AP-226 · Question #118
Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?
The correct answer is D. All of the above, working together for optimal multi-channel task assignment and routing. Assigning chats and emails based on agent skills involves multiple features: across different channels. Integrating these features provides a robust system that ensures tasks are assigned efficiently and effectively to the right agents at the right time.
Question
Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?
Options
- APresence-based routing ensures tasks are assigned only when agents are available.
- BOmni-Channel Presence States help manage which agents are online and ready to take on tasks
- CSkill-based routing leverages agent skill profiles to match them with tasks they are qualified to
- DAll of the above, working together for optimal multi-channel task assignment and routing.
How the community answered
(18 responses)- B6% (1)
- D94% (17)
Explanation
Assigning chats and emails based on agent skills involves multiple features: across different channels. Integrating these features provides a robust system that ensures tasks are assigned efficiently and effectively to the right agents at the right time.
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