AP-226 · Question #202
While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas: A Ursa Major…
The correct answer is A. Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed. For Ursa Major Solar, after hiring many new agents to handle increased call volumes, the most effective strategy is to build an Omni-Channel routing flow and include all senior agents in the direct- to-agent routing protocol. This approach ensures that experienced agents are…
Question
While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.
Options
- ABuild Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed
- BAssign Read All data access to all voice agents
- CUpdate the organization-wide sharing setting for use Presence to Public Read City
How the community answered
(30 responses)- A77% (23)
- B7% (2)
- C17% (5)
Explanation
For Ursa Major Solar, after hiring many new agents to handle increased call volumes, the most effective strategy is to build an Omni-Channel routing flow and include all senior agents in the direct- to-agent routing protocol. This approach ensures that experienced agents are prioritized for more complex calls, helping to maintain high quality of service during peak periods. Omni-Channel routing efficiently distributes incoming calls based on agent expertise, availability, and workload, which helps to manage the increased volume without compromising service quality.
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