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Question 160 - Certified Contact Center discussion

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You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

A.
Configuring the rule to trigger automatic notifications and case creation for escalated calls.
Answers
A.
Configuring the rule to trigger automatic notifications and case creation for escalated calls.
B.
Testing the escalation rule functionality with test calls and dummy scenarios before deployment.
Answers
B.
Testing the escalation rule functionality with test calls and dummy scenarios before deployment.
C.
Defining clear criteria for call escalation based on urgency and wait times.
Answers
C.
Defining clear criteria for call escalation based on urgency and wait times.
D.
All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.
Answers
D.
All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.
Suggested answer: D

Explanation:

Ensuring timely intervention for high-priority voice calls involves multiple strategies: A. Configuring the rule to trigger automatic notifications and case creation helps immediately alert relevant parties when a call meets escalation criteria. B. Testing the escalation rule functionality with test calls and dummy scenarios ensures the rule works correctly under various conditions before going live. C. Defining clear criteria for call escalation based on urgency and wait times ensures that high-priority calls are identified and escalated appropriately. Implementing these measures together establishes a robust and effective process for managing escalated calls within Omni-Channel.

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asked 23/09/2024
Andrew dela Cruz
35 questions
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