How Dell Technologies efficiently uses Agent Chat and AWA skill-based routing

SES2104-K23

<p>Dell Technologies' IT and HR departments recently deployed Agent Chat and utilized Advanced Work Assignment (AWA) with skill-based routing to ensure chats are assigned to the most capable chat agent. This session will include a demo of how using Agent Chat in the agent workspace allows chat agents to more easily view profile and request information about the employee which allows them to work chats more quickly. Learn how Dell configured skills-based routing and the "push" model of AWA to facilitate chats being distributed in a fair and equal manner to the most qualified chat agent.</p>

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