Which feature should be configured to provide real-time feedback to agents during customer chat sessions?

• A. Omni-Channel Supervisor.
• B. Push Notifications.
• C. Case Feed.
• D. Next Best Actions.

Answer: (A)

Real-time coaching and monitoring of agents during chats is provided by Omni-Channel Supervisor. This feature gives a live view of what agents are handling across channels, including chat workloads, active conversations, and queue status, so a supervisor can observe progress and offer guidance or reassign work as needed while chats are in progress. The other options don’t provide this live coaching capability: push notifications are just alerts, case feed is a collaboration stream on cases, and next best actions offers AI-suggested steps but not the ongoing real-time supervisor view during active chats.