Answer:
B. Empathy
Explanation:
the other options are partly even ridiculous.
A. Proactive : no, do NOT jump to conclusions.
C. sales-oriented : no, the user needs help with the present tools/systems. buying extra things can be part of the actual solution, but it is not the goal.
D. control : even if that could help in theory, it will be very hard to actually achieve control. what will happen most likely is confusion and everybody mixing up everything.
E. fluency : in what ? language ? that is hopefully a given. being experienced with the tool/system ? it is hopefully also a given, but the agent can never know the details of the actual use situation (how the user got there, what the user tried to achieve, ...). so, the agent needs to find them out first.
B. empathy : the agent needs to put himself into the user's shoes. what was the intention ? what happened so far ? what did the user think he did, and what was actually done ? what are the options going forward ?
only from the point of view of the user the agent has a decent chance to understand what was going on and to provide guidance for the next steps.
