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Question 110 - Certified Contact Center discussion

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

Explanation:

To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.

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asked 23/09/2024
Jasper John Cecilio
30 questions
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