The correct answer is Provision a long code phone number at least 2weeks before go-live. Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests…

Question

Options

• ACreate and assign a new Presence Configuration. Create and apply a new Routing Configuration.
• BCreate and assign a new Presence Status
• CThe correct answer is Create and assign a new Presence Configuration.

• A
  73% (24)
• B
  9% (3)
• C
  18% (6)

Explanation

To support new hire agents who struggle with handling multiple chat requests, configuring Omni- Channel settings to limit the number of concurrent chats is crucial. By creating and assigning a new Presence Configuration that limits junior agents to handling only two chat requests at a time, administrators can effectively manage agent workload. This configuration allows the organization to tailor chat capacity to individual agent capabilities, improving both performance and job satisfaction. "A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration" is therefore the correct approach to provide ramp-up time for junior agents.

No community discussion yet for this question.