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Question 96 - Certified Contact Center discussion

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Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A.
Presence-based routing automatically assigning tasks based on agent availability.
Answers
A.
Presence-based routing automatically assigning tasks based on agent availability.
B.
Omni-Channel Presence States indicating online and offline agent status for different channels.
Answers
B.
Omni-Channel Presence States indicating online and offline agent status for different channels.
C.
Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.
Answers
C.
Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.
D.
All of the above, working together for optimal multi-channel task assignment and routing.
Answers
D.
All of the above, working together for optimal multi-channel task assignment and routing.
Suggested answer: D

Explanation:

Assigning chats and emails based on agent skills involves multiple features: A. Presence-based routing ensures tasks are assigned only when agents are available. B. Omni-Channel Presence States help manage which agents are online and ready to take on tasks across different channels. C. Skill-based routing leverages agent skill profiles to match them with tasks they are qualified to handle. Integrating these features provides a robust system that ensures tasks are assigned efficiently and effectively to the right agents at the right time.

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asked 23/09/2024
Frank Acosta
38 questions
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