Which two actions are required when configuring the Avaya Oceana® Webchat channel? (Choose two.)
Which two actions are required when configuring the Avaya Oceana® Webchat channel? (Choose two.)
When configuring the Avaya Oceana Webchat channel, it is crucial to Create the Chat Provider, which acts as the interface between the webchat and the Oceana solution. Additionally, deploying the ED Chat Flow is required to define the flow of the chat interactions, ensuring that chats are handled appropriately within the system.
While an Avaya Oceana® Agent is on a live webchat session with a customer, which three supervisor features are available to the Oceana® supervisor? (Choose three.)
When an Avaya Oceana® Agent is on a live webchat session with a customer, the supervisor has several features available. These include Barge-in, which allows the supervisor to join the conversation, Coach, which enables the supervisor to guide the agent without the customer hearing, and Observe, which allows the supervisor to monitor the conversation without participating. These features ensure that supervisors can effectively support and manage agents during live webchat sessions.
During a chat interaction with a customer, which two actions can be performed by an agent? (Choose two.)
During a chat interaction, an agent can transfer a file to provide necessary documents or information directly to the customer. Additionally, initiating a co-browse session allows the agent to collaboratively browse websites with the customer to offer guided assistance, making both actions critical in facilitating effective customer support.
Which two snap-ins are responsible for collecting Oceana® data and providing it to the ReliableEventing Framework? (Choose two.)
The OmniCenter ProvisioningCollector and UCMDataCollector are the snap-ins responsible for collecting Oceana® data and providing it to the ReliableEventing Framework. The names of these components clearly indicate their roles in data collection, whereas the other options like AgentControllerService, UCMService, and Authorization Service do not align with the specific task of collecting data.
Which statement about Avaya Oceana® Engagement Designer (ED) Work Flows is true?
ED Work Flow is mandatory for every Interaction Channel (voice, chat, email, SMS, etc.). This means that, regardless of the type of interaction channel being used, the Engagement Designer Work Flow is a required component. It enables the consistent management and processing of interactions across all these channels.