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CRT-261 · Question #5

Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

The correct answer is C. Omni-Channel Supervisor tab. The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the status of service agents, including who is currently available to accept new cases. This feature allows contact center managers to monitor and manage agent availability and…

Contact Center Analytics

Question

Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

Options

  • AOmni-Channel Analytics
  • BOmni-Channel Utility component
  • COmni-Channel Supervisor tab

How the community answered

(38 responses)
  • A
    16% (6)
  • B
    11% (4)
  • C
    74% (28)

Explanation

The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the status of service agents, including who is currently available to accept new cases. This feature allows contact center managers to monitor and manage agent availability and workload effectively, ensuring efficient case distribution.

Topics

#Omni-Channel Supervisor#agent availability#contact center monitoring#real-time visibility

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