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: Work Distribution Mode

Answer 1

To meet the requirements of implementing Omnichannel for Customer Service in a hospital, you need to configure the Work Distribution Mode, capacity per agent, and chat limit per agent.

Step-by-step explanation:

The options that should be configured to meet the requirements of implementing Omnichannel for Customer Service in a hospital are:

1. Workstream: This should be set to 'Work Distribution Mode' to enable the system to automatically assign new conversations to available agents.
2. Capacity per agent: Each agent should have a chat capacity of 200, which means they can handle up to 200 ongoing conversations at a time.
3. Chat limit per agent: Set the limit to two chats per agent to ensure that no more than two conversations are assigned to each agent at any given time.

By configuring these options, you will be able to meet the requirements of the implementation and ensure efficient customer service in the hospital's Omnichannel system.