In which two ways are chats transferred? (Choose two.)

Question

Options

• AOnly open chat activities in which the customer has not left the chat session can be transferred.
• BChats can be transferred to departments directly.
• CAgents can transfer the chat activities based on the Maximum Task limit setting.
• DAgents have unlimited transfers of chat activity.
• EOnly one chat activity can be transferred at a time.

• A
  89% (24)
• B
  7% (2)
• C
  4% (1)

Explanation

Chats can only be transferred when they are still active (open) and the customer remains in the session - you cannot transfer a chat the customer has already abandoned, making A correct. Additionally, agents can only transfer one chat activity at a time, not multiple simultaneously, making E correct.

Why the distractors are wrong:

• B is incorrect because chats are transferred to queues or individual agents, not directly to departments.
• C is incorrect because the Maximum Task limit controls how many simultaneous tasks an agent can handle - it has no role in determining transfer eligibility.
• D is incorrect because transfers are constrained (one at a time), so they are not "unlimited" in a simultaneous sense.

Memory tip: Think "A-E = Active and Exclusive" - transfers only work on Active chats (customer still present) and are Exclusive (one at a time). If the customer is gone or you're already mid-transfer, the transfer cannot proceed.

No community discussion yet for this question.