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Question 161 - Certified Contact Center discussion

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Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

A.
Providing comprehensive training on the dashboard features and metrics for agents.
Answers
A.
Providing comprehensive training on the dashboard features and metrics for agents.
B.
Making the dashboard easily accessible and readily available within the agent interface.
Answers
B.
Making the dashboard easily accessible and readily available within the agent interface.
C.
Customizing the dashboard layout and visualizations to align with agent preferences and needs.
Answers
C.
Customizing the dashboard layout and visualizations to align with agent preferences and needs.
D.
All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
Answers
D.
All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
Suggested answer: D

Explanation:

For a new agent performance dashboard, several factors contribute to successful user adoption and understanding: A. Providing comprehensive training on dashboard features and metrics helps agents understand how to use the tool effectively. B. Making the dashboard easily accessible within the agent interface ensures that it is used frequently and seamlessly. C. Customizing the dashboard layout and visualizations to match agent preferences and needs increases its practicality and relevance. These combined efforts enhance user experience and encourage agents to fully utilize the new dashboard.

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asked 23/09/2024
Jonathan Dowds
37 questions
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