Question

You are implementing Omnichannel for Customer Service for a hospital. Each customer service agent has a chat capacity of 200.The implementation requirements are as follows:

Each agent can take no more than two chats at a time. A new conversation must auto assign to an available agent. You need to select the conversation options to meet the requirements. Which options should you configure?
Workstream: Capacity

Answer 1

To meet the requirements for a hospital's customer service implementation of Omnichannel, set the 'Maximum concurrent chats per agent' to two in the Workstream Capacity settings.

Step-by-step explanation:

You are implementing Omnichannel for Customer Service for a hospital, with certain requirements for the chat capacity of the customer service agents. According to the requirements, each agent can handle a maximum of two chats simultaneously, and new conversations must auto-assign to an available agent.

To meet these requirements, you need to set the Workstream Capacity for agents. In the Omnichannel configuration settings, you should configure the 'Maximum concurrent chats per agent' to two, ensuring no agent takes on more than two chats at a time. The system will then automatically distribute incoming chats to available agents without exceeding their defined capacity.