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Question 202 - Certified Contact Center discussion

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While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.

A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.

Where should the consultant point supervisors to track these KPIs?

A.
Omni Supervisor Console and Amazon Supervisor Dashboard
Answers
A.
Omni Supervisor Console and Amazon Supervisor Dashboard
B.
Service Cloud Voice Analytics App and Omni Supervisor Console
Answers
B.
Service Cloud Voice Analytics App and Omni Supervisor Console
C.
Service Cloud Voice Analytics App and Amazon Supervisor Dashboard
Answers
C.
Service Cloud Voice Analytics App and Amazon Supervisor Dashboard
Suggested answer: B

Explanation:

For supervisors needing to track key performance indicators (KPIs) such as calls answered, average handle time, and average speed to answer in an environment using Service Cloud Voice with Amazon Connect, the optimal tools are the Service Cloud Voice Analytics App and the Omni Supervisor Console. The Service Cloud Voice Analytics App provides detailed analytics and visualizations specific to voice interactions, offering insights into call volumes, handle times, and service levels. The Omni Supervisor Console complements this by offering real-time monitoring of agent activity and queue statistics, enabling supervisors to manage and optimize agent productivity and response times effectively.

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asked 23/09/2024
pradeep singh dhesi
35 questions
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