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Question 109 - Certified Contact Center discussion

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The correct answer is Provision a long code phone number at least 2weeks before go-live.

Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.

What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?

A.
Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
Answers
A.
Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
B.
Create and assign a new Presence Status
Answers
B.
Create and assign a new Presence Status
C.
The correct answer is Create and assign a new Presence Configuration.
Answers
C.
The correct answer is Create and assign a new Presence Configuration.
Suggested answer: A

Explanation:

To support new hire agents who struggle with handling multiple chat requests, configuring Omni-Channel settings to limit the number of concurrent chats is crucial. By creating and assigning a new Presence Configuration that limits junior agents to handling only two chat requests at a time, administrators can effectively manage agent workload. This configuration allows the organization to tailor chat capacity to individual agent capabilities, improving both performance and job satisfaction. 'A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration' is therefore the correct approach to provide ramp-up time for junior agents.

Reference: Salesforce Omni-Channel Settings

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asked 23/09/2024
Luke Smith
30 questions
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