Q: 7
[Interaction Channels]
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
Discussion
Yeah, for sure C is what covers both chats and any kind of messaging in the console. Chat Supervisor is just chat, not general messaging. Pretty confident here.
Nah, not A here since that's just for chat. C tbh covers messaging channels too so less of a trap.
Its C, I think? The Omni-Channel Supervisor lets managers watch live agent chats and use Whisper Messages. Am I missing something?
Be respectful. No spam.
