Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents. What should an…

The correct answer is C. Create and assign a new Presence Status. To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three…

Case Management and Omni-Channel Routing

Question

Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents. What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?

Options

ACreate and assign a new Presence Configuration. Create and apply a new
BRouting Configuration.
CCreate and assign a new Presence Status

How the community answered

(40 responses)

A
15% (6)
B
8% (3)
C
78% (31)

Explanation

To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.

Topics

#Omni-Channel#Presence Configuration#Presence Status#agent workload

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