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Question 89 - Certified Contact Center discussion

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You need to validate automated case escalation. Which tool helps monitor and assess this process?

A.
Monitoring Escalation History related list within case records to track escalation triggers and actions taken.
Answers
A.
Monitoring Escalation History related list within case records to track escalation triggers and actions taken.
B.
Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
Answers
B.
Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
C.
Supervisor Console providing insights into case status, queue information, and escalation triggers.
Answers
C.
Supervisor Console providing insights into case status, queue information, and escalation triggers.
D.
All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.
Answers
D.
All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.
Suggested answer: D

Explanation:

Monitoring and validating automated case escalation effectively involves using multiple tools that offer various insights into the process: A. Monitoring Escalation History related list within case records helps track escalation triggers and actions, providing a direct audit trail for each case. B. Utilizing reporting tools to analyze trends in case escalation provides insights into frequency, reasons, and potential areas for process improvement. C. Supervisor Console offers real-time insights into case statuses, including escalations, enabling supervisors to oversee and adjust processes as needed. Combining these tools provides a holistic view of case escalation effectiveness and helps in identifying and implementing necessary adjustments.

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asked 23/09/2024
Ivan Galir
47 questions
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