CRT-261 · Question #126
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers. However, it is important that contact center managers monitor the…
The correct answer is C. Omni-Channel Supervisor and Whisper Messages. To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and…
Question
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers. However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed. Which Lightning Console feature should a consultant configure to support this need?
Options
- AChat Supervisor tab and Whisper Messages
- BIncident Management tab and Whisper Messages
- COmni-Channel Supervisor and Whisper Messages
How the community answered
(41 responses)- A17% (7)
- B7% (3)
- C76% (31)
Explanation
To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during messaging sessions, ensuring professionalism and accuracy in responses.
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