Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions. Which feature should a consultant configure to meet this requirement?

The correct answer is B. Omni-Channel Supervisor. To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback…

Contact Center Analytics

Question

Options

AChatter
BOmni-Channel Supervisor
CFlow Orchestrator

How the community answered

(55 responses)

A
7% (4)
B
80% (44)
C
13% (7)

Explanation

To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions.

Topics

#Omni-Channel Supervisor#real-time monitoring#chat supervision#agent feedback

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