What should the agent do next?

A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.

What should the agent do next?
A . End the messaging session with the customer.
B . Mark the messaging session as customer Inactive.
C . Leave the messaging session with the customer open.

View Answer

Answer: A

Explanation:

In situations where a customer stops responding during a messaging session, it’s practical for service agents to end the session after an appropriate wait time. This action helps in managing agent workload efficiently and ensures that resources are allocated to active engagements. Ending the session also allows for proper session management and reporting, contributing to accurate metrics on customer interactions.