A utility's customers report outages by SMS in Dynamics 365 Contact Center, but the proposed agent is designed only for the email queue. Which design fits those customers?
Select an answer to reveal the explanation.
Short Explanation
If the outage desk sits behind the email door, the people texting from the curb miss it. You design the contact-center agent for the SMS channel these customers already use. A notice that tells them to stop texting and write email misses the report they are sending now.
Full Explanation
Contact-center design follows the channel the customer is on. This utility's outage reports arrive by SMS, so an agent built only for the email queue does not meet the people who text, and the fitting design puts the agent on that SMS channel. The session starts where the report arrived, and a text has no email thread for an email-only agent to join. Customers reporting an outage will not switch channels in the middle of the event. An email-only agent with a notice telling customers to stop texting and write an email asks them to abandon the channel the outage process actually uses. A voice-only agent misses as well, because this outage line is not operated as voice, and it still ignores the texts. A next-day email digest of yesterday's outages informs someone after the fact and sends no reply to the person who texted. Exam caveat: email can remain a channel for customers who really do write in; it cannot be the only door when the outage traffic is SMS. Operational check: send a test outage text and an email, and confirm the agent session starts from the text, not only from the email queue.