CRT-261 · Question #158
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?
The correct answer is A. End the messaging session with the customer. In situations where a customer stops responding during a messaging session, it's practical for service agents to end the session after an appropriate wait time. This action helps in managing agent workload efficiently and ensures that resources are allocated to active…
Question
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?
Options
- AEnd the messaging session with the customer.
- BMark the messaging session as customer Inactive.
- CLeave the messaging session with the customer open.
How the community answered
(26 responses)- A81% (21)
- B8% (2)
- C12% (3)
Explanation
In situations where a customer stops responding during a messaging session, it's practical for service agents to end the session after an appropriate wait time. This action helps in managing agent workload efficiently and ensures that resources are allocated to active engagements. Ending the session also allows for proper session management and reporting, contributing to accurate metrics on customer interactions.
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