Question

Does the Maximum Occupancy % for Deferred Work setting apply to agents who only take calls?

a) Yes
b) No

Answer 1

The Maximum Occupancy % for Deferred Work setting does not apply to agents who only take calls; it's more relevant for those with hybrid responsibilities.

Step-by-step explanation:

The Maximum Occupancy % for Deferred Work setting refers to the percentage of an agent's time that can be allocated to deferred work tasks, such as responding to emails or chat messages, in a contact center environment.

However, if an agent's role is strictly to take calls, this setting typically would not apply because their primary task is to respond to calls in real-time, and they are not expected to handle deferred work simultaneously. This setting is more relevant for agents who have hybrid responsibilities, including both calls and deferred tasks.