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Question 97 - Certified Contact Center discussion

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Validating Omni-Channel routing effectiveness involves monitoring agent workload. Which tool helps with this?

A.
Omni-Channel dashboards displaying real-time agent activity and task queues.
Answers
A.
Omni-Channel dashboards displaying real-time agent activity and task queues.
B.
Supervisor Console providing insights into agent status, chat transcripts, and performance metrics.
Answers
B.
Supervisor Console providing insights into agent status, chat transcripts, and performance metrics.
C.
Agent Workbench showing assigned tasks and workload across different channels.
Answers
C.
Agent Workbench showing assigned tasks and workload across different channels.
D.
All of the above, offering comprehensive views of agent workload and queue distribution for optimizing routing.
Answers
D.
All of the above, offering comprehensive views of agent workload and queue distribution for optimizing routing.
Suggested answer: D

Explanation:

Monitoring Omni-Channel routing effectiveness and agent workload can be effectively accomplished using multiple tools: A. Omni-Channel dashboards provide a real-time view of agent activities and the distribution of tasks in their queues. B. Supervisor Console offers insights into individual agent statuses, their current tasks, and performance metrics. C. Agent Workbench displays assigned tasks and workload across various channels, helping manage and distribute workload effectively. These tools collectively help in optimizing routing by providing a comprehensive understanding of agent workload and queue status.

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asked 23/09/2024
Débora Gomes Almeida
45 questions
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