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Question 71 - Certified Contact Center discussion

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Your scenario involves routing calls based on language spoken. Which feature facilitates this?

A.
Custom Apex code defining language detection and routing logic.
Answers
A.
Custom Apex code defining language detection and routing logic.
B.
Omni-Channel routing with skill mapping based on agent language proficiency.
Answers
B.
Omni-Channel routing with skill mapping based on agent language proficiency.
C.
Phone Numbers configured with specific languages and automatic call routing.
Answers
C.
Phone Numbers configured with specific languages and automatic call routing.
D.
Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
Answers
D.
Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
Suggested answer: B

Explanation:

Omni-Channel routing with skill mapping based on agent language proficiency is the most effective feature for routing calls based on the language spoken. This feature allows calls to be directed to agents who are proficient in the language required by the caller, ensuring effective communication and enhancing customer satisfaction.

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asked 23/09/2024
Reed G Porter
28 questions
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