history and customer data, equipping the agent with the context needed to provide effective support immediately. C. Supervisor Console allows for manual oversight and direct chat session transfers to specific agents, enhancing control over quality and distribution of tasks. These combined features ensure a comprehensive approach to managing bot-to-agent transitions, maintaining continuity and customer satisfaction.

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asked 23/09/2024
BERNDT HAMBOECK
26 questions
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