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You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
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Question 13 - Certified Contact Center discussion

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The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?

A.
Case Backlog Volume
Answers
A.
Case Backlog Volume
B.
Average Time to Answer (ATA)
Answers
B.
Average Time to Answer (ATA)
C.
SLA Adherence Rate
Answers
C.
SLA Adherence Rate
D.
Number of Overdue Cases
Answers
D.
Number of Overdue Cases
Suggested answer: C

Explanation:

The SLA Adherence Rate is crucial for monitoring adherence to service level agreements (SLAs). This KPI measures the percentage of cases or inquiries resolved within the timeframes stipulated in the SLAs, providing a direct indicator of the contact center's compliance with agreed service standards. High SLA adherence rates indicate effective management and operational efficiency, essential for maintaining customer satisfaction and trust.

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asked 23/09/2024
Michael Crowson
46 questions
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