Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

Question

Options

• AConfigure separate queues for each channel with specific business hours.
• BUtilize dynamic agent availability and presence routing across all channels.
• CImplement a third-party chat solution with 24/7 availability integration.
• DSet automatic case deflection rules for common issues on chat after business hours.

• A
  76% (37)
• B
  6% (3)
• C
  4% (2)
• D
  14% (7)

Explanation

Configuring separate queues for each support channel with designated business hours allows for tailored management of availability per service requirement. This setup enables organizations to offer phone and email support during standard business hours and continuous chat support around the clock. Each queue can have its unique operational hours and staffing strategies, ensuring that resources are aligned with customer expectations and demand for each communication channel.

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